Job summary
This is a vital role for the London Ambulance Service, receiving and taking charge of all incoming emergency calls. You are the first point of contact for our callers and patients, some of whom will be distressed, anxious or panicking. In addition to providing reassurance, you will also need to be able to deal with those who are verbally aggressive, abusive, highly emotional or threatening. Using effective communication, interpersonal and persuasive skills, you will deal with all callers in a professional manner in order to obtain the required essential patient information.
Using the Medical Priority Dispatch System (MPDS), you will obtain an initial assessment of both the patient and the scene in an efficient manner. You will also be responsible for accurately recording essential patient information in a precise and timely manner on both the Computer Aided Dispatch (CAD) system and by completion of handwritten paperwork for both emergency and non-emergency ambulance requirements.
Main duties of the job
Trainee Emergency Call Handler-Full Time
You must be able to remain calm in an emergency. When people are panicking, your role is to be clear and assertive where required to ensure the caller remains focused. You will need to be able to follow a script and reassure the caller, but also to be firm where necessary about what they need to do.
Our staff are on the end of the line while new life is born into the world and we helped to deliver them. We provide support and reassuring words for someone alone with no one else to turn to. We stay on the line with those who are vulnerable having 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.
Following a shift you will need to be able to switch off, which can be hard, especially after dealing with difficult calls. As part of a team, your colleagues are there for you and will help, support and enable you to realise the difference that you have made.
About us
We are the UK's busiest ambulance service. 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 you'll 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 to 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 standards and develop through annual education and personal development
Please note that the training for this role will take place in Barking. The role is based at either our Waterloo or our Bow site (which is moving to Newham), and may require travel to other EOC sites subject to the requirements of the service. During training the salary is £24,228, after training the salary will be £24,938. The role is Band 3 rising up to Band 4 on completion of 12 months service. If your application is shortlisted, you will be required to attend a Typing, Audio Typing and Comprehension assessment, and if successful will be invited for an interview.
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 to 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 standards and develop through annual education and personal development
Please note that the training for this role will take place in Barking. The role is based at either our Waterloo or our Bow site (which is moving to Newham), and may require travel to other EOC sites subject to the requirements of the service. During training the salary is £24,228, after training the salary will be £24,938. The role is Band 3 rising up to Band 4 on completion of 12 months service. If your application is shortlisted, you will be required to attend a Typing, Audio Typing and Comprehension assessment, and if successful will be invited for an interview.
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).
