NEPTS Controller & Planner

East Midlands Ambulance Service NHS Trust; Bulwell; On-site; GBP 21,000 - 29,000; Full time

Job summary

East Midlands Ambulance Service NHS Trust in Nottingham is recruiting three Controller planners for a full-time, 37.5-hour week on a 24/7 rotating shift. The role centers on coordinating NEPTS ambulance and car resources and providing a centralised control service.

You will work with Derbyshire, Northamptonshire and Lincolnshire teams, use Cleric CAD for bookings, and decide in a high-pressure environment, maintaining patient transport KPIs and delivering high levels of customer service.

Qualifications

• Two GCSEs to include English and one other subject (grade D/3 or above) or a literacy qualification or equivalent
• Proven track record of dealing with the public/customers
• Call centre experience
• Experience of working with Cleric CAD system

Responsibilities

• Control and plan required journeys to match available resources so KPI targets are met
• Receive calls from NEPTS drivers and health care professionals
• Answer calls professionally and promptly
• Out of hours transport booking service and eligibility assessment where applicable
• Input bookings onto the Cleric CAD system and keep data up to date

Skills

Call centre experience

Good literacy and numeracy

Education

Two GCSEs incl English

Tools

Cleric CAD system

Job description

Main area NEPTS Grade NHS AfC: Band 2 Contract Permanent Hours Full time - 37.5 hours per week (24/7 rota) Job ref 335-A-2017-A

Site EMAS Nottinghamshire HQ Town Nottingham Salary £25,272 Per annum plus shift allowances Salary period Yearly Closing 30/08/2026 23:59

We are East Midlands Ambulance Service (EMAS), an organisation focused on delivering a high standard of emergency and urgent care to our patients across the region.

The East Midlands Ambulance Service NHS Trust (EMAS) provides Emergency, Urgent and Non-Emergency pre-hospital care and transport across six counties (Derbyshire, Nottinghamshire, Lincolnshire, Leicestershire & Rutland and Northamptonshire).

Job overview

We are currently recruiting for the following role:

Three Controller planners working full time (37.5 hours per week) on a rotating shift pattern over 24 hours a day / 7 days a week.

The role will provide the health community and general public with a centralised non-emergency patient transport service control operation.

The role involves the coordination of NEPTS ambulance and car resources across the East Midlands.

Main duties of the job

This role will include direct contact with staff and Operations Managers for Derbyshire, Northamptonshire and Lincolnshire.

Applicants will be required to use the Cleric Control and dispatch system and demonstrate an ability to dynamically make decisions in a high pressured environment. The ability to work on their own initiative within a close knit team and effective verbal communication skills are vital attributes in the successful candidates.

Accountable to the Control Operations Manager you will be responsible for the delivery of the control service, Specifically the core responsibilities are to:

• Ensure that patients journey's are planned to attend their appointments and are taken home within the required operational key performance indicators.
• Use of Cleric control and dispatch system to manage NEPTS vehicles and Third Party resources.
• Plan the day-to-day organisation of resources.
• Ensure the effective utilisation of resources throughout the region.
• Support the NEPTS management team in achieving and excelling in the provision of patient care and ensuring patients receive a high level customer service.
• Understand patient transport and the impact it has on our patients’ well being.

Working for our organisation

The NEPTS control room is a fast paced and exciting place to work. We are a small team who look after the provision of NEPTS service across Derbyshire, Northamptonshire and Lincolnshire.

Due to the team being small the atmosphere within the control room is very "can do" with hands on solutions to problems and challenges.

The team and room is always evolving to embrace new technology and systems and process.

Successful candidates can chose to work from the Lincolnshire or Nottingham control room.

