999 Call Handler

Integrated Service Call Handler

We are currently recruiting for NHS 999 call handlers on a temporary basis. Flexibility is required for this position.

Location: Crawley

Pay Band: 3

Job Description:

• Working as part of a team, the post holder will provide an effective and timely communication link with the public and healthcare professionals.
• Upon receipt of phone calls for non-urgent, urgent and emergency healthcare needs, the post holder will effectively use the Trust approved triage system to ascertain the callers needs.
• The call handler will then provide the assistance suggested, ranging from, immediately lifesaving instructions to directing the caller to other more suitable services.

Duties & Responsibilities
Call Handling

• Receive requests for assistance, treatment or care. The requests may be from the general public, Health Care Professionals, emergency services, internal or other stakeholders.
• Communicate and interact with others effectively. This will be carried out in an efficient and courteous manner using the organisational standards and protocols.
• Receive and record information accurately on the organisations computer systems. This will involve triaging patient calls using the appropriate Clinical Decision Support System (CDSS).
• Provide Instructions to callers based on a triage outcome, this can range from providing instructions to callers in life threatening situations to signposting callers/patients to the most appropriate care/service using the Directory of Services where appropriate.
• Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
• Offering coaching support to trainee Call Handlers under the direction of the Team Leader.
• Attend Training as deemed necessary to maintain qualification.

General Duties

• Act within the limits of your competence and authority, i.e. work to CDSS competencies and adhere to local protocols and procedures. Work without direct supervision but seek guidance when appropriate.
• Contribute to the effectiveness of the team. Work as part of a multidisciplinary
• Emergency Operations Centre/ Duty Contact Centre Manager
• Participate in on-going reviews including (but not limited to) receiving audit feedback and yearly appraisal reviews.
• Support the safeguarding of individuals following local protocols and standards. Relate to others in ways which support rights, inclusion and wellbeing of individuals, supporting individuals to keep themselves safe.
• Make sure your actions reduce risks to health and safety by maintaining a tidy office/personal space at all times, cleaning equipment before and after use and supporting the maintenance of equipment by reporting any faults as per local procedures. Adhere to health and safety policies and report incidents and risks identified through Datix or via line manager.