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Emergency Operations Centre


From our offices in Newburn and Hebburn, NEAS operates the 999, NHS111 and transport services for our geographical area.

Emergency call operators are the first point of contact with patients in need of front line medical care or transportation and, as you can imagine, this is not like your usual contact centre.

While not every 999 or 111 call we deal with is a life threatening emergency, our emergecny call operators utilise a medical assessment tool called NHS Pathways as well as their excellent communication, questioning and problem solving skills to assess patient need and provide the relevant level of medical assistance. 

Our 999 and NHS111 call taking operations can be very rewarding in busy and pressured environments. We are open 24 hours a day, 7 days a week for 365 days of the year.

Emergency call operators respond to a high volume of calls and requests from the public. They can be explaining to a caller how to give CPR (Cardiopulmonary Resuscitation) to someone who has collapsed one minute and explaining to a mother how to deal with nappy rash the next.

Our emergency call operators have to remain calm in challenging circumstances, accurately recording patient information into computer systems whilst reassuring callers and offering practical support. Emergency call operators must be able to make decisions, respond quickly to requests and multi-task.

As a team player, you will have a good aptitude for computer based systems and the ability to deal with and work with people in a busy and demanding environment.

Full training and mentoring is given, following which you will be able to utilise the assessment tool to evaluate and direct patients to the most appropriate healthcare provider, which may include asking them to make their own way to hospital or refer them to another healthcare professional or provide an ambulance response.

All posts will include working out-of-hours and weekends/bank holidays.


The Clinical Team support the operation of the 'NHS Pathways' telephone triage assessment system within the Clinical Hub in the Operations Centre. They work directly alongside non clinical 'emergency service call takers' and act as mentors and preceptors to complement the existing skill mix within the contact centre.

Utilising excellent interpersonal skills to ensure that quality and performance remain the focus and that high quality patient care is delivered and maintained. The team use professional judgement during telephone consultations, and demonstrate a level of skill and knowledge whilst acting as a role models to contribute to the overall performance of the contact centre.  

Patient transport

Available 8am to 7pm and handle calls from the public, doctors,  care homes, hospitals and other medical providers, providing an excellent service planning and arranging thousands of journeys daily for those people who cannot make their own way to hospital appointments, their regular customers include cancer and dialysis patients.  Full training and mentoring will be provided.


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Find out more about the Call Operator Academy here.

Pay and benefits

  • Competitive salaries in line with NHS Agenda for Change
  • 27 days holiday on joining (increasing with service)
  • Pension
  • Interest free travel loans
  • Free parking at most sites
  • Discounted car lease scheme for permanent employees, subject to satisfactory completion of probation period
  • Discounted computer lease scheme for permanent employees, subject to satisfactory completion of probation period
  • Access to Occupational Health and Counselling Support Services
  • Access to NHS and Red Guava Discounts offering a huge range of discounts and money saving deals
  • Childcare vouchers
  • Long Service Awards
  • Cycle to Work Scheme
  • Lift Share Scheme
  • NHS Cashback Blackcard
  • Discounted Car Valet

A day in the life of an emergency call operator


Juliette Du Fosse shares what it's like to be a call handler in our Emergency Operations Centre.

Copyright 2011 North East Ambulance Service Trust

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