Incident Response Desk Dispatch Lead

North West Ambulance Service NHS Trust; Preston; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Pension scheme

Up to 33 days Annual leave

Training and development opportunities

Access to NHS discounts

Car Lease Scheme

Cycle to Work Scheme

NHS Mortgages

Childcare Vouchers

Job summary

North West Ambulance Service NHS Trust is seeking six Band 6 Incident Response Desk Dispatch Leads based at Broughton. The roles involve deploying clinical and operational assets and coordinating with multiple resources to respond to incidents up to Major Incidents.

You will work with Advanced Practitioners, HEMS clinicians, and dispatchers. Successful candidates will receive bespoke training before their first shift and participate in command training.

Qualifications

• 5 GCSEs grade 4-9 in English Literature or Language and in Mathematics or equivalent qualifications and educated to A Level.
• Knowledge of dispatch processes.
• Knowledge of performance management, information and reporting systems, staff management and change management.
• Commander and JESIP training attended.

Responsibilities

• Liaise with external emergency and NHS partners using JESIP principles and relay information to ROCC and duty leads.
• Manage dispatchers on a day-to-day basis and oversee rotas and shift coverage.
• Coordinate deployment of clinical and operational assets and commanders up to major incidents.
• Attend command training and participate in the assessment day during recruitment.

Skills

Microsoft Office

Team leadership

Negotiation skills

Effective communication

Line management

Governance knowledge

Planning & organisation

Decision making under pressure

Education

5 GCSEs grade 4-9 in English and Maths

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.

We also offers a range of excellent benefits including

• 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

An exciting opportunity has arisen to apply for six new positions as a Band 6 Incident Response Desk Dispatch Lead operating out of Broughton.

The successful candidates will be responsible for the deployment of clinical, specialist operational assets and commanders to respond to incidents that require multiple resources to be deployed right up to critical and Major Incidents. You will be working as part of a team that includes Advanced Practitioners, HEMS trained clinicians as well as dispatchers.

Main duties of the job

Using the JESIP principles you will liaise with external emergency and NHS partners, maintaining up to date communications with operational and on scene commanders and clinicians, before cascading that information internally to the ROCC and the Duty Dispatch Leads. This will be a critical task so having dispatch experience and disciplined voice communications is essential.

You will be managed by the ROCC Tactical Commanders and will be required to manage dispatchers on a day to day basis and oversee breaks and the management of rotas, ensuring shifts are covered by trained personnel.

The successful applicants will receive a bespoke training package prior to starting their first shift and will be required to attend command training. An assessment day will be conducted as part of the recruitment process with individuals informed of dates and location post the shortlisting process.

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

Please ensure that you have read and understood the job description and person specification before applying.

Assessment Centre and Professional Discussion - 7th October 2026 (Date subject to change)

Person specification

Skills and competencies

• Comprehensive knowledge of Microsoft packages including Outlook, Word, Excel and Power Point.
• Able to lead, develop and motivate a diverse team working across all levels whilst being assertive, persuasive, and influential.
• Have advanced negotiating and influencing skills.
• Able to make sense of complex and conflicting priorities.
• Professional attitude to work and the need for change to improve service delivery.
• Be able to communicate effectively, both verbally and in writing, with all levels internally and externally to the service.
• Counselling skills.
• Demonstrable experience of line management responsibilities.
• Be able to work on own initiative for protracted periods and manage own time.
• Ability to understand people and make appropriate judgements with regard to people issues.
• Experience and understanding of investigations and the understanding of governance process.
• Planning and organisation skills
• Ability to multi-task and prioritise effectively
• Ability to make dynamic decisions under pressure.
• Strong work ethic.
• Self-disciplined and motivated to improve patient care.
• Able to demonstrate the ability to provide and receive complex information.

Qualifications and Knowledge

• 5 X GCSE grade 4-9 in English Literature or Language and in Mathematics or equivalent qualifications and educated to A Level.
• Knowledge of dispatch processes.
• Knowledge of wider Health Economy and Ambulance Response Programme standards.
• Commander and JESIP training attended.
• NWAS managerial courses.
• Experience in the application of HR processes.
• Knowledge of performance management, information and reporting systems, staff management and change management.

Experience

• Previous experience within a contact centre environment.
• Experience of undertaking the 999 Dispatch ADL role
• A working knowledge of ICC operational procedures.
• 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.

Values and Behaviour

• Working together – demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
• Being at our best – professional and adaptable and takes pride in work
• Making a difference – act with compassion, kindness and integrity towards everyone
• Maintain confidentiality
• Have own transport and be able to travel to other sites as required

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.

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.