Operational Delivery Manager

North East Ambulance Service NHS Foundation Trust; Newcastle upon Tyne; On-site; GBP 60,000 - 80,000; Full time

Job summary

North East Ambulance Service NHS Foundation Trust is seeking an Operations Delivery Manager to oversee performance coordination across Emergency Operations Centres and frontline services, including Patient Transport and Urgent Care, around the clock. The role requires decisive action to maintain service levels and involves liaison with external partners during incidents.

As a member of the Operations Leadership Team you will optimize resource deployment, monitor performance, and drive

Qualifications

• Essential

Responsibilities

• Lead and coordinate operational delivery across Emergency Operations Centres and frontline services.
• Monitor live performance metrics and implement timely corrective actions.
• Collaborate with Resource Scheduling, EOC teams and external partners to meet national and contractual targets.

Job description

Job summary

Working within the Operations Directorate, the Operational Delivery Manager(s) will be responsible for Operational performance coordination including the most efficient use of frontline and PTS resources alongside the Emergency Operation Centres (EOC), 24 hours a day, 7 days a week. The post holder(s) will provide out of hours senior management support to all services including Patient Transport Services, Urgent Care Services, Support Services, EOC and external contacts, and be the lead point of contact for on‑day service issues impacting on daily service delivery and escalations to health care and other emergency services partners whose activity is impacting on the Trust. In the event of a major incident the role has the responsibility of gathering and collating all available information and intelligence and sharing it internally and externally.

Main duties of the job

As a member of the Operations Leadership Team to be accountable for the optimum level of resources to be available for deployment by the Emergency Operations Control Centres (EOCs) by:

• Leading, in conjunction with the Resource Scheduling team and NEASUS the planning and scheduling of available resources;
• Monitoring a range of live performance metrics so targets remain within agreed operational thresholds;
• Taking tactical decisions to correct performance metrics that fall outside the agreed operational thresholds;
• Configuring resources in collaboration with the Resource Centre, Divisional Leadership Teams and EOC to deliver emergency, urgent and other care services achieving the required Nationally mandated and contractual targets;
• Communicating effectively with key external stakeholders when required in real time to identify and resolve dynamic issues in day‑to‑day operations;

About us

We employ 3,500 staff in 63 locations and serve a population of 2,600,000 in Northumberland, Tyne & Wear, County Durham, and Tees over 3,230 square miles.

Many people think the job of the ambulance service is to collect patients and take them to hospital, but we do much more!

Paramedic skills have developed hugely in recent years, meaning we carry out more treatment at the scene and en‑route to hospital.

We have a dedicated clinical assessment service that allows us to provide patients with the most appropriate care from the beginning of the patient journey.

We have a specialised branch of the Trust called HART which deal with explosions or terrorist attacks.

Ultimately patients are the heart of everything that we do to support our mission of "safe, effective and responsive care for all".

We value and respect the diversity employees bring to our workplace. We recruit a workforce that reflects the community we serve, and welcome applications from people from all backgrounds. To ensure we deliver on our aims in relation to diversity and inclusion we assess ourselves against a range of frameworks. We are ENEI Gold employer, Disability Confident Leader, Dementia Friendly, and part of Mind Blue Light programme and the Race at Work Charter from the Princes Responsible Business Network and are achieving across all objectives in NHS Equality Delivery System.

From 01/04/25 If your role needs a DBS you'll be subject to salary deduction totaling £49.50, spread over first and second pay.

Job description

Job responsibilities

1. Key Result Areas Meeting (and where possible improving) key performance, quality and personal targets contributing to the achievement of the Service Plan. Contributing to the delivery of a range of productivity measures (eg Hospital Turnaround Times, Job Cycle Times, Out of Service, Multiple Attendance Ratio etc). Improving employee satisfaction results as measured by the Staff Survey, notably engagement and communications. Meeting patient and internal complaints targets; focusing on continuous improvement by actively implementing those improvements learned from outcomes. Achieving budget and financial targets and making efficiencies where appropriate.

