Emergency Medical Advisor (999 Call Taker) Manchester (Band 3) - Call Handling - North West Ambulance Service NHS Trust

  • Manchester
  • 03/19/2023

What is an Emergency Medical Advisor?

An Emergency Medical Advisor is the person at the end of the phone when a member of the public calls 999 with a medical emergency. They will gather as much information as possible, they will assess the situation, and provide clear, correct advice that could potentially save a life, whilst remaining calm under extreme pressure.

Do you think you have what it takes to be that person in times of need? We are recruiting for Emergency Medical Advisors based at all three of our Emergency Operation Centres (EOC) across the North West.

Responsible for handling 999 emergency ambulance calls, you will deliver advice and guidance to callers regarding medical/trauma conditions and scene safety as well as dealing with urgent and other calls; operating state of the art telephony, computer aided dispatch and prioritisation systems.

Full on the job training will be given and an excellent career structure is available for future career progression. This is a 24/7 service so the full range of shifts will need to be covered, including bank holidays, public holidays and weekends/nights.

You must be educated to GCSE standard or equivalent (Level 2), you will need experience of data input (Office 365) and a high standard of keyboard/typing skills. Experience of working in a call centre or customer service environment is desirable.

We are looking for individuals who have a passion for providing excellent customer service. You will also have a flair for telephone communication and enjoy working in a fast paced environment.

This is a highly pressurised environment where you would be in contact with people in extremely stressful situations; our callers can be upset, angry, anxious or hysterical. It is not traumatic calls 24/7. People call 999 for many different reasons and you would need to be confident in dealing with a range of people in varying situations. Some of the calls we have received over the last 12 months include:

- Breathing difficulties and chest pain

- Stabbing

- Burnt hand on a hair straightener

- Cotton bud stuck in an ear

- Baby in cardiac arrest

- Mental Health crisis

- Suicidal and suicidal attempts

- Intoxicated patient needed help opening a jar

- Broken leg with excessive bleeding

- Elderly person had a fall in the kitchen

Could you deal with all of the above? Would you be comfortable explaining who was a priority, and to an upset patient that they need to be directed elsewhere? If yes, then apply now!

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.

We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Candidates should only apply for the advert for the site they are to work from, (Estuary Point in Liverpool, Broughton near to Preston or Parkway in Manchester). Candidates will only be invited to one site and will receive one interview and assessment therefore please ensure you apply for the correct location in which you would like to be based.

Please ensure you select the correct vacancy from the NHS jobs website. The location will be within the title of the role.

Interviews and assessments will be held on the weekend of the 12th and 13th of November 2022 with courses starting in January and February 2023.

We are currently recruiting to full time positions. Full time positions will be working as a reserve (Rota given 4 weeks in advance) and shifts will be allocated across 24 hours per day, 7 days per week.

It is recommended that you read the attached recruitment booklet explaining the training and recruitment process which will also contain a sample shift pattern.

It is a pre-requisite that candidates must successfully complete the training program, including all examinations.

Successful applicants will be required to undertake 6 weeks classroom based training, working Monday to Friday. Following the training course, you will be required to undertake a four week period of full time mentoring following a 24/7 rota. No annual leave is allowed during this 10 week period.

This vacancy will close as soon as sufficient applications have been received, it may close before the closing date stated so apply quickly to avoid any disappointment.

** If you are successful at obtaining a place on one of our courses, due to operational needs, you may be required to travel to a different site across the trust for your training course **

For further details / informal visits contact:

Richard Jenkins on: 07812 304812

For further details contact:

HR Hub on ***************@nwas.nhs.uk