Job Title

We are expanding, come and grow with us! Do you have excellent communication, listening and computer skills, enjoy solving problems and genuinely want to make a difference in the lives of others? If so, join our army of life-savers as a Health Advisor taking 999 and 111 calls. Being a Health Advisor is challenging but rewarding as you can directly help those most in need. You will work as part of a close-knit team of people who have a passion for helping those in crisis, where no two days are the same. You don’t need any medical knowledge, and full training in managing calls and use of our systems will be provided. This role could be the first step of a great career in healthcare and can give you the knowledge to go even further. In this role you will: Be a strong communicator, asking questions in a way which can help assess a callers needs in a pressurised environment, where time is of the essence. Manage calls supported by a computerised medical assessment tool, to help give patients the most appropriate care response. From an ambulance in life-threatening emergencies, through to a GP appointment, dentist appointment, or referring the patient to a range of community-based services, such as a walk-in-center. Please ensure that you have read the shift pattern document attached before applying. As a 24/7/365 service, you will be expected to work Bank Holidays including Christmas. Any Bank Holidays worked will be added to your holiday allowance. Main duties of the jobAs a Health Advisor for the ambulance service, you will be the first point of contact with patients, healthcare professionals, and other callers. Working within Operations Centres located at HQ - Newcastle and Hebburn, you will use NHS pathways to record patients' demographics and clinical information to assess their condition and ensure they are directed to the most appropriate healthcare professional or service. You will provide basic advice and health information to patients calling 111, supporting callers to access the appropriate level of care. Your training is pass or fail, and whilst you will be initially trained to handle 111 calls, over the next 12 months it is expected that you will be given additional skills, via a career progression programme, to enable you to handle 999 Emergency calls. All of our Health Advisors are expected to take both types of calls. On occasion, you may be required to work from one of our alternative sites to enable the Trust to fulfill its obligations. In line with the code of practice on English language requirements for public sector workers, applicants must have the ability to converse under pressurized circumstances with members of the public and document and provide instruction in accurate spoken and written English. Working for your organisationWe employ 3,500 staff in 63 locations, serving a population of 2,600,000 across Northumberland, Tyne & Wear, County Durham, and Tees over 3,230 square miles. Many think the ambulance service's job is to collect patients and take them to hospital, but we do much more! Paramedic skills have developed hugely, allowing us to carry out more treatment at the scene and en-route to hospital. We have a dedicated clinical assessment service that provides patients with the most appropriate care from the beginning of their journey. We also have a specialised branch called HART, which deals with explosions or terrorist attacks. Ultimately, patients are at the heart of everything we do, supporting our mission of "safe, effective and responsive care for all". We value and respect diversity in our workforce, reflecting the community we serve. We are an ENEI Gold employer, Disability Confident Leader, Dyslexia Smart Award employer, Dementia Friendly, part of the Mind Blue Light programme, and the Race at Work Charter from the Princes Responsible Business Network. We are committed to equality and inclusion across all objectives in the NHS Equality Delivery System. Detailed job description and main responsibilitiesPlease review the attached job description for full details of duties and responsibilities. Band 3, with potential salary including unsocial hours payments; from £29,500-£31,500 per annum depending on rota/pro-rata. For further details / informal visits contact:Name: Recruitment Team Job title: Recruitment Team Email: Person specificationQualifications Essential criteria: Maximum score 2 3 GCSEs at Grade C or equivalent including English, or higher qualification in any area, or previous experience of call answering in a busy or stressful environment. Experience Essential criteria: Maximum score 4 Evidence of undertaking additional training and a willingness to learn. Ability to demonstrate resilience by remaining calm under pressure, juggling priorities during emergency situations, and making sound decisions.#J-18808-Ljbffr