NHS 111 Call Handler

Could you save lives with your voice?

The Role

Are you passionate about people and have a caring nature? We are looking for patient focused individuals interested in a career as an NHS 111 Health Advisor. The ideal candidate will be calm, professional, and empathetic. Our Health Advisors deal with a variety of calls that range from minor illnesses to life threatening situations every day. If you are looking for a challenging role and want to be a part of a dynamic and supportive team, we would love to hear from you!

As a Health Advisor at IC24, when our patients dial 111 you will be the first point of contact and the voice at the end of the line. It’ll be up to you to deliver sometimes life-changing advice, triaging a wide range of calls and providing safe, effective assessments and non-clinical advice using the NHS Pathways System.

Emotional resilience is an essential skill to have, you will need to think fast but clearly whilst still typing detailed notes on the system. A call could come through for something as simple as a prescription request, but once that call finishes you may automatically get another call through from someone who is distressed and wanting to take their own life. Do you have the resilience to overcome difficult situations such as these?

A fresh start, high-quality onboarding and a robust training programme are on offer, and we proactively encourage and support our Advisors to quickly progress through the ranks as a Coach, Service Manager or Team Manager. We also offer development through our national recognised patient service qualification programme, Aspire to Excellence.

Whilst this role is predominantly hybrid working you will need to travel to your assigned office (either, Ipswich, Gloucester or Norwich) when required. This will include attending a contact centre during your initial training period for your induction and assessments and for further training and/or face to face support and guidance.

Who are we?

We are Integrated Care 24 (IC24), the leading not for profit Social Enterprise providing innovative and patient focused primary care services. IC24 is committed to improving access to health and social care for our patients and reducing the demand on secondary care services. IC24 provides services to over 6 million patients, including GP led out-of-hours services, NHS 111, primary care and secondary care support services.

Location Hybrid working with ad hoc travel to one of our contact centres in Norwich, Ipswich and Gloucester area

Hours Available We have full and part time opportunities ranging from a minimum of 12 hours to a maximum of 37.5 hours per week, covering a 24/7 operation

We have rotas available for Saturdays-Mondays 08:00-20:00 and will consider additional hours at other times. We also have overnight rotas and split shifts available.

We are confident we can find a rota that works for you but please note that we so we require a minimum amount of shifts to be undertaken during weekends as part of your regular rota and shift patterns can vary.

Additional hours may be available in times of peak demand.

Training

Applicants must be available to start training on either the 12th August 2024 or 28th August 2024.

The 12th of August course runs until the 2nd of September and is weekdays 9am-5pm.

The 28th of August course runs until the 22nd of September and is evenings and weekends.

You must be able to attend every day of your course.

Assessment Evenings

We will be holding assessment evenings for candidates in our contact centres for you to get to know more about the role from our colleagues and see what it’s like to work for IC24.

The evening will give you an insight into the daily life of an NHS 111 Health Advisor, giving you the opportunity to chat to a wide range of colleagues from our managers, training team to Health Advisors about the role in interactive sessions. You will also have the opportunity to discuss rota options with our rota team and to demonstrate your skills and qualities in a face-to-face interview.

Ipswich Care Coordination Centre open evening: Tuesday 16th July 2024 6pm-8pm

Norwich Care Coordination Centre open evening: Tuesday 9th July 2024 6pm-8pm

What’s in it for you:-

Salaries start from £23,541 per annum for daytime rotas, pro rata
Enhancements are paid between 20:00 and 06:00 hours and for all hours on weekends, with further enhancements on bank holidays
Additional annual leave above statutory minimum based on service
Fully Paid training
Advanced maternity and paternity after qualifying period
Opportunity to join the NHS Pension Scheme
Free 24/7 independent counselling service
Learning and development opportunities
Employee Assistance Programme
Free membership to our reward and discount platform
Access to Blue Light Card and other NHS Discount Schemes
Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory enhanced DBS disclosure and two references.

Closing date: 28th of June 2024

Please note this advert may close sooner if sufficient applications are received.

We celebrate brave ideas and brave people.

careers.ic24.org.uk

We are committed to providing equal opportunities for all people and we particularly encourage applications from ethnic minorities, applicants with a disability and those from other under-represented groups.

If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team