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Trainee Emergency Call Handler

Band 3

Main area
Emergency Operations Centre
Band 3
20 hours per week
Job ref
Bow / Waterloo
£11,793 p.a inc HCAS
26/08/2019 23:59

London Ambulance Service NHS Trust is the busiest emergency ambulance service in the UK with over 5,000 staff who works across a wide range of roles. Our service operates over an area of approximately 620 square miles across London based in 70 ambulance stations. 


We serve more than eight million people who live and work in the London area. Our main role is to respond to emergency 999 calls, getting medical help to patients who have serious or life-threatening injuries or illnesses as quickly as possible.


However, many of our patients have less serious illnesses or injuries, and do not need to be sent an ambulance on blue lights and sirens. Often these patients will receive more appropriate care somewhere other than at hospital and so we provide a range of care to them, recognising that many have complex problems or long-term medical conditions. We also provide clinical assessments over the phone to more callers with less serious illnesses and injuries. 


As an integral part of the NHS in London, we work closely with hospitals and other healthcare professionals, as well as with other emergency services. We are also central to planning for, and responding to, large-scale events or major incidents in the capital. 


In everything we do, we are Respectful, Professional, Innovative and Collaborative. 


Respectful - Caring for our Patients and each other with compassion and empathy. Championing quality and diversity. Acting fairly.


Professional - Acting with honesty and integrity. Aspiring to clinical, technical and managerial excellence. Leading by example. Being accountable and outcomes orientated.


Innovative - Thinking creatively. Driving value and sustainable change. Harnessing technology and new ways of working. Taking courageous decisions.


Collaborative: Listening and learning from each other. Working with partners. Being open and transparent. Building trust.


Do you want to finish your working day feeling like you have made a difference to someone’s life? 


Then join our Emergency Operations Centre as an Emergency Call Handler and be the first point of contact for 999 callers who need your help.  Working as part of a diverse and professional team you will receive and take charge of all incoming emergency calls obtaining an initial assessment of both the patient and the scene.


Do you have a caring attitude, enhanced communication skills that would allow you to retrieve vital information from distressed callers and be able to remain calm under pressure? If yes, then this could be the role for you and this can offer an experience like no other job would. 


What we can offer you:


  • Competitive salary based on 20 hours per week


  • Starting salary: £11,793 per annum inclusive of HCAS.  In addition, unsocial hours are payable depending on your rota pattern in line with Section 2 of Agenda for Change (approximately two months into employment).   


  • In your second year you will progress to an Emergency Call Co-ordinator, Band 4, obtaining additional skills and receive a starting annual salary of £13,053 per annum inclusive of HCAS rising in increments to £14,951 per annum inclusive of HCAS.  In addition, unsocial hours are payable in line with Section 2 of Agenda for Change.


  • Internationally accredited comprehensive training – intensive, assessment based training course


  • Continued development within a diverse and professional team to build confidence and knowledge.


Our ECHs are based in two London 999 Emergency Operations Centres and take in excess of 5,000 emergency calls every day, you would undertake a pivotal role in helping us respond to these patients.  


The next available course start dates are: 20th January 2020.


Please read the application guidance prior to completing your application and please state your preferred course start date in the supporting information statement and indicate whether you are interested in full or part time roles. 


Short-listed applicants must successfully complete all relevant assessments, in order to progress to interview.


Please note that this post is exempt from the rehabilitation of offenders act. This means that an enhanced disclosure check will be completed prior to joining and you must declare certain conviction/ caution(s), please review the DBS policy statement attached for further information of what to declare. Please clearly answer all the questions under the safeguarding section contained in the application form and if you answer yes to any of these question; please ensure you state date, name and circumstances surrounding any caution/ conviction(s), these caution/conviction(s) will be considered against the post before your application will proceed to shortlisting.


We positively welcome diversity and want to be a truly inclusive place to work. We are looking for self-motivated, enthusiastic people from all backgrounds who care about making a difference.


London Ambulance Service NHS Trust is a member of the Business Disability Forum, Business in the Community (Opportunity Now and Race for Opportunity), Stonewall and a member of Inclusive Employers. 


Applicants must be aged 18 years or over at the start of employment and will need to be able to work a shift rota which covers days, nights, weekends and bank holidays.


Successful candidates will be required to undertake the 5 week training on a full time basis. (Monday – Friday 9am-5pm).


If you do not hear back from us within four weeks of the advert closing date, please assume that you have not been successful at the shortlisting stage.


The closing date for completed applications is 26th Aug 2019

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Applicant requirements

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the resident labour market test. UK Visas and Immigration (UKVI) requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UKVI website. From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement. Guidance can be found here Criminal Records Checks for Overseas Applicants.

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

Documents to download

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Further details / informal visits contact

The Recruitment Centre
Email: [email protected]
Telephone: 02030690260