Job summary
West Midlands Ambulance Service positively welcomes diversity and aims to be a truly inclusive place to work. We are looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference.
The Trust is currently under-represented in terms of people from BME backgrounds and welcomes applicants from these communities. Selection will be on a basis of merit. The Trust has achieved the status of a Disability Confident Leader and guarantees to invite to assessment applicants who meet the criteria for the job vacancy. To ensure the diversity of the workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.
If you wish to discuss and adjustments that you may need for the role of the assessment process prior to your application, then please do not hesitate to contact the recruitment team
The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.
West Midlands Ambulance Service University NHS Foundation Trust are looking to recruit IEUC Call Assessors to join our Emergency Operations Centre in Brierley Hill who will be the first point of contact for anyone making an urgent or emergency call.
Applicants must be fully flexible and be able to work full rotational shifts including days, evenings, nights, weekends and bank holidays.
Main duties of the job
Full and part time positions are available with a minimum requirement of 24 hours per week for part time contracts.
Training for this post is completed on a pass or fail basis and applicants must be able to commit to 4 weeks full time training followed by 2 weeks (equating to 37.5 hours per week) of mentorship which can be completed on contracted part-time hours at the beginning of their employment. The initial 4 weeks training is usually completed Monday to Friday 0800 - 1600 or 1600 - 0000 hours.
Successful applicants will work within a team providing health related services to patients supported by a robust clinical assessment tool.
You will be responsible for providing a high quality call handling response to all calls as laid down in national guidance and organisational procedures, through a clinically triage computer based system
Applicants must have a minimum of 5 GCSEs at Grade C or above which must include English. As part of the recruitment process you will be required to undertake assessments relevant to the post.
Full information can be found in the 'Candidate Information Pack' along with the 'Call Assessor Information' video link. Please ensure you review this information before applying.
About us
This position involves a regulated activity and therefore will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both
Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check. The cost of £42.50 for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.
We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.
We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.
Job description
Job responsibilities
Responsible
for the receipt and processing of urgent & emergency calls from the general
public. Analysing a patients condition
and situation to obtain an appropriate NHS Pathways category and relevant
response. Alternatively your call will
be processed where no response is required.
Ensure
that the Call Connect response targets are met with accuracy and efficiency
to the highest standards possible.
Responsible
for the receipt and processing urgent & emergency response calls from other
emergency services, medical staff and other professional bodies. Processing the
calls under appropriate NHS Pathways category and protocols to obtain the
correct end disposition.
Responsible
for the receipt, processing and taking necessary action for misdirected calls
from the operator for other emergency services or for third party callers who
require an ambulance in another area.
Responsible
for the receipt and processing specialised emergency calls such as: Birmingham
International Airport, Air Operations, Prison, bomb incidents, police RVP,
chemical incidents and a major incident.
While
processing a call responsible to assess a patients condition while they wait
for an appropriate response, giving life saving first aid advice where
appropriate. Advice given includes but
is not limited to: CPR (cardiac pulmonary resuscitation), childbirth,
haemorrhage control, airway maintenance, choking, convulsion, burns, flushing
chemicals and amputations.
While
processing a call, responsible to identify any scene safety issues and take
appropriate action in cases of entrapments, assaults, chemical incidents,
industrial incidents, violent, intoxicated and psychiatric patients. To
reassure patients who have mental health problems or who are vulnerable. To update controller and ambulance crews with
relevant changes.
Processing
requests for an emergency ambulance by operating a computerised system and in
the event of computer failure a manual system using operational and Pathways guidelines.
To
work at the alternative control room as well as the existing control room in
the event of computer and telephone failure or as required by management.
Responsible
for the receipt and processing routine urgent removal calls from medically
trained staff and social workers. To
arrange ambulance transport using working practices, hospital contracts and
procedure guidelines for hospital admissions, hospital transfers, neonatal
transfers, hospice admissions and discharges, final journey discharges, mental
health admissions and patient transport services. To triage doctors admissions
and upgrade life threatening conditions.
To refer non-routine requests to the supervisor or Duty Officer.
Responsible
for the receipt and processing general enquiry calls from the general public,
ambulance crews, other emergency services, medical staff and other professional
bodies. To process these calls using set
protocols and working practices. These
calls include: doctor visits; patients death confirmation details; case
enquires; request from police for tapes; liaising between ambulance crews and
the controller; answering press enquiries.
Referring non-routine enquires to the Supervisor, Press Officer, Logistics
Manager and Duty Officer.
Responsible
for making outbound calls to other professional and the general public adhering
to working practices and protocols.
These include: re-contacting callers to check on a patients address and
condition; contacting relatives with sensitive information; querying other
professionals; alerting hospitals; arranging breakdown recovery for ambulances;
out of hours mortuary; information from poison control; midwifes for home
birth; reporting incidents to other emergency services; contacting telephone
service providers; and paging medics.
Attend
any training courses, which are required for the job. To undertake ongoing training and development
to supervisor, responder desk and divisional controller. To keep up to date with changing procedures
and protocols.
If
necessary appear in court and give evidence about a taken telephone call.
To
pass information to the Locality/Trust PR Officers in accordance with the SOPs
as agreed with managers.
