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Call Handler 999

Your World Healthcare
Closing date
25 Oct 2021

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Contract Type
Full Time
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Emergency Call Handler

Job Type: Temporary

Sector: Healthcare

Duration: Expected to last till up to March 2022

Location: Norwich

Travel: No

Remote Working: No

Band: 3

Hourly Pay Rates:
  • Weekdays 06.00 to 20.00 - £10.40 PAYE Holiday Inclusive
  • Nights 20.00 to 06.00 and Saturdays - £13.62 PAYE Holiday inclusive
  • Sundays and Bank Holidays - £17.05 PAYE Holiday Inclusive

Working Days and Hours: Monday to Sunday, 12-hour shifts per day, either 7am-7pm or 7pm-7am (likely to be 3-4 days out of 7 per week)

Please Note: If successful, you will receive your rota 4/6 weeks in advance and will be placed on a team with a specific shift pattern. Shifts can be between Monday to Sunday, which may include a mixture of Days and Nights. All shifts are mostly four days/nights on and four days/nights off.

Job Summary

Answer operational calls that come in. Utilise the chosen clinical triage software system to prioritise calls as soon as possible. Enter information into the Computer Aided Dispatch (CAD) system accurately and promptly. Provide pre-arrival advice to callers where appropriate.

  • Provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts.
  • Respond to all incoming telephone calls to the EOC, giving emergency calls priority over non-emergency calls; placing lower priority callers on hold when required, to achieve this. (Where ACD (Automatic Call Distribution) is active, emergency calls may be answered automatically for the user)
  • Ensure the timely and accurate answering and recording of all requests for emergency resources (including doctors urgent requests and routine calls) using the Computer Aided Dispatch and appropriate clinical triage software.
  • Receive and record telephone calls from a range of personnel including hospital staff; other Health Service professionals and Emergency Services.
  • Where rota's or staffing levels require it, carry out duties within the "out of hours" control, either call handling or dispatching received calls.
  • Provide advice to clients as directed by clinical triage protocols and procedures.
  • Complete the clinical triage process for each emergency call received, to the fullest extent possible, to allow all emergencies to be marked with an appropriate priority.
  • Utilise Computer Aided Dispatch, clinical triage software and Information Communication Technology (ICT), including; telephony, data, email, and fax, to achieve effective communication with clients and EOC/operational staff.
  • Ensure ICT systems are used appropriately, and report systems failures to the Call Handler Team Leader/Duty EOC Officer. In the event of a systems failure all staff are required to initiate any appropriate steps in line with standard operating procedures, to support the EOC in maintaining business continuity.
  • Be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate.
  • Produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy.
  • Take charge of an incoming call; managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times.
  • Be able to (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.
  • Ensure polite, efficient and appropriate communications exist at all times with their clients, e.g. patients, relatives, purchasers, medical and other NHS emergency service personnel.
  • Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
  • Communicate efficiently and effectively with patients, relatives and the general public where there are barriers to communication such as language or noise, using persuasive skills where appropriate.
  • Provide the caller with post-dispatch and pre-arrival instructions, utilising and complying with, clinical triage protocols. This will include going through appropriate procedures and prompt cards to give life saving instructions relating to CPR, maternity, airway management, unconscious patient, fitting, diabetic information, advising patients to use appropriate medication as instructed by their doctor, and making the scene safe for operational staff.
  • Deal with distressed patients and relatives, including traumatic situations such as death.
  • Identify to the Call Handler Team Leader/Duty EOC Officer instances where the content of a call raises concerns over the welfare of clients, or concerns over vulnerable or at risk individuals even if they are not the client. This includes all perceived issues of risk, neglect, abuse or endangerment to all adults and children.
  • Liaise with the Clinical Support Desk (CSD) so that patients who can safely be referred to other care pathways other than a direct EEAST response are identified, either through MPDS protocols or based on other relevant information gained during the call by the Call Handler.

Education, Skills and Qualifications
  • 4 GCSEs at grade C or above (or an equivalent qualification) including English
  • Competent use of IT systems with ability to learn new systems with ease
  • Evidence of self-development with high standards of personal professionalism
  • Commited work ethic with determination to meet targets
  • Able to judge priorities when dealing with emergency situations
  • Effective verbal, written and listening skills
  • Able to work in an environment where decisions are based upon an ever-changing set of different circumstances
  • Able to work independently, within a team, and remain calm under pressure
  • Able to prioritise and undertake numerous tasks simultaneously
  • Be able to take and record information accurately

Please apply now if interested!
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