ICC Dispatch Duty Lead

North West Ambulance Service Nhs Trust; Broughton; On-site; GBP 60,000 - 85,000; Full time

Job summary

North West Ambulance Service NHS Trust is seeking a Duty Dispatch Lead to supervise and coach the regional dispatch team, oversee staff and resources, and ensure performance standards across the service.

You will lead on incident communications, plan for events, monitor KPIs, and contribute to workforce planning and training while partnering with other managers to maintain continuity of patient care.

Qualifications

• Educated to degree level or equivalent experience in healthcare management.
• Coaching/mentoring qualification - CMI Level 5 (or working towards).
• Experience leading and managing a diverse team in a healthcare/dispatch setting.
• Knowledge of NEPTS contracts and Ambulance Response Programme standards.
• Understanding of dispatch processes and governance.

Responsibilities

• Supervise, lead, support and coach the regional dispatch team.
• Oversee regional utilisation of staff and resources to meet demand.
• Plan to meet and exceed internal and national performance standards.
• Provide a virtual managerial presence across regional dispatch sites.
• Take responsibility for performance areas and implement improvements.
• Lead communications during major incidents and manage event impact.

Skills

Leading and managing teams

Resource planning

Communication skills

Decision making under pressure

Education

Degree level or equivalent in healthcare management

CMI Level 5 coaching/mentoring qualification

Tools

Microsoft Office suite (Outlook, Word, Excel, PowerPoint)

Dispatch processes knowledge

Job description

Role of the Duty Dispatch Lead

• Supervise, lead, support and coach the regional dispatch team
• Have oversight of the management of regional utilisation of staff and resources to meet demand
• Plan to meet and exceed internal, national and contractual performance standards
• Provide a virtual managerial presence across the regional dispatch sites
• Take direct responsibility for all performance areas, analysing activity and implementing improvements
• Use autonomy to make decisions outside of agreed parameters, providing justification
• Be responsible for all communication during a major or large-scale incident
• Have oversight of regional planned and spontaneous events, managing the impact on resources and the continuity of business as usual
• Chair shift meetings with regional Area Dispatch Leads to gain understanding of the current state of play regarding demand. Make plans and allocate tasks to minimise risks in responding to patients
• Monitor dispatch team KPIs in conjunction with the Dispatch Managers and agree objectives and development for those working below standard
• Report to Dispatch Service Delivery Manager
• Carry out any other duties as directed by the Service Delivery Manager or Head of Service (Dispatch), This list of duties is indicative of the role, and further duties as outlined within the job description will be expected of the successful candidate, Oversee and contribute within own remit to:
• The planning and delivery of all dispatch training requirements
• Scope potential workforce related risks, feeding new risks into ICC senior management team
• Liaise with other departmental managers around operational coordination of resources in the event of any large scale, complex or major incidents
• Allocate roles to the dispatch teams during large scale or critical incidents, as appropriate, providing emphasis on continuation of core service
• Negotiate with emergency and non-emergency colleagues/services across sectors and different health economies, regarding business continuity support

Assessments will take place at Broughton on 30 September. Candidates who meet the required standard at assessment will then be invited to attend a Professional Discussion on the same day. Job description, Oversee and contribute within own remit to:

• The planning and delivery of all dispatch training requirements
• Scope potential workforce related risks, feeding new risks into ICC senior management team
• Liaise with other departmental managers around operational coordination of resources in the event of any large scale, complex or major incidents
• Allocate roles to the dispatch teams during large scale or critical incidents, as appropriate, providing emphasis on continuation of core service
• Negotiate with emergency and non-emergency colleagues/services across sectors and different health economies, regarding business continuity support

Assessments will take place at Broughton on 30 September. Candidates who meet the required standard at assessment will then be invited to attend a Professional Discussion on the same day.

