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What does NHS Direct Wales do?

NHS Direct Wales provides health advice and information 24 hours a day, 365 days a year. We take great pride in the service that our staff deliver and work hard to attract some of the most talented and enthusiastic staff in the NHS.

NHS Direct Wales joined the Welsh Ambulance Service Trust  in 2007 and integrated into the Clinical Contact Centre (CCC) infrastructure in 2012. Since joining the Trust NHS Direct Wales has developed strong supporting roles in the delivery of unscheduled care for the CCC. This includes clinical telephone triage of low acuity 999 calls.

NHS Direct Wales has three base sites across Wales – Swansea in South West Wales, Bangor in North West Wales and Cwmbran in South East Wales.  Operating as a virtual call centre, each call is taken by the next available agent, wherever they are based.

Having three different sites allows for recruitment from across Wales, and also provides for local understanding to build partnerships with local health and social care communities.

Roles within NHS Direct Wales

There are more than 200 members of staff (both full and part time) currently working within NHS Direct Wales. Employees come from a wide range of disciplines and work in the following roles:

Senior Nurse Advisers – are team leaders and operationally manage the real time service

Nurse Advisers – undertake clinical telephone triage

Health Information Coordinators – are team leaders and coordinate health information calls

Health Information Advisors – provide health information to the public

Senior Dental Health Adviser – team leader role

Dental Health Advisers – undertake dental telephone triage

Call Handler Coordinators – are team leaders and coordinate call flow

Call Handlers – provide a call handling service

General Entry Requirements

The personal qualities required to join NHS Direct Wales:

  • a mature and well balanced and personality
  • a caring and compassionate disposition
  • honesty and integrity
  • a reasonable level of intelligence
  • a good level of manual dexterity
  • resourcefulness and organisational skills
  • a willingness to work shifts

The specific entry requirements for each position will vary and will be dependent on the role applied for.  Further details will be available within job advertisements.

All roles require a satisfactory enhanced Disclosure and Barring Service check and you will be required to provide documentary evidence of your qualifications.


Successful candidates will be trained in-house, either in a classroom or on the job and will learn how to use a variety of computer based systems which will vary dependant on the role applied for.

All our current vacancies are shown here.  In order to apply, please visit  You can also register your email address on the NHS Jobs website, and the site will automatically notify you when we advertise vacancies.

You can also keep up to date with news and vacancies from the Welsh Ambulance Service by following us on Twitter and by Liking us on Facebook


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