Job Title: Emergency Call Handler
Department: Emergency Operations Centre (EOC)
Hours: 37.5 hours per week (rotating shifts, 24/7 operations)
Reporting To: Senior EOC Manager
Job Overview
The Call Handler serves as the first point of contact for incoming calls to the Emergency Operations Centre. The role involves assessing emergency and non-emergency calls, prioritizing them using clinical triage systems, and ensuring accurate and timely dispatch of emergency resources. The position requires strong communication skills, the ability to remain calm under pressure, and a commitment to delivering high-quality patient support.
Key Responsibilities
- Answer and manage all incoming calls, prioritizing emergency situations.
- Accurately record caller information using Computer Aided Dispatch (CAD) systems.
- Apply clinical triage protocols to assess urgency and determine appropriate response.
- Provide pre-arrival and life-saving instructions (e.g., CPR guidance, first aid advice).
- Communicate effectively with patients, relatives, healthcare professionals, and emergency services.
- Handle distressing, emotional, or aggressive callers with professionalism and empathy.
- Maintain confidentiality and comply with data protection policies.
- Support operational continuity during system failures or high-demand periods.
- Participate in training, development, and performance improvement initiatives.
- Assist in major incidents and collaborate with other emergency services.
Work Environment
- Fast-paced, high-pressure setting requiring multitasking and quick decision-making.
- Shift-based schedule including nights, weekends, and holidays.
- Prolonged use of computer systems and communication equipment.
Required Qualifications
- Minimum of 4 GCSEs (or equivalent), including English.
- Strong keyboard and computer skills.
- Basic IT knowledge (telephony, email, data systems).
- Excellent verbal and written communication skills.
Preferred Qualifications
- Experience in a call center or customer service environment.
- Knowledge of medical terminology.
- First Aid certification.
- Driving license and additional IT qualifications.
Key Skills & Competencies
- Excellent listening and communication skills.
- Ability to stay calm and make decisions under pressure.
- Strong multitasking and prioritization abilities.
- High level of accuracy and attention to detail.
- Empathy, compassion, and emotional resilience.
- Teamwork and adaptability in a dynamic environment.
Additional Requirements
- Flexibility to work rotating shifts.
- Ability to handle traumatic and sensitive situations.
- Commitment to continuous learning and development.
- Willingness to support and mentor new staff.
Ideal Candidate Profile
The ideal candidate is a resilient, detail-oriented communicator who thrives in high-pressure environments. They are empathetic, quick-thinking, and capable of making critical decisions while maintaining professionalism and composure.
Pay: £12.71-£17.56 per hour
Work Location: In person
