EOC Telephone Advisor (999 Call Handler)

Working in our Emergency Operations Centre you will be the first point of communication with patients, patient’s relatives, healthcare professionals and other emergency services when they call 999 for an emergency ambulance. You will use the Computer-Aided Dispatch System and take callers through designated protocols promptly and accurately to ensure patients get the help they need. These calls are often complex and the caller will have to divulge sensitive information regarding the patient’s condition.

An EOC Telephone Advisor must stay level-headed, professional and patient at all times. You will analyse the information you receive and use accurate decision-making skills to ensure the best care for the patient whilst showing care, compassion and understanding of racial and cultural differences without bias or prejudice.

Essential requirements

  • Minimum of three GCSEs or equivalent at grade C or above including Maths and English; or an NVQ Level 2 in a relevant subject including Maths and English.
  • Ability to manage stressful situations and make sound decisions
  • Excellent telephone manner
  • Basic IT skills