Clinical Duty Manager - Development Opportunity

West Midlands Ambulance Service University Nhs Foundation Trust; Dudley; On-site; GBP 42,000 - 60,000; Full time

Job summary

West Midlands Ambulance Service University NHS Foundation Trust is seeking a Development Clinical Duty Manager for the Emergency Operations Centre. The role focuses on clinical validation, triage, and leadership within a high-volume call environment.

Applicants must be HCPC or NMC registered with at least 12 months in an EOC setting and demonstrate Line Management experience. The Trust supports flexible working and offers opportunities for development.

Qualifications

• Educated to degree level or equivalent.
• HCPC Registered Paramedic, NMC registered Nurse or similar.
• Minimum of 2 years post-registration autonomous clinical practice.
• Masters or equivalent specialist knowledge/experience.
• Understanding of Integrated Governance.
• Evidence of extended specialist CPD.

Responsibilities

• Clinical validation of 3rd/4th category 999 calls and triage.
• Monitor quality of live clinical call process.
• Allocate to clinicians as required to ensure timely triage.
• Support and intervene to manage call lengths and queue risk.
• Test new pathways system periodically.
• Maintain sickness absence reporting per policy.

Skills

High-pressure environment

Direct support service delivery

Calm under pressure

Effective communication

Education

Degree or graduate-level ability

HCPC/NMC registration or equivalent

2+ years post-registration experience

Masters or specialist CPD

Integrated Governance understanding

Tools

PaCCs

CAD System

Job description

Job summary

West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed.
Each person plays a vital part to ensuring our organisation meets the differing needs of our communities ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities that it serves provide better patient care and we are therefore looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference to our patients.
We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and as part of our commitments to this we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please feel free to do so in your application. You can also contact the Recruitment Team via email at [e-mail] if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process.
The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.

Main duties of the job

Due to the expansion of the teams we are looking to build on resilience with having 2 Development Clinical Duty Manager per team. Successful applicants will undertake the roles & duties to develop within this role for any upcoming vacancies that may become available.
Applicants must be HCPC or NMC registered with a minimum of 12 months experience within the Emergency Operations Centre environment.

PLEASE NOTE

You will be continued to be paid at your current B7 salary for this post, there will be no uplift in salary.

Shortlisted applicants will be asked to provide a discussion document in the first instance, successful applicants will then be invited to attend an in person interview

INTERVIEWS WILL BE HELD THURSDAY 12th NOVEMBER 2026

If a permanent position becomes available you will be required to apply for the post & undertake any assessments & an interview as required.

About us

If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both.
Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check. The cost of £55.76 for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.
We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.
We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.

Job responsibilities

• Clinical Validation of category 3 & 4 999 calls. Analysing the patients condition and situation to obtain an appropriate NHS Pathways & (PaCCs) outcome.
• Maintain personal skills, knowledge, development.
• In place to ensure that clinical validation and triage is processed in accordance with Trusts policies, procedures and protocols using systems giving appropriate advice to patients and others service users. At times this can be in a highly emotive atmosphere due to the complex nature of the call.
• Accountable for monitoring the quality of the live clinical call process of incoming and outgoing calls for accuracy and respond to inaccuracies. To support and intervene when required in the event of prolong call lengths.
• Accountable for the continuous monitoring and risk assessment of all clinical calls that present within the clinical queue and responsible for the allocation to a clinician if required.
• Responsible for the efficiency of the clinicians on duty during the shift and ensuring that no patient is left waiting unnecessarily for clinical triage.
• Responsible for reviewing voice recording when required for verification of data input onto CAD.
• Responsible for carrying out complex audits through the pathways system and to undertake surveys where required.
• The postholder will also be required to test any new pathways system on a regular basis initially and then periodically thereafter.
• Responsible for the accurate reporting and monitoring of sickness absence in line with Trust Sickness Absence Management Policy ensuring all paperwork is completed such as return to work interviews, as well as providing counsel & support. The postholder will be required to identify any personal needs of staff and provide appropriate advice where required, particular in meetings such as stage 1 sickness absence management meetings.
• To review daily and planned resourcing with a view of providing intelligence to EOC Clinical Commander/ On-call Tactical Commander providing recommendations for adequate clinical cover.
• Responsible for the monitoring of clinical staff productivity live and retrospectively.

Person Specification

Skills and Knowledge

• Ability to work in a high-pressure environment
• To direct support service delivery if required in line with personal competences
• The ability to remain calm whilst maintaining a courteous, caring, professional attitude.
• The ability to adapt and communicate effectively with staff at all levels, and to tailor communication as appropriate so that all instruction is received and understood.

Experience

• Minimum of 1 year experience within EOC environment
• Experience of Line Management
• Experience of working, creating, and presenting reports ideas to improve working models to Senior Management
• Knowledge of Telephone Triage systems PaCCs
• Excellent knowledge of the CAD System
• Expert knowledge of GDPR Policies and procedure
• Experience of working autonomously. Evidence of mentoring and assessing others.
• Experience of working within a multi-disciplinary team.

Qualifications

• Educated to degree level or possessing work experience demonstrating graduate level ability.
• HCPC Registered Paramedic, NMC registered Nurse or similarly registered Healthcare Professional (2-3 years, must have completed NQP consolidation period)
• Minimum of 2 years post registration & autonomous clinical practice or equivalent experience.
• Masters or equivalent specialist knowledge /experience gained through equivalent qualification or experience.
• Understanding of Integrated Governance
• Evidence of extended specialist Continuous Professional Development (CPD).

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed.