Call Assessor

Do you want to make a difference? Why not become a call assessor with us!

We have three Emergency Operations Centres (EOCs) in the West Midlands; separate 999 and 111 control rooms in Brierley Hill in Dudley and a second 999 control room in Stafford. When you call 999 or 111 in the West Midlands, it’s our call assessors who are the voice on the other end of the phone.

As a WMAS call assessor, when you receive a call, you are responsible for recording the right information, sometimes under difficult circumstances and offering advice or reassurance to the caller/patient. You will enter details onto a computer system about the patient and their condition which categorises the seriousness of the illness or injury, to ensure that the patient receives the most appropriate care from us; whether that’s an emergency ambulance response, a telephone assessment by a clinician, a referral to an alternative care pathway or self care advice.

Call Assessors Karen and Neve talk about what it’s like being a Call Assessor, whey they applied, the qualities you need and the calls that they’re most proud of.

Call Assessor Entry Requirements

The entry requirements for those interested in applying to become a call assessor are:

  • 5 GCSE’s grade C or above which must include English and Maths (or equivalent)
  • Call taking experience
  • Experience of customer/patient care

Recruitment Process:

If you meet the entry requirements for the role you will be shortlisted and invited to attend an assessment and interview.  If you are successful and appointed, you will complete a three-month trainee contract where you will work towards and successfully achieve the standards required for:

  • Pathways training
  • Appointed persons first aid
  • Emergency call training module with written and practical assessments
  • Constantly achieve the Pathways standard for processing emergency calls
  • Undertake study to gain an understanding of different areas of medicine, basic anatomy & physiology and recognition of life threatening conditions.

The Training Process

Our Call Assessors go through a rigorous training programme before they are able to take live 999 calls.  Emergency Operations Centre Tutor Suzanne Holland explains the process and gives some advice to those who have applied to be a call assessor.

Want More Information?

Current vacancies can be found on NHS Jobs – click on the logo below:

NHS jobs

Please contact our Recruitment Team if you need any more information

Email: recruitment@wmas.nhs.uk
Tel: 01384 215896