ICC Dispatch Duty Lead

North West Ambulance Service NHS Trust; Preston; On-site; GBP 60,000 - 75,000; Full time

Benefits offered by this job

Pension scheme

33 days Annual leave

Training and development opportunities

NHS discounts

Car Lease Scheme

Cycle to Work Scheme

NHS Mortgages

Childcare Vouchers

Job summary

North West Ambulance Service NHS Trust is seeking a highly capable Duty Dispatch Lead to supervise and coach the regional dispatch team. You will oversee staffing and resources to meet demand, plan to exceed performance standards, and provide virtual leadership across dispatch sites.

You will own performance areas, analyse activity and drive improvements, making autonomous decisions as needed. The role requires a degree in healthcare management or equivalent experience, plus a coaching

Qualifications

• Degree in healthcare management or equivalent experience.
• Coaching/mentoring qualification – CMI Level 5 (or working towards).
• Understanding of dispatch processes and NEPTS contracts.

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, national and contractual performance standards.
• Provide a virtual managerial presence across regional dispatch sites.
• Responsible for performance areas, analysing activity and implementing improvements.

Skills

Leadership

Coaching

HR processes

Performance management

Effective communication

Education

Healthcare management degree

CMI Level 5 coaching & mentoring

Tools

Microsoft Office

Job description

North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds.

At NWAS, we are committed to creating a diverse, inclusive and anti-racist workplace where everyone feels valued and has the opportunity to thrive. Our Anti-racist Statement sets out our commitment to becoming an anti-racist organisation and ensures these principles are embedded throughout our recruitment practices.

Our workforce is currently under-represented by people from black and minority ethnic backgrounds, and we encourage applications from people of all backgrounds. By building a workforce that better reflects the diverse communities we serve, we can provide the right care, at the right time, in the right place, every time.

The Trust reserves the right to close this vacancy early if a large number of applications are received.

Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisting on this occasion. When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.

• pension scheme
• up to 33 days Annual leave (exclusive of bank holidays)
• training and development opportunities
• access to NHS discounts
• Car Lease Scheme
• Cycle to Work Scheme
• NHS Mortgages
• Childcare Vouchers

Job overview

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?

Main duties of the job

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

Working for our organisation

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.

Detailed job description and main responsibilities

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.

Person specification

Skills and Competencies

• 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.

Qualifications and Knowledge

• 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

• 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

• 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.

Any offer of employment may be withdrawn if you knowingly withhold information, provide false or misleading information.

Should you be successful at interview stage successful candidates will receive a conditional offer of employment, this will be subject to the NHS Employment Checks Standards.

A valid right to work and identity check

Reference checks -Thiswill cover a minimum of a three year period and will include a request for the number of days and occasions of sickness absence covering a minimum two year period. In line with equality legislation, the earliest point at which we will ask health related questions is when an offer of employment has been made. Absences related to disability may be excluded from these considerations; consideration would be given as to what would be a reasonable attendance level, based on the information available. Absences related to pregnancy, maternity and/or gender reassignment will be excluded from these considerations. Detailed information on the NHS Employment Checks Standards is available on the NHS Employers website; search ‘employment checks’.

DBS Checks - If the post is subject to DBS disclosure, a charge will be made for this disclosure.

Occupational Health - You will require satisfactory medical clearance.

Whilst not a condition of employment, all staff are encouraged to be vaccinated against COVID-19 as this remains the best lined of defence against COVID-19.

From 1 st September 2018, Section 2 of the Agenda for Change Terms and Conditions will automatically apply to the calculation of unsocial hours for all appointments that commence in post from this date (except secondments).

If you do not have regular access to your email please contact a member of the HR Hub Team on 03451122018.