About the Company
The South Western Ambulance Service NHS Foundation Trust (SWASFT) provides emergency and urgent care, 24 hours a day, 365 days a year, to a population of over 5.5 million people across a diverse geographic area. We respond to more than one million incidents each year, making us one of the busiest ambulance trusts in the UK. Our dedicated teams, from front-line paramedics to critical control room staff, work tirelessly to save lives and provide exceptional care, driven by a commitment to our communities and a passion for public service. Join us in making a real difference when it matters most.
Job Description
Are you a resilient and compassionate individual looking for a truly impactful career? The South Western Ambulance Service NHS Foundation Trust is seeking dedicated Emergency Call Handlers to join our vital control room team in Bristol. This highly rewarding role places you at the forefront of emergency response, where you will be the first point of contact for individuals experiencing critical situations. You will play a crucial role in assessing needs, providing life-saving advice, and dispatching appropriate resources – all while maintaining composure under pressure. Full, comprehensive training will be provided to equip you with the skills and knowledge needed to excel, ensuring you are confident and capable in handling diverse emergency scenarios.
Key Responsibilities
- Receive and accurately log incoming 999 emergency calls from the public.
- Rapidly assess the nature and severity of calls, prioritizing based on urgency and clinical need.
- Provide clear, concise, and empathetic pre-arrival instructions to callers, including basic life support guidance (e.g., CPR instructions, choking first aid) where necessary.
- Effectively gather crucial information from distressed or anxious callers, often in high-stress situations.
- Maintain accurate records of all incidents, including patient details, symptoms, and dispatch actions, using specialized computer systems.
- Liaise with other emergency services (Police, Fire) and healthcare professionals as required.
- Adhere strictly to protocols, policies, and procedures to ensure patient safety and effective resource deployment.
- Work collaboratively as part of a dynamic control room team, supporting colleagues and contributing to a positive working environment.
- Continuously develop skills and knowledge through ongoing training and professional development opportunities.
Required Skills
- Exceptional verbal communication and active listening skills.
- Ability to remain calm, focused, and professional in highly stressful and emotional situations.
- Strong empathetic approach and a genuine desire to help others.
- Excellent attention to detail and ability to accurately record information.
- Good basic IT literacy and keyboard skills.
- Effective problem-solving abilities and quick decision-making under pressure.
- High level of resilience and emotional fortitude.
- Ability to work effectively as part of a team and independently.
Preferred Qualifications
- Previous experience in a customer service or contact centre environment.
- Basic knowledge of medical terminology or first aid.
- Experience working in a fast-paced or high-pressure environment.
- Strong geographical knowledge of the South West region.
Perks & Benefits
- Competitive NHS salary with unsocial hours enhancements and generous pension scheme.
- Excellent opportunities for career progression and professional development within the NHS.
- Comprehensive paid training program from day one.
- Generous annual leave entitlement.
- Access to a wide range of NHS staff discounts and benefits.
- Employee Assistance Program and robust wellbeing support.
- A supportive and collaborative team environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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