Frequent Caller Practitioner - Kent

South East Coast Ambulance Service NHS Foundation Trust; Gillingham; On-site; GBP 38,000 - 45,000; Full time

Benefits offered by this job

NHS Pension

27 days holiday

Professional development

Salary sacrifice schemes

Occupational health

Wellbeing hub

NHS discounts

Job summary

South East Coast Ambulance Service NHS Foundation Trust is seeking a Frequent Caller Practitioner (Band 6) to support patients who frequently access ambulance services. You will manage a varied caseload and coordinate person-centred care across Kent, working with operational teams, NHS 111, primary and acute care, mental health and social care providers.

The role involves multi-agency collaboration, developing Patient Response Plans, and acting as a specialist adviser to colleagues while

Responsibilities

• Identify, coordinate and manage patients who meet the national frequent caller criteria.
• Coordinate care pathways with primary care, mental health services, social care and NHS partners.
• Develop, implement and review Patient Response Plans and related interventions.

Job description

Job Overview

Are you passionate about improving care for patients with complex health and social care needs? Do you enjoy working collaboratively across organisational boundaries, solving problems and finding innovative ways to improve patient outcomes?

Frequent Caller Practitioner – Job Overview

We have an exciting opportunity for a Frequent Caller Practitioner to join our Frequent Caller Team. This is a varied and autonomous Band 6 role where you will work with patients who frequently access ambulance services, helping to understand the reasons behind their use of services and coordinating appropriate, person-centred support. Working across Kent, you will build strong relationships with operational colleagues, Emergency Operations Centres, NHS 111, primary and acute care providers, mental health services, social care and other partner agencies. Together, you will develop practical and sustainable approaches that support patients while ensuring ambulance resources are used safely and appropriately. You will manage a caseload of complex patients, contribute to multi-agency decision making, develop Patient Response Plans and other appropriate interventions, and act as a source of specialist advice for colleagues across the Trust. This role would suit someone who is confident working independently, enjoys complex problem solving and can bring people together around a shared goal: delivering the right care, in the right place, for every patient. The post requires travel across Trust sites and operating units within the relevant geographic area.

Main duties of the job

As a Frequent Caller Practitioner, You Will

• Identify, coordinate and manage patients who meet the national frequent caller criteria.
• Manage a varied caseload of patients with complex health, social and behavioural needs.
• Work closely with patients, primary care, mental health services, social care, acute providers and other partner organisations to understand individual circumstances and identify appropriate care pathways.
• Develop, implement and review Patient Response Plans, Acceptable Behaviour Agreements and Patient Specific Instructions where appropriate.
• Act as a key point of contact and specialist adviser for operational teams, Emergency Operations Centres and NHS 111 colleagues.
• Coordinate and contribute to multi-disciplinary and multi-agency case reviews.
• Ensure safeguarding concerns and unmet care needs are identified and appropriately escalated or referred.
• Analyse patient activity, trends, outcomes and service impact to support effective case management and service planning.
• Investigate relevant incidents and contribute to after-action reviews and learning.
• Design and deliver specialist training to colleagues across operational and control environments.
• Support the development and monitoring of KPIs relating to frequent caller management.
• Maintain accurate, timely and confidential patient records in accordance with information governance requirements.
• Work autonomously, prioritising competing demands while responding flexibly to changing patient and service needs.
• Represent the Trust at regional and national frequent caller networks, sharing learning and contributing to best practice.

Working for our organisation

• Option to join NHS pension scheme
• A minimum 27 days' holiday each year, increasing after 5 years’ service.
• Personal and professional development and training opportunities.
• Salary Sacrifice schemes for cars or push bikes.
• Access to occupational health and counselling services.
• Award winning wellbeing hub
• Access to NHS discounts, offering NHS employees a range of money-saving deals.

Other than in exceptional circumstances, the starting salary for staff new to the NHS will be the bottom point of the band to which they have been appointed. Please note that the salary range noted on the vacancy is in line with agenda for change (AFC) pay scales. All successful applicants would be placed automatically at the bottom of the banding, unless proven, relevant NHS or equivalent experience can be demonstrated.

