Emergency Medical Dispatcher (999 Call Handler) Lincoln
NHS AfC: Band 3
We are East Midlands Ambulance Service (EMAS), an organisation focused on delivering a high standard of emergency and urgent care to our patients across the region.
The East Midlands Ambulance Service NHS Trust (EMAS) provides Emergency, Urgent and Non-Emergency pre-hospital care and transport across six counties (Derbyshire, Nottinghamshire, Lincolnshire, Leicestershire & Rutland and Northamptonshire).
Based within the Control & Communications Centre, the post holder receives telephone and radio messages from members of the public and Health Service colleagues, prioritise these calls in line with agreed protocols and provides pre-arrival advice to members of the
public over the telephone.
In order to ensure a 24 hour a day service, the post holder will be required to work shifts according to a rota and will undertake all of the duties listed below during one or more of these shifts.
EMAS promotes a safer working environment during COVID-19, this includes the requirement to wear face masks issued by EMAS to maintain social distancing.
Main duties of the job
All positions are available as full time hours worked over a variety of shift patterns and durations up to 12 hours 24/7. There will be the requirement and expectation that staff will work over Christmas and New Year.
It is envisaged the successful candidate will have previous experience of working in a pressurised environment and demonstrate an ability to work effectively and make decisions whilst providing care and advice to the public.
The ability to work on their own initiative within a close knit team and effective verbal communication skills are vital attributes in the successful candidates.
Shifts will be planned 4 weeks in advance giving staff at least 3 calendar weeks’ notice, where possible to allow staff to make plans. Plans to allocate relief shifts 6 weeks in advance leading up to the winter ‘festive’ period are anticipated.
Please note that the training will be approximately 13 weeks and flexibility to work additional hours during this time may be required and annual leave is restricted during the training. Some elements of the training will be virtual/home working.
Unsocial enhancements during training will be paid in arrears based on unsocial hours worked.
Please note the virtual assessments for this role will take place on the 12th October 2022 with virtual interviews on the 15th or 16th October, the start date for successful candidates for this role will be the 14th November 2022.
Working for our organisation
The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Trust, which may be amended from time to time. Patient Safety is a key priority for the Trust.
It is your responsibility to ensure that you are fully compliant with EMAS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults.
This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement.
Please note that you will be required to provided evidence of essential qualifications stated in the person specification.
Detailed job description and main responsibilities
1.Receives telephone calls from members of the public, other emergency services, doctors and other Health Service colleagues relating to emergency, urgent and nonurgent situations.
2. Achieve and maintain competence, according to the requirements in Medical Priority Dispatch System. Hold a current certificate in Cardio Pulmonary Resuscitation. Achieve the required compliance level personally.
3. Utilises the Control Room computer system in all of the above duties - including inputting patient details and passing information electronically to the Dispatch Officer for deployment of an ambulance.
4. Communicate by radio with ambulance crews both to deploy them as instructed by the Dispatch Officer and to assist with queries, requests for assistance etc. This will involve working closely with the Dispatch Officer and liaising with a number of different crews within each shift.
5. Provides accurate and legible documentation at all times - whether handwritten or computer-produced - relating to patient journeys,cancellations, alterations or amendments to bookings etc
- 3 GCSE including English Grade C / level 4 or above)
- Level 2 qualification
- Another Level 2 Qualification (Customer service)
- Experience of working with computers
- Experience of working with the general public
- Displays an ability to communicate effectively at all levels
- Excellent interpersonal skills
- Displays an ability to pay attention to detail
- Customer Service qualification
- Work experience in busy office or call centre environment
- Experience of working within a team
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Anna Kennedy
- Job title
- Duty Commander
- Email address