About the Company
The Scottish Ambulance Service is a vital part of NHS Scotland, dedicated to providing high-quality emergency medical services across the country. Our teams of paramedics, technicians, and support staff work tirelessly to respond to emergencies, save lives, and provide essential care. We are committed to fostering a supportive and professional environment where every member of staff contributes to our life-saving mission. Joining us means becoming part of a dedicated team making a real difference in people’s lives every single day.
Job Description
Are you a calm, compassionate individual with a desire to make a significant impact when it matters most? The Scottish Ambulance Service is seeking dedicated Emergency Call Handlers to join our critical control room in Dumfries. This demanding yet incredibly rewarding role involves being the first point of contact for individuals experiencing emergencies, ranging from medical crises to fire-related incidents (in collaboration with fire services). You will be responsible for quickly assessing situations, providing vital pre-arrival instructions, and coordinating the dispatch of appropriate emergency resources. Full comprehensive training will be provided to ensure you are fully equipped for this challenging and fulfilling career. This role involves shift work, including nights, weekends, and public holidays, reflecting the 24/7 nature of emergency services.
Key Responsibilities
- Answer emergency 999/112 calls promptly and professionally.
- Rapidly assess the nature and severity of calls, prioritizing responses based on clinical need.
- Provide clear, concise, and potentially life-saving pre-arrival instructions to callers (e.g., CPR guidance, choking procedures).
- Accurately record critical information into computer-aided dispatch systems.
- Liaise with ambulance crews, fire services, police, and other emergency responders.
- Maintain a calm and reassuring demeanor, even in highly stressful situations.
- Adhere to strict protocols and guidelines to ensure patient safety and effective resource deployment.
Required Skills
- Excellent verbal communication and active listening skills.
- Ability to remain calm, focused, and professional under pressure.
- Strong problem-solving and decision-making abilities.
- Proficiency in basic computer systems and data entry.
- High level of empathy and compassion.
- Reliability and excellent attendance record.
- Ability to work effectively as part of a team.
Preferred Qualifications
- Previous experience in a customer service or contact centre environment.
- Familiarity with medical terminology (though not essential, full training provided).
- Understanding of the local geography of Dumfries and Galloway.
Perks & Benefits
- Comprehensive paid training program.
- Generous NHS Scotland pension scheme.
- Competitive salary and shift enhancements.
- 27 days annual leave plus 8 public holidays (pro rata for part-time, increasing with service).
- Supportive team environment and ongoing professional development.
- The immense satisfaction of making a real difference in people's lives.
- Access to employee assistance programs and wellbeing resources.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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