Trac proudly powers the recruitment for
London Ambulance Service NHS Trust
The London Ambulance Service NHS Trust (LAS) is the largest free ambulance service in the world, caring for more than one-and-a-half million patients every year.
We are the only London-wide NHS Trust and are at the frontline of the NHS in the capital. We serve an area of approximately 620 square miles. Broadly speaking, this is the whole area within the M25.
We have two main functions - the provision of an Accident and Emergency service to respond to 999 calls and our Patient Transport Service, which performs an important role in taking patients to and from their hospital appointments.
In addition, we also manage the Emergency Bed Service, which co-ordinates registers of specialised care facilities available across London, along with some national monitoring services.
Trainee Emergency Call Handler
Closed for applications on: 5-Jul-2022 00:00
Vacancy status: Closed
Closed for applications on: 5-Jul-2022 00:00
- Waterloo or Bow (moving to Newham)
- St Andrews Way
- E3 3PA
- Major / Minor Region
Contract type & working pattern
- Full time - 37.5 hours per week (37.5)
- £24,938 - £26,385 including HCAS
- Salary period
- (Band 3)
- Main area
- Emergency Operations Centre
London Ambulance Service covers an area of 620 sq. miles, serves one of the world’s most dynamic and diverse cities and is the busiest ambulance service in the UK. We handle over 1.9 million emergency calls from across the capital and attend more than 1.2 million incidents every single year as well as delivering a 24 hour NHS 111 Integrated Urgent Care Service in South East and North East London that we estimate will respond to around 1.4million urgent care calls by the end of the year.
We employ over 8,000 people who work or volunteer across London to respond to the health needs of over eight million people who live, work and travel in the capital. We work closely with our NHS partners and are commissioned by 32 clinical commissioning groups spread across 5 sustainability and transformation partnerships (STPs) and NHS England for our specialist services. We work alongside London’s hospital, mental health and specialist trusts, as well as the five STPs across Greater London.
In addition we work in partnership with the other emergency services, London’s Air Ambulance and London’s Resilience Forums to make sure we are ready and prepared to respond to major incidents and ensure we keep Londoners safe. As the only pan-London NHS provider we have a unique opportunity to play a leading role in integrating access to emergency and urgent care right across London.
By 2023 we will improve outcomes and experiences for all our patients by providing the right care to patients at the right time, and in the most cost effective way. This will mean up to 122,000 fewer patients being taken to emergency departments when their needs could be better met in a different way, and we will deliver significant efficiencies in avoided costs to the urgent and emergency care sector.
This is a vital role for the London Ambulance Service, receiving and taking charge of all incoming emergency calls. You are the first point of contact for our callers and patients, some of whom will be distressed, anxious or panicking. In addition to providing reassurance, you will also need to be able to deal with those who are verbally aggressive, abusive, highly emotional or threatening. Using effective communication, interpersonal and persuasive skills, you will deal with all callers in a professional manner in order to obtain the required essential patient information.
Using the Medical Priority Dispatch System (MPDS), you will obtain an initial assessment of both the patient and the scene in an efficient manner. You will also be responsible for accurately recording essential patient information in a precise and timely manner on both the Computer Aided Dispatch (CAD) system and by completion of handwritten paperwork for both emergency and non-emergency ambulance requirements.
Please note: We do not have any available courses until October 2022; therefore successful candidates will not be able to start in post until October 2022 unless already trained.
You must be able to remain calm in an emergency. When people are panicking, your role is to be clear and assertive where required to ensure the caller remains focused. You will need to be able to follow a script and reassure the caller, but also to be firm where necessary about what they need to do.
Our staff are on the end of the line while new life is born into the world and we helped to deliver them. We provide support and reassuring words for someone alone with no one else to turn to. We stay on the line with those who are vulnerable having engaging conversations to find out more information. We are the voice that comforts those who have lost a family member and we are there, 24 hours a day, 7 days a week, 365 days a year.
Following a shift you will need to be able to switch off, which can be hard, especially after dealing with difficult calls. As part of a team, your colleagues are there for you and will help, support and enable you to realise the difference that you have made.
