Official Specifications
Role Overview & Mandate
Executive Summary
Are you looking for a new career? One where you can really make a difference? Being an NWAS Call Handler is more than just answering calls,...
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Are you looking for a new career? One where you can really make a difference?
Being an NWAS Call Handler is more than just answering calls, it’s about providing an appropriate response to our patients urgent health care needs, offering advice and reassurance and signposting or transferring to appropriate providers.
Covering the whole of the North West of England, NWAS call handlers deal with both non-emergency and emergency calls, meaning you could be booking a GP appointment, advising patients to attend an out of hours service or even dispatching an ambulance.
NWAS call handlers provide a vital contribution to the provision of first class patient care, 24 hours a day, 7 days a week, 365 days a year. You will be responsible for the assessment of clinical symptoms with the ability to document patient information quickly and accurately, therefore computer / data input skills are essential in the role.
On a typical weekday we receive around 6000 calls and up to 10,00 calls per day at the weekend. The role requires working under pressure and can be challenging however knowing you have made a difference makes this an exciting and extremely rewarding role, where no two shifts are the same.
What you’ll benefit from:
The post holder must be available to complete a 10 week Part Time training coursestarting on Monday 7thAugust 2023.
Training will take place Monday and Tuesday evenings 1800-2300 and Saturday and Sunday 0800-1600 over the training period and must be attended in full.
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Option 1
Option 2
18 hours
Fixed Saturday shift – 8 or 10 hours
Flex 2 x midweek 5hr or 4hr shift
Fixed Friday evening 1700 or 1800 start – 8 hours
Fixed Sunday – 5 hours
Flex 1 x midweek 5hr shift
20 hours
Fixed Saturday shift – 8 or 10 hours
Flex 2 x midweek 6hr or 5hr shift
Fixed Friday evening 1700 or 1800 start – 8 hours
Fixed Sunday – 8 hours
Flex 1 x midweek 4hr shift
25 hours
Fixed Saturday shift – 10 hours
Flex 3 x midweek 5hr shift
Fixed Friday evening 1700 or 1800 start – 8 hours
Fixed Sunday – 8 hours
Flex 2 x midweek 4.5hr shift
Applications will be shortlisted on the 8thJune 2023. If your application is shortlisted you will be required to undertake an on line assessment to be completed by midnight Monday 12thJune 2023 with interviews being held on the weekend of the 17thand 18thJune at our call centre in Speke.
Candidates who are successful at interview will be invited to an Open Day whilst being onboarded.
For further details please look at the Job Description and Person Specification attached to this advert.
Come and join our team, be valued for the work you do
Being an NWAS Call Handler is more than just answering calls, it’s about providing an appropriate response to our patients urgent health care needs, offering advice and reassurance and signposting or transferring to appropriate providers.
Covering the whole of the North West of England, NWAS call handlers deal with both non-emergency and emergency calls, meaning you could be booking a GP appointment, advising patients to attend an out of hours service or even dispatching an ambulance.
NWAS call handlers provide a vital contribution to the provision of first class patient care, 24 hours a day, 7 days a week, 365 days a year. You will be responsible for the assessment of clinical symptoms with the ability to document patient information quickly and accurately, therefore computer / data input skills are essential in the role.
On a typical weekday we receive around 6000 calls and up to 10,00 calls per day at the weekend. The role requires working under pressure and can be challenging however knowing you have made a difference makes this an exciting and extremely rewarding role, where no two shifts are the same.
What you’ll benefit from:
- Salary range £21, 730 - £23,177 pro rataPLUSan additional payment for working unsocial hours, evenings and weekends
- 27 days annual leave per year pro rata, which increases with service
- Enrolment into the NHS Pension Scheme
- A nationally recognised qualification in NHS Pathways Licence
- Free onsite parking
- Access to extensive blue light discounts
- Full training and support by our dedicated education team and an excellent career structure for future progression
- Good communicators with an excellent telephone manner
- Organised with a strong attention to detail
- Good administration skills and enjoy working in a fast paced environment
- Computer literate – including inputting and accessing Windows based packages together with a high standard of keyboard skills
- Resilient, highly motivated and passionate about delivering quality patient care
- Educated to GCSE level or equivalent vocational qualifications
The post holder must be available to complete a 10 week Part Time training coursestarting on Monday 7thAugust 2023.
Training will take place Monday and Tuesday evenings 1800-2300 and Saturday and Sunday 0800-1600 over the training period and must be attended in full.
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Option 1
Option 2
18 hours
Fixed Saturday shift – 8 or 10 hours
Flex 2 x midweek 5hr or 4hr shift
Fixed Friday evening 1700 or 1800 start – 8 hours
Fixed Sunday – 5 hours
Flex 1 x midweek 5hr shift
20 hours
Fixed Saturday shift – 8 or 10 hours
Flex 2 x midweek 6hr or 5hr shift
Fixed Friday evening 1700 or 1800 start – 8 hours
Fixed Sunday – 8 hours
Flex 1 x midweek 4hr shift
25 hours
Fixed Saturday shift – 10 hours
Flex 3 x midweek 5hr shift
Fixed Friday evening 1700 or 1800 start – 8 hours
Fixed Sunday – 8 hours
Flex 2 x midweek 4.5hr shift
- Allmidweekshifts can be picked by the candidate from an availability map we can provide, once offered a role, to work around personal life.
- Candidates must be flexible to work any shifts between 0500-0200 on a Saturday / Sunday
Applications will be shortlisted on the 8thJune 2023. If your application is shortlisted you will be required to undertake an on line assessment to be completed by midnight Monday 12thJune 2023 with interviews being held on the weekend of the 17thand 18thJune at our call centre in Speke.
Candidates who are successful at interview will be invited to an Open Day whilst being onboarded.
For further details please look at the Job Description and Person Specification attached to this advert.
Come and join our team, be valued for the work you do
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