Controller - Day Shift

Community Ambulance Service; Monkston; On-site; GBP 32,000; Full time

Job summary

A regional ambulance service in Monkston is seeking a Controller for Day Shifts to ensure efficient management of patient journeys and coordination with various teams. The ideal candidate will have experience in a control room environment and excellent communication skills. Shift times vary, and the role requires the ability to work under pressure and maintain high standards of service delivery.

Qualifications

• Experience in a control room environment required.
• Excellent verbal and written skills essential.
• Ability to work in a multi-professional team is a must.
• Strong time management and organizational abilities.

Responsibilities

• Ensure the smooth day-to-day running of the service.
• Lead consistent, smooth and timely deployments.
• Allocate work to internal and subcontractor resources efficiently.
• Monitor the Control system and crews to avoid delays.
• Provide feedback on challenges to management for improvements.

Job description

Overview

Job Title : Controller – Day Shift

Location: Milton Keynes / CAS Control
Hours: 45hrs per week (including paid breaks)
Hourly Rate: £13.50
Shift times: 0630-1830 or 0800-2000 = 8 weeks shift rotation (Mon-Sat)
Salary: £31,590
Accountable to: Head of Control
Key Working Relationships: Patients, relatives, and carers; The general public; Colleagues at all levels; Management team; On a daily basis, liaise with clinical and non-clinical staff across the organisation, providing and receiving information.

Customers including hospital trusts and ambulance trusts; External agencies in relation to patient experience and safeguarding, such as: Patient Advice and Liaison Service (PALS); Independent Complaints Advocacy Services; Other NHS and independent patient experience teams; Local Authorities; Social Services; Police and ambulance services; Other safeguarding teams.

Main Purpose of the Role : This is a role highly engaged in the service delivery of the contract in accordance with service agreements. The Controller will be responsible for ensuring patient journeys are being allocated in a timely and efficient manner, whilst verifying the accuracy of telephone and online booking requests.

The post holder is key to minimising any service disruption by utilising all available resources, in alignment with our internal processes and targets. The Controller will be the first point of escalation for crews and site teams in respect to patient waiting times, queries and transport options.

Responsibilities

• Ensure the smooth day-to-day running of the service
• Lead consistent, smooth and timely deployments, ensuring effective communication with site teams before each deployment wave
• Allocate work to internal and subcontractor resources in the most efficient manner, taking into consideration patient mobilities, disabilities and requested equipment, in-line with the diverse resource specifications
• Minimise subcontractor utilisation where possible and escalate any expected spikes in usage
• Monitor the Control system and crews to ensure no delays or problems occur
• Remain patient centred and focused to maintain the priority of managing patient care and safety
• Communicate with all colleagues professionally and timely; answer crew messages within 5 minutes, calls within 3 minutes, and emergency responses within 1 minute
• Ensure all patient communications, actions and booking changes are captured within the Cleric docket for operational & audit purposes
• Deliver a personable and friendly service to every stakeholder across all communication channels
• Maintain and respond to internal communication channels; be an active participant
• Notify patients, CAS teams and clinics/wards of any service delays in-line with the communication process
• Operate proactively to deal with challenges before they arise
• Provide feedback on challenges to management to facilitate service improvements
• Monitor and drive accurate timestamp cleansing; educate crews on changes
• Comply with Trust requirements for patient transport journeys
• Liaise with third party providers to co-ordinate onwards movement
• Accurately report concerns including safeguarding; handle informal complaints or issues and escalate as appropriate
• Ensure tasks contribute to performance targets; proactively find solutions when at risk
• Develop knowledge of planning patient routes and mapping; manage daily exception reporting and coordinate with customers to minimise rejections
• Apply processes and utilise the control system to maximise efficient use of resources
• Identify service needs outside contractual obligations and manage implications to the business
• Work with fleet & base / site ops teams to minimise crew downtime and avoid vehicle removal where possible
• Maintain links with hospital teams to support collaborative patient care
• Ensure compliance with policies and procedures including Health & Safety and CQC reporting
• This list is not exhaustive; ad-hoc duties may be required to support an effective service

Personal and General Requirements

Personal To be responsible for own personal and professional development, including statutory and mandatory training and continuous professional development. Attend and actively participate in Company refresher training as required. Ensure that statutory regulations and organisational policies and procedures are implemented and adhered to at all times. Demonstrate commitment to the Company’s values and display high standards of integrity and professionalism towards patients, public, customers and colleagues.

General Requirements : 1. Our Values The post holder must treat all colleagues with respect and willingness to work as a team. The post holder must uphold our Company values: Kind, Inclusive, Accountable, Adaptable.

2. Policies and Procedures All duties and responsibilities must be undertaken in compliance with the Company’s policies and procedures. The post holder must familiarise themselves with how to raise a concern to the Company (e.g., Freedom to Speak Up and Whistleblowing) and ensure incidents and near misses are reported in a timely manner.

3. Health and Safety The post holder must be aware of responsibilities under Health and Safety at Work Act 1974 and related policies to maintain safe working practices and environments. All Company premises and NHS Trusts are smoke-free zones.

5. Confidentiality Everyone working for or on behalf of the Company is bound by a legal duty of confidentiality. The post holder must not disclose confidential information relating to the Company, its staff, its patients, or third parties.

6. Equality and Diversity We promote equal opportunity and diversity; staff and users should be treated with dignity and respect and involved in decisions affecting their employment or healthcare.

7. Infection Prevention and Control The post holder will follow IPC policies and wear PPE as required; non-compliance should be challenged and reported to line managers as needed.

8. Safeguarding Children and Adults Staff must identify responsibilities relevant to safeguarding; access safeguarding training and seek guidance when unclear.

9. Disclosure and Barring Service (DBS) If DBS disclosure is required, this will be managed in line with the DBS Policy.

Qualification and Skills Essential identifiers include experience in a control room environment, excellent verbal and written skills, ability to work in a multi-professional team, IT skills (databases and Microsoft Office), and strong time management and organisational abilities. Demonstrated high emotional intelligence and the ability to listen and document feedback concisely. Desirable experience includes handling difficult situations.

Personal Attributes Able to work under pressure, adaptable to change, model professional behaviours, engaging and positive personality.

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