Working In A 999 Call Centre

[CW1]

Hi,
Does anyone have any info on working in a 999 call centre, shift pattern for instance, or hours per shift ? Or would it vary between centres ? It's something I'm considering applying for but it's 30 miles away so the hours / shift pattern would be very useful to know beforehand, as well as any other handy snippets of info.
Cheers

[Zacs-Master]

It will depend which authority you work for but I did a bit of digging (which wasn't too difficult) and found this. See page 13
http://www.metpolicecareers.co.uk/media/doc/vacancies/staff/comms_officer_info_pack_final13.pdf

[CW1]

Thanks Zacs-Master. Was not long in from work when I posted so didn't think to have a dig around 1st ... but can't sleep, & have now had said dig - it's for the ambulance service - & looking at some blogs 'n stuff, I'm not sure it'd be for me. Have trouble getting my brain to shut down after work as it is, & with what these 999 guys are dealing with - I'd have no chance !

[IggyB]

The shift patterns between ambulance services vary and this would be a very good question to discuss with the service in question. Traditionally shifts have been 10-12 hours long and comprise both days and nights though some service / centres offer days only or short shifts etc. It should also be noted that the majority of shift patterns include fixed shifts that you know you will be doing as well as some shifts that you will be assigned to approx a month in advance so you do need to be a bit flexible. You should also note that the shift pattern you are employed on may change and you must be ready to accept / adjust to that.

Their are a lot of roles within each call centre - as a new employee you would normally start as an emergency medical advisor / call taker. You would be part of a team within the centre answering 999 calls after they have been presented by the 999 emergency call operator (the person you tell which service you need). All ambulance trusts use a computer system to help triage or treat callers. The way in which information is entered into the system influences the speed with which ambulances attend, the treatment information the call taker is prompted to provide and what updates are provided to the crew as they make the scene. Call takers are trained, mentored and supported to ensure they are following the correct processes for different callers e.g. asking the mandatory questions and then following the questioning as prompted by the system for each of the variable. A simplified example of this might be one of the questions asking if the patient was breathing, if answer given is no then the system will prompt the call taker to provide CPR advice (and explain how to provide that advice) and categorise the call as needing an 8 minute response by ambulance for a life threatening occurrence).

The information recorded by the call takers is automatically relayed to the ambulance dispatchers who allocate vehicles to attend emergencies. Once you have been a call taker you may seek to progress into dispatch or one of the many other roles that occur within the call centre.

The NHS is under (almost constant) reform - if you join the service now you should be prepared for change. Good luck with you application.