111 Health Advisor

Job description

Job summary

Post: 111 Health Advisor

Pay:£13.00 per hour whilst training and £13.13 per hour once theshadowing phase is passed. Enhancements for shifts from 20:00-24:00 Mon-Fri 30%and all day on Saturday and Sunday 45%

Hours: Minimum 16hours per week

Hours tobe discussed at interview.

Part Time contracts available, includingflexible and fixed hours

Accountable to: 111 OperationalManager

Reports to: 111Operational Support Team

Base:NewfieldHouse,Vicarage Lane, Blackpool, Lancashire FY4 4EW

Interviews will be held week commencing 28th September 2026

Core module one course start date: 9th - 20th November 2026

Induction Day: You will be required to be available on Monday 23rd November 2026,10:00 16:00 for an induction day.

Candidates who have applied for this position within the previous 12months and were unsuccessful need not reapply unless their skills,qualifications or experience have materially changed.

*Please note that our rolesare not being considered for sponsorship at this time*

Main duties of the job

Youwill be joining a team that is dedicated to supporting our community in some oftheir worst times. If you like a challenge and thrive working in a fast-pacedenvironment, then 111 is an ideal role.

This role is so rewarding. Through callerschallenging times, we make a real impact; ensuring assessments are timely,accurate and supportive, providing a service that will benefit the localcommunity, and no doubt some of our family and friends.

About us

The ethos of FCMS as a social enterprise, health andwellbeing services provider is to be passionate in its drive to ensure thatpatients and callers remain the central focus of all that it does. Coupled withexcellent and well-established clinical governance systems and extremelyeffective operational expertise, it has meant that the company has the abilityto strategically visualise, develop, and implement award winning services.

Over many years we have invested in our staff so that we havea core team of highly trained individuals who can manage the needs of ourpatients and callers. Our staff are able to significantly improve the servicedelivery and user experience due to their considerable experience andcommitment 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

Job responsibilities

Job description

By telephone, to provide a fast,accurate and effective 111 service to a patient in likely an emergency settingto identify the best route of care for them dependant on their symptoms.

To take, record and process highlypersonal information received, with accuracy and concisely using nationallyrecognised software. Relevantinformation will need to be identified and logged as data on to a computer. ITskills are important.

Working in this role, you could save alife.

We fully support our health advisorsand do require that they pass assessments at regular stages of their trainingcourse. The course consists of an intensive training programme right at thestart of your journey with us. Thereis an expectation you complete some Pathways Pre-module learning before yourstart date which we send out to you two weeks prior to the course. Followingthis, we will train you on a programme called NHS Pathways, this requiresapproximately 150 hours of training to be able to use the software in a safe,effective, and efficient manner alongside any other recognised training fordevelopment. This is covered in a 2-week course where you need to be availableevery 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 youremployment.

Whenyou have completed the training course, we require approximately 75 hours ofshadowing to run straight after the course has finished. The ideal situation isthat you are available days, evenings and weekends. This is to mirrorexperienced call handlers in a live environment, but we can discuss youravailability.

To provide a professional andhigh-quality telephone call taking service for local health care services i.e.,District Nurses/GP practices.

To gather essential information in theleast possible time while remaining polite and courteous we are trying toroute our patients to the best care in the quickest way.

To always follow strict procedures andprotocols this is a high-pressured role, and we need to ensure that thepatient is safe at all times.

Ensure full patient confidentiality atall times.

Work effectively under pressure in acalm and confident manner whilst remaining sensitive to the callers andpatients needs

To undertake any clerical work,administrative, data inputting and any other duties relevant to FCMS (NW) Ltdactivities

To beflexible and work in a service that delivers care from 0700-2400, 7 days aweek.

Thereis a lot of opportunity to work daytime, evenings and weekends. 111 callsincrease when traditional GPcare routes are closed, so Bank holidays are some of our busiest times, weexpect that all our advisors work across this.

As the role involves keeping competencies andskills up to date, the minimum hours we would expect are 16 hours per week forthe first 6 months in post at least and then it would be reviewed on anindividual basis.

Whatwill the role involve?

Therole of a 111 Health Advisor is a highly varied one and you can expect anincredibly busy work environment where no two days are the same. Patient careis our utmost priority, and you will remain calm and professional even whendealing with high call volumes and challenging or distressed customers. This isa hugely important role, and you can be supporting a mental health-based call,talking someone through CPR to raising an ambulance. FCMS Health Advisorsanswer approximately 27,400 call per week.

Flexibility towork a variety of shifts is essential in this role.

Nationally the111 service is 24/7.

FCMS provide the111 service between 7am 12 midnight, 365 days a year.

Therefore, youmust be able to work shifts across evenings, weekends and Bank Holidays.

We are currentlyseeking part time staff with a requirement to work a minimum of 16hrs a weekfor the first 6 months at least.

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

Positivitywith a real sense of being able to strive for the impossible

Generosityof spirit- Everyday should be an opportunity to act with kindness

Abilityto have fun Taking the role seriously, whilst being yourself

Our Why:To nurture an environment of inspiration, innovation and disruptionso this people in our world receive exceptional healthcare for this generation,and the next.

Values:Our organisational culture is very importantto us, so it is vital that the successful candidate lives and breathescomplimentary values and behaviours. Our behaviours should be in line with ourvalues which form part of our Company DNA:

Fun: People rarely succeedunless they are having fun. Happiness is healthy!

Awesome: We arent here tobe average, were here to be awesome!

Humble: Were here to makea difference to the lives of others, NOT to see how important we can become

Brave: We challenge thenorm. We have the courage to get the difficult jobs done

Oompf: We have naturaloompf! Its infectious!

