111/999 Call Handlers


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Employer: South East Coast Ambulance Service - NHS

Type: 6-month temp to perm

Role: Integrated Service Call Handler

Rate: Band 3 £10.09 per hour. Nights and Saturdays premium rates £14.59 per hour. Sundays £18.38 per hour

Location: Crawley RH10 9BG

If you are an excellent communicator who can stay calm when faced with an emergency, we have a fantastic opportunity for you as an Integrated Service Call handler for South East Coast Ambulance Service (SECAmb).

Starting with a 6-month temporary contract at the SECAmb headquarters and Emergency Operations Centre (EOC) in Crawley, you will be working in an extraordinary branch of the NHS providing first point telephone assistance and support to 111 callers.

Your employer

South East Coast Ambulance Service is one of the biggest ambulance trusts in the UK with

over 4,000 staff members working throughout the Trust and serving over 4.9 million people.

They pride themselves on their family-friendly policies including their cycle-to-work scheme and an award-winning Wellbeing Hub. They champion a positive working environment and ensuring their staff achieve a better work/life balance, receiving the support they need to perform in what is undoubtedly a challenging role.

For those driven by the desire to provide help and support to others, vacancies for Integrated Service Call handlers like this can be life-changing opportunities that open exciting career pathways. In May 2022 staff at the Crawley site will be relocating to a new integrated service super hub at Gillingham Business Park providing the right candidate with the opportunity to take on a permanent contract at this new Medway location.

Your role

You will be drawing on your exceptional speaking, listening and problem-solving skills as the first point of contact for those calling in with non-urgent, urgent and emergency healthcare needs.

You will receive a variety of calls. In most instances life-threatening emergency calls will be directed through 999, however as an NHS111 call handler you will experience life-threatening emergencies that require an immediate response, such as dispatching an ambulance and providing first aid advice until ambulance clinicians arrive. In contrast, many of your calls will require you to advise, reassure or direct the caller to other more suitable services.

Fully supported by your fellow team members and leaders, you will be using the Trust approved triage system to ascertain the callers' needs and provide the required information in a calm, compassionate, but assertive manner. With so much responsibility, it is imperative that you always feel capable of taking control and providing assistance when needed most so you will be provided with full and ongoing training for this role.

Main duties

As an Integrated Service Call Handler for the South East Coast Ambulance Service, you will:

  • Receive requests for assistance, treatment or care. The requests may be from the general public, Health Care Professionals, emergency services, internal or other stakeholders.
  • Communicate and interact with others effectively, efficiently and courteously using the organisational standards and protocols.
  • Receive and record information accurately on the organisations' computer systems. This will involve triaging patient calls using the appropriate Clinical Decision Support System (CDSS).
  • Provide Instructions to callers based on a triage outcome, from providing instructions to callers in life-threatening situations to signposting callers/patients to the most appropriate care/service using the Directory of Services where applicable.
  • Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
  • Offer coaching support to trainee Call Handlers under the direction of the Team Leader.

General responsibilities

  • Demonstrate compassionate care in your daily work and adopt the 6 Cs - NHS values essential to compassionate care: Care, Compassion, Competence, Communication, Courage and Commitment.
  • Understand and work in accordance with the NHS constitution and put the patient at the heart of their work.
  • Work without direct supervision but seek guidance when appropriate.
  • Work as part of a multidisciplinary team, actively contributing to service improvements where appropriate.
  • Attend training courses and work flexibly across sites as required by the service.
  • Participate in ongoing reviews, including (but not limited to) receiving audit feedback and yearly appraisal reviews.
  • Support the safeguarding of individuals following local protocols and standards.
  • Relate to others in ways that support the rights, inclusion and wellbeing of individuals, supporting individuals to keep themselves safe.
  • Always maintain a tidy office and personal space. Cleaning equipment before and after use and supporting equipment maintenance by reporting any faults as per local procedures.
  • Adhere to health and safety policies and report incidents and risks identified through Datix or line manager.
  • Familiarise yourself with and apply Trust-wide and local policies, procedures and other formal instructions.
  • Act within the scope of your authority and practice at all times.
  • Make every effort to maintain high infection control standards in accordance with the Trust's Infection Prevention and Control Policy and The Health and Social Care Act 2008.
  • Promote, monitor and maintain best practices in health, safety and security to ensure that the Trust's health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.
  • Always maintain the confidentiality of information about patients, staff and other health service businesses in accordance with the Data Protection Act 1998.

General key skills

In addition to some essential qualifications, Integrated Service Call Handlers should also have the ability to:

  • Stay calm in the event of the unexpected and under pressure
  • Communicate with a variety of different people and build rapport
  • Follow written and verbal instructions
  • To undertake competency-based training both initially and as an ongoing requirement for the post to meet service requirements
  • Demonstrate the ability to work in a team
  • Use initiative and be aware of limitations
  • Deal sensitively with distressing, emotional situations
  • Relate to others and adapt approach accordingly
  • Work unsocial hours, including 24/7 shift work and bank holidays



  • Educated to GCSE or Functional Skills level and possesses a fundamental level of Maths, English and ICT skills
  • Previous experience working and communicating with the public
  • Must be eligible to work in the UK


  • Typing/word processing skills or qualification
  • NHSP Pathways trained or other medical triage system background.
  • Computer experience
  • Previous experience working in a team or with stakeholders across a range of settings

If you are an excellent talker, a great listener and an exceptionally calm problem solver, apply to become an Integrated Service Call Hander today and start your career with the South East Coast Ambulance Service.

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08/10/2021 14:57:16
GBP 10.09 10.09

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