Working for our organisation
We are one of the world’s busiest ambulance services. We have around 8,000 staff and volunteers in our Service: around 3,300 frontline crews in ambulance stations across London, 500 people in our two 999 control rooms and hundreds of support staff based in our offices across the city.
Working for us is an experience like no other, in a city like no other. Whatever your role you’ll be helping people who need us the most.
Together, we all play a key part in making sure that we can respond to anyone needing our help 24 hours a day, 365 days a year.
We are committed to promoting equal opportunities across everything we do, in terms of employment and training, providing services and our engagement and decision making. We welcome diversity and look for self-motivated, enthusiastic people from all backgrounds who care about making a difference.
Detailed job description and main responsibilities
To effectively answer all types of emergency and non-emergency calls made to the 999 Emergency Operations Centre (EOC) from both Health Care Professionals, external agencies and members of the public
To ensure all calls are answered and responded to as laid out in the Trust’s policies and procedures
To be confident in utilising the Computer Aided Dispatch (CAD) system and Medical Priority Dispatch System (MPDS) to accurately enter patient information in an efficient way
To ensure all details are inputted and passed to relevant personnel to ensure appropriate dispatch of resources
To deal with complex, sensitive or contentious information regarding a patient’s condition.
To communicate tactfully and empathetically with callers showing care when handling all calls
To monitor patient incidents to ensure all information is gathered and the patient’s condition has not deteriorated
To maintain effective control of the call to ensure efficient handling time to improve the response to the patient
To remain calm and resilient in a pressurised environment
To be able to modify and adapt communication styles taking into consideration the differing needs of the callers especially in complex situations
To be able to effectively communicate and deal with highly emotional callers, including traumatic incidents such as death
Be confident to utilise negotiating skills when handling calls where the caller is abusive or uncooperative
To cover a 24/7 rotating shift pattern
To continually maintain standards and develop through annual education and personal development
If your application is shortlisted, you will be required to attend a Typing, Audio Recall and Comprehension assessment, and if successful will be invited for an interview.
London Ambulance Service NHS Trust is a member of the Business Disability Forum and is a Disability Confident Employer.
For more information on our equalities strategy, please visit our website and review our current equalities strategy.
In addition to the basic salary for all Agenda for Change posts, London Ambulance Service NHS Trust in line with the NHS Agenda for Change provides 15% or 20% High Cost Area Supplement (HCAS) dependant on the location of your role. The supplement is subject to minimum and maximum payment.
High Cost Area Supplement (HCAS) for part time employee will be based on the part time salary.
Correspondence regarding an application will be done via email to all job applicants. Please ensure you provide current e-mail address on the job application form and please check your email inbox regularly.
If you are successful at interview and offered employment, your personal details will also be transferred into the national NHS Electronic Staff Records system.
Pre-employment checks will be required for all applicants who are issued with a conditional offer of employment. This includes Disclosure and Barring Services (DBS) checks as required for the post and registration with the DBS update service. Documents presented for the purpose of Identity Checks will be verified for authenticity via an ID Scanner. The security features to be checked include machine readable zone, ultra violet image and infra-red image.
The London Ambulance Service NHS Trust reserves the right to close adverts before the published closing date due to high volumes of applications received.
If you do not hear back from us within four weeks of the advert closing date, please assume that you have not been successful at the shortlisting stage.
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.
Qualifications and Experience
- Minimum of 3 GCSE’s or equivalent at grade C / 5 or above including Maths and English, NVQ level 3 in a relevant subject or equivalent
- Experience within customer orientated environment
- Experience of using a telephone as a regular means of communication at work/or through voluntary/charity work
Skills and Abilities
- Ability to work as part of a team
- Inquisitive mind and proven questions skills (The ability to question and obtain relevant information)
- Ability to work to defined procedures and instructions (has an understanding of specific instructions/guidelines and able to follow as directed)
- Ability to work to deadlines without compromising on standard of performance
- Assertive and empathetic manner/ Tactful and Diplomatic as required
- Understanding and commitment to diversity
- Resilience when faced with distressing situations
- Ability to work 24 hour rotating shifts
- Good verbal & written communication skills, Possess basic keyboard skills (including well-presented application form, literacy, spelling with no omissions i.e. fully completed application form)
Further details / informal visits contact
- LAS Recruitment
- Email address