Go-getting: We areintuitive to changing needs and respond quickly which we do with energy, ideas,and positivity

DBS - Thispost is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975and as such it will be required that we will submit a Disclosure to be made tothe Disclosure and Barring Service (formerly known as CRB) to check for anyprevious criminal convictions. Before you start, this will require three formsof valid ID to be produced and verified. The onboarding process is also subjectto an Occupational Health check, suitable professional references, andeligibility to work in the UK (with the requirement to provide relevantdocumentation as evidence).

Disability Confident Employer - As users of the disability confident scheme, we guaranteeto interview all disabled applicants who meet the minimum criteria for thevacancy

Job description
Job responsibilities

Job description

By telephone, to provide a fast,accurate and effective 111 service to a patient in likely an emergency settingto identify the best route of care for them dependant on their symptoms.

To take, record and process highlypersonal information received, with accuracy and concisely using nationallyrecognised software. Relevantinformation will need to be identified and logged as data on to a computer. ITskills are important.

Working in this role, you could save alife.

We fully support our health advisorsand do require that they pass assessments at regular stages of their trainingcourse. The course consists of an intensive training programme right at thestart of your journey with us. Thereis an expectation you complete some Pathways Pre-module learning before yourstart date which we send out to you two weeks prior to the course. Followingthis, we will train you on a programme called NHS Pathways, this requiresapproximately 150 hours of training to be able to use the software in a safe,effective, and efficient manner alongside any other recognised training fordevelopment. This is covered in a 2-week course where you need to be availableevery 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 youremployment.

Whenyou have completed the training course, we require approximately 75 hours ofshadowing to run straight after the course has finished. The ideal situation isthat you are available days, evenings and weekends. This is to mirrorexperienced call handlers in a live environment, but we can discuss youravailability.

To provide a professional andhigh-quality telephone call taking service for local health care services i.e.,District Nurses/GP practices.

To gather essential information in theleast possible time while remaining polite and courteous we are trying toroute our patients to the best care in the quickest way.

To always follow strict procedures andprotocols this is a high-pressured role, and we need to ensure that thepatient is safe at all times.

Ensure full patient confidentiality atall times.

Work effectively under pressure in acalm and confident manner whilst remaining sensitive to the callers andpatients needs

To undertake any clerical work,administrative, data inputting and any other duties relevant to FCMS (NW) Ltdactivities

To beflexible and work in a service that delivers care from 0700-2400, 7 days aweek.

Thereis a lot of opportunity to work daytime, evenings and weekends. 111 callsincrease when traditional GPcare routes are closed, so Bank holidays are some of our busiest times, weexpect that all our advisors work across this.

As the role involves keeping competencies andskills up to date, the minimum hours we would expect are 16 hours per week forthe first 6 months in post at least and then it would be reviewed on anindividual basis.

Whatwill the role involve?

Therole of a 111 Health Advisor is a highly varied one and you can expect anincredibly busy work environment where no two days are the same. Patient careis our utmost priority, and you will remain calm and professional even whendealing with high call volumes and challenging or distressed customers. This isa hugely important role, and you can be supporting a mental health-based call,talking someone through CPR to raising an ambulance. FCMS Health Advisorsanswer approximately 27,400 call per week.

Flexibility towork a variety of shifts is essential in this role.

Nationally the111 service is 24/7.

FCMS provide the111 service between 7am 12 midnight, 365 days a year.

Therefore, youmust be able to work shifts across evenings, weekends and Bank Holidays.

We are currentlyseeking part time staff with a requirement to work a minimum of 16hrs a weekfor the first 6 months at least.

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

Positivitywith a real sense of being able to strive for the impossible

Generosityof spirit- Everyday should be an opportunity to act with kindness

Abilityto have fun Taking the role seriously, whilst being yourself

Our Why:To nurture an environment of inspiration, innovation and disruptionso this people in our world receive exceptional healthcare for this generation,and the next.

Values:Our organisational culture is very importantto us, so it is vital that the successful candidate lives and breathescomplimentary values and behaviours. Our behaviours should be in line with ourvalues which form part of our Company DNA:

Fun: People rarely succeedunless they are having fun. Happiness is healthy!

Awesome: We arent here tobe average, were here to be awesome!

Humble: Were here to makea difference to the lives of others, NOT to see how important we can become

Brave: We challenge thenorm. We have the courage to get the difficult jobs done

Oompf: We have naturaloompf! Its infectious!

Go-getting: We areintuitive to changing needs and respond quickly which we do with energy, ideas,and positivity

DBS - Thispost is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975and as such it will be required that we will submit a Disclosure to be made tothe Disclosure and Barring Service (formerly known as CRB) to check for anyprevious criminal convictions. Before you start, this will require three formsof valid ID to be produced and verified. The onboarding process is also subjectto an Occupational Health check, suitable professional references, andeligibility to work in the UK (with the requirement to provide relevantdocumentation as evidence).

Disability Confident Employer - As users of the disability confident scheme, we guaranteeto interview all disabled applicants who meet the minimum criteria for thevacancy

Person Specification

Skills & Capabilities

Essential

• 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

Qualifications

Desirable

• GCSE/O Level English and Maths

Experience

Essential

• Knowledge that you want to work in this environment

Desirable

• Telephony experience
• Health Care Setting
• Customer Service experience

Values & 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.

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

Person Specification
Skills & Capabilities

Essential

• 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

Qualifications

Desirable

• GCSE/O Level English and Maths

Experience

Essential

• Knowledge that you want to work in this environment

Desirable

• Telephony experience
• Health Care Setting
• Customer Service experience

Values & 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.

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

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

FCMS
Address

Newfield House

Vicarage Lane

Blackpool

Lancashire

FY4 4EW

United Kingdom

Employer's website