Hrgo are seeking an Emergency Call Handler based in Norwich. The role will be to answer operational calls that come into the EOC. 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.

• 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.

• 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.

Skills

• Effective communicator (both verbal and written)

• Effective engagement, listening and influencing skills

• IT literate

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

• Remain calm under pressure

Experience Required

• Excellent telephone manner

• Effective social skills gained from experience dealing with the public

• Customer service skills

• An understanding of the call handling and telephone triage roles

• Experience of liaising with multi-disciplinary agencies

• Ability to judge priorities when dealing with emergency situations

Qualifications

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

• RSA Level 3, (or equivalent keyboard skill)

Hourly Pay Rate:

Weekdays £10.40

Nights & Saturdays £14.39

Sundays and Bank Holidays £17.57

24/7 365 role with a mixture of days, lates & nights in a rota.

This is a temporary position but could lead to a permanent role for the right candidate. This is an excellent opportunity to work with a professional and trusted organisation. If you feel you have the relevant experience, then please apply with an up-to-date CV.