Demonstrating
own duties to visitors. Represent the
West Midlands Ambulance service in mock exercises and demonstrations.
Participate
in trials relating to the job when necessary.
Adheres
to Data Protection Act, Caldicott Guidelines, Health and Safety, Quality
Management Systems and West Midlands Ambulance Service NHS code of conduct and
general procedures.
Identifies
and reports IT related problems on computer software and workstations.
Perform
any other reasonable duties, of either a higher or lower rank, as may be
assigned from time to time by your Line Manager
Job description
Job responsibilities
Responsible
for the receipt and processing of urgent & emergency calls from the general
public. Analysing a patients condition
and situation to obtain an appropriate NHS Pathways category and relevant
response. Alternatively your call will
be processed where no response is required.
Ensure
that the Call Connect response targets are met with accuracy and efficiency
to the highest standards possible.
Responsible
for the receipt and processing urgent & emergency response calls from other
emergency services, medical staff and other professional bodies. Processing the
calls under appropriate NHS Pathways category and protocols to obtain the
correct end disposition.
Responsible
for the receipt, processing and taking necessary action for misdirected calls
from the operator for other emergency services or for third party callers who
require an ambulance in another area.
Responsible
for the receipt and processing specialised emergency calls such as: Birmingham
International Airport, Air Operations, Prison, bomb incidents, police RVP,
chemical incidents and a major incident.
While
processing a call responsible to assess a patients condition while they wait
for an appropriate response, giving life saving first aid advice where
appropriate. Advice given includes but
is not limited to: CPR (cardiac pulmonary resuscitation), childbirth,
haemorrhage control, airway maintenance, choking, convulsion, burns, flushing
chemicals and amputations.
While
processing a call, responsible to identify any scene safety issues and take
appropriate action in cases of entrapments, assaults, chemical incidents,
industrial incidents, violent, intoxicated and psychiatric patients. To
reassure patients who have mental health problems or who are vulnerable. To update controller and ambulance crews with
relevant changes.
Processing
requests for an emergency ambulance by operating a computerised system and in
the event of computer failure a manual system using operational and Pathways guidelines.
To
work at the alternative control room as well as the existing control room in
the event of computer and telephone failure or as required by management.
Responsible
for the receipt and processing routine urgent removal calls from medically
trained staff and social workers. To
arrange ambulance transport using working practices, hospital contracts and
procedure guidelines for hospital admissions, hospital transfers, neonatal
transfers, hospice admissions and discharges, final journey discharges, mental
health admissions and patient transport services. To triage doctors admissions
and upgrade life threatening conditions.
To refer non-routine requests to the supervisor or Duty Officer.
Responsible
for the receipt and processing general enquiry calls from the general public,
ambulance crews, other emergency services, medical staff and other professional
bodies. To process these calls using set
protocols and working practices. These
calls include: doctor visits; patients death confirmation details; case
enquires; request from police for tapes; liaising between ambulance crews and
the controller; answering press enquiries.
Referring non-routine enquires to the Supervisor, Press Officer, Logistics
Manager and Duty Officer.
Responsible
for making outbound calls to other professional and the general public adhering
to working practices and protocols.
These include: re-contacting callers to check on a patients address and
condition; contacting relatives with sensitive information; querying other
professionals; alerting hospitals; arranging breakdown recovery for ambulances;
out of hours mortuary; information from poison control; midwifes for home
birth; reporting incidents to other emergency services; contacting telephone
service providers; and paging medics.
Attend
any training courses, which are required for the job. To undertake ongoing training and development
to supervisor, responder desk and divisional controller. To keep up to date with changing procedures
and protocols.
If
necessary appear in court and give evidence about a taken telephone call.
To
pass information to the Locality/Trust PR Officers in accordance with the SOPs
as agreed with managers.
Demonstrating
own duties to visitors. Represent the
West Midlands Ambulance service in mock exercises and demonstrations.
Participate
in trials relating to the job when necessary.
Adheres
to Data Protection Act, Caldicott Guidelines, Health and Safety, Quality
Management Systems and West Midlands Ambulance Service NHS code of conduct and
general procedures.
Identifies
and reports IT related problems on computer software and workstations.
Perform
any other reasonable duties, of either a higher or lower rank, as may be
assigned from time to time by your Line Manager
Person Specification
Qualifications
Essential
- Minimum of 5 GCSEs at Grade C or above including English (or equivalent)
- Willing to commit to 4 weeks full time training
Experience
Essential
- Customer service experience
Skills and Knowledge
Essential
- Ability to work in a pressurised environment
- Excellent communication skills with the ability to adapt and communicate effectively with callers who may be abusive, elderly, children, severely distressed, have language difficulties, etc
- Ability to work a range of shifts including days, lates, evenings, weekends, bank holidays
Person Specification
Qualifications
Essential
- Minimum of 5 GCSEs at Grade C or above including English (or equivalent)
- Willing to commit to 4 weeks full time training
Experience
Essential
- Customer service experience
Skills and Knowledge
Essential
- Ability to work in a pressurised environment
- Excellent communication skills with the ability to adapt and communicate effectively with callers who may be abusive, elderly, children, severely distressed, have language difficulties, etc
- Ability to work a range of shifts including days, lates, evenings, weekends, bank holidays
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.
