Hello there, my name is Richard McMunn from the interview training company PassMyInterview.com,
and in this tutorial, I will teach you how to pass an NHS 111 Call Handler interview.
If you do have one of these interviews coming up, please do make sure you watch this tutorial
from beginning to end, because I promise to help you be the stand out candidate. I would
like you to pass your interview and to achieve that goal. This is what I will cover… I
will give you, example 111 Call Handler questions sample answers to help you prepare for and
pass your 111 Call Handler interview. The qualities that you must demonstrate during
this interview. Also, two questions to ask at the end of your 111 Call Handler interview
and also further resources to help you pass or basically tell you where you can download
the slides and an accompanying guide to help you prepare. Now, before I do that, a quick,
warm welcome to this 111 Call Handler trading tutorial. My name is Richard McMunn. That's
me there in the center. I am a former Fire Officer and I founded the PassMyInterview.com
website. I've been helping people for about 20 years now to pass their interviews. And
I always do that by giving you top scoring answers you can't find anywhere else on the
Internet. On that basis, please do SUBSCRIBE to my channel by clicking the red button below
the video, and also turning on the notification bell so you get notified the minute that I
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thank you very much. That tells me you enjoy the content and I will therefore create more
for you. Okay, let's get into the tutorial and let's take a look at those 111 Call Handler
interview questions and answers. The first question that we need to prepare for is, tell
me about yourself? My tip, for answering this question highly, is there are two things we
need to cover in your answer. The QUALITIES you have and also the fact you have READ THE
JOB DESCRIPTION and it is a match for your skills and your experience. Here is my suggested
answer. “I am a calm and composed person who has the ability to quickly assess situations
to make the correct decisions in line with relevant guidelines and procedures. The qualities
I possess include both an ability to work as part of a team and also on my own unsupervised;
the ability to follow strict safety rules and procedures; the understanding for the
need to demonstrate compassion and empathy; a resilient and confident approach to my work,
and also the desire to help and serve people when they really need specialist assistance.
I have read the job description for a 111 Call Handler carefully and I feel I have the
necessary skills, qualities and attributes to perform the role both competently and professionally.”
So, that is quite an in-depth answer, but it is positive in nature and, providing of
course, you do have those skills, qualities and experience, my advice is to put them in
your answer. They will resonate positively with the interview panel. So, the next interview
question I would like you to prepare for is, what do you know about the ambulance service?
My tip for this question is in the build-up to your 111 Call Handler interview. “Make
sure you have a thorough understanding of the ambulance service’s role in society
and also how your role as a call handler fits into the overall objectives of this fantastic
service. Here is my suggested answer. “There are essentially two main service functions
the Ambulance Service provides. The first service is the accident and emergency response
element where, paramedics and medical staff respond to incidents and patients. The second
element is the Patient Transport Service (PTS) aspect, where ambulance staff transport patients
to hospitals, care homes and medical centres as and when required. The Ambulance Service
is a very large, multi-functional organization, and there are lots of other support teams
and individuals in place to assist the Ambulance crews and paramedics to carry out their duties,
and one of those roles is the 111 Call Handler.” You are demonstrating that you understand
there are a couple of different functions that the ambulance service will provide, but
also there is a part of a very wide multi-functional organization and team. There are lots of different
aspects and departments that go up to make the ambulance service, and you recognize that
your role is just one part of that brilliant organization. I have some more questions to
run through, so please don't go anywhere. But when you're ready, you want to click that
link in the top right hand corner of the video. It will take you through to my website PassMyInterview.com
and you can download my full set of 111Call Handler interview questions and answers. It’s
a PDF guide that you can have within your inbox in a couple of minutes time. Let's have
a look at another 111 Call Handler interview question that I believe will come up. What
do you know about the NHS 111 line? You're applying to become a call handler. You have
to understand what the purpose of the 111 line is. This question is basically assessing
your understanding of the number, and in particular what it is primarily used for. And of course,
there is only one correct answer to this interview question. “The 111 line is an NHS service
that people should call if they need medical advice or treatment quickly and they are not
in a position to wait to see a doctor. I understand it was designed to take pressure off the NHS
and also the 999 system, which should only be used for EMERGENCY medical treatment.”
