111 Call Handlers


Kent, South East, United Kingdom

Employer: South East Coast Ambulance Service - NHS

Type: 6-month temp to perm

Role: Integrated Service Call Handler

Rate: Band 3 £10.09 per hour. Nights and Saturdays premium rates £14.59 per hour. Sundays £18.38 per hour

Location: Ashford, TN24 0TL

If you are a calm, collected individual with an excellent ability to communicate with others, we have a fantastic opportunity for you to become an Integrated Service Call handler for South East Coast Ambulance Service (SECAmb).

Starting with a 6-month temporary contract at the SECAmb base in Ashford, you will be working in an extraordinary branch of the NHS providing first point telephone assistance and support to 111 callers.

This fantastic opportunity has longer-term potential for the right candidate with a possible permanent contract when the Ashford base relocates in May 2022 to a new integrated service super hub at Gillingham Business Park.

Your employer

South East Coast Ambulance Service is one of the biggest ambulance trusts in the UK, working across 3,600 square miles of densely populated urban areas, sparsely populated rural areas and some of the busiest stretches of motorway in the country.

There are over 4,000 staff members throughout the Trust, serving over 4.9 million people and receiving more than 2,300 urgent 999 calls per day. A typical day for the SECAmb staff is anything but average.

The Ashford base where you will be located for the initial 6-month contract is an NHS 111 contact centre; it is also one of the Trusts eight Make Ready Centres and one of their two Hazardous Area Response (HART) Centres.

For those driven by the desire to provide help and support to others, vacancies for Integrated Service Call handlers like this can be life-changing opportunities that open exciting career pathways.

Your role

You will be drawing on your exceptional speaking, listening, and problem-solving skills as the first point of contact for those calling in with non-urgent, urgent, and emergency healthcare needs.

You will receive a variety of calls. Some will be regarding life-threatening emergencies that require an immediate response, such as dispatching an ambulance and providing first aid advice until ambulance clinicians arrive. In contrast, some will require you to advise, reassure or direct the caller to other more suitable services.

You will be using the Trust approved triage system to ascertain the callers' needs and provide the required information in a calm, compassionate, but assertive manner. You will always receive the highest levels of support from your fellow team members and team leaders. With so much responsibility, it is imperative that you always feel capable of taking control and providing assistance when needed most.

Main duties

As an Integrated Service Call Handler for the South East Coast Ambulance Service, you will:

  • Receive requests for assistance, treatment or care. The requests may be from the general public, Health Care Professionals, emergency services, internal or other stakeholders.
  • Communicate and interact with others effectively, efficiently and courteously using the organisational standards and protocols.
  • Receive and record information accurately on the organisations' computer systems. This will involve triaging patient calls using the appropriate Clinical Decision Support System (CDSS).
  • Provide Instructions to callers based on a triage outcome, from providing instructions to callers in life-threatening situations to signposting callers/patients to the most appropriate care/service using the Directory of Services where applicable.
  • Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.
  • Offer coaching support to trainee Call Handlers under the direction of the Team Leader.

General responsibilities

  • Demonstrate compassionate care in your daily work and adopt the 6 Cs - NHS values essential to compassionate care: Care, Compassion, Competence, Communication, Courage and Commitment.
  • Understand and work in accordance with the NHS constitution and put the patient at the heart of their work.
  • Work without direct supervision but seek guidance when appropriate.
  • Work as part of a multidisciplinary team, actively contributing to service improvements where appropriate.
  • Attend training courses and work flexibly across sites as required by the service.
  • Participate in ongoing reviews, including (but not limited to) receiving audit feedback and yearly appraisal reviews.
  • Support the safeguarding of individuals following local protocols and standards.
  • Relate to others in ways that support the rights, inclusion and wellbeing of individuals, supporting individuals to keep themselves safe.
  • Always maintain a tidy office and personal space. Cleaning equipment before and after use and supporting equipment maintenance by reporting any faults as per local procedures.
  • Adhere to health and safety policies and report incidents and risks identified through Datix or line manager.
  • Familiarise yourself with and apply Trust-wide and local policies, procedures and other formal instructions.
  • Act within the scope of your authority and practice at all times.
  • Make every effort to maintain high infection control standards in accordance with the Trust's Infection Prevention and Control Policy and The Health and Social Care Act 2008.
  • Promote, monitor and maintain best practices in health, safety and security to ensure that the Trust's health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.
  • Always maintain the confidentiality of information about patients, staff and other health service businesses in accordance with the Data Protection Act 1998.

General key skills

In addition to some essential qualifications, Integrated Service Call Handlers should also have the ability to:

  • Use your own initiative as appropriate
  • Stay calm in the event of the unexpected and under pressure
  • Communicate with a variety of different people and build rapport
  • Follow written and verbal instructions
  • To undertake competency-based training both initially and as an ongoing requirement for the post to meet service requirements
  • Demonstrate the ability to work in a team
  • Use initiative and be aware of limitations
  • Deal sensitively with distressing, emotional situations
  • Relate to others and adapt approach accordingly
  • Work unsocial hours, including 24/7 shift work and bank holidays



  • Educated to GCSE or Functional Skills level and possesses a fundamental level of Maths, English and ICT skills
  • Previous experience working and communicating with the public
  • Must be eligible to work in the UK


  • Typing/word processing skills or qualification
  • NHSP Pathways trained or other medical triage system background
  • Computer experience
  • Previous experience working in a team or with stakeholders across a range of settings

If this is the chance you have been waiting for, apply today. There is no better place to start your NHS career than with the South East Coast Ambulance Service NHS Foundation Trust.

Company Details

Company Name
Blue Arrow
Administration and Secretarial

Job Details

Employment Type
Job Location
South East
United Kingdom
gbp 10 to gbp 18 annum