999 Call Handler (Nottingham)

East Midlands Ambulance Service NHS Trust

The closing date is 20 April 2025

Job summary

999 call handler (Emergency Medical Advisor) progressing to an Emergency Medical Advisor Mentor

You will commence as a band 3 'Emergency Medical Advisor' trained to take 999 calls. After successfully completing your probation you will progress to the band 4 'Emergency Medical Advisor Mentor' in your 13th month with us. As a Emergency Medical Advisor Mentor you will be trained to provide mentoring to new call handlers, including carrying out call handler assessments and providing reports/feedback as required.

Salary includes an example average unsocial enhancement. Unsocial enhancements will vary month to month. Should you work an alternative shift pattern, unsocial hours enhancements may vary further.

Why be a 999 call handler for East Midlands Ambulance Service?

Working for us is an experience like no other, it's a great privilege not only will you save lives, you will also bring new life into the world and provide support at a persons time of need.

Save and Change lives with a career in the ambulance service; an ambulance service career is much more than "flashing blue lights"! You will make a difference every day to patients in emergency and non-emergency situations.

You will have countless opportunities to progress; enjoy continuous professional development, helping you to develop your skills, gain new ones, and progress to roles at a higher pay grade.

With annual reviews and the support of our team, you will have career potential that matches your ambitions.

Main duties of the job

What does a 999 Call handler do?

Based at the Emergency Operations Centre in Nottingham you will receive 999 & urgent calls from the public and Health Service colleagues; you will prioritise calls in line with agreed protocols and provide pre-arrival advice.

With shift up to 12 hours includes night working, we operate 24/7 365 days of the year including public bank holidays such as Christmas and New Year.

Successful candidates will have previous experience working in a pressurised environment and demonstrate an ability to work effectively and make fast paced decisions whilst providing excellent care and advice.

The ability to work on their own initiative within a team and have effective verbal communication skills and be computer literate.

Please see the attached guide to help you complete a robust application form. See attachment 'Support with your EMA application using TRAC'

Successful applicants will be invited to an online assessment on the 27/05/25 following a successful assessment you will be invited to interview on the 07/06/25.

Start date for successful applicants will be 25/08/25. Training will be 5 weeks full time followed by approximately 8 mentoring shifts. Annual leave is also restricted during the training.

Some elements of the training may be virtual or off site. Please bear this in mind before applying.

About us

Working for us not only provides job satisfaction of knowing that what you do makes a real difference to our patients, but we offer a range of other great benefits too. We offer:

- Holiday entitlement of 27 days rising to 29 days after 5 years and 33 days after 10 years, plus public bank holiday entitlement (pro rata for part time).
- Pay enhancements for out of hours, shift and overtime working, career and salary progression and annual personal development review.
- We are a uniformed service and uniform will be provided.
- Expert training and support from our dedicated in-house education team.
- Enrolment into the NHS Pension Scheme.
- Occupational Health support along with an Employee Assistance Programme
- NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
- Childcare vouchers
- Peer to Peer support networks
- An exceptional place to work to provide high-quality emergency care to save lives and make a difference to people with life-threatening illnesses or injuries.
- A first-class employer, promoting equality, diversity and inclusion of our employees.

Date posted

04 April 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,625 to £29,114 a year Indicative Band 3 progressing to band 4 with unsocial enhancement

Contract

Permanent

Working pattern

Full-time

Reference number

335-A-1760

Job locations

HPEOC

NOTTINGHAM

Nottingham

NG8 6PY

Job description

Job responsibilities

The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Trust, which may be amended from time to time. Patient Safety is a key priority for the Trust.

It is your responsibility to ensure that you are fully compliant with EMAS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults.

This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement

Job description

Job responsibilities

This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement

Person Specification

Qualifications and Experience

Essential

3 GCSE's (or equivalent e.g. Level 2 qualification) including English (Grade C / 4 or above) or can demonstrate equivalent relevant experience
Experience of working with computers
Experience of working with the general public
Excellent interpersonal skills
Displays an ability to pay attention to detail
Excellent Communication skills

Desirable

Work experience in busy office or call centre environment

Person Specification

Qualifications and Experience

Essential

3 GCSE's (or equivalent e.g. Level 2 qualification) including English (Grade C / 4 or above) or can demonstrate equivalent relevant experience
Experience of working with computers
Experience of working with the general public
Excellent interpersonal skills
Displays an ability to pay attention to detail
Excellent Communication skills

Desirable

Work experience in busy office or call centre environment

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.