what is a call handler?
Call handlers often work in-house for a specific hospital or central emergency response teams in police stations or public healthcare facilities. Since you are the first link between a patient and healthcare services, you need to be reassuring and calm under pressure. You also need to be intuitive since you determine if the caller requires an ambulance car or a medical evacuation helicopter.
what do call handlers do?
As a call handler, you work in ambulance control rooms, taking phone calls from patients in various locations. Your job is to record all patient location and condition details and inform the emergency response teams. When you have exact information on the response time of the emergency team, you can inform the patient. Sometimes, you have to guide the caller through first aid to perform on the patient as they wait for help. Many situations require you to guide someone through performing CPR or clearing an obstruction from the airways.
Working as a call handler is emotionally involving, and you need to empathise with people's situations to help them appropriately. Concealing your emotions is vital in the role since you will deal with angry or upset callers, and you need to provide the best services despite their attitude.
Would working as a call handler suit your interest in helping people? Then read on to find out what competencies and qualifications you need to thrive in a call handler role.
average salary of a call handler
According to National Careers, a call handler receives a median salary of £20,329 per year. With experience and additional skills, your earnings can increase to £24,881 annually.
If you work for the National Health Service (NHS), your salary is determined by the Agenda For Change, which uses fixed pay bands. A call handler's salary begins at Band 3, with a salary range of £21,709 and £23,603 per year.
Apart from your basic salary, you enjoy various benefits, including medical and life insurance. You also enjoy multiple perks, such as paid holidays and contributions to pension schemes. You can increase your earnings through overtime work, which pays higher rates.
what factors influence the salary of a call handler?
The compensation package of a call handler varies depending on the experience and skill level. At entry-level, your minimal work experience attracts a lower salary, but as you gain experience, your pay scale rises. Having additional certifications also boosts your salary prospects. If you have a certificate in performing CPR and other first-aid courses, you receive higher pay. Working for 999 emergency response teams sometimes pays a higher salary than 111 NHS response teams, which pay through bands. Hospitals with an in-house dispatch team for emergency responses also pay more than jobs in the wider public sector. Your location influences your earnings. For instance, working as a call handler in London attracts a higher salary due to the workload.
types of call handlers
Some types of call handlers include:
- 999 call handlers: you work in the ambulance operation centre and receive 999 calls. Your job is to record patients' details and log them into the systems so they can receive help. Sometimes, the calls you receive aren't related to sickness, and you forward them to relevant authorities.
- 111 call handlers: most callers use the 111 NHS service in emergency medical situations. Your job is to advise the caller on what to do. You don't have to dispatch an ambulance if the patient can get to the hospital. Sometimes, you give patients options on the healthcare facilities in their area.
- patient transport service call handler: your job is to help vulnerable and frail patients get to their medical appointments by organising transport. You book transportation for non-emergency dispatches, transfers and admissions.
working as a call handler
As a call handler, your job involves talking to different patients in emergencies and helping them get through the situation calmly. You also ensure people receive help promptly and even save lives. Let's explore some of the tasks and daily duties of a call handler.
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call handler job description
While call handler duties vary depending on the employer, typical tasks include:
- recording the caller's details: as a call handler, your primary responsibility is to keep a detailed record of the patient's information. That includes their name, physical address and details of their emergency. It is crucial to record the details accurately to ensure emergency teams get to the right place on time. When a caller is agitated, you will calm them to get accurate information.
- logging callers in the emergency dispatch system: when you receive a call, you weigh the urgency of the situation and determine the help the caller needs. You log them into the dispatch system for the emergency dispatcher to assign an ambulance to the location. If the caller needs medical evacuation, the dispatcher can send a medical evacuation team.
- helping the caller cope before the emergency team arrives: as a call handler, you keep the patient on the line until the ambulance arrives. Sometimes, patients need reassurance, so you update them on the response team's duration to get to the location.
- giving first-aid advice: as a call handler, you guide patients or their caregivers on first-aid procedures, especially if they face life-threatening situations. You can coach someone through CPR, help them deliver a baby or clear obstruction to the airways.
- updating the ambulance crew on the developing situation: you remain in communication with the patient and the emergency teams, so the emergency team is prepared to handle the situation before arriving at the site. That means you have to keep them updated on the patient's progress and whether they are responding to the first-aid procedures.
