111/999 Call Advisor
Here at North East Ambulance Service we have exciting opportunities for 111/999 Call Advisors to join us to work between our Operations Centres.
You will initially be trained to take 111 calls, over the next 12 months you will be given additional skills, via a career progression programme, which will enable you to also take 999 Emergency calls. All of our Call Advisors are expected to take both types of call.
This role is in a busy, fast-paced, patient-focused environment; handling calls from members of the public regarding health problems.
Our call advisors triage calls through a medical assessment tool called NHS Pathways; while not every 111 call we deal with is a life-threatening emergency, we advise of the most appropriate level of care for the patient. This could range from a GP appointment, a dentist, a clinician call back or in certain circumstances, where appropriate an ambulance; as well as many other healthcare options.
Successful applicants to this role will possess excellent communication, questioning, and problem-solving skills, which helps to assess the correct outcome for the patient.
Calls made via the 999 emergency systems deal with life-threatening emergencies and are assessed using the same NHS Pathways assessment tool.
The role of Call Advisor can be challenging, however, it is also very rewarding. You will be faced with different situations during each shift you work and each call you take.
Your personal development is important to us so coaching and feedback is a regular feature to help us provide unmatched quality of care for our patients.
You will need to have either:-
- 5 GCSE’s at grades A-C (including English and Math’s) or equivalent or
- Experience of call answering in an extremely busy customer service, call centre environment.
The ideal candidate will:
- be a good communicator with an excellent telephone manner
- be able to work calmly and under pressure
- be resilient and able to handle potentially distressing calls
- be computer literate including MS Office packages
- be keen to learn new skills and develop
- have genuine empathy
- have good organisational & administration skills
- have a strong attention to detail
- be able to demonstrate how they meet NEAS values.
Various shift patterns are available (see additional information)
As a 24/7/365 service, you will be expected to work Bank Holidays including Christmas
- 14-20 hours per week, working evenings & weekends or
- 30 hours per week, (shifts)
There may also be opportunities to work overtime after the qualifying training period.
Initial training includes classroom sessions, group activities and web-based learning which has been specifically planned by our qualified trainers. There is a lot of support given throughout the training; however, there are formal assessments which you must pass to continue in the role.
By joining us (after 12months service) you will benefit from:
- A competitive salary
- NHS Pension Scheme
- 27 days annual leave (pro rata for part-time staff)
- Lease car scheme
- High Street Discounts
We feel it is important that you have a great understanding of the important work you would be doing so if you are shortlisted you will be invited to a NEAS awareness event at our HQ in Newburn where you will have the opportunity to ask questions about the role.