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Emergency-Urgent Call Taker job description
Ensure that calls which are received within the Control Centre are assessed using the clinical call assessment system to ensure that patients and other healthcare professionals are directed to the most appropriate healthcare professional or end disposition. Deliver advice and guidance to callers regarding medical / trauma conditions and scene safety until a response arrives or until a suitable alternative method of care is identified.
1. Achieve ORGANISATION Pathways Core Competence status within 8 weeks of employment;
2. Receive incoming emergency, urgent and non-urgent calls simultaneously operating the telephony, computer aided dispatch and prioritisation systems;
3. Remain updated with back up contingency plans and procedures to accommodate any system failures. Put these procedures into action whenever required;
4. Accurately and promptly analyse information provided by the caller to allow appropriate resources to be prioritised and allocated at the earliest possible opportunity;
Skills and Abilities
• Excellent keyboard and computer skills – minimum speed of 30 words per minute – applicants will be tested
• Professional telephone manner – demonstrated in application, interview and reference
• Excellent listening skills – applicants will be tested
• Basic literacy skills – applicants will be tested
Knowledge/ Experience • Experience of working in a call centre or customer focused environment –demonstrated in application
• Experience of using computers – demonstrated in application & tested
Personal • Ability to work effectively in a pressurised environment – demonstrated in application, interview and reference
• Ability to follow protocols – demonstrated in application, interview and reference
• Excellent communication skills – demonstrated in application, interview and reference
• Maintain confidentiality – demonstrated in application, interview and reference
5.Based on the caller information ascertained promptly inform the Control Dispatcher of any changes in situation or category that may effect the initial response or crew scene safety;
6.Accurately assess callers/patients needs and offer suitable solutions using computer aided systems;
7.Use effective telephone techniques to deal with emotive incidents from all types of caller, including distressed / angry callers, in a professional, quick and efficient manner;
8.Provide telephone advice and guidance to callers regarding medical and trauma conditions as well as scene safety, utilising ORGANISATION Pathways;
9. Using own judgement alert the Supervisor on a variety of issues to include:-
a) Incidents that have potential to become large scale including all Chemical Biological Radio-active Nuclear (CBRN) incidents and Airport incidents
b) Matters relating to the effective and efficient running of the service
c) Possible complaints
d) Misuse of the service
e) Concerns regarding equipment efficiency
f)Incidents that have potential to become large scale including all Chemical Biological Radio-active Nuclear (CBRN) incidents and Airport incidents
g)Matters relating to the effective and efficient running of the service
i)Misuse of the service
j)Concerns regarding equipment efficiency
10.Use the appropriate Organisation reporting mechanisms for any adverse incidents;
11. Share best practice with colleagues;
12. Make suggestions for improvements and developments to systems and processes to the appropriate managers;
13. Maintain own Continuing Professional Development portfolio;
14. Be aware of and apply principles of patient confidentiality, all current data protection legislation and vulnerable persons procedures (child and adult) within all aspects of work;
15. Maintain knowledge of own responsibilities in relation to health and safety;
16. Prepare for and partake in an annual Personal Development Review to identify own development needs and career progression plans;
17. Adhere to the Organisation’s Code of Ethics;
18. Attend all mandatory training required to the knowledge and skills required for the prioritisation of Emergency / Urgent call situations;
19. Ensure that own actions support equality and diversity and maintain an understanding of Organisation policy in relation to equal opportunities