BECOME AN EMERGENCY CALL TAKER OR DISPATCHER
The Clinical Coordination Centre (CCC), also known as ‘control’, has a vital role on the front line of the emergency ambulance service. The team is responsible for answering the 999 and other healthcare professional telephone calls to the ambulance service then dispatching the appropriate response (e.g. emergency ambulance, rapid response vehicle) to the incident.
The CCC is the first point of contact for the patient journey and no two situations will be the same. You might be dealing with a life-or death emergency, such as a multiple pile-up on a motorway, a heart attack or a drug overdose. You might be faced with a non-life-threatening situation that nevertheless needs a response, such as a child with a suspected broken leg. Your job will be to get all the essential information from the caller, who might be extremely anxious or panicking, as quickly and accurately as possible. Thinking fast, multitasking and using your initiative, you will often work under great pressure.
In extreme cases you might have to talk a member of the public through an emergency procedure, such as clearing an obstruction from someone’s windpipe.
The team is also responsible for dispatching ambulances and other resources to the scene of the incident; this may be part of the role of the person taking the call or another member of the team.
These are some of the essential criteria you will need to be successful for these roles:
- Excellent communication skills. Especially the ability to speak clearly over the telephone
- NVQ2 (or equivalent) in customer care, contact centre or similar
- Customer service experience
- Telephone and general administration experience
- Experience in use of IT systems and ability to input data accurately
- Ability to work calmly especially when under pressure
- GCSE English at grade C or higher and GCSE maths at grade D or higher (or equivalent qualifications).
A £200 bonus will be paid once you successfully complete the 3-week initial classroom training.
An extra £300 bonus will be paid when you’ve been successfully signed off after your coaching and mentoring period (roughly 3 months after the classroom training).
A further £700 bonus will be paid when you’ve completed your probationary period (generally 6 months after coaching sign-off but in some circumstances this can be extended).
(The bonuses above are for full-time contracts and those on part-time contracts will receive a percentage of the maximum bonus e.g. for a 24 hour per week contract the first bonus would be £128. The second bonus would be £192. The final bonus would be £448).
What is the package?
- Salary: Band 3 (plus Unsocial Hours (USH) in line with Section 2 of Agenda for Change)
- Hours: Mostly full-time posts, with occasional part-time hours available
- Location: Bicester, Oxfordshire and Otterbourne, Hampshire
- Annual leave: Minimum 27 days plus statutory public holidays, pro rata for part-time staff
- Shift pattern: Evenings, nights and weekends, various shifts