IEUC Call Assessor - Brierley Hill

Responsible for the receipt and processing of urgent & emergency calls from the general public. Analysing a patients condition and situation to obtain an appropriate NHS Pathways category and relevant response. Alternatively your call will be processed where no response is required. Ensure that the Call Connect response targets are met with accuracy and efficiency to the highest standards possible. Responsible for the receipt and processing urgent & emergency response calls from other emergency services, medical staff and other professional bodies. Processing the calls under appropriate NHS Pathways category and protocols to obtain the correct end disposition. Responsible for the receipt, processing and taking necessary action for misdirected calls from the operator for other emergency services or for third party callers who require an ambulance in another area. Responsible for the receipt and processing specialised emergency calls such as: Birmingham International Airport, Air Operations, Prison, bomb incidents, police RVP, chemical incidents and a major incident. While processing a call responsible to assess a patients condition while they wait for an appropriate response, giving life saving first aid advice where appropriate. Advice given includes but is not limited to: CPR (cardiac pulmonary resuscitation), childbirth, haemorrhage control, airway maintenance, choking, convulsion, burns, flushing chemicals and amputations. While processing a call, responsible to identify any scene safety issues and take appropriate action in cases of entrapments, assaults, chemical incidents, industrial incidents, violent, intoxicated and psychiatric patients. To reassure patients who have mental health problems or who are vulnerable. To update controller and ambulance crews with relevant changes. Processing requests for an emergency ambulance by operating a computerised system and in the event of computer failure a manual system using operational and Pathways guidelines. To work at the alternative control room as well as the existing control room in the event of computer and telephone failure or as required by management. Responsible for the receipt and processing routine urgent removal calls from medically trained staff and social workers. To arrange ambulance transport using working practices, hospital contracts and procedure guidelines for hospital admissions, hospital transfers, neonatal transfers, hospice admissions and discharges, final journey discharges, mental health admissions and patient transport services. To triage doctors admissions and upgrade life threatening conditions. To refer non-routine requests to the supervisor or Duty Officer. Responsible for the receipt and processing general enquiry calls from the general public, ambulance crews, other emergency services, medical staff and other professional bodies. To process these calls using set protocols and working practices. These calls include: doctor visits; patients death confirmation details; case enquires; request from police for tapes; liaising between ambulance crews and the controller; answering press enquiries. Referring non-routine enquires to the Supervisor, Press Officer, Logistics Manager and Duty Officer. Responsible for making outbound calls to other professional and the general public adhering to working practices and protocols. These include: re-contacting callers to check on a patients address and condition; contacting relatives with sensitive information; querying other professionals; alerting hospitals; arranging breakdown recovery for ambulances; out of hours mortuary; information from poison control; midwifes for home birth; reporting incidents to other emergency services; contacting telephone service providers; and paging medics. Attend any training courses, which are required for the job. To undertake ongoing training and development to supervisor, responder desk and divisional controller. To keep up to date with changing procedures and protocols. If necessary appear in court and give evidence about a taken telephone call. To pass information to the Locality/Trust PR Officers in accordance with the SOPs as agreed with managers. Demonstrating own duties to visitors. Represent the West Midlands Ambulance service in mock exercises and demonstrations. Participate in trials relating to the job when necessary. Adheres to Data Protection Act, Caldicott Guidelines, Health and Safety, Quality Management Systems and West Midlands Ambulance Service NHS code of conduct and general procedures. Identifies and reports IT related problems on computer software and workstations. Perform any other reasonable duties, of either a higher or lower rank, as may be assigned from time to time by your Line Manager

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