Job Advert
NHS TAYSIDE
CONTACT TRACING CALL HANDLER
Band 3 – Fixed Term 18 months
This service operates 8am - 8pm 7 days a week.
Full time preferable, however, part time will be considered
Based in Kings Cross, Dundee
Test and Protect is Scotland’s approach to implementing the “test, trace, isolate, support strategy”, designed to break chains of transmission of COVID-19 in the community.
We now have a number of immediate opportunities, to work as part of a remote team of Contact Tracers, being responsible for providing the first point of contact with people diagnosed with COVID-19 and their contacts. You will undertake phone interviews and accurately capture all relevant data on the Contact Case Management System.
You will adhere to standard protocols and follow set scripts during the calls, to inform contacts about the importance of isolation, what to do if symptoms are present or develop and respond to queries, referring these to the Supervisors and Team Leader, where appropriate.
With strong, effective communication skills, you will have an excellent telephone manner, ensuring polite, effective and appropriate communications exist at all times. Good interpersonal skills are required to quickly build rapport with people who are COVID-19 cases and their contacts and to handle situations sensitively when, for example, they may be distressed or reluctant to engage in conversation.
Qualified to National 5 level or equivalent you will have the ability to understand and follow standard operating procedures and scripts. You will be able to interpret information in an effective manner to recommend an appropriate course of action and address issues or escalate these to the Team Leader as required. You should be able to remain calm whilst under pressure in a service which regularly changes.
Due to the online nature of this role, you must be proficient in the use of Microsoft products, electronic systems and databases. You will be provided with the training, development and support you need to carry out your role. We will provide IT equipment and headset/headphones with microphone capability.. The IT systems are cloud-based and you will be given guidance and support in downloading any necessary software and accessing the call management system (CMS) before commencing the role.
We are seeking candidates available to work full time (37.5 hours per week) for shift patterns rostered across 7 days – Monday to Sunday 8am to 8pnm evenings and weekends. Part time hours will also be considered (minimum 22.5hpw).
Please telephone 01382 424125 to express interest.