999 Emergency Call Handler (Emergency Medical Advisor)


Why Work At South East Coast Ambulance Service NHS Foundation Trust (SECAMB)?

What we can offer you:

Competitive salary of £20,330with the earning potential of up to £28,000per annum.

Unsocial hours enhancements – For all hours that you work between 8pm and 6am Monday – Friday and all-day Saturday you will earn a shift bonus which means you will earn approximately £14.00 per hour. For Sundays and Public Holidays, you will earn approximately £17.60 per hour.

  • 35 days’ annual leave inclusive of Bank Holidays (pro rata)
  • Flexible working hours on a rota pattern
  • Free parking
  • Blue Light discount card Blue Light Card
  • Generous NHS Pension Scheme
  • Award winning Wellbeing hub
  • Staff networks
  • Training and development
  • Salary Sacrifice schemes for cars or push bikes
  • Access to occupational health
  • Enhanced DBS check
  • Bonus schemes

As we are a 24/7 service, this role will involve working a varied shift pattern including earlies, lates and weekends on a rota pattern.

Please note that it is a requirement to work at least 2 out of 4 weekends (Either a Saturday or a Sunday) even if you are applying for a part time position.

If you have applied to work in our Kent (Coxheath) Call Centre, during 2023 we expect to move into new premises in Gillingham. Please give this consideration before making your application.

Progression Opportunities

We offer excellent training and career development opportunities for ambitious employees both within the call centres and opportunities to explore different roles within the wider Trust such as Human Resources and Administration and operational front-line roles.

Why apply for this role?

Our 999 Emergency Call Handlers (Emergency Medical Advisors) are people just like you; people who have come to us from all walks of life, from different backgrounds and age groups and people who all have the same things in common.

You are the first person our patients speak to when they call 999 in an emergency.

What makes a great 999 Emergency Call Handler (Emergency Medical Advisor)?

Our 999 Emergency Call Handlers are all caring and empathetic.

They all have great communication skills.

They’re all happy and able to work flexibly.

They all enjoy making a difference to people’s lives.

Applicant Requirements

  • Successful applicants demonstrate high levels of personal commitment to facilitate the delivery of a patient focused service.
  • We need individuals who have the drive and passion to make a difference to people’s lives, but also the personal resilience to work in a high-pressured environment.
  • You’ll need to be able to work well within a team and independently, have fast/accurate typing skills and a good standard of education or equivalent experience.
  • This role is suited to people who remain calm under pressure, good at problem solving and have excellent interpersonal skills, with an empathetic nature.

The role of an Emergency 999 Call Handler (Emergency Medical Advisor)

When you dial 999, your call goes through to a call handler based in one of our 2 Emergency Operation Call Centres. These staff are trained to use the NHS Pathways system to provide assistance in a variety of situations, from minor illness to life threatening situations. The assistance you’ll provide will range from offering lifesaving advice whilst an ambulance is on route, to directing callers to other more suitable services.

This role can be demanding, challenging, and ultimately very rewarding, however it’s not for everyone. Applicants will need to have a range of skills to be able to deal with often stressful and emotional situations, whilst also demonstrating compassion and empathy to all callers, no matter what the situation.

Hours available – 23 to 37.5 hours per week

We’ll provide full training in a warm, friendly environment in our Emergency Call Centres.

Our comprehensive training programme:

  • 9 weeks full time training (This applies to full and part time roles)
  • has a ‘must’ attend policy due to you obtaining your Pathways licence
  • comprises of 3 weeks of Monday to Friday classroom training, then observing and mentoring periods within the working environment for a further 6 weeks before you go “live”.
  • is designed to fully support full transition to call handling independently

Further Information

All successful applicants will be required to undertake an Enhanced DBS check for adults and children.

Successful candidates will be given an information Webinar to watch prior to interview.

Job Types: Full-time, Part-time, Permanent

Salary: £14.00-£17.60 per hour


  • Day shift
  • Holidays
  • Night shift
  • Overtime
  • Weekend availability

Application question(s):

  • Your new role will begin in our Coxheath 999 call centre, but by February 2023 we expect to move into new premises in Gillingham. Have you given this due consideration before making your application?
  • This role involves working days / nights and weekends, have you given consideration to this?


  • GCSE or equivalent (preferred)