Job summary
Working as part of a team receive and take charge of all incoming emergency calls using the Medical Priority Dispatch System (MPDS) and obtain an initial assessment of both the patient and the scene in an efficient manner.
To be able to deal with verbally aggressive, abusive, highly emotional or threatening callers in a professional manner using effective communication, interpersonal and persuasive skills to obtain the required essential patient information.
To be responsible for accurately recording essential patient information in a precise and timely manner on both Computer Aided Dispatch (CAD) system and handwritten paperwork for both emergency and non-emergency ambulance requirements.
Main duties of the job
You need to be able to remain calm in an emergency. Often people will be panicking and your role will be to remain calm and be assertive where required to ensure the person on the end of the phone remains focused.
You will need to be able to follow a script and reassure the caller but also firm about what they need to do. You need to be able to switch off after a shift, which can be hard, especially after difficult calls, but colleagues are there for each other and will help support you and allow you to realise the difference that you have made.
Our staff are on the end of the line while new life is born into the world and we have helped deliver them. We provide support and reassuring words for someone alone and who has no one else to turn to. We stay on the line with those who are vulnerable hiding engaging conversations to find out more information. We are the voice that comforts those who have lost a family member and we are there, 24 hours a day, 7 days a week, 365 days a year.
About us
We are one of the worlds busiest ambulance services. We have around 8,000 staff and volunteers in our Service: around 3,300 frontline crews in ambulance stations across London, 500 people in our two 999 control rooms and hundreds of support staff based in our offices across the city. We also have two 111 control centres, in Barking and Croydon.
Working for us is an experience like no other, in a city like no other. Whatever your role youll be helping people who need us the most.
Together, we all play a key part in making sure that we can respond to anyone needing our help 24 hours a day, 365 days a year.
We are committed to promoting equal opportunities across everything we do, in terms of employment and training, providing services and our engagement and decision making.We welcome diversity and look for self-motivated, enthusiastic people from all backgrounds who care about making a difference.
Job description
Job responsibilities
To effectively answer all types of emergency and non-emergency calls made to the 999 Emergency Operations Centre (EOC) from both Health Care Professionals, external agencies and members of the public
To ensure all calls are answered and responded as laid out in the Trusts policies and procedures
To be confident in utilising the Computer Aided Dispatch (CAD) system and Medical Priority Dispatch System (MPDS) to accurately enter patient information in an efficient way
To ensure all details are inputted and passed to relevant personnel to ensure appropriate dispatch of resources
To deal with complex, sensitive or contentious information regarding a patients condition.
To communicate tactfully and empathetically with callers showing care when handling all calls
To monitor patient incidents to ensure all information is gathered and the patients condition has not deteriorated
To maintain effective control of the call to ensure efficient handling time to improve the response to the patient
To remain calm and resilient in a pressurised environment
To be able to modify and adapt communication styles taking into consideration the differing needs of the callers especially in complex situations
To be able to effectively communicate and deal with highly emotional callers, including traumatic incidents such as death
Be confident to utilise negotiating skills when handling calls where the caller is abusive or uncooperative
To cover a 24/7 rotating shift pattern
To continually maintain and develop through annual education and personal development
Job description
Job responsibilities
To effectively answer all types of emergency and non-emergency calls made to the 999 Emergency Operations Centre (EOC) from both Health Care Professionals, external agencies and members of the public
To ensure all calls are answered and responded as laid out in the Trusts policies and procedures
To be confident in utilising the Computer Aided Dispatch (CAD) system and Medical Priority Dispatch System (MPDS) to accurately enter patient information in an efficient way
To ensure all details are inputted and passed to relevant personnel to ensure appropriate dispatch of resources
To deal with complex, sensitive or contentious information regarding a patients condition.
To communicate tactfully and empathetically with callers showing care when handling all calls
To monitor patient incidents to ensure all information is gathered and the patients condition has not deteriorated
To maintain effective control of the call to ensure efficient handling time to improve the response to the patient
To remain calm and resilient in a pressurised environment
To be able to modify and adapt communication styles taking into consideration the differing needs of the callers especially in complex situations
To be able to effectively communicate and deal with highly emotional callers, including traumatic incidents such as death
Be confident to utilise negotiating skills when handling calls where the caller is abusive or uncooperative
To cover a 24/7 rotating shift pattern
To continually maintain and develop through annual education and personal development
Person Specification
Qualifications and Experience
Essential
- Minimum of 3 GCSE's or equivalent at grade C / 5 or above including Maths and English, NVQ level 3 in a relevant subject or equivalent
- Experience within customer orientated environment
- Experience of using a telephone as a regular means of communication at work/or through voluntary/charity work
Skills and Abilities
Essential
- Ability to work as part of a team
- Inquisitive mind and proven questions skills (The ability to question and obtain relevant information)
- Ability to work to defined procedures and instructions (has an understanding of specific instructions/guidelines and able to follow as directed)
- Ability to work to deadlines without compromising on standard of performance
- Assertive and empathetic manner/ Tactful and Diplomatic as required
Desirable
- Understanding and commitment to diversity
Other Requirements
Essential
- Resilience when faced with distressing situations
- Ability to work 24 hour rotating shifts
- Good verbal & written communication skills, Possess basic keyboard skills (including well-presented application form, literacy, spelling with no omissions i.e. fully completed application form)
Person Specification
Qualifications and Experience
Essential
- Minimum of 3 GCSE's or equivalent at grade C / 5 or above including Maths and English, NVQ level 3 in a relevant subject or equivalent
- Experience within customer orientated environment
- Experience of using a telephone as a regular means of communication at work/or through voluntary/charity work
Skills and Abilities
Essential
- Ability to work as part of a team
- Inquisitive mind and proven questions skills (The ability to question and obtain relevant information)
- Ability to work to defined procedures and instructions (has an understanding of specific instructions/guidelines and able to follow as directed)
- Ability to work to deadlines without compromising on standard of performance
- Assertive and empathetic manner/ Tactful and Diplomatic as required
Desirable
- Understanding and commitment to diversity
Other Requirements
Essential
- Resilience when faced with distressing situations
- Ability to work 24 hour rotating shifts
- Good verbal & written communication skills, Possess basic keyboard skills (including well-presented application form, literacy, spelling with no omissions i.e. fully completed application form)
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.
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
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.
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).