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work environment
As a call handler, you work in a control room, and you spend most of your day answering phone calls and recording information in computer systems. You will sit on a desk and wear telephone headsets throughout your shift. Most employers provide functional workspaces and ergonomic chairs to ensure the office is comfortable for long working hours. You have to work quickly to meet the standards for response times and prioritise and forward calls to the appropriate dispatchers. Since you work in a team receiving calls, the work setting is usually quite noisy.
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who are your colleagues?
Whether you work for the NHS or 999 emergency response teams, your colleagues might include emergency medical dispatchers, ambulance care assistants and patient transport service drivers. You may also work alongside emergency medical technicians and emergency care assistants, as well as other specialists that could include paramedics, doctors and nurses.
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work schedule
Since emergency dispatch services work 24 hours a day, call handlers usually work 8 to 12-hour shifts. That means you work over 42 hours a week in a full-time position, including nights and weekends. Some dispatch services also have remote working options since you can receive phone calls and log patients into the dispatch systems from any location.
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job outlook
Becoming a call handler is the first step into a career in ambulance and emergency services. You have plenty of growth opportunities. From a call handler role, you can become an emergency medical dispatcher or a team leader for call handlers and dispatchers. If you want to progress to leadership roles, you can become a duty manager or line manager responsible for call centre operations in emergency services. If you are a 111 NHS call handler, your career progression will be providing health advice. For instance, you can become a service adviser or health adviser who helps patients access appropriate care and the best hospitals for their needs.
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advantages of finding a call handler job through randstad
Finding your call handler job through Randstad provides important advantages such as:
- a wide variety of training and development opportunities
- an experienced contact person to provide help if needed
- a range of opportunities in your area
- get paid weekly or monthly, depending on the job
- temporary and permanent contracts
Want a permanent contract? A temporary job as a call handler is often a stepping stone to an attractive permanent job. Every year, thousands of people earn a permanent contract with great employers thanks to a temporary job found through Randstad. What's more, many companies recruit their permanent employees through Randstad too!
education and skills
Some of the educational requirements for becoming a call handler include:
- college: medical knowledge isn't a requirement for call handlers, but you need excellent typing and computing skills to land a job. Consider pursuing a Level 2 ECDL Award in IT User Skills or Award in Touch Typing. You can also complete short courses in first aid or emergency response to improve your competitiveness.
- apprenticeship: you can join the call handler profession through an advanced apprenticeship. Opportunities in emergency service contact handling are always available for anyone above 18 years with GCSE grades 9 to 4.
skills and competencies
Some of the qualities you need as a call handler include:
- customer service skills: as a call handler, you need exceptional customer service skills to ensure callers receive the best care. Customer service skills help you remain calm and speak professionally even when the caller is agitated. You also have to stay patient in stressful situations.
- empathy: as a call handler, you have to be sensitive and mindful of other people's feelings. Empathy helps you understand their situation better and ensure they receive the best care.
- computing skills: as a call handler, you need computer skills to handle basic tasks like recording phone calls or logging them into the dispatch systems. Fast-typing skills also come in handy in your role.
- attention to detail: call handlers must be detail-oriented to ensure emergency teams reach the correct destination. Attention to detail helps you enter the right location and patients' conditions.
FAQs
FAQs about working as a call handler
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what is a call handler?
A call handler receives emergency and non-emergency phone calls. You can receive calls from patients needing urgent care or directions to the nearest hospital. Want to learn more about working as a call handler? Then check out this article.
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what are the primary responsibilities of a call handler?
The primary duties of a call handler are to receive and log phone calls into the dispatch system. You also keep the patient informed of the duration that the emergency team will take. Want to learn more about working as a call handler? Then check out this article.
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is a 111 call handler a good job?
A 111 call handler job has excellent career prospects and an attractive salary. You will also help many people. Want to learn more about working as a call handler? Then check out this article.
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what is a 999 call handler?
A 999 call handler receives calls from the emergency response centre and recommends the dispatch of ambulances depending on the emergency. Want to learn more about working as a call handler? Then check out this article.
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what do 999 operators earn?
999 operators are paid through NHS and earn a Band 3 salary of between £21,709 to £23,603 per year. Want to learn more about working as a call handler? Then check out this article.
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how do I apply for a call handler vacancy?
Applying for a call handler job is easy: create a Randstad profile and search our job offers for vacancies in your area. Then simply send us your CV and cover letter. Need help with your application? Check out all our job search tips here!
