Emergency call handler roles – FAQs

As members of the Integrated Urgent & Emergency Care team, Emergency Call Handlers answer and take charge of all our incoming emergency 999 calls.

They are the first point of contact for our callers, some of whom will be distressed, anxious or panicking.

Emergency Call Handlers use effective communication skills to obtain the required essential patient information.

They use the Medical Priority Dispatch System to obtain an initial assessment of both the patient and the scene in an efficient manner and are also responsible for accurately recording essential patient information in a precise and timely manner on both the Computer Aided Dispatch system and by completion of handwritten paperwork for both emergency and non-emergency ambulance requirements.

Trainee Emergency Call Handlers undergo five weeks of classroom training followed by a minimum of 10 supervised shifts in our Emergency Operations Centre.

Two call handlers at their workstation wearing uniform and headsets taking calls

Salary

During your training period, you will receive a basic salary of £27,228 per annum pro rata (inclusive of Inner London High Cost Area Supplement).

After your training period, you will receive a salary of £32,450 per annum pro rata (inclusive of Inner London High Cost Area Supplement)*.

Upon completing one year in the role, you will be promoted to the position of ‘Emergency Call Coordinator’. You will receive a pro rata salary of £35,240 per annum, which includes the Inner London High Cost Area Supplement*.

Please note: *Post-training salary will vary dependent on the number of unsocial hours worked.
Working patterns

We are an emergency service and you will be required to work a rotating shift pattern, covering 24 hours per day, 7 days per week.
Training and posting locations
We operate out of two sites:
- Waterloo – 220 Waterloo Road, London, SE1 8SD
- Newham – 1000 Dockside Rd, London E16 2QU
Training takes place at our training centre in Barking.
Application Process
When completing your application, all sections of the form need to be complete, including detailing your full employment and education history. Please also ensure your contact details are correct.

Ensure that any relevant convictions, cautions or previous dismissals are declared.

When completing your supporting information, please highlight your experience, knowledge, achievements, skills & abilities that meet the criteria of the person specification. We will only review applications with a minimum word count of 150.

If you have a disability or require any reasonable adjustments to attend assessment or interview, please confirm this in your application.

Assessment

If you are shortlisted, you will be invited to attend a 45-minute assessment to evaluate your comprehension, recall, and typing skills.

Interview

If successful at assessment, you will be invited to a competency-based interview where we will be looking for examples of your experience and understanding in the following areas:
- Ability to deal with stressful situations
- Team-working
- Confidentiality
- Equality, Diversity and Inclusion(EDI)
Entry Requirements
Minimum of 3 GCSE’s or equivalent at grade C / 5 or above including Maths and English, NVQ level 3 in a relevant subject or equivalent
- Experience within a customer orientated environment
- Ability to work 24 hour rotating shifts
- Good verbal and written communication skills
- Age 18 years or older (in line with legislation)