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Norwich, Norfolk Public Sector and Government Posted 12.09.19 Negotiable

Do you want to make an amazing difference to society, whilst using your excellent communication skills?

We are excited to be currently recruiting for a call handler to form part of a team of Call Handlers working within the NHS trust, who will normally provide the first point of contact with in-bound telephone callers on a 24/7 basis, working rotating shifts.

Duties and requirements:

You will be required 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.

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 rotas 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.

Complete the clinical triage process for each emergency call received, to the fullest extent possible, to allow all emergencies to be marked with an appropriate priority. This is the means of ensuring that patients receive a response intended to reach them in a timely manner for their condition, whilst also indicating the right type of resource that should be allocated.

Utilise Computer Aided Dispatch, clinical triage software and Information Communication Technology (ICT), including; telephony, data, email, and fax, to achieve effective communication with clients and HEOC/operational staff.

To produce, maintain and collate appropriate control records, complying with administrative procedures in accordance with Trust policy.

To take charge of an incoming call; managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times.

Be able to (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.

To communicate efficiently and effectively with patients, relatives and the general public where there are barriers to communication such as language or noise, using persuasive skills where appropriate.

To provide the caller with post-dispatch and pre-arrival instructions, utilising and complying with, clinical triage protocols. This will include going through appropriate procedures and prompt cards to give life saving instructions relating to CPR, maternity, airway management, unconscious patient, fitting, diabetic information, advising patients to use appropriate medication as instructed by their doctor, and making the scene safe for operational staff.

Dealing with distressed patients and relatives, including traumatic situations such as death.

Identify to the Call Handler Team Leader/HEOC Duty Manager instances where the content of a call raises concerns over the welfare of clients, or concerns over vulnerable or at risk individuals even if they are not the client. This includes all perceived issues of risk, neglect, abuse or endangerment to all adults and children.

To promote and enhance the image of the Trust at all times in accordance with Trust policies and procedures, promoting good relations with the public, patients and other health care professionals through effective communication skills.

To ensure high priority is given to the safety and well-being of all staff during the course of their duties, and to ensure appropriate action is taken. Report any incidents of concern to the Call Handler Team Leader/HEOC Duty Manager.

To undertake and participate with any training required for the post holder to fully carry out their duties, including mandatory updates/refresher training. This includes mandatory practical CPR training and examination.

Maintain confidentiality in relation to personal data held in accordance with the Data Protection Act

To work with other emergency services for the good of the patient and maintain positive working relationships with other health care professionals.

Work as an effective member of a high performance team.

This a fantastic opportunity to make a difference to the community, and to take on a rewarding career move.

If Interested, please apply for this role ASAP as Interviews are due to take place imminently with a start date of Sept 2019

Cordant Group is an equal opportunities employer

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