Emergency Call Handler

Job description

Job Title: Emergency Call Handler

Location: Norwich, Norfolk

Hourly Pay Rate:

Weekdays 06.00 to 20.00 £10.40

Nights 20.00 to 06.00 and Saturdays £13.62

Sundays and Bank Holidays £17.05

Contract Length: No End Date

Sector: Public Sector

Grafton Recruitment, are now seeking to appoint a number of Emergency Call Handlers for our client based in Norwich. The contract is open ended and is available to start ASAP.

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 HEOCs or to relocate to one of them on a temporary basis.
To respond to all incoming telephone calls to the HEOC, 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.

Qualifications

4 GCSEs at grade C or above (or an equivalent qualification) including English
RSA Level 3, (or equivalent keyboard skill)

Knowledge & Experience

Keyboard skills
Use of Information
Technology such as windows-based systems and also Information Communication Technology such as telephony, email, fax
Evidence of self-development
Experience of call centre environment
Understanding of medical terminology
Customer service experience

Personal Aptitude

Commitment and loyalty to Trust
High standards of personal professionalism
Determination to meet targets
Ability to judge priorities when dealing with emergency situations
Willingness to learn
Enthusiastic

Personal Skills

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
Work on own initiative
Prioritise and undertake numerous tasks simultaneously
Remain calm under pressure
Work as part of a high-performance team
The ability to take and record information accurately
Requirement to handle traumatic, emotional and distressing situations
Empathy and compassion
The ability to manage and support others during times of crisis -most commonly during an emergency call

Hiring Contact: Lauren McNeal

Agency: Grafton Recruitment

If you would like any further information about any vacancies before applying, please feel free to contact