Job Advert
As a vital part of NHS Scotland, NHS National Services Scotland’s purpose is to support Scotland’s Health. We do this by providing a range of specialised support services that enable NHS Boards to focus their efforts on delivering health improvement and patient care.
As we move through the phases of the COVID-19 response, NHS Scotland needs to be able to respond to the pandemic as it continues to evolve.
The National Contact Centre significantly helps to disrupt community transmission of the virus by breaking the chain of transmission between individuals through contacting people who have been diagnosed with COVID-19 and identifying those people with whom they have had contact. We also support Vaccine and Testing work.
As a result, the National Contact Centre are recruiting Core Staff. You must be able to work a rolling roster pattern which covers the opening hours.
You will work as part of a remote team of Contact Tracers who support contact with people who have just received a positive test result to identify their recent contacts. To this end you must be IT competent. You will undertake contact interviews and perform an initial risk assessment with the aid of the Case Management System and in line with agreed procedures and protocols. You will ensure the timely and accurate recording of information from those interviews using systems provided and additional you will provide advice to cases and their contacts as directed by protocols and procedures. You will remotely support Vaccine rescheduling and the National Testing programme.
You will work independently, with guidance and support available from Team Leaders when needed and you will be expected to follow agreed procedure and protocols whilst always putting the person at the centre of your calls.
You will show initiative in prioritising workload and dealing with queries or issues, whilst also recognising when it is appropriate to refer these to a Team Leader.
You will ensure accurate, up to date records of contacts/actions by completing the relevant records. You will manage your own workload and within your own competence, seeking advice as and when appropriate.
You will be working from home and you will be provided with a laptop, additional screen and mouse
We will provide the training and support and to this end you must be able to commit to a 5 consecutive working day training programme on commencement. You need to be able to do the job from home. You will also need access to a suitable place to hold confidential telephone conversations.
We are looking for people with excellent communication skills including a great telephone manner and the ability to work under pressure. Due to the home-working and online nature of this role, you must be proficient in the use of the Microsoft products, electronic systems and databases.
Further details about the activities of this role and the skills and experience required are contained in the attached job description and person specification form.
The post is an Agenda for Change Band 3 with a starting salary of £21,709 per annum for full-time staff (37.5 hours per week) and pro rata for part-time.
The operating hours for the delivery of the contact centre are Monday – Sunday 8am to 8pm and you must be available to work a rolling roster pattern.
Please note that this advert may close early if we receive a high number of suitable applications
Please note that the majority of correspondence is sent by e-mail only, so please check your e-mail regularly (including junk folders).
NHS National Services Scotland is an equal opportunities employer and as committed participant in the disability confident scheme, guarantees to interview all disabled applicants who meet the minimum criteria for our vacancies