We appreciate that the application process can be quite challenging. We want to help you be as prepared as possible if you are thinking about applying for the role. We’re hosting some support sessions this month and next that will walk you through the call handler role and allow you to ask any questions.
So, if you have a passion for helping those who need us the most and you can provide a voice of reassurance and support – this is the job for you.
The following sessions will be held on Microsoft Teams:
Tuesday 14 January – 17.00-18.00
Friday 17 January – 16.30-17.30
Monday 20 January- 13.00-14.00
Wednesday 22 January – 17.00-18.00
Need help accessing Microsoft Teams?
As a call handler, you will work in our integrated call centre and you will be the person managing a variety of calls from a wide range of different patients. Calls may range from people requiring general medical advice, emergency dental treatment or looking to arrange ambulance transport ahead of an appointment. The call handler gathers as much information as possible, where applicable, assessed the call, and provides clear, correct advice that could potentially save a life, whilst remaining calm under pressure.
Handling a wide range of calls and thriving amid the challenges this presents, requires an outstanding amount of resilience and emotional strength as you will be supporting unwell and upset patients in their time of need. Your work will make a difference in people’s lives and so we are looking for people who can be there for those that need help, sometimes in the face of adversity and trauma.
It is a highly pressurised environment where you may be in contact with people in extremely stressful situations; our callers can be upset, angry, anxious, or hysterical. People call the ambulance service for various reasons, and you would need to be confident in dealing with a range of people in varying situations. You will be working in a fast-paced environment. You must be able to adapt to change quickly and must be aware of the stresses of the role and what impact this may have on you as an individual, considering these points carefully before applying.
Full training will be given if you are successful and there is scope for future career progression. A full range of shifts will need to be covered, including bank holidays, public holidays, weekends and may include working nights. If your shift falls on a bank holiday, it will form part of your working hours. This includes Easter and the festive periods. Due to the nature of the hours, only applicants over the age of 18 can apply for this role.
If you want to become a member of our green family, we encourage you to join one of our support sessions to gain insight on the role.