NHS 111 Call Handlers 

HUC logo
This phone call changes lives

Welcome

“Welcome to HUC where we put the patient at the start and heart of our care. A social enterprise, embedded in the communities we serve, we are a team of over 1,000 NHS 111 Call Handlers and Clinicians and who deliver Out Of Hours and NHS 111 services to over 3.5 million patients.
We offer plenty of scope for learning and development which will develop your skills and enable you to progress to an enhanced role at HUC. This is also a fantastic opportunity for you to start a career in health.

As an NHS 111 Call Handler you’ll be the first point of contact for people calling the NHS 111 service. You can expect to join an agile not-for-profit organisation which embraces change and invests in technology and innovation to improve outcomes for our patients. We have four values that single us out: Caring, Collaborative, Respectful and Dynamic, these define our approach to both colleagues and patients and make HUC a vibrant and energetic place in which to work.

Using a phone, keyboard and the skills and knowledge you have gained during training you will become part of our fantastic team which changes and saves lives.
Janice Greenhill
Chief Operating Officer

About Us

Our mission is to provide high quality, equitable, sustainable healthcare services to the populations we serve whilst providing rewarding careers that supports development for all our staff.
Our values are embedded across the organisation and at HUC we are proud to:
Place colleagues and patients at the centre of everything we do
Take responsibility for our actions and communicate openly and honestly with all
Learn together to deliver innovative solutions
Value each other and create a better outcome by working together
This is no ordinary keyboard

The Role

Have you ever called 111? Seen a HUC Doctor On Call vehicle? Ever visited one of our Urgent Treatment Centres? As an NHS 111 Call Handler you will play a key part in all of these services that we provide.

You will use NHS Pathways, a clinical decision-making tool based on a series of questions to determine the best course of action, which could range from offering advice on self-care, clinical advice or referring on to other services including emergency services. A clinical team is also on hand in the contact centre to support you and ensure patients receive the right care at the right time.

You will be taking calls from patients, their representatives and Healthcare professionals with a wide spectrum of clinical conditions, using skilled communication to assess their condition.
We can give you all the skills and knowledge that you need to be a fully competent and confident NHS 111 Call Handler. We will provide you with a comprehensive four-week NHS Pathways training course, delivered by our team of supportive and knowledgeable trainers.
Full & Part time: 16 to 37.5 hours per week
FTE Training salary pay: £17,550 per annum
FTE Post-training salary pay: c.£20,000 per annum
FTE Post-probation salary pay: c.£22,000 per annum (dependant on work pattern)
With opportunities to work additional hours above contract to increase income potential
As we are a 24/7 service we have a variety of rota patterns covering days, evenings and overnights with a requirement to work certain weekend shifts
Work from one of our contact centres in Welwyn Garden City, Peterborough or Bedford

About You

Do you want to finish your day knowing you’ve made a difference to someone’s life?
If you answer yes, then we have the career for you!

You don’t need any experience or qualifications, anyone can apply! You will always be learning through our innovative training and support programme, giving you the best skills possible to ensure you reach your full potential.

All you need is excellent communication skills and to be able to show empathy, respect and patience to the people we support and to live our values.

The variety within your role will give you great job satisfaction!

To hear an example of an NHS 111 call that is based on real life events, click on the audio files below.
Child Primary Care
Unconscious Adult
What did you do today?

Pay & Benefits

Why work for us?
“I’ve never enjoyed a job as much as I do this one. We’re like a family, it’s a great working environment even on the toughest of days and I get great support from my peers and the Clinical Professionals”
We are committed to your development, with clear career pathways and training and support to help you reach your goals
Enhancements for unsociable hours and Bank Holidays
A wide range of personal and professional development opportunities for all to enable career progression
Non-contractual bonus awards and incentive payments
Blue Light Card, NHS and Perkbox discounts on major stores, cinemas and restaurants
Annual staff awards programme
We provide a fully paid DBS certificate
We offer a generous holiday allowance and eligibility to join the NHS pension scheme
Corporate induction and training to achieve your NHS Pathways license
We promote a friendly and supportive working environment with flexible shift patterns
Employee Assistance Programme offering free legal financial and counselling advice
NHS pension scheme
Free car parking (some sites only)
Free Starbuck hot drinks (some sites only)
This is not just any mouse

Training

NEW NHS 111 CALL HANDLERS NEED TO COMPLETE:
Week 1

NHS Pathways training  - blended learning with Days 1 and 4 in the classroom and the remainder taught virtually. Day 4 is exam day which you will need to pass to continue on the course (1 re-sit opportunity).

Week 2

NHS Pathways training - blended learning with Day 9 in the classroom and the remainder taught virtually. Day 9 is exam day and Day 10 is Call Audits you will need to pass both to continue on the course (1 re-sit opportunity).

Week 3
Common Learning – Combination of classroom and virtual sessions (Minimum of 2 days in the classroom)
Week 4
Supervised Practice – Combination of daytime, evening and weekend shifts in the contact centre
Six weeks after you commence Call Handling you are required to undertake the 2-day Core Module 2 NHS Pathways course and a final assessment
PLEASE NOTE: We have courses planned for 18th October, 1st November and 15th November at our Bedford, Peterborough and Welwyn Garden City sites.

If you have any queries please contact our recruitment team at huc@cohesionrecruitment.com or call us on 0121 713 6955 for more information.

Sample Rotas

These rotas are either 4/6 week rolling rotas. For example, if you were to start working shifts on week 2 for the rota you would then work the shifts on week 3,4, 5 etc. then back to week 1

As we are an Out of Hours provider the rotas for this role reflect the needs of the service, these include working evening and weekend shifts, and some bank holidays.