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NB: This vacancy closed to applications on 24/04/2019.

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999 Call Handler (East)

Job Reference: 278-EMAE-0319-PM

South East Coast Ambulance Service NHS Foundation Trust
278 EOC East
£18,813 to £20,795 pa

South East Coast Ambulance Service NHS Foundation Trust (SECAmb) has a vision to ‘support our staff to provide a caring, high quality and efficient urgent and emergency care service to our communities’.

Our 3,500 staff provide services to 4.7m people across Kent, Surrey, Sussex and North East Hampshire. We handle over 1 million calls to 999 and 1 million calls to NHS 111 every year.

999 Call Handler (Emergency Medical Advisor) - East

  • Band 3 £18,813 to £20,795 potential salary, plus unsocial hours (please refer to Agenda for Change section 2)
  • Recruitment & Retention premia of £1000 (terms and conditions apply)
  • Coxheath, (Kent)
  • Full time and part time hours available including evenings & weekends only
  • Training and mentoring is full time 37.5 hours for the duration of 10 weeks (please see details below)

What have you done today? Today, I saved a life!

When you ring 999 your call goes through to one of our two Emergency Operations Centres (EOCs). Our trained call handlers receive an average of 862,000 calls every year, our Emergency Medical Advisors (EMA) are the first point of contact to the ambulance service.

Your role

The role of an EMA is both demanding and challenging but ultimately very rewarding.Applicants must also have the ability to deal with stressful and sensitive situations whilst being highly motivated and enthusiastic.

EMAs are fully trained to supply lifesaving advice to members of the public in the most critical situations, whilst giving advice to patients that may require treatment options other than an ambulance response. We use a specialist computer system called NHS Pathways to determine the condition of the patient so we can send the most appropriate response, based on their clinical need.

Your background

We are looking for individuals that have the drive and passion to make a difference to people’s lives but are also able to work in a high pressured environment where you can sometimes take high volumes of calls which include a number of highly emotive calls.

Applicants should be able to work well within a team, have fast/accurate typing skills and a good standard of education. This role is suited to people who remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature.

Training course details:

Week 1 - Observation shifts (variety of full time shifts)

Weeks 2 - 4 - Classroom training full time

Weeks 5 - 7 - Mentor shifts (variety of shifts)

Weeks 8- 10 - Diamond group on shifts (variety of shifts)

Location: Coxheath EOC, Kent

Next assessment days:

Saturday 11th May 2019; Saturday 8th June 2019

Next training courses:

3rd June 2019; 1st July 2019 (eve); 8th July 2019


We have produced a video called "Breathe" - What have you done today? Today I saved a life? Find it on YouTube and have a watch! Or watch the link provided in the additional document list.

Please note that we also provide application forms in large print or other formats. Please contact to request.

The Trust is committed to equality of opportunity of all staff. We welcome applications from individuals regardless of age, any disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, The Trust aspires to reflect the diversity of our community in our workforce and guarantee an interview to candidates with disability who meet the minimum criteria specified.

We particularly encourage applications from black, asian, ethnic minority, and disabled applicants as these groups are currently underrepresented in the organisation.

When completing the application please use your passport name and please ensure you include email addresses and contact numbers for your referees to avoid delay in the recruitment process.

Should you require an application form in an alternative format off line, please contact stating the vacancy reference number and we will be happy to provide this.

When completing the reference section, please include details to cover the last 3 years history.

Due to the high volume of applications at SECAmb, we regret that we will only be able to contact those applicants who are shortlisted for interview. If you have not heard from us within 10 working days of the closing date, then please assume you have not been shortlisted for interview on this particular occasion.

Please note that we contact all applicants via NHS Jobs and would advise you check your NHS Jobs account regularly.

Please be aware that the trust reserves the right to close this vacancy early if sufficient applicants are received.

Follow our recruitment on Twitter @SECambRecruit and check out our Facebook page - SECAmb Recruitment

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.

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