Emergency Call Handler (North)

Role overview

NHS Scotland is hiring permanent Emergency Call Handlers for both full-time and part-time relief work at the Ambulance Control Centre in North ACC, Inverness. These staff members are the first contact for people calling 999 and play a vital part in delivering urgent advice and assistance that can help save lives.

The role involves assessing each call quickly, offering guidance on life support, first aid and medical support where needed, and staying in contact with ambulance teams en route to emergencies. You may also coordinate with Police and other emergency services as required.

What the role involves

Emergency Call Handlers prioritise emergency calls, respond professionally under pressure and help ensure the right support is sent to the caller as quickly as possible. The post sits within NHS Pay Band 3.

Relief staffing is required, and applicants must be able to travel to the North ACC in Inverness.

Candidate profile

People already working in an ACC do not need to complete the typing test described below, but applicants who are new to the ACC environment must take a typing assessment and achieve at least 30 words per minute with 90% accuracy.

You should be confident working under pressure with limited supervision, and you must have strong communication skills, the ability to prioritise effectively and make fast decisions in high-pressure situations. Previous experience dealing with the public in an ACC, healthcare, contact centre or face-to-face setting would be an advantage.

Training and working pattern

Successful candidates will receive full in-house training. This may involve travel for 2 weeks, followed by a period of up to 10 weeks where you must be available full time in order to qualify as a certified Emergency Medical Dispatcher.

Working hours include full-time and part-time relief arrangements, with bank holidays, weekends and unsocial hours. Core shift patterns are based on 12-hour rotating day and night shifts. Shift rosters may be issued up to 4 weeks in advance, but the service requires flexibility to cover busy periods. Relief working is also flexible and designed to cover annual leave and staffing gaps, with rotas set 4 weeks ahead to match service needs.

Additional information

This advertisement may close early if enough suitable applications are received. To work in the UK, candidates must already have the legal right to work and must not require sponsorship. NHS Scotland Boards will verify work entitlement during pre-employment checks. The Scottish Ambulance Service is not licensed to issue Certificates of Sponsorship under current UKVI rules.

Equal opportunities

NHS Scotland is committed to equality, diversity and inclusion and aims to build a workforce that reflects society. Applications are welcomed from all backgrounds, and every employee should feel respected and able to contribute fully.