We are looking for a highly motivated individual with an evidenced knowledge of Integrated Contact Centres and experience of:

• Leading, managing, coaching a team.
• Effective utilisation of resources, to meet the changing demands of the service and meet national standards
• Leadership, planning and effective communication

Are you a highly organised and excellent communicator with the ability to lead and deliver change? Are you highly motivated and inspirational with a proven ability to meet the challenge of the role. Do you aspire to contribute to the current and future strategic direction of ICC and the wider organisation?, Skills and Competencies Essential

• Comprehensive knowledge of Microsoft packages including Outlook, Word, Excel and Power Point
• Professional attitude to work and the drive to improve service delivery.
• Counselling skills.
• Demonstrable compassionate and inclusive leadership
• Demonstrable experience of line management responsibilities.
• Ability to work on own initiative for protracted periods and manage own time.
• Strong work ethic
• Ability to make dynamic decisions whilst under pressure
• Self-disciplined and motivated to improve patient care
• Experience and understanding of investigations and the understanding of governance process.
• Strong analytic, and critical reasoning skills involving highly complex facts or situations and capable of effective analysis, interpretation, and comparisons of a range of options.
• Able to demonstrate the ability to provide and receive highly complex information where there are significant barriers to acceptance.
• Ability to communicate effectively in situations where it is considered sensitive or highly contentious.
• Effective, adaptable and influential and able to persuade others with personal conviction and facts
• Ability to lead, develop and motivate a diverse team whilst being assertive, persuasive and influential.
• Have highly developed negotiating and influencing skills.
• Able to make sense of complex and conflicting priorities.
• Have own transport and be able to travel to other sites as required., Educated to degree level or have equivalent experience in healthcare management.
• Coaching and mentoring qualification - CMI Level 5 (or working towards)
• Understanding of dispatch processes.
• Knowledge of NEPTS contracts and Ambulance Response Programme standards
• Commander and JESIP training attended
• NWAS managerial courses.
• Considerable experience in the application of HR processes
• In-depth knowledge across a number of disciplines including performance management, information and reporting systems, staff management and change management.

Experience Essential

• Previous management/supervisory experience within a contact centre environment.
• 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.
• Have business planning, objective setting and performance management experience. Able to implement medium/long term and tactical plans which contribute to strategic plans.

Values and Behaviours Essential

• Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
• Being at our best - be professional and adaptable and take pride in work.
• Making a difference - act with compassion, kindness and integrity towards everyone.
• Maintain confidentiality.
• Be smart and presentable.

Person Specification Skills and Competencies Essential

• Comprehensive knowledge of Microsoft packages including Outlook, Word, Excel and Power Point
• Professional attitude to work and the drive to improve service delivery.
• Counselling skills.
• Demonstrable compassionate and inclusive leadership
• Demonstrable experience of line management responsibilities.
• Ability to work on own initiative for protracted periods and manage own time.
• Strong work ethic
• Ability to make dynamic decisions whilst under pressure
• Self-disciplined and motivated to improve patient care
• Experience and understanding of investigations and the understanding of governance process.
• Strong analytic, and critical reasoning skills involving highly complex facts or situations and capable of effective analysis, interpretation, and comparisons of a range of options.
• Able to demonstrate the ability to provide and receive highly complex information where there are significant barriers to acceptance.
• Ability to communicate effectively in situations where it is considered sensitive or highly contentious.
• Effective, adaptable and influential and able to persuade others with personal conviction and facts
• Ability to lead, develop and motivate a diverse team whilst being assertive, persuasive and influential.
• Have highly developed negotiating and influencing skills.
• Able to make sense of complex and conflicting priorities.
• Have own transport and be able to travel to other sites as required., Educated to degree level or have equivalent experience in healthcare management.
• Coaching and mentoring qualification - CMI Level 5 (or working towards)
• Understanding of dispatch processes.
• Knowledge of NEPTS contracts and Ambulance Response Programme standards
• Commander and JESIP training attended
• NWAS managerial courses.
• Considerable experience in the application of HR processes
• In-depth knowledge across a number of disciplines including performance management, information and reporting systems, staff management and change management.

Experience Essential

• Previous management/supervisory experience within a contact centre environment.
• 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.
• Have business planning, objective setting and performance management experience. Able to implement medium/long term and tactical plans which contribute to strategic plans.

Values and Behaviours Essential

• Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.
• Being at our best - be professional and adaptable and take pride in work.
• Making a difference - act with compassion, kindness and integrity towards everyone.
• Maintain confidentiality.
• Be smart and presentable.

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.