Call Taker – Non-Emergency Ambulance Control

JOB SUMMARY 

The post holder will be responsible for receiving and processing all non-emergency calls throughout Northern Ireland.  Operate the Computer Aided Dispatch System (CAD) and Integrated Command and Control System (ICCS) in line with Trust policies and procedures.

Location: Londonderry

Job Type: Temporary 

Duration of booking: Expected to last 6 months with possible extension

Proposed start date: ASAP

Pay Rates: Up to £15.48 per hour Umbrella or £13.80 per hour PAYE inclusive of holiday pay

Hours / Working Days: Shifts between Monday – Friday 0700 – 0000 Sat/Sun 0800 - 2000

Sector: Healthcare 

Based: Office / Hospital 

KEY DUTIES / RESPONSIBILITIES

• Responsible for receiving, processing and accurately recording patient’s details for all non-emergency calls onto the ICCS System.
• Operate the CAD System and ICCS System effectively and efficiently to dispatch the most appropriate resource in response to non-emergency requests for transportation as and when required.
• Communicate with Patient Care Service (PCS) crews using radio protocols in accordance with Control procedures.
• Deal with routine enquiries from the general public, GP’s, PCS ambulance crews, medical staff and other professional organisations in relation to the routine transportation of patients, referring non routine enquiries to the Control Officer or Duty Performance Manager as appropriate.
• Assist the Control Officer in liaising with hospital wards, day centres and outpatient clinics to co-ordinate patients’ transportation to maintain efficient use of resources and minimise waiting times.
• Assist the Control Officer in liaising with Doctors Surgeries and hospital staff with regard to changes in appointment times and/or to facilitate the transportation of patients.
• Liaise with the Emergency Ambulance Control (EAC) to arrange transport for patients whose needs are beyond the scope of PCS and transportation that has been booked with the EAC which can be conveyed by PCS.
• Allocate unplanned and non-allocated patients to vehicles appropriately as and when required.
• Assist the Control Officer in passing planned work to PCS crews, ambulance stations and Voluntary Car Service Drivers.
• Undertake duties as directed by the Control Officer in the control and management of ambulance personnel and resources at Major Incidents in line with Major Incident procedures and mobilisation systems.
• To observe careful use of computer equipment in accordance with Health and Safety legislation.
• To provide advice and demonstrate workplace routines to new or less experienced staff.
• Update all Command and Control information systems ensuring all manual and computerised records are completed in accordance with Control Procedures.  
• To update the Occurrence Log Book in accordance with Control Procedures.
• To report any faults or problems with the CAD and ICCS Systems in line with Control procedures.
• Test call equipment as and when required.
• To undertake the duties of the Control Officer during meal breaks and other short periods of absence.

Skills and experience

• Five GCSEs at Grade C or above, including English Language or equivalent educational qualification  plus a minimum of one years’ experience working in a call centre environment or similar ie in a patient, client or customer-focused environment

OR

• A minimum of two years’ experience working in a call centre environment or similar ie in a patient, client or customer-focused environment.
• A working knowledge and experience of Microsoft Office Suite or equivalent
• Ability to work an alternating shift pattern including weekends
• Knowledge of medical terminology