Emergency Call Taker/Health Advisor

Isle of Wight NHS Trust

This job is now closed

Job summary

999 and 111/999 CALL TAKER/HEALTH ADVISOR in our CLINICAL CO-ORDINATION CENTRE within the IOW NHS TRUST

Band 3 - £24,071 - £25,674 (pro rata for part-time)

Full-time/Part-time Permanent Roles including 1 Full-time Fixed Term - Maternity Cover position

We are recruiting for 999 and 111/999 call takers to join #TeamIOWNHS. Working from our Clinical Co-Ordination Centre, you will be the first line of support for patients calling 111 or 999 who need help or advice.

You will be handling a wide range of calls and thriving amid the challenges this presents, requires an outstanding amount of resilience and emotional strength as you will be supporting unwell and upset patients at their time of need. Your support will make a difference to lives and requires people who can be there for those that need it, sometimes in the face of adversity and trauma.

This is a highly pressurised environment where you may be in contact with people in extremely stressful situations; our callers can be upset, angry, anxious, or hysterical. People call the ambulance service for a variety of reasons, and you would need to be confident in dealing with a range of people in varying situations.

This post is a 24 hour role and we are looking for applicants who are able to work a full range of shifts to include Days, Lates and Nights of up to 12 hours, All unsocial hours worked attract enhanced pay to compensate for this.

Assessment sessions will be held in the week commencing 24th March 2025.

Main duties of the job

Job purposeTo provide efficient management of calls from patients and healthcare professionals with emergency, urgent and non-urgent healthcare needs. This will involve triaging patients using the Clinical Decision Support system appropriately to direct the patient to the correct service.Job statemento To work as an integral part of the Integrated Urgent Care Team actively contributing to service improvements where appropriate.o To have knowledge of facts, principles, processes and general concepts to carry out a range of duties.o Receive requests for assistance, treatment or care from the public, healthcare practitioners and/or other professionals.o Interact with individuals using telecommunications, answering the calls in an efficient and courteous manner using organisational standards and protocols. Triaging patient calls using the appropriate Clinical Decision Support System ( CDSS).o Accurately record, check or amend details on the call logging computer system.o Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC/NHS 111 and 999 serviceso Deal with direct requests for assistance, care or treatment using existing protocols and/or guidelines, by signposting patients to the appropriate care/service.

For a full list of roles and responsibilities, please review the attached job description.

About us

We serve a population of approximately 150,000 residents, making the services we offer variable and personalised with a flexible approach to our service users.

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust's beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.

Our 2020-2025 strategy sets out to ensure that we continue to be a provider of excellent and compassionate care. As part of this strategy, we are proactively taking steps to ensure that we recruit and retain the highest quality of talent to provide CARE and we would welcome applications from under-represented groups to ensure our Trust is an inclusive and diverse employer.

Date posted

31 January 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year pro rata, per annum if part time

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

470-24-A-0021-TS

Job locations

St Mary's Hospital

Parkhurst Road

Newport, Isle of Wight

PO30 5TG

Job description

Job responsibilities

You will be working in a fast-paced environment and must be able to adapt to change quickly and must be aware of the stresses of the role and what impact this may have on you as an individual, considering these points carefully before applying. You do not need to have previous experience in health care.

Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.

For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.

Previous candidates need not apply

Job description

Job responsibilities

Previous candidates need not apply

Person Specification

Essential

Educated to GCSE grade C or equivalent in a minimum of 3 subjects to include English
Significant experience of working with the general public
Excellent keyboard and computer skills with a good knowledge of Microsoft Office applications

Desirable

Previous experience of working in a contact centre
Previous experience of working in a team liaising with multiple stakeholders
Previous competency based training in relevant field

Person Specification

Essential

Educated to GCSE grade C or equivalent in a minimum of 3 subjects to include English
Significant experience of working with the general public
Excellent keyboard and computer skills with a good knowledge of Microsoft Office applications

Desirable

Previous experience of working in a contact centre
Previous experience of working in a team liaising with multiple stakeholders
Previous competency based training in relevant field

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information