Emergency Call Handler

Employer information

Flexible working

Flexible working arrangements may be considered and discussions with the recruiting manager regarding this are encouraged.

Job overview

A dynamic, enthusiastic, confident and proactive individual who will be play an integral part in the KIDSNTS intensive Care Transport Team.
Answering emergency calls using a high tech switch board facility, taking the regional cot location figures, confidently talking to consultants and members of the MDT, conferencing people timely and efficiently, using a web data base to input 'live' essential patient information, registering patients on Taurus (electronic patient record system) and assisting the team with the administrative support they need to enable them to transfer patients safely.

Based in the busy operations centre, the post holder will be working closely with all grades of medic, nurses, administrators and other team members.
The post holder will be responsible for taking initial calls from doctors and nurses within the region. Customer service skill, IT skills and an ability to 'think ahead' is essential when taking calls, as is the ability to transfer information onto the database efficiently.
General office administration skills, assisting with preparation of all documentation and communication needs to meet service requirements.

All training will be given once in post.

The post holder will be required to work shifts to cover the 24/7 service, including 12 hour days shifts and 11 hour night shifts with periods of lone working. Duties are shared between the admin team on a 4 week rota.

Main duties of the job

Using a high tech switch board console efficiently and with confidence.

Accurate recording of emergency telephone referrals of critically ill children and babies.

Confidently speak to all members of the multi-disciplinary team

Prepare and chair daily team handover meetings and take minutes.

Develop and maintain close collaborations with other teams and hospitals.

To track the team's current position and journey progress ensuring communication at all times. Efficient conference calling is paramount to the service, ensuring clear and concise communication throughout the process.

To personally ensure that all documentation is scanned to the database and hospital systems before the shredding of notes in accordance to the trust's strict governance policies.

Participate in and become a competent user of Lorenzo and its use to support the service.

Assist the team in producing activity, audit and outreach reports.

Maintain contact information for team members ensuring smooth, efficient and professional communication always.

Responsible for maintaining equipment and stock. To collect mail, distribute
accordingly, organise courier deliveries for transport equipment as required

Ensure the Team Leader on shift is informed of any service issues as well as Identifying. Report any health and safety issues to the management team and appropriate department.

Any other office or administrative duties as necessary and as required by the service including providing appropriate cover.

Working for our organisation

Birmingham Women's and Children's NHS Foundation Trust is the first of its type in the UK. Our Trust was formed in February 2017 to drive forward our commitment to provide the highest quality, world-class physical and mental health care for our women, children and families. Uniting our hospitals means more seamless care; more investment to make greater advances in our specialist treatment and world-leading neo-natal and fetal work. Importantly, it also gives us a greater voice in shaping the future of family-centred care.

Birmingham Children's Hospital is a UK leading specialist paediatric centre with an international reputation in several areas.

Birmingham Women's Hospital is one of two dedicated women's hospitals in the UK, with the busiest single site maternity unit, delivering more than 8,200 babies a year offering a full range of gynaecological, maternity and neonatal care.

Our Trust is committed to creating the best place to work. We believe in promoting and enhancing inclusion, diversity and equality and encourage applications from all areas of the community, who meet the criteria for the role, regardless of age, gender identity, disability, race, religion or sexual orientation.

Person specification

Education

Essential criteria

• Maths GCSE grade C and above
• English GCSE grade C and above

Desirable criteria

• NVQ level 2 in relevant Subject

Knowledge and Nature of Experience

Desirable criteria

• NHS Background
• Experience of using a Patient Administration System
• Experience of Database use

Analytical and Judgement Skills

Essential criteria

• Clear and concise written and verbal communication skills
• Computer literate with knowledge and experience of using Microsoft Office including Word, Excel, Powerpoint and Outlook.

Additional employer information

Sponsorship

Please note, visa sponsorship is only available for certain roles in line with current UKVI regulations. Please ensure the role you are interested in meets the criteria for sponsorship before submitting your application. If you would like more information, please visit: UK Visas and Immigration - GOV.UK

Artificial Intelligence (AI)

We understand that some applicants may choose to use artificial intelligence (AI) tools to assist in preparing their application materials. While this is not discouraged, we kindly remind candidates that all submissions must be truthful and accurately reflect your own experiences and suitability for this role. Personal integrity and authenticity are central to our recruitment process. We value honesty and appreciate applications that are genuine and representative of the individual behind them.

Applications that rely too heavily on AI tools can appear generic and lack the detail we need to assess your skills and experience. Such applications will unlikely be progressed to interview.

Reasonable Adjustments

BWC is proud to be a Disability Confident Employer, committed to fostering an inclusive environment for those with a disability, long term health or mental health condition. The Disability Confident scheme means we actively encourage applications from people with disabilities, long term health or mental health conditions, and we want to ensure our recruitment practices are inclusive and accessible to all. Our aim is to get the best out of every individual and if successful for interview, you will be asked if you require any reasonable adjustments (special requirements). We will strive to support and accommodate these requests where possible.

Safeguarding

As a Trust employee you are required to comply with all legislation and guidance relating to safeguarding children and adults with care and support needs, and promoting their health and welfare. You are required to inform the Head of Safeguarding of any safeguarding concerns about your own children or children you live with. This information will be treated in a confidential manner.

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Application numbers

Occasionally we receive a large number of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

Documents to download

• Job Description and Person Specification (PDF, 824.5KB)
• 4 week rota example (PDF, 64.7KB)