Job overview

999 and 111/999 CALL TAKER/HEALTH ADVISOR in our CLINICAL CO-ORDINATION CENTRE within the IOW NHS TRUST

Band 3 - £24,071 - £25,674 (pro rata for part-time)

Full-time/Part-time Permanent Roles including 1 Full-time Fixed Term - Maternity Cover position

We are recruiting for 999 and 111/999 call takers to join #TeamIOWNHS. Working from our Clinical Co-Ordination Centre, you will be the first line of support for patients calling 111 or 999 who need help or advice. 

You will be 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 at their time of need. Your support will make a difference to lives and requires people who can be there for those that need it, sometimes in the face of adversity and trauma.

This 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 a variety of reasons, and you would need to be confident in dealing with a range of people in varying situations. 

This post is a 24 hour role and we are looking for applicants who are able to work a full range of shifts to include Days, Lates and Nights of up to 12 hours, All unsocial hours worked attract enhanced pay to compensate for this.

Assessment sessions will be held in the week commencing 24th March 2025.

Main duties of the job

Job purpose
To provide efficient management of calls from patients and healthcare professionals with emergency, urgent and non-urgent healthcare needs. This will involve triaging patients using the Clinical Decision Support system appropriately to direct the patient to the correct service.
Job statement
• To work as an integral part of the Integrated Urgent Care Team actively contributing to service improvements where appropriate.
• To have knowledge of facts, principles, processes and general concepts to carry out a range of duties.
• Receive requests for assistance, treatment or care from the public, healthcare practitioners and/or other professionals.
• Interact with individuals using telecommunications, answering the calls in an efficient and courteous manner using organisational standards and protocols. Triaging patient calls using the appropriate Clinical Decision Support System ( CDSS).
• Accurately record, check or amend details on the call logging computer system.
• Communicate effectively in a healthcare environment with colleagues as well as callers to the IUC/NHS 111 and 999 services
• Deal with direct requests for assistance, care or treatment using existing protocols and/or guidelines, by signposting patients to the appropriate care/service.

For a full list of roles and responsibilities, please review the attached job description.

Working for our organisation

We serve a population of approximately 150,000 residents, making the services we offer variable and personalised with a flexible approach to our service users.

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust’s beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.

Our 2020-2025 strategy sets out to ensure that we continue to be a provider of excellent and compassionate care. As part of this strategy, we are proactively taking steps to ensure that we recruit and retain the highest quality of talent to provide CARE and we would welcome applications from under-represented groups to ensure our Trust is an inclusive and diverse employer.