Job summary
- Main area
- CallEEAST
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (5 week Rota)
- Job ref
- 247-SS-Com-CCC-0324-A
- Employer
- East of England Ambulance Service Trust
- Employer type
- NHS
- Site
- Central Avenue
- Town
- Norwich
- Salary
- £22,816 - £24,336 per annum
- Salary period
- Yearly
- Closing
- 06/05/2024 23:59
Employer heading
CallEEAST Advisor & Dispatcher (Virtual Wards Overnight Monitor)
NHS AfC: Band 3
Great healthcare requires great people. That’s why we are doing everything we can to recruit committed, skilled people – and to make sure we support our new and existing employees, so they choose to stay with us.
#WeAreEEAST
We encourage you to ensure that your application relates to the Person Specification (provided as part of the Job Description or as a separate attachment).
Please visit our recruitment support page for advice on completing your application.
Job overview
We are after a dynamic, fun, hardworking individuals to join our team within the CALLEEAST Call Handler & Dispatcher on our Virtual Wards Contract.
CallEEAST provides a 24/7 non-emergency call handling service which includes Patient Transport Eligibility Screening, Telephone Answering Doctors Line , Message handling for Community Nursing and Midwifery Services.
Please note that although we are part of the Ambulance Service, this position is NOT for a 999 Call Handler.
The position will require interaction not only with the public but also other healthcare professionals, emergency services and community organisations. The call centre has a 24 hour function and it is a requirement of the job that call handlers (whole time, part time or bank staff) will be available to work weekend and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties.
Main duties of the job
Virtual wards (also known as hospital at home) allow patients to get the care they need at home safely and conveniently, rather than being in hospital. The NHS is increasingly introducing virtual wards to support people at the place they call home, including care homes.
Just as in hospital, people on a virtual ward are cared for by a multidisciplinary team who can provide a range of tests and treatments. This could include blood tests, prescribing medication or administering fluids through an intravenous drip.
Patients are reviewed daily by the clinical team and the ‘ward round’ may involve a home visit or take place through video technology. Many virtual wards use technology like apps, wearables and other medical devices enabling clinical staff to easily check in and monitor the person’s recovery.
This role will entail monitoring the Virtual Wards software, contacting and triaging patients, escalating medical concerns and liaising with the day Virtual Ward Team (as well as other responsibilities).
Working for our organisation
It is a requirement of the job that staff will be available to work weekend and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties.
This role is overnight ONLY - Shifts are on a rotational pattern and run from 8pm to 8am.
Detailed job description and main responsibilities
The successful candidate will form part of a team of Call Handlers and Dispatchers who provide the first point of contact for telephone callers to the Trust. They will receive and record telephone calls from a range of people/personnel including hospital staff; other Health Service professionals and other Emergency Services.
Other duties/responsibilities include:
Ensure ICT systems are used appropriately, and report systems failures to the Contact Centre Supervisor. In the event of a systems failure all staff are required to initiate any appropriate steps in line with standard operating procedures, to support the Contact Centre in maintaining business continuity.
To be familiar with a manual method of logging calls on the appropriate forms when electronic methods are unavailable or inappropriate.
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.
Ensure polite, efficient and appropriate communications exist at all times with their clients, e.g. patients, relatives, purchasers, medical and other NHS emergency service personnel.
Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
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 pre-arrival instructions, utilising and complying with, clinical triage protocols.
Dealing with distressed patients and relatives, including traumatic situations such as death.
Person specification
Essential Criteria
Essential criteria
- Clear and concise communication skills both verbal and written
- Good Interpersonal skills
- Ability to plan, prioritise and manage workloads
- Ability to learn new systems and procedures quickly and effectively
- Ability to empathise with patients and their families
- Remains calm in a high pressure environment
- Demonstrates resilience
- Ability to work co-operatively
- Demonstrates reliability
Desirable Criteria
Essential criteria
- Experience of working in a Healthcare Environment
- Experience of Virtual Wards
Employer certification / accreditation badges
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Damon Pritchard
- Job title
- CallEEAST Contact Centre Manager
- Email address
- [email protected]
- Telephone number
- 07512 193653
- Additional information
It is strongly advised that anyone interested in this role contact Damon prior to applying to ensure they understand the role and the hours required.
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