Detailed job description and main responsibilities

Main responsibilities:

1. Control and plan required journey to available resources in a timely fashion ensuring wherever possible patient journey achieve KPI
2. To receive telephone calls from NEPTS drivers and Health Care Professionals (HCPs)
3. Answering calls professionally and politely and in a timely manner.
4. Out of hours provide a transport booking service. Completing the patient eligibility criteria assessment as applicable and advise if they meet the criteria. If a patient is not eligible, sign post the caller to alternative modes of transport or Hospital Travel Cost Schemes (HTCS). If ineligible escalate as per policy
5. Inputting/Registration of eligible transport bookings onto the Cleric CAD computer system.
6. Calling patients and departments ahead of appointments to check and confirm travel arrangements.
7. Liaise with Operational Crews regarding patient journeys and any required updates and input all data into Cleric.
8. Liaise with Health Care Professionals as and when required regarding patient journeys.
9. Record all additional information received regarding patients/patient journeys into Cleric for reporting and auditing purposes.
10. Provide a high level of customer service at all times to all internal and external customers.
11. Maintain patient confidentiality at all times
12. Provide advice and assistance to patients and the public via the Advice and Liaison Service (PALS).
13. Report near miss/incidents immediately via the Trust Incident Reporting Procedure.
14. Escalate any safeguarding concerns to the relevant Health Care Professionals and Safeguarding Referral Team.
15. 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.
16. 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.
17. 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.

Person specification

Qualifications

• 2 GCSEs to include English and one other subject (grade D/3 or above) or a literacy qualification or equivalent

Experience

• Proven track record of dealing with the public/customers
• Call centre experience
• Experience of working with Cleric CAD system

Skills

• Good literacy and numeracy skills

The East Midlands has a lot to offer:

Making a Difference

Action Packed Roles

Support and Belonging

Accessibility

If you have any accessibility requirements at any point during the recruitment process, then please contact the recruiting manager.

If you haven’t heard back from us within eight weeks of the closing date please consider your application unsuccessful.

Due to the high volume of applications received we are unable to provide updates on the progress of applications and only successful candidates at shortlisting stage will be contacted, regrettably feedback will not be provided. If you are unsuccessful at this stage please refer back to the job description, person specification and advertised requirements for ways to improve your future applications.

Internal candidates applying for vacancies must have completed their probationary period (stated within your contract) at point of application.

East Midlands Ambulance Service NHS Trust is an equal opportunities and Disability Confident employer,committed to ensuring equality of opportunity. We actively encourage interest from across our diverse communities. Black and Minority Ethnic staff are currently under-represented within our workforce, and we welcome applications from within these communities.

We are keen to promote a positive work-life balance. We recognise the importance of being able to spend quality time with family and friends and to engage in your own personal interests outside of work, which alongside work helps us to lead healthy and fulfilling lives. We are committed to embedding the NHS People Promise to support colleagues to work flexibly in a way that works for our patients, for us and for you. Many of our staff already work flexibly in many different ways, including job share, part-time or other flexible working patterns. Please talk openly to us at interview about flexible working opportunities. In addition, if a role is advertised as home based, we remain committed to supporting flexibility around workplace locations, so please talk to us about the options available to you. If it works for our service, we will do our best to make it work for you.

At EMAS we believe that our culture should be built upon our core values and that our behaviour should reflect these. Our values – respect, integrity, contribution, teamwork and compassion - underpin everything we do – how we deliver our services and how we work with each other. We believe that it’s our people who make EMAS what it is.

Our Vision -Respondingto patient needs in the right way,developingour organisation to become outstanding for patients and staff, andcollaboratingto improve wider healthcare.

Please note we reserve the right to withdraw this vacancy if an internal member of staff on our redeployment register expresses an interest and is successful for this vacancy, or if a sufficient number of applications is received.

Please be aware if you are applying for a Frontline role, an Enhanced DBS clearance check will be required, and depending on the nature of other non-patient facing roles this check may also be required if offered a position with EMAS (All spent and unspent convictions must declared).

If you are not part of the update service, you will be liable for the payment and this will be deducted from your first months’ salary. The current cost of an enhanced DBS check is £55.38.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

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