Emergency Call Handler

This 12-month post sits in the operations centre of the KIDSNTS intensive care transport team at Birmingham Women's and Children's NHS Foundation Trust. The post holder takes emergency referral calls from doctors and nurses across the region, logs details of critically ill children and babies, and enters live data into the database and Taurus. Shifts cover the 24/7 service, including 12-hour days and 11-hour nights with lone working, on a 4-week rota shared with the admin team.

All training is given once in post.

• Answer emergency calls on the high-tech switchboard console from doctors and nurses across the region
• Accurately record emergency telephone referrals of critically ill children and babies
• Input live patient information into the web database, register patients on Taurus and use Lorenzo to support the service
• Confer calls and speak confidently to all MDT members, developing close links with other teams and hospitals
• Track the team's position and journey progress, keeping clear communication throughout transfers
• Prepare and chair daily team handover meetings and take minutes
• Ensure all documentation is scanned to the database and hospital systems before shredding, per trust governance policy
• Produce activity, audit and outreach reports
• Maintain contact information for team members
• Maintain equipment and stock, collect and distribute mail, and arrange courier deliveries for transport equipment
• Inform the Team Leader of service issues and report health and safety issues to management
• Carry out general office administration and provide cover as required

• Maths GCSE grade C or above
• English GCSE grade C or above

• Clear and concise written and verbal communication
• Computer literacy and IT skills, including Word, Excel, PowerPoint and Outlook
• Customer service skills
• Ability to think ahead when taking calls
• Efficient and accurate transfer of information onto a database
• General office administration skills

• Willingness to work 24/7 shifts, including nights and lone working

• NVQ level 2 in a relevant subject
• NHS background
• Experience of using a patient administration system
• Experience of database use

• Training given once in post