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Emergency Call Handler roles

Information on Emergency Call Handler roles at London Ambulance Service.

As members of the Integrated Urgent and Emergency Care team, Emergency Call Handlers answer and manage all 999 emergency calls. 

They are the first point of contact for callers, many of whom may be distressed, anxious or panicking. 

Emergency Call Handlers use effective communication skills to gather essential patient information. Using the Medical Priority Dispatch System, they carry out an initial assessment of both the patient and the scene quickly and efficiently. 

They are responsible for accurately recording essential patient information in a timely manner on the Computer Aided Dispatch system, as well as completing handwritten documentation for both emergency and non-emergency ambulance requirements. 

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

Working in the control room family

Your questions answered

  • Salaries are in line with Agenda for Change pay scales. More information can be found on the NHS Employers website.

    This role begins at Band 3 as an Emergency Call Handler. After successfully completing one year in the role, you will progress to Band 4 as an Emergency Call Coordinator.

    Please note: Post-training salary will vary depending on the number of unsocial hours worked. 

  • We operate out of two sites: Waterloo and Newham. Training takes place at our training centre in Barking.

    • Waterloo – 220 Waterloo Road, London, SE1 8SD 
    • Newham – 1000 Dockside Rd, London E16 2QU 
    • Barking – Maritime House, 1 Linton Road, Barking, IG11 8HG

     

     

  • 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. 

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

    Assessment 

    If you are shortlisted, you will be invited to attend a 45-minute assessment to evaluate your situation judgement, 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 
    • Equality, Diversity and Inclusion  

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

    • Minimum of 3 GCSEs or equivalent at grade C / 5 or above including maths and English, NVQ level 3 in a relevant subject or equivalent 
    • Experience working in a customer-focused environment 
    • Ability to work 24–hour rotating shifts 
    • Good verbal and written communication skills 
    • Age 18 years or older, in line with legislation 

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