Emergency Call Handler (999) – Full‑time, 12‑hour shifts

About the role

Join the East of England Ambulance Service Trust as a 999 Emergency Call Handler, providing vital support to callers in crisis across Norfolk and surrounding counties. This full‑time position works 12‑hour shifts, covering both day and night, and includes comprehensive training and mentoring.

Key responsibilities

• Answer 999 emergency calls promptly and accurately.
• Use the Computer Aided Dispatch (CAD) system and clinical triage software to assess callers' needs.
• Provide appropriate advice, support, and dispatch categories based on triage outcomes.
• Record information clearly and maintain calm, courteous communication with distressed callers.
• Adhere to the Trust’s values, behaviours, and confidentiality standards.

Required profile

• Willingness to work full‑time, 12‑hour shifts, Monday to Sunday.
• Strong listening skills and the ability to stay calm under pressure.
• Empathy and a commitment to helping people in distress.
• No prior clinical experience required; call‑centre experience is advantageous but not essential.
• Read and follow pre‑employment guidance before training begins.

Required skills

• Proficiency with Computer Aided Dispatch (CAD) system.
• Experience using clinical triage software.

What we offer

• Fully paid training and mentoring period.
• Opportunities to work in a diverse region with a supportive team.
• Career development within a national emergency service.