That's quite a short response, but it demonstrates that you understand what the purpose of the
111 number is. Next question: What does the 111 call handler role involve? In preparation
for this call handler interview question, we need to read and study the job description.
Here is a pre-prepared answer to this question because let's face it, if you don't know what
the role involves, how do you know you have the potential and the ability to carry it
out competently? Here is my answer. “As a 111 Call Handler I will have numerous tasks
and responsibilities. These include taking a variety of calls from patients, and then
advising them accordingly and providing a suitable response based on their healthcare
needs. I will need to handle all of my calls with confidence, a calm style of communication
and also with an excellent telephone manner. My duties, whilst on the telephone, will also
include booking GP appointments, dispatching an ambulance and also advising in regard to
out-of-hours facilities and care. To carry out the role competently, I will need to be
a good mediator, a pacifier, an influencer, have outstanding communication skills and
also remain calm whilst I am under pressure. Finally, no two calls will ever be the same,
so I will need to follow my training and the operational guidelines set by the service,
and always maintain professionalism at all times.” That is a brilliant answer that
shows that you've read and understood the job description and you know what is required!
What other duties do you think you would be doing as part of the 111 Call Handler role?
My tip for answering this question, is this question is basically assessing if you can
think on your feet and also how well you understand the importance of maintaining professional
competence in a role of this nature. Here is my answer. “I feel it would be importance
to maintain my competence in the role, and on that basis, I would be reading and learning
new and updated NHS operational procedures. I would also need to keep up-to-date with
guidance requirements and also, perhaps, assisting in the training of new members of the 111
Call Handler team as and when they are recruited. I would also have to maintain accurate call
records, respond to feedback from my supervisor so I can maintain the highest standards of
care, and also assist other team members if they require my help.” Next question. One
of our core values is compassion. When have you demonstrated this in a previous situation?
This is quite a difficult Call Handler interview question. The toughest one so far. My tip
for answering this is give a specific answer to this interview question where you've previously
shown a caring and compassionate approach in a given situation. Here we go. In a previous
job, I noticed a work colleague was not performing to her usual standard. I could detect something
was not right, and so I decided to do something about it. I felt it was my task to speak to
her to find out if she was OK and to try and help her get back to her usual standard of
working. I was concerned for her welfare, and I so I decided to take action. I spoke
to my colleague in private and asked her if everything was OK. I told her I had seen her
work performance had deteriorated and I was concerned. She confided in me that her partner
had left her, and she was feeling depressed. At that stage, I symapthised with her situation
and suggested we speak to our human resources department to get her some support through
counselling, which she agreed to. My intervention resulted in my work colleague feeling supported
and getting the help she need during her difficult time. Two months after I first spoke to my
colleague, she was back to her normal self, feeling better and also working back to full
capacity.” Now, what you will have noticed during that answer is I used something called
the STAR technique. I begin my response with SITUATION. I then explained a TASK that needed
to be done. I then tell them the ACTION, which is the bulk of my response, and then I finish
off the RESULT. Whenever they say to you to give an EXAMPLE of a situation, that is actually
a behavioral interview question, my advice is to use a STAR technique: situation, task,
action and result. So, a couple of questions to ask at the end of your call handler interview.
Here's a good one. Whilst I'm waiting to find out the results of the interview, is there
any further literature you recommend I read to learn more about the role and the ambulance
service? I'm just keen to use the time wisely. So, that shows that your keen, enthusiastic
and you want to carry on learning. Second question: How much time do 111 Call Handlers
dedicate to continuous development and learning? That shows that you understand it's really
important to maintain competence and keep up to date with procedures, etc. That shows
that you understand there is more to the role than just responding to the call. Don't forget
to download my 111 Call Handler interview questions PDF guide. Click that link in the
top right hand corner of the website, and it takes you through to PassMyInterview.com.
Thank you very much for watching. I wish you all the best for passing your call handler
interview. Have a brilliant day.