2. Functional Responsibilities

• Leadership and management Responsibilities:
  • Provide strong and visible leadership, acting as a positive role model, demonstrating high levels of integrity, transparency and personal effectiveness.
  • Promote a supportive, fair and open culture that encourages and enables all parts of the workforce to meet required performance standards.
  • Develop plans for the area of responsibility that are directly linked to the Trusts strategic objectives, commissioning intentions and reflect national workforce priorities.
  • Ensure that any service development initiatives take account of the views of relevant stakeholders.
  • Ensure that systems are in place within the remit to evaluate and review performance against agreed targets and performance indicators.
  • Report as required to the Trust Executive Group and other management groups and Committees on relevant performance indicators.
  • Embrace high standards of employment practice, act in accordance with the Managers Code of Conduct and promote the vision, values and goals of the organisation.
  • Participate in the Trusts performance appraisal system and undertake any identified training and development related to the post.
  • Anticipate and take early actions to mitigate any financial imbalance.
  • Ensure compliance with Standing Financial Instructions.
  • Promote and protect the equality diversity and rights of others and assist in the provision of a fair and just culture by being open, honest, supportive and respectful of others.
  • Assist other members of the Operations and EOC Management Team in the following key areas:
    • Achieving Performance Standards.
    • Service development.
    • Reducing the number of complaints.
    • Health & Safety including Accident & Incident Reporting.
    • Infection Prevention and Control.
    • Clinical Governance Strategy implementation.
    • Risk Management Practice within CBU.
    • Safety and Security Management.
    • Contribute to the continuous improvement and development of services.
  • Participate in the recruitment and selection process for staff within the department.
  • Engage with other service providers, including private sector, to ensure the Trust is a learning organisation in adopting best practice.
  • Promote the Trusts core vision and values by ensuring the organisation is clinically focused, works together as one team, is responsive and provides an exemplary service.
  • Be an ambassador for the Trust ensuring staff are engaged to deliver in high performing ways and innovation and delivery are core to the business.
• Performance Management Responsibilities
  • Embedding and continually improving the Planning Cycle across the whole operation driving maximum benefit from all of its components.
  • Assist in the development and maintenance of a comprehensive knowledge and understanding of the Trusts current and future operational and planning delivery models, ensuring this is always responsive to the changing healthcare environment.
  • Delivery of operational targets for the Service against set targets.
  • Engaging at senior levels and representing key departmental messages with all senior stakeholders and representative bodies.
  • Leading a real time planning function that is renowned for best practice, expertise and professionalism and is a trusted partner of the Local Leadership teams.
  • Authorisation of on the day changes to the plan in the context of overall Trust impact and real-time delivery framework.
  • Maximise on-the-day service performance across the Trust, taking account of agreed local variations and needs.
  • Tracking of performance against planning parameters & assumptions.
  • Identification of issues, anomalies, errors and new trends or influences.
  • Documentation / audit trails of issues and actions for use in operational analysis and learning.
  • Plan and priorities the management of real-time operational issues.
  • Hold managers accountable for any local decisions taken in regards to changes to plan.
• Financial Management
  • Ensure that the Trusts funds are properly used, represent value for money and can withstand public scrutiny.
  • Awareness of the operational budget and your contribution to achieving financial balance.
  • Monitoring short notice Third party provider requests and additional overtime against budget.
• Governance & Risk Management
  • To actively manage risk by maintaining and updating a risk log and a lessons learnt log.
  • To ensure that all incidents, accidents and serious untoward incidents are reported, investigated and managed in line with Trust Policies and Procedures.
  • To support the Trusts incidents handling procedures by investigating incidents fully and contributing to Clinical Incident Review and Serious Untoward Incident processes as required.
  • To foster a fair and just culture where staff learn from incidents and are willing to report both incidents and near misses.
  • To be responsible for ensuring that robust procedures are in place to address any complaints in line with the Trusts Complaints Policy, ensuring that any identified changes are implemented and feedback is given to staff concerned.
  • Support the organisation to act safely and responsibly in relation to staff, patients, and the communities in which they work.
  • Ensure that the law in key areas such as health and safety, employment, finance is complied with in area of responsibility.
  • To ensure a proactive and systematic approach to risk management in order that risks which have a potential adverse effect on the quality of care, safety and wellbeing of patients, service users and the public are identified and that appropriate actions and safe systems are implemented to eliminate or minimise the identified risks.
• General duties and Responsibilities

  This job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances, in discussion with the post-holder.

Key Working Relationships

Resource Scheduling Department, Locality Management teams, Heads of Operations, Executive and Deputy Directors / Operations, Senior Management Team, Senior staff side representatives, Human Resources department, Training department, Finance department, Overview and Scrutiny Committees / Trust Board members, NEASUS, Other Ambulance Service Providers, Other emergency services, NHSE/I, Other key provider organisations, Commissioners / Clinical Commissioning Groups, NACC, Relevant networks across the area and wider to represent the Trust where necessary, External Audit, Accountability, Directly accountable to the Strategic Head of EPRR.

Person Specification

Essential

• Educated to Masters level or equivalent operational experience
• Evidence of continuous professional development
• Significant Operational Experience in an Emergency Service
• Making and owning autonomous decisions in fast paced highly pressurized environments to exacting deadlines.
• Planning and prioritising conflicting demands and often unpredictable work patterns.
• Demonstrable recent or current management experience at the same or similar level.
• Establishing effective partnerships with key stakeholders and trade unions at a local level.
• Leading, inspiring, motivating, developing and managing teams of managers and staff in the day-to-day and situations of intense operational pressure.
• Effective persuading, influencing and negotiating skills to achieve beneficial outcomes.
• Full, driving licence, valid in the UK and with no more than 3 penalty points.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.

Employer details

Employer name

North East Ambulance Service NHS Foundation Trust

Address

Bernicia House

North East Ambulance Service, Bernicia House, Newburn Business Park

Newcastle upon Tyne

NE158NY

United Kingdom

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