Health advisors

Health advisors are the first point of contact for our patients in need of frontline medical care or transportation. They are the lynchpin of the North East Ambulance Service, communicating directly with patients to get them the appropriate help.

From our Emergency Operations Centres (EOCs) in Newburn, Hebburn, and Billingham, our health advisors take on a busy yet rewarding role. As a health advisor, you have to remain calm in challenging circumstances, accurately recording patient information into our computer systems whilst reassuring callers and offering practical support.

Health advisors must be able to multi-task and respond quickly. You will receive full training in our medical assessment tool, NHS Pathways, as well as hands-on support and mentoring.

You will need to have:

  • Three GCSEs, including English at Grade C or above (or equivalent), or experience of answering telephone calls in a busy environment
  • Experience of handling high-pressure situations
  • Ability to work shifts, including nights, weekends and bank holidays, depending on rota


  • Full time: 6-week training course (5 weeks plus 1 week on grad bay), covering our NHS Pathways assessment tool
  • Part time: 9 week training course (7 weeks plus 2 weeks on grad bay), covering our NHS Pathways assessment tool
  • Workplace mentor, to guide you through as you settle into the role and help you to eventually take calls on your own
  • Full training in taking 111 calls, before moving on to 999 training

Career Progression

There are a number of ways to progress in your career with us at the North East Ambulance Service. This could include becoming a Band 4 senior health advisor, providing advice, guidance and support to your colleagues while also assisting in more complex calls.

You could also progress to become a team leader, responsible for managing health advisors as well as day-to-day shift management.

Alternatively, our internal recruitment process means you could become a dedicated trainer, or in a managerial or support position.

Read the stories first-hand from our health advisors below.

Applying for a health advisor role? Read our advice for candidates.

Faye Wilson

Faye talks about why she applied for the health advisor role, the training process and the skills required.


Ehsanul (Sam) Bhuiyan

Sam emigrated from Bangladesh and took on the health advisor role to support his studies. Here, he talks about how he feels about the role and the North East.


You might also be interested in