999 Call Handler - Coxheath

Date Posted: 10 days ago

Job Description

Call Handler - East (Coxheath) Emergency Operations Centre

What have you done today? Fancy a role that often makes a difference to someone else’s day?
  • Do you have excellent communication skills, and a passion to work for the NHS?
  • Are you caring, empathetic and wish to make a real difference to people’s lives?
  • Are you confident on the phone and willing to train to be able to provide guidance to patients in a calm and logical way?
  • Do you want to work in a warm, friendly environment where your colleagues and managers care and want to make a difference?
  • Are you flexible and able to commit to a shift pattern encompassing days, evening, nights, bank holidays etc?
If your answer is YES to the questions above, then we could have a role for you

The role of a SECAmb Call Handler

When you ring 111 or 999, your call goes through to a call handler based in one of our 3 Emergency Operation/Contact Centres. These staff are trained to use the NHS Pathways system to provide assistance in a variety of situations, from minor illness to life threatening situations. The assistance you will provide will range from offering lifesaving advice whilst an ambulance is on route, to directing callers to other more suitable services.

This role can be demanding, challenging and ultimately very rewarding however, it's not for everyone. Applicants will need to have a range of skills to be able to deal with often stressful and emotional situations, whilst also demonstrating compassion and empathy to all callers, no matter what the situation.

Progression Opportunities

We offer excellent training and career development opportunities for ambitious employees both within the Call/Emergency Operations Centres and also within the wider Trust.

Why Work At South East Coast Ambulance Service NHS Foundation Trust?

We offer:
  • Base Salary - Band 3 - £20,330 - £21,777 per annum (full time 37.5hrs per week)
  • Unsocial hours enhancements (in accordance to NHS Terms & Conditions Agenda for Change Section 2)
  • Generous NHS Pension Scheme
  • 35 days’ annual leave inclusive of Bank Holidays (pro rata)
Pay band

All time on Saturday (midnight to midnight) and any week day after 8 pm and before 6 am

All time on Sundays and Public Holidays (midnight to midnight)


Time plus 36%

Time plus 72%

Applicant Requirements

Successful applicants will demonstrate high levels of personal commitment to facilitate the delivery of a patient focused service.

We need individuals who have the drive and passion to make a difference to people’s lives, but also the personal resilience to work in a high-pressured environment.

You will need to be able to work well within a team and independently, have fast/accurate typing skills and a good standard of education. Successful candidates must possess GCSE Maths and English (or equivalent qualifications) at Grade C or above (2018 Grade 4).

This role is suited to people who remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature.

Our comprehensive training programme:
  • 10 weeks, full time (7.5 hours per day unless otherwise stated)
  • Has a ‘must’ attend policy, with no annual leave being permitted during this period.
  • Can be social or unsocial (details/options provided once successful at application)
  • Comprises of classroom and observing and mentoring periods within the working environment.
  • Is designed to fully support full transition to call handling independently.
Following successful completion of the training course you will continue your employment at our East EOC in Coxheath.

Further Information

All successful applicants will be required to undertake an Enhanced DBS check for adults and children.

Our courses are in high demand and we only have limited capacity per course, we do receive large amounts of applications, therefore we cannot offer every application an interview.

Please be aware, while your new role will begin in Coxheath, by Autumn 2022 we expect to move into new premises in Bredgar Road, Gillingham.

This new multi-purpose ambulance centre will comprise of a Make Ready Centre - a vehicle preparation system which sees specialist teams of staff employed to clean, restock and maintain the Trust’s fleet - and our 999 EOC East and NHS 111 IUC operations teams, currently based in Coxheath and Ashford, on the upper two floors of a modern, open-plan office complete with training, rest and wellbeing facilities.

This is a really positive, cooperative change whereby we will be operating Field Operations, 999 and our 111 services from the same building - we will be only the second Ambulance Trust in the country to unite both our 999 and 111 services in this way.

The move will vastly improve the working environment for our East EOC and 111 colleagues and mirror the Trust’s West Emergency Operations Centre, based in Crawley, which opened in 2017.

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Job Detail

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