111 Call Handler

Job Introduction

As a 111 Call Handler, you can expect a competitive base salary of £22,816 - £24,336 with the potential to earn up to £28,000 per annum. Additionally, you will receive unsocial hours enhancements, earning a shift bonus for all hours worked between 8pm and 6am Monday-Friday, and all-day Saturday, which translates to approximately £15.00 per hour. For Sundays and Public Holidays, you will earn approximately £18.60 per hour.

Other benefits include a generous NHS Pension Scheme, 35 days' annual leave (inclusive of Bank Holidays, pro-rata), access to occupational health and counselling support services, free parking at most Trust sites, and opportunities to join staff networks such as LGBTQ+, BAME, Disability, and Women’s networks. You will also have access to discounted car-lease schemes, the Blue Light Card discount scheme, home electronics scheme, and the cycle to work scheme.

Main Responsibilities

The role of a call handler at 111 involves using the NHS Pathways system to provide assistance to callers in a range of situations, from minor illnesses to life-threatening emergencies. This role can be challenging and demanding, requiring a range of skills such as the ability to handle stressful and emotional situations, while remaining compassionate and empathetic to all callers. The role involves working varied shifts including earlies, lates and weekends, but the service offers flexible working to ensure a good work-life balance.

The Communication and Relationship Responsibilities of a 111 call handler include:

• Providing high quality, safe, and clinically effective health care over the telephone using a clinical decision system software.
• Supporting patients in managing their condition at home, where appropriate.
• Acting as an effective liaison between callers and third parties in critical situations or areas of concern, such as child abuse, where information is not consistent or may be disputed.
• Ensuring that every patient contact is conducted appropriately, with clear, evidence-based advice and signposting to an appropriate service.
• Using advanced listening, probing, and facilitative skills across a wide range of calls, some of which may be highly challenging due to emotive circumstances or caller aggression.
• Using complex communication skills to negotiate, utilizing language support services as necessary.

Analytical and Judgemental Responsibilities

• To exercise analytical and judgmental skills in assessing the severity of patient's symptoms based on the information provided and selecting the most appropriate course of action according to established protocols.
• To identify and respond appropriately to emergency situations, ensuring that the necessary resources are mobilised promptly.
• To escalate complex or high-risk cases to senior clinical staff as required, ensuring that patient safety is maintained at all times.
• To use critical thinking skills to identify potential risks and take appropriate action to mitigate them.
• To identify and address any gaps in patient information or data, seeking clarification or further information as required.
• To maintain accurate and timely records of patient interactions and assessments, ensuring that all documentation is complete and up-to-date.

In summary, we are looking for call handlers who have:

• Drive and passion to make a difference to people's lives.
• Personal resilience to work in a high-pressured environment.
• Ability to work well within a team as well as independently.
• Fast and accurate typing skills
• Good standard of education or equivalent experience
• Ability to remain calm under pressure.
• Good problem-solving skills
• Excellent interpersonal skills with an empathetic nature.

Rota Requirements

Our operations centres operate 24 hours every day of the year, so full time, part time and flexible shift options are all available. Please see the below site shift requirements to ensure the role is suitable for you. Please also be aware that you will be expected to work Bank Holidays including Christmas. Any Bank Holidays worked will be added to your holiday allowance.

Rota patterns available:

• 14 to 20 hours (weekends only, or evenings & weekends).
• 16 to 20 hours (morning and evening, part time; Monday-Friday only).
• 20 hours per week (over 5 days)
• 30 hours per week, (shift work, including night and weekend shifts)
• 37.5 hours per week (shift work, including night and weekend shifts)