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Welcome to FCMS! Post: 111 Health Advisor Pay:£13.00 per hour whilst training and £13.13 per hour once the shadowing phase is passed. Enhancements for shifts from 20:00-24:00 Mon-Fri 30% and all day on Saturday and Sunday 45% Hours: Minimum 16 hours per week We are looking for evening and weekend staff. Part Time contracts available, including flexible and fixed hours Interviews will be held7th, 8th and 11th May Core module One course start date:29th June 2026 Closing Date: 04 May 2026 Overview of Role: You will be joining a team that is dedicated to supporting our community in some of their worst times. If you like a challenge and thrive working in a fast-paced environment, then 111 is an ideal role. This role is so rewarding. Through callers challenging times, we make a real impact; ensuring assessments are timely, accurate and supportive, providing a service that will benefit the local community, and no doubt some of our family and friends. Main duties of the job The role of a 111 Health Advisor is a highly varied one and you can expect an incredibly busy work environment where no two days are the same. Patient care is our utmost priority, and you will remain calm and professional even when dealing with high call volumes and challenging or distressed customers. This is a hugely important role, and you can be supporting a mental health-based call, talking someone through CPR to raising an ambulance. FCMS Health Advisors answer approximately 27,400 call per week. Flexibility to work a variety of shifts is essential in this role . Nationally the 111 service is 24/7. FCMS provide the 111 service between 7am 12 midnight, 365 days a year. Therefore, you must be able to work shifts across evenings, weekends and Bank Holidays. We are currently seeking part time staff with a requirement to work a minimum of 16hrs a week for the first 6 months at least. About us The ethos of FCMS as a social enterprise, health and wellbeing services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well-established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services. Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do. Come and be a part of our amazing team! We offer NHS Pension Cycle to Work Scheme Career Development Opportunities Attendance Bonus Staff Benefit Scheme Free Tea & Coffee Eye Care Contributions Job description The responsibilities of a 111 Health Advisor. By telephone, to provide a fast, accurate and effective 111 service to a patient in likely an emergency setting to identify the best route of care for them dependant on their symptoms. To take, record and process highly personal information received, with accuracy and concisely using nationally recognised software. Relevant information will need to be identified and logged as data on to a computer. IT skills are important. Working in this role, you could save a life. We fully support our health advisors and do require that they pass assessments at regular stages of their training course. The course consists of an intensive training programme right at the start of your journey with us. There is an expectation you complete some Pathways Pre-module learning before your start date which we send out to you two weeks prior to the course. Following this, we will train you on a programme called NHS Pathways, this requires approximately 150 hours of training to be able to use the software in a safe, effective, and efficient manner alongside any other recognised training for development. This is covered in a 2-week course where you need to be available every day, Monday to Friday. There are two exams during this period with a 70% pass rate. Failure to pass both exams will mean you sadly can not continue your employment. When you have completed the training course, we require approximately 75 hours of shadowing to run straight after the course has finished. The ideal situation is that you are available days, evenings and weekends. This is to mirror experienced call handlers in a live environment, but we can discuss your availability. To provide a professional and high-quality telephone call taking service for local health care services i.e., District Nurses/GP practices. To gather essential information in the least possible time while remaining polite and courteous we are trying to route our patients to the best care in the quickest way. To always follow strict procedures and protocols this is a high-pressured role, and we need to ensure that the patient is safe at all times. Ensure full patient confidentiality at all times. Work effectively under pressure in a calm and confident manner whilst remaining sensitive to the callers and patients needs To undertake any clerical work, administrative, data inputting and any other duties relevant to FCMS (NW) Ltd activities To be flexible and work in a service that delivers care from 0700-2400, 7 days a week. There is a lot of opportunity to work daytime, evenings and weekends. 111 calls increase when traditional GP care routes are closed, so Bank holidays are some of our busiest times, we expect that all our advisors work across this. As the role involves keeping competencies and skills up to date, the minimum hours we would expect are 16 hours per week for the first 6 months in post at least and then it would be reviewed on an individual basis. We welcome applications from candidates from a variety of backgrounds as we want our 111 Health Advisors to reflect the diverse patient population we serve. This is a demanding role, working with members of the public in sometimes particularly difficult and distressing circumstances. To thrive in this role, previous experience in an extremely busy telephony-based role / care setting or customer service-based role OR a desire to work in this type of environment is necessary. Our key expectations are: Self-awareness Living authentically Adaptability- Being ready to adjust depending on the situation Openness What you see is what you get Positivity with a real sense of being able to strive for the impossible Generosity of spirit- Everyday should be an opportunity to act with kindness Ability to have fun Taking the role seriously, whilst being yourself Our Why:To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next. Values: Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA: Fun:People rarely succeed unless they are having fun. Happiness is healthy! Awesome:We arent here to be average, were here to be awesome! Humble:Were here to make a difference to the lives of others, NOT to see how important we can become Brave:We challenge the norm. We have the courage to get the difficult jobs done Oompf:We have natural oompf! Its infectious! Go-getting:We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity Come and be a part of our amazing team! We offer NHS Pension Cycle to Work Scheme Career Development Opportunities Attendance Bonus Staff Benefit Scheme Free Tea & Coffee Eye Care Contributions S afeguarding: Safeguarding is the responsibility of all FCMS employees. All employees, including the post holder, are required to act in such a way that at all times safeguards the health and wellbeing of children and vulnerable adults. Familiarisation with, and adherence to, the FCMS Safeguarding policy is an essential requirement, as is completion of mandatory Safeguarding training. All employees must ensure that they understand and act in accordance with this clause. If unsure of how this clause relates to this post, clarification must be sought from line management as a matter of urgency. Equally, all managers have a responsibility to ensure that their team members understand their individual responsibilities with regard to Safeguarding Children and Vulnerable Adults, Prevent, the Mental Capacity ACT and DOLS DBS - This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be required that we will submit a Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Before you start, this will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references, and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence). Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy Person Specification Values and Behaviours Essential Commitment to providing a service that meets the demanding needs of the patients. Ability to work effectively in a team to achieve shared goals for the interest of the patient. Ability to accept feedback for the opportunity to enhance performance. A dedication to providing a service that you would wish your friends and family to receive. Experience Essential Knowledge that you want to work in this environment Excellent interpersonal skills including verbal and written communication as you will be inputting whilst talking into the computer. Ability to remain calm under pressure. IT skills, and the confidence to input data as you talk. Excellent organisational skills, there are lots of parts of the process to delivering great care. Competent, reliable, and conscientious person who can work on their own initiative and maintain strict confidentiality. Flexibility of working hours to support core needs of 111 service delivery, that can also include annual leave and sickness Desirable Telephony experience Health Care Setting Customer Service experience Demands of the role Essential To be able to speak to people by telephone in a busy virtual care setting. Ability to pass all assessments in the training setting, to train for approximately 150 hours and then have appropriate shadowing to show competence in the role. Mental pressure this role expects you to receive phone calls that discuss a variety of symptoms, that include mental health, declining illness, and serious injury Qualifications Desirable GCSE/O Level English and Maths TPBN1_UKTJ