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Call Handler

Employer
Your World Recruitment Ltd
Location
UK
Salary
Competitive
Closing date
25 Oct 2021

View more

Sector
Healthcare
Salary Band
Hourly Rate, At least £13.00
Contract Type
Permanent
Hours
Full Time
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Call Handler

Job Type: Temporary

Sector: Healthcare

Duration: Expected to last till up to March 2022

Location: Chelmsford

Travel: No

Remote Working: No

Band: 3

Pay Rates:

Pay rate

Weekdays 06.00 to 20.00

£10.40 paye inc of holiday pay

Nights 20.00 to 06.00 and Saturdays

£13.62 paye inc of holiday pay

Sundays and Bank Holidays

£17.05 paye inc of holiday pay

All of the rates are depending on skill and experience

Working Days and Hours: Monday to Sunday, 12 hour shifts. 7am-7pm or 7pm-7am

Job Summary

Answer operational calls that come in. Utilise the chosen clinical triage software system in order 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.

Duties

* Form part of a team of Call Handlers who will normally provide the first point of contact with telephone callers to the Trust, on a 24/7 basis, working rotating shifts. Where business continuity requires it, there may be a need to handle calls for one of the Trusts other two EOCs or to relocate to one of them on a temporary basis.

* To 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 other 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. This requirement like all duties is subject to the post holder having had appropriate training.

* Provide advice to clients as directed by clinical triage protocols and procedures. This will involve following a set process when applying the clinical triage software.

* 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. This is the means of ensuring that patients receive a response intended to reach them in a timely manner for their condition, whilst also indicating the right type of resource that should be allocated.

* 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.

* To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate.

* To produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy.

* To 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.

* To 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.

* To 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.

* Dealing with distressed patients and relatives, including traumatic situations such as death.

Education, Skills and Qualifications

* 4 GCSEs at grade C or above (or an equivalent qualification) including English

* Keyboard skills

* Use of Information Technology such as windows based systems and also Information Communication Technology such as telephony, email, fax

* Ability to judge priorities when dealing with emergency situations

* Excellent listening skills

* Effective verbal and written communication skills

* Work in an environment where decisions are based upon an ever changing set of disparate circumstances

* Prioritise and undertake numerous tasks simultaneously

* Remain calm under pressure
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