Band 6 Incident Response Desk Dispatch Lead

Cardiff and Vale University Health Board; Penyffordd; On-site; GBP 35,000 - 46,000; Full time

Benefits offered by this job

Training provided

Career progression opportunities

Job summary

North West Ambulance Service NHS Trust is seeking experienced dispatch leaders to manage a multi-resource response to incidents and major events. You will coordinate with on-call clinicians, ROCC commanders, and external partners, ensuring clear, timely communications and decisive action.

The role requires proven line management experience, strong organisational skills, and the ability to work under pressure.

Qualifications

• 5 GCSEs grade 4-9 in English Literature or Language and in Mathematics or equivalent qualifications.
• Educated to A Level or equivalent.
• Experience/knowledge of dispatch processes.
• Knowledge of governance processes.
• Experience in line management and HR processes.

Responsibilities

• Lead and manage dispatchers on a day-to-day basis.
• Oversee breaks and rotas to ensure shifts are covered by trained personnel.
• Liaise with ROCC tactical commanders and on-scene clinicians.
• Attend command training and participate in assessments.
• Provide and receive complex information to stakeholders and maintain communication.

Skills

JESIP knowledge

Dispatch leadership

Voice communications

Team management

Governance processes

HR processes

Investigations

Planning and organisation

Education

5 GCSEs English/Maths 4-9

A Levels or equivalent

Tools

Microsoft Office

Outlook

Excel

PowerPoint

Job description

The successful candidates will be responsible for the deployment of clinical, specialist operational assets and commanders to respond to incidents that require multiple resources to be deployed right up to critical and Major Incidents. You will be working as part of a team that includes Advanced Practitioners, HEMS trained clinicians as well as dispatchers., Using the JESIP principles you will liaise with external emergency and NHS partners, maintaining up to date communications with operational and on scene commanders and clinicians, before cascading that information internally to the ROCC and the Duty Dispatch Leads. This will be a critical task so having dispatch experience and disciplined voice communications is essential. You will be managed by the ROCC Tactical Commanders and will be required to manage dispatchers on a day to day basis and oversee breaks and the management of rotas, ensuring shifts are covered by trained personnel. The successful applicants will receive a bespoke training package prior to starting their first shift and will be required to attend command training. An assessment day will be conducted as part of the recruitment process with individuals informed of dates and location post the shortlisting process.

• Comprehensive knowledge of Microsoft packages including Outlook, Word, Excel and Power Point.
• Able to lead, develop and motivate a diverse team working across all levels whilst being assertive, persuasive, and influential.
• Have advanced negotiating and influencing skills.
• Able to make sense of complex and conflicting priorities.
• Professional attitude to work and the need for change to improve service delivery.
• Excellent listening skills.
• Be able to communicate effectively, both verbally and in writing, with all levels internally and externally to the service.
• Counselling skills.
• Demonstrable experience of line management responsibilities.
• Be able to work on own initiative for protracted periods and manage own time.
• Ability to understand people and make appropriate judgements with regard to people issues.
• Experience and understanding of investigations and the understanding of governance process.
• Planning and organisation skills
• Ability to multi-task and prioritise effectively
• Ability to make dynamic decisions under pressure.
• Strong work ethic.
• Self-disciplined and motivated to improve patient care.
• Able to demonstrate the ability to provide and receive complex information., 5 X GCSE grade 4-9 in English Literature or Language and in Mathematics or equivalent qualifications and educated to A Level.
• Knowledge of dispatch processes.
• Knowledge of wider Health Economy and Ambulance Response Programme standards.
• Commander and JESIP training attended.
• NWAS managerial courses.
• Experience in the application of HR processes.
• Knowledge of performance management, information and reporting systems, staff management and change management., Previous experience within a contact centre environment.
• Experience of undertaking the 999 Dispatch ADL role
• A working knowledge of ICC operational procedures.
• Experience of working in a multi-disciplinary team.
• Experience of dealing with sensitive and/or complex information.
• Able to demonstrate experience of leading and managing a diverse range of staff employed in the provision of patient services.
• Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
• Being at our best - professional and adaptable and takes pride in work
• Making a difference - act with compassion, kindness and integrity towards everyone
• Maintain confidentiality
• Have own transport and be able to travel to other sites as required North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need. Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident. We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.