HRGO are recruiting Call Handlers to work on the 111 service based in Crawley. Working as part of a team, the post holder will provide an effective and timely communication link with the public and healthcare professionals. Upon receipt of phone calls for non-urgent, urgent and emergency healthcare needs, the post holder will effectively use the Trust approved triage system to ascertain the callers needs. The call handler will then provide the assistance suggested, ranging from, immediately lifesaving

instructions to directing the caller to other more suitable services.

Duties & Responsibilities

Call Handling

Receive requests for assistance, treatment or care. The requests may be from the general public, Health Care Professionals, emergency services, internal or other stakeholders.

Communicate and interact with others effectively. This will be carried out in an efficient and courteous manner using the organisational standards and protocols.

Receive and record information accurately on the organisations computer systems. This will involve triaging patient calls using the appropriate Clinical Decision Support System (CDSS).

Provide Instructions to callers based on a triage outcome, this can range from providing instructions to callers in life threatening situations to signposting callers/patients to the most appropriate care/service using the Directory of Services where appropriate.

Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.

Offering coaching support to trainee Call Handlers under the direction of the Team Leader.

Attend Training as deemed necessary to maintain qualification.

Hours are around 37.5 hours per week and can include weekends, nights and days.

A full enhanced will be carried out if successful.