What is an ICC call handler?

As an ICC Call Handler, you will be trained to cover our 999, 111 and PTS call lines.  You will initially start your training in one of our contact centre areas as either a 999 call handler or a 111 call handler and In time you will be placed onto separate conversion classes eventually covering all three areas 999, 111 and PTS (Patient Transport Service). The conversion classes are mandatory to the role. 

The role of an ICC call handler is to:

  • Manage a variety of calls from a wide range of different patients
  • Complete patient assessments over the phone
  • Where applicable, provide clear, correct advice that could potentially save a life, whilst remaining calm under pressure
  • Provide reassurance in what may be a very distressing situation

Handling a wide range of calls and thriving amid the challenges this presents, requires an outstanding amount of resilience and emotional strength. You will be supporting unwell and upset patients at their time of need, which will make a difference to lives. It requires people who can be there for those that need it, sometimes in the face of adversity and trauma.

People call the ambulance service for a variety of reasons and not all of these will be a matter of life or death, but you will need to be confident in dealing with a range of people in varying situations. You will be working in a fast-paced environment and 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.

What training do I get?

Full training will be given to the successful candidates and an excellent career structure is available for future career progression. Training is six weeks classroom based, working Monday to Friday (0800am-1600pm).

Following the initial training, you will be placed with a mentor for approximately three weeks. You will follow your mentor’s shift pattern during this period.

The complete training package lasts for approximately 10 weeks, therefore annual leave is not allowed during this time.

It is a pre-requisite that candidates must successfully complete the training programme, including all examinations.

What benefits will I receive?

Working for the ambulance service is a rewarding career where each day you’ll know that you’re making a difference.

There are lots of reasons why NWAS is a great place to work, find out more here.

What else do I need to know?

Locations

Our Integrated Contact Centres (ICC) are based at Middlebrook in Bolton, Speke in Liverpool, Broughton near Preston and Whalley Range in Manchester. Candidates should only apply for the advert for the site they wish to work from.

Salary

Band 3. Agenda for Change, including Section 2 payments for unsociable hours.

Basic pay is £24,937, rising to £26,598 after two years. With shift enhancements and unsocial hours payments (excluding overtime), a typical call handler on a basic salary of £26,598 who works approximately 25% of their hours as unsocial hours could expect to earn in the region of £32,160 per annum before tax and deductions

Upon appointment, you will receive 27 days paid holidays. After 5 years service, this rises to 29 days and then 33 days after 10 years of NHS Service. This doesn’t include your additional 8 days for working bank holidays. If you are joining us from another NHS Trust, then your annual leave entitlement will come with you!

Shifts

A full range of shifts will need to be covered and are dependant on service delivery needs, including bank holidays, public holidays, weekends and may include working nights.

Full and part-time positions are available, however please note that if selecting part-time (30 hours minimum), your attendance for the full 10 weeks training would be required on a fulltime basis (37.5 hours per week) should you be successful at the recruitment phase.

Details presented are for information purposes only. Please note shift patterns are subject to change in line with service delivery and/or business demand, staff will be given adequate notice of any changes.

This service is a 24/7 service. You will work a variety of shifts, including days, nights, weekends, and bank holidays (e.g., Christmas Day, Eid, New Year’s Eve). Shifts will be allocated via a relief rota.

  • The rota system at present is on a Relief Rota
  • Earliest shifts start from 06:00 and latest shift ending 02:00
  • You are to be contracted to hours, not days, with this shift lengths and rota patterns you work varying subject to the operational needs of the business.
  • At present the relief rota pattern is four days per week with three days at 9 hours and one day at 9.5 hours (if full time), but is subject to change at any time and in such circumstances you may be asked to work anything from 8, 10, 11, or 12 hour shifts including overnight shifts for example. Notice will be given of any changes.
  • On the relief rota at present, staff will be allocated any shift between the hours of 06:00 (start) – 02:00 (finish) depending on the needs of the service – To consider staff wellbeing consecutive shifts will have similar start times. (Usually working to a 3 hour window)
  • Staff will tend to work 3 out of 4 weekends.
  • Staff will have 4-6 weeks’ notice of their allocated shifts.
  • Where possible rest days will be scheduled together.

There is an expectation that candidates are flexible and available to accommodate working a number of set shifts per week including weekends.

Due to the nature of the hours only applicants over the age of 18 can apply for this role.