Job Description

The post holder will undertake telephone triage assessments of patients in an efficient and effective way.They will implement/advise the most appropriate intervention to meet the needs of the patient using best clinical practice, adhering to Trust Policy, protocols and guidelines.Will work primarily in an autonomous capacity, assessing advising and treating callers / clients within agreed guidelines.The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.Main duties of the jobTo undertake safe and effective telephone clinical assessment, providing advice, and if necessary onward referral to the appropriate agency/ professional, for people with a wide range of conditions accessing the service.Exercise a high degree of professional autonomy and clinical judgement by critically analysing complex information utilising:

• The Clinical decision support software (CDSS) or
• A generic symptomatic assessment tool/framework
• Emergency Communication Nurse System (ECNS)

Possess strong clinical skills and sound judgement underpinned by experience and theoretical knowledge.Refer to other members of the multidisciplinary team as appropriate.Manage calls in an appropriate manner, which is safe, clinically/situationally appropriate and evidence based in line with caller's needs.Identify emergency situations and redirect care appropriately.Provide self-care advice to empower callers to manage their symptoms at home where appropriate.Support callers to CHOOSE WELL, by advising of the correct use of primary care, emergency services and other health or social care related organisations.About us#RemarkablePeopleOur workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.In line with the Trust's Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.DetailsDate posted16 May 2025Pay schemeAgenda for changeBandBand 6Salaryxc2xa337,898 to xc2xa345,637 a year per annum, pro rataContractPermanentWorking patternFull-time, Part-time, Flexible workingReference number020-AHP042-0525Job locationsVantage Point HouseTy Coch WayCwmbranNP44 7HFJob descriptionJob responsibilitiesYou will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.Job descriptionJob responsibilitiesYou will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.Person SpecificationQualifications and/or Knowledge & ExperienceEssential

• NMC Registered Nurse (adult or Child), relevant recent clinical practice as a nurse in front line, acute or chronic care, or telephone based triage or HCPC Registered Paramedic with demonstrable post registration experience as a Paramedic in front line services.
• Evidence of undertaking regular update training and continuous personal/professional development as required by regulating body.

ValuesEssential

• Able to demonstrate the Trust values and behaviours

Aptitude and AbilitiesEssential

• Able to demonstrate strong listening and communication skills
• Able to empathise with and reassure patients and their family members/friends in crisis situations.
• Able to take and follow instructions
• Able to demonstrate team working with a collaborative style
• Able to work to own initiative and make decisions
• Able to demonstrate sound clinical decision making capabilities
• Able to assess, minimise and manage risks and to defuse stressful situations and challenging callers
• Be able to demonstrate high levels of current clinical knowledge, computer literate, committed to personal and professional development
• Highly organised and priority conscious
• Evidence of continuous professional development
• Committed to ongoing training and development including mandatory updates
• Good self-management - ie self-starter, good time keeping
• Ability to work under their own initiative without direct supervision

Desirable

• Ability to speak Welsh

OtherEssential

• Flexibility - expect to work a rotating shift system including working nights and weekends (unsocial hours)
• Ability to travel to other sites as required

Person SpecificationQualifications and/or Knowledge & ExperienceEssential

• NMC Registered Nurse (adult or Child), relevant recent clinical practice as a nurse in front line, acute or chronic care, or telephone based triage or HCPC Registered Paramedic with demonstrable post registration experience as a Paramedic in front line services.
• Evidence of undertaking regular update training and continuous personal/professional development as required by regulating body.

ValuesEssential

• Able to demonstrate the Trust values and behaviours

Aptitude and AbilitiesEssential

• Able to demonstrate strong listening and communication skills
• Able to empathise with and reassure patients and their family members/friends in crisis situations.
• Able to take and follow instructions
• Able to demonstrate team working with a collaborative style
• Able to work to own initiative and make decisions
• Able to demonstrate sound clinical decision making capabilities
• Able to assess, minimise and manage risks and to defuse stressful situations and challenging callers
• Be able to demonstrate high levels of current clinical knowledge, computer literate, committed to personal and professional development
• Highly organised and priority conscious
• Evidence of continuous professional development
• Committed to ongoing training and development including mandatory updates
• Good self-management - ie self-starter, good time keeping
• Ability to work under their own initiative without direct supervision

Desirable

• Ability to speak Welsh

OtherEssential

• Flexibility - expect to work a rotating shift system including working nights and weekends (unsocial hours)
• Ability to travel to other sites as required

NHS