Emergency Medical Advisor Team Leader - EOC Bracebridge Heath

East Midlands Ambulance Service NHS Trust; Lincoln; On-site; GBP 30,000 - 40,000; Full time

Job summary

A regional emergency service provider is seeking an Emergency Medical Advisor (EMA) Team Leader to manage a team of emergency call handlers. This role involves ensuring effective call handling, supporting staff training, and maintaining high customer service standards. The successful candidate will operate in a professional environment 24/7, manage performance metrics, and collaborate closely with senior management. Benefits include flexible working patterns, generous leave entitlements, and NHS Pension Scheme enrolment, making this a rewarding opportunity.

Benefits

27 days holiday increasing with service

NHS Pension Scheme

Employee Assistance Programme

Career development opportunities

NHS Discounts at various retailers

Uniform provided

Qualifications

• Experience in managing teams in a fast-paced environment.
• Ability to handle high-pressure situations and make quick decisions.
• Strong leadership and mentoring skills.

Responsibilities

• Support EMAs on a daily basis and manage team performance.
• Answer emergency calls as required and provide guidance.
• Monitor Key Performance Indicators and ensure compliance with policies.

Skills

Management skills

Customer service

Communication

Emergency response knowledge

Job description

As an Emergency Medical Advisor (EMA) Team Leader, you will support our EMAs on a daily basis. You will be responsible for one out of 5 teams, and day to day on shift, you will be responsible for call pick up, ensuring our patients are having their calls answered in a timely manner. You will be managing the performance of our EMAs, linking in with the Workforce Manager to ensure we are offering the best level of support.

As EMA Team Leader, you will also be answer 999 calls when demand requires and be operating the non-clinical hut line, where you will be providing non clinical advise on emergency calls and working with our clinical team to raise appropriate calls.

EMA Team Leader, will also work with the Workforce Manager to help develop EMAs and guide them through probation and mentoring. This includes assisting with people management at times.

We currently have one full-time permanent position and one full-time 12 month secondment opportunity.

As an Emergency Operations Centre (EOC) we have committed to recruit a approximately 240 Emergency Medical Advisers, across both EOCs. The EMA Team Leader, will be responsible for one team, along with the shift management whilst on duty.

The position requires the successful applicant to work within a professional environment which delivers a 24 hours service, 365 days a year. You would be required to work a 10 week rota pattern covering core shifts 24/7 with an element of unsocial hours. The standard shift times are 0600hrs till 1800hrs and 1800hrs till 0600hrs.

The Team Leader is responsible for managing a team of emergency call takers within a busy Emergency Operations Centre ensuring calls are handled professionally & effectively delivering high customer service to our service users across the East Midlands & working closely with colleagues based at our Headquarters in Nottingham & external agencies.

The role requires the competence to manage teams of emergency call handlers through key performance indicators, sickness management, appraisal system, one to one discussions, statutory & mandatory training & professional conduct plus other elements relevant to the management position.

The EMA Team Leader is required to work closely with the management structure within the EOC & will report to the Workforce Manager.

Full training will be provided through a mentoring process to ensure competency levels are achieved & will be monitored with support of line management.

Benefits

Working for us not only provides job satisfaction of knowing that what you do makes a real difference to our patients, but we offer a range of other great benefits too. We offer:

• Flexible approach to working patterns, we understand the importance of a work life balance and have a wide selection of rotas for part-time and full-time staff
• Holiday entitlement of 27 days rising to 29 days after 5 years and 33 days after 10 years, plus public bank holiday entitlement (pro rata for part time).
• Pay enhancements for out of hours, shift and overtime working, career and salary progression and annual personal development review.
• We are a uniformed service and uniform will be provided.
• Expert training and support from our dedicated in-house education team.
• Enrolment into the NHS Pension Scheme.
• Occupational Health support along with an Employee Assistance Programme
• NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
• Childcare vouchers
• Peer to Peer support networks
• An exceptional place to work to provide high-quality emergency care to save lives and make a difference to people with life-threatening illnesses or injuries.
• A first-class employer, promoting equality, diversity and inclusion of our employees.
• Demonstrates strong leadership skills and is highly visible within the EOC, maintaining a strategic focus within shift operating times and an awareness of local and regional activity/incidents that may impact on EOC performance.
• The deployment, motivation, supervision of EMA function, under the direction of the EOC Duty Commander and with close liaison with other Operational Managers. Assist in delivery of the core service and achieving key performance targets and implement remedial action plans to address performance shortfalls. To ensure all policies and procedures aligned to EOC are adhered to and where appropriate provide feedback for service improvement. Work within Key Performance Indicators to monitor and review Call performance. Monitor, manage and support EMAs on Key Performance Indicators and work with the EOC Workforce manager to help EMAs achieve these. Works proactively across team/functional boundaries to ensure service provision is effective and efficient. Sets clear objectives/performance measures to support and build an effective team. Liaising with multi agencies in provision of information requests in a timely manner.

The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Trust, which may be amended from time to time.

Patient Safety is a key priority for the Trust. It is your responsibility to ensure that you are fully compliant with EMAS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults.

This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement.