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Emergency Call Handler

In or around this area

Bedford

Job reference

247556/001251north

Hourly rate

up to £13.62 per Hour, enhancements for Eve, Night and W/E

Job Description

Emergency Call Handler

Job posted by: Sarah Wilson

HRGO are looking for Emergency Call Handlers to work for the East of England Ambulance Service in Bedford.

Candidates must be happy to work days, evenings, weekends and BH (this will include Christmas).

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.


Key Skills needed

Requirement to handle traumatic, emotional and distressing situations

Flexibility to work rota hours and additional hours as required

Keyboard skills
Use of Information Technology such as windows based systems and also Information Communication Technology such as telephony, email, fax

Empathy and compassion
The ability to manage and support others during times of crisis - most commonly during an emergency call

Excellent listening skills

Effective verbal and written communication skills

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