Following the revision of current national legislation (Vaccine as a Condition of Deployment), the Trust has reviewed our requirements relating to staff uptake of the SARS-COV-2 (COVID-19) vaccination. Going forward, for patient facing positions, we strongly recommend that new starters will be appropriately vaccinated unless medically exempt in order to offer greater protection against exposure to the virus for front line staff. In line with this recommendation, if you are successful in your application for a front line post, we will seek information from you in relation to your vaccine status, including exemption status, as applicable.

Please note, all positions come with a Disclosure and Barring Service (DBS) check relevant to the post. This will either be a basic, standard, or enhanced check depending on the role. The level of check will be outlined in the conditional offer letter sent to successful applicants.

As part of the application process, you will be asked to declare any unspent/unfiltered convictions. If you are shortlisted you will then be sent a self declaration form, which must be completed prior to attending interview. for any queries relating to declarations, please contact the Recruitment Advisor listed on the vacancy.

The Trust is passionately committed to being an inclusive employer - a place where we can all be ourselves and succeed. As an employer we offer a range of family friendly, inclusive employment policies, flexible working arrangements, staff engagement networks, facilities and services to support staff from different backgrounds. We actively support equality of opportunity for all our staff and welcome applications from individuals regardless of age, any disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief. The Trust is making progress towards its aim of becoming more reflective of the diversity of our community in our workforce and guarantees an interview to candidates with disability who meet the essential criteria specified. We particularly encourage applications from Black, Asian, Minority Ethnic and disabled applicants and those from other under-represented groups.

The Equality Act 2010 protects disabled people - including those with long term health conditions, learning disabilities and hidden disabilities such as dyslexia. If you tell us that you have a disability we can make reasonable adjustments to ensure that any selection processes - including the interview - are fair and equitable.

We are a committed to offering opportunities to individuals with disabilities and offer ongoing support, should you be successful, with any adjustments you may need when performing your role.

When completing the application please use your name as it appears on your passport and please ensure you include email addresses and contact numbers for your referees to avoid delay in the recruitment process.

Please note that under our Trust policies, we're unable to employ anyone under the age of 18 years old.

The majority of our roles will include some travel between sites for business purposes. If the vacancy you're applying for includes work related travel, you will be required to ensure that you hold and have covered the cost of suitable car insurance to support this.

Should you require an application form in an alternative format including large print or braille, please contact [e-mail] stating the vacancy reference number and we will be happy to provide this.

When completing the reference section, please include details to cover the last three years’ history.

Due to the high volume of applications at SECAmb, we regret that we will only be able to contact those applicants who are shortlisted for interview. If you have not heard from us within 10 working days of the closing date, then please assume you have not been shortlisted for interview on this particular occasion.

Please note that we contact all applicants via Trac Jobs and would advise you check your Trac Jobs account regularly. Please be aware that the Trust reserves the right to close this vacancy early if sufficient applications are received. For this reason we recommend completing your application as early as possible.

Follow our recruitment on Twitter @SECAmbRecruit and check out our Facebook page - SECAmb NHS Recruitment. You can also find us on Linkedin under South East Coast Ambulance Service NHS Foundation Trust.

We understand that AI tools can be useful for generating ideas or structuring your application. However, any content submitted must reflect your own experiences, skills and understanding. Applications that are generated wholly or in large part by AI, without personalisation or accuracy, may be excluded from consideration. We value honesty, authenticity and integrity in the recruitment process and expect all applicants to uphold these principles.

If you are a current SECAmb employee, by applying for this position, if successful you will move to the terms and conditions associated with the post. Any unsocial hours payments will be paid under the Section 2 agreement of agenda for change. Section 2 unsocial hours will need to be claimed via your monthly timesheet. More information regarding section 2 can be found in the Agenda for Change handbook and on the our dedicated Section 2 page on The Zon e.