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

Salary

During your training period, you will receive a salary of £24,228 per annum (including Outer London High Cost Area Supplement).

After your training period, you will receive a salary of £24,938 per annum (including Inner London High Cost Area Supplement).

After one year, you will progress to the Emergency Call Coordinator level, where you will receive a salary of £27,157 (including Inner London High Cost Area Supplement).
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
- Bow – St Andrews House, St Andrews Way, London, E3 3PA
Please note our Bow site will be relocating to Newham in the near future.

Training takes place at our training centre in Barking.
Application Process
Application form

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, detail your experience, knowledge, achievements, skills & abilities that meet the criteria of the person specification.

If you have a disability or require any reasonable adjustments to attend assessment or interview, please let us know.

Assessment

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
- Patient confidentiality
- Equality and Inclusion
- Working in a call centre environment
Entry Requirements
- Experience within a customer orientated environment
- Experience of using a telephone as a regular means of communication through work
- Ability to work to defined procedures and instructions
- Resilience when faced with distressing situations
- Ability to work 24 hour rotating shifts
- Good verbal and written communication skills
- Age 18 years or older (in line with legislation)