Response Coordinator - Internal

Welsh Ambulance Services; St Asaph; On-site; GBP 22,000 - 32,000; Full time

Job summary

The Welsh Ambulance Services NHS Trust is inviting applications for a Response Coordinator in the EMS Coordination Centre at St Asaph, Denbighshire. The role involves allocating resources to emergency calls, coordinating out-of-hours coverage and liaising with hospitals and blue light partners.

Alternating shift patterns will apply, including weekends and bank holidays, averaging 37.5 hours per week. Welsh language skills are desirable, and staff must meet NHS Trust policies and emergency

Qualifications

• NVQ Level 3 in Relevant subject or equivalent relevant experience.
• Experience of supervising people within a contact centre environment.
• Awareness of EMSC SOPs and Trust Policies.
• Certified MPDS EMD.
• Commitment to continuous professional development.
• NVQ Level 4 in Call Centre.
• JESIP Trained.
• Understanding of change management and the impact that can have on individuals, the team, and an organisation.
• Willingness to work towards Grade 5 Root Cause Analysis training.

Responsibilities

• Supervising a Divisional desk ensuring compliance with relevant systems and procedures.
• Deploying and allocating appropriate resources to meet the demands on the Service.
• Ensuring so far as practicable that the road staff working under their direction are enabled to take meal breaks and finish their shift on time.
• Liaising with hospitals, other NHS organisations and blue light partners.

Skills

Communication skills

Leadership

Teamwork

Problem solving

IT literacy

Education

NVQ Level 3 in Relevant subject

NVQ Level 4 in Call Centre

Certified MPDS EMD

JESIP Trained

Tools

IT literacy

Job description

Response Coordinator - INTERNAL Welsh Ambulance Services St Asaph, Denbighshire, Wales

Job overview

PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY WELSH AMBULANCE SERVICE NHS TRUST

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply. Welsh Language level 1 skills are desirable for this role.

Be responsible to the EMS Coordination Centre Shift Manager, for the efficient and effective allocation of resources to Emergency calls and Health Care Professional Calls during his/her period of duty.

Assist in the translation of strategic objectives and policy decisions into operational activity and provide feedback to ensure continuous quality improvement.

Ensure Trust performance meets the National Key Performance Indicators and identify losses in performance providing the reasons.

Manage issues and incidents out of hours and seek advice/guidance from the Operational on call managers as required.

Main duties of the job

The Welsh Ambulance Services NHS Trust is offering an exciting opportunity for you to join the EMS Coordination Centre Team as an Response Coordinator EMSC.

An alternating shift pattern will be worked which will include out of hours, bank holidays and weekend duties and averaging 37.5 hours per week.

Duties include:

• Supervising a Divisional desk ensuring compliance with relevant systems and procedures.
• Deploying and allocating appropriate resources to meet the demands on the Service.
• Ensuring so far as practicable that the road staff working under their direction are enabled to take meal breaks and finish their shift on time.
• Liaising with hospitals, other NHS organisations and blue light partners.

Applicants for the post must:

• Be a certified EMD - or if successful be willing to obtain this qualification within 6 months of appointment.

Working for our organisation

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents.

Person specification

Qualifications and Knowledge

• NVQ Level 3 in Relevant subject or equivalent relevant experience
• Experience of supervising people within a contact centre environment
• Awareness of EMSC SOPs and Trust Policies
• Certified MPDS EMD
• Commitment to continuous professional development
• NVQ Level 4 in Call Centre
• JESIP Trained
• Understanding of change management and the impact that can have on individuals, the team, and an organisation.
• Willingness to work towards Grade 5 Root Cause Analysis training.

Experience

• Experience of supervising staff.
• Experience in Supporting Ambulance Emergency Contact Centre colleagues
• Ability to demonstrate a good working knowledge of response systems, staff management including rostering.
• Experience in Mentoring
• Experience monitoring service effectiveness
• Experienced in performance management, developing, and supporting staff.
• IT literacy
• Acting to Shift Manager and or Response Coordinator.
• Experience working in a call centre environment
• Delivering organisational outcomes through internal and external engagement and participation
• Optimising performance of direct reports and others
• Delivering outcomes in line with the values and required behaviors of the organization.
• Analytical ability and problem solving
• Implementation of equal opportunities

Skills and Attributes

• High standards of personal professionalism
• Responsive professional and positive attitude and approach
• Standard Keyboard Skills
• Able to work independently and as part of a team.
• Ability to work in a pressured environment, work under pressure and meet deadlines.
• Excellent communication, listening and interpersonal skills.
• Excellent written and verbal communication skills.
• Ability to work autonomously.
• Good leadership, coaching and motivational skills.
• Knowledge of management, quality systems and business continuity.
• Planning and organisational skills
• Ability to manage change
• Ability to manage and support others during times of crisis.
• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh.
• Proven track record in achieving objectives.
• Ability to interpret statistical information.
• Research, evaluation and audit skills.
• Knowledge of analysing information in a meaningful manner in order to inform service provisions.
• Experience in report writing/presentations.
• Ability to speak Welsh.
• An understanding of how bereavement and stress affects individuals’ behaviour.