About this role
Job summary
We are looking for a highly motivated individual with an evidenced knowledge base of ICC which should include managing and coaching a team. Effective utilisation of resources to meet the changing demands of the service and the ability to meet national targets. Leadership, planning, effective communication and attention to detail will be just some of the essential criteria for the successful candidate.
Are you a highly organised and effective communicator with the ability to lead and deliver change?
Do you want to help contribute to the current and future strategic direction of ICC and the wider organisation?
Main duties of the job
- Supervise, support & coach the dispatch team
- Manage the efficient utilisation of staff & resources to meet demand
- Meet internal, national & contractual performance targets
- Provide a managerial presence across the dispatch site
- Ensure the smooth running, day-day deployment of emergency & non-emergency resources, ensuring they are clinically appropriate for the patients needs
- Have oversight of planned & spontaneous events, managing the impact on resources & the continuity of business as usual
- Act as a point of contact for operational managers during the shift
- Take the lead during large/complex or major incidents, allocating roles to the dispatch team as appropriate
- Carry out any other duties as directed by the Duty Dispatch Lead, Service Delivery Manager or Head of Service
Oversee & contribute to:
- The planning & delivery of all dispatch training requirements
- Scope potential workforce related risks, feeding new risks into ICC management team
- Complete regular supervisory shifts of staff within own line management
- Escalate any clinical concerns to the Clinical Delivery Team via appropriate mechanisms
- Minimise operational downtime & provide detailed reports to relevant managers as & when required
- Meet with individuals to deliver KPIs. Agree objectives & development activities with support from Managers to those working below standard
- Liaise with other departmental managers around operational coordination of resources in the event of any large scale, complex or major incidents
About us
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.
Job description
Job responsibilities
Please ensure that you have read and understood the jobdescription and person specification before applying.
The Assessment Centre will take place on Wednesday 25 November at Estuary Point.
1 x Full Time Permanent position at Broughton
1 x Part Time Permanent position at Parkway (20.15 hours)
1 x Full Time Secondment at Parkway
1 x Full Time Secondment at Estuary Point
Person Specification
Skills and Competencies
Essential
- Comprehensive knowledge of Microsoft packages including Outlook, Word, Excel and Power Point.
- Professional attitude to work and the need for change to improve service delivery.
- Excellent listening skills.
- Be able to communicate effectively, both verbally and in writing, with all levels internally and externally to the service.
- Counselling skills.
- Demonstrable compassionate and inclusive leadership.
- 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.
- Demonstrable compassionate and inclusive leadership.
- Strong analytic, and critical reasoning skills involving 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 complex information where there are significant barriers to acceptance.
- Ability to demonstrate the ability to communicate in situations where it is considered sensitive or contentious.
- Effective and adaptable interpersonal and influencing ability including the ability to persuade others with personal conviction and facts.
- Able to lead, develop and motivate a diverse team working across all levels whilst being assertive, persuasive and influential.
- Have highly developed negotiating and influencing skills.
- Demonstrate ability to use MIS Computer Aided Dispatch system (C3)
- Able to make sense of complex and conflicting priorities.
Qualifications and Knowledge
Essential
- Foundation degree qualification in healthcare management or equivalent evidence of continuing professional development (CPD) or willing to work towards CMI level 3 qualification.
- Knowledge of dispatch processes (same as prev)
- Knowledge of NEPTS contracts 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.
- Demonstrate current knowledge of dispatching emergency resources within an emergency control environment
Experience
Essential
- Previous management/supervisory experience within a contact centre environment.
- 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.
- Experience in Dispatching of Emergency Resources within an Emergency control room environment
Values and Behaviours
Essential
- 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.
- Have own transport and be able to travel to other sites as required.
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 UK Visas and Immigration website (Opens in a new tab).
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. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
North West Ambulance Service NHS Trust
Address
ICC Dispatch Management S2
Liverpool, Broughton & Parkway
L24 8RL
United Kingdom
Employer's website
https://www.nwas.nhs.uk/ (Opens in a new tab)