Job Description. 3. Base: Coxheath, Lewes or Banstead Emergency Operation Centres

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Ronald May
6 years ago
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1 Job Description 1. Job Title: Emergency Medical Advisor Team Leader 2. Department: Emergency Operation Centres 3. Base: Coxheath, Lewes or Banstead Emergency Operation Centres 4. Grade Salary: Indicative Band 4 5. Working Relationships Head of Emergency Operations Centre Senior Operations Manager (SOM) Emergency Operations Centre Manager (EOCM) Emergency Medical Advisor Team Leader (EMATL) Emergency Medical Advisor (EMA) 6. Accountable to: 6.1. The post holder will report to Emergency Operations Centre Manager. 7. Responsible for: 7.1. The post holder will have supervisory accountability for Emergency Medical Advisors (EMA) during the course of their shift. 8. Liaises with: 8.1. Dispatcher Team Leader, Resource Dispatchers, and Senior Managers. 9. Job Summary 9.1. The post holder will provide supervision, leadership and mentorship for a team of Emergency Medical Advisor s. The post holder will support operational delivery of all aspects of call handling, including correct use of NHS Pathways (NHSP), call answer performance and customer service An element to the role is to undertake audit of calls and feedback to staff either as part of the quality assurance process or to support incident investigation.

2 9.3. As a key part of the team the post holder will provide an effective and timely communication link with the public and Health Care Professionals in receiving telephone calls for medical assistance Will deal with first line queries relating to call handling, with scope to escalate assistance with queries to the EOC Manager or Clinical Supervisor. 10. Principle Duties and Responsibilities To provide effective telephone answering to the general public, health care professionals, emergency services and other agencies To receive and record all aspects of patient related information on a computer system accurately To provide telephone advice to callers particularly in life threatening situations To provide instructions to callers in life threatening situations Participate in on-going quality reviews Work without direct supervision but seek guidance when appropriate Utilise, to maximum effect, telecommunications and IT equipment. And ensure all defects or malfunctions are reported immediately in line with Trust reporting procedures Create and maintain personal development file To ensure that confidentiality is maintained at all times, in line with all national and local policies/acts To maintain a tidy workplace, ensuring compliance with health and safety regulations To assist with special projects as and when required, promoting the image of the Trust by working in accordance with the Trust s vision and value s Be able to, (and be able to recognise the need to), modify and adapt methods of communication to account for the differing needs of patients and callers, especially in stressful and difficult situations Deal with highly emotional, verbally aggressive, abusive or threatening callers and defuse such situations when appropriate, often under difficult and hostile circumstances.

3 Attends training as deemed necessary to maintain qualification Responsibility for the receipt, processing and taking necessary action for misdirected calls from the operator, other emergency services and from third party callers who require assistance in another Trust area Specific Team Leader Duties Must work rotating shift to provide 24/7 coverage of EMATL role in line with NHSP implementation Support s all team members during period of duty as a coach in the effective and safe application of NHSP Provide audit of all NHSP users in line with audit training and agreed Trust audit procedures both live and as directed by senior management To produce reports as directed to monitor the safe and effective use of pathways Monitor agent status to maintain call answer time at 95% Mentor new EMA s and support their continued development within the role Mentor and support EMA s that have areas of deficiency following NHSP audit review or complaint action plan Uses NHSP audit data to implement an agreed action to provide continual improvement to teams overall audit results Having a detailed knowledge of call handling policies and procedures to enable first point of contact for call handling queries by EMA s for all types of call handling Able to take over or support EMA s dealing with difficult calls Supports Team in roll out of new or updated systems by ensuring staff are updated, either via PC, bulletins or 1:1 demonstration Help monitor and manage work related stress amongst team members associated with call handling duties Undertake a work station assessment on every member of team on an annual basis Facilitate EMA courses as required by senior management subject to suitable training and experience.

4 To facilitate a daily meal break rota for the EMA s Undertake any administrative functions or tasks as required to ensure the smooth running of the department The post holder will ensure EMA s follow the organisation's policies and procedures with particular emphasis on, call handling, sickness management, capability, information governance and EDC Code of Conduct The post holder will ensure new employees are oriented to the organisation, its policies, facilities, etc. They develop training plans with employees to ensure they have the necessary expertise to carry out their jobs. They provide ongoing guidance to employees, often in the forms of ongoing coaching and counseling The post holder will set performance standards for tasks, jobs and roles of their employees. They ensure employees have appropriate and realistic job goals. They provide ongoing feedback about the employee's performance. They conduct performance appraisals on a regular basis, including assessing how the employee has performed and what they can do to improve in their jobs. They develop performance improvement plans if an employee's performance is not adequate. In addition, supervisors provide rewards for employee accomplishments The post holder will deal with all first line queries relating to call handling however is able to escalate any query to the EOC Manager or Clinical Supervisor where appropriate. 11. GENERAL Ensure the working conditions are maintained at agreed levels in relation to staff conduct, noise, environment, and health and safety. 12. Supervision Received The post holder will report to the EOCM and will work to agreed objectives for the Trust, but direction and support can also be provided by the Clinical Supervisor for clinical matters affecting call handling. In addition, there will be regular review and monitoring meetings. Work will be managed rather than supervised. 13. Special Conditions The post holder must be prepared to travel to other Trust sites, to meet the requirements for training and business continuity purposes.

5 14. Work Complexity The post holder will be expected to analyse, compare and contrast information, where there are a range of options, to draw out that which is most relevant in order to form an overall view of a situation or event. The options open will usually be clear, once the full information is presented for evaluation The job consists of varied tasks requiring some flexibility of mind and personal organisation to determine priorities and handle more than one issue at a time. 15. Contacts The post holder will liaise with staff and managers at all levels of the organisation, and with members of the public. Contact may be face-to-face, but is more likely to be over the telephone for members of the public. 16. Creative Work The post holder will be expected to take part in Team Leader meeting to ensure that team meets it key performance indicators. 17. Confidentiality The post holder will regularly come into contact with confidential information about patients, staff and other Trust business, in order to carry out the duties of the post. Confidentiality must be maintained at all times and any breach of this will be considered a dismissible offence. 18. Policies and Procedures Ensure that at all times activities are conducted in accordance with the Trust s Personnel Policies, Standing Orders and Financial Instructions. 19. Patient and Public Involvement The Trust has a statutory duty to ensure that patients and the public are consulted and involved in the development of its services. As a Trust employee you should be mindful of this and do what you can, as appropriate to your role and level of responsibility, to meet this duty. 20. Health and Safety at Work 20.1 The post holder will take due care at work and report any accidents or untoward occurrences and co-operate with the Trust in relation to Health and Safety issues.

6 21. No Smoking 21.1 The Trust operates a No Smoking Policy. Smoking is not permitted on SECAmb Trust premises. 22. Equal Opportunities 22.1 The Trust s Equal Opportunities policy affirms our commitment to ensure that no patient, employee or prospective employee is discriminated against, whether directly or indirectly on the grounds of gender, sexual orientation, age, marital status, responsibility for dependants, disability, religion, creed, colour, race, nationality, ethnic or national origin, trade union activity, social background, health status, or is disadvantaged by conditions or requirements which cannot be shown as justifiable. 23. Review 23.1 This job description reflects the principal duties of the post as identified at date of issue. It may be subject to amendment in the light of the changing needs of the Service, and will be reviewed periodically in discussion with the post holder. 24. Principal Terms and Conditions of Service Band 4 Salary.per annum (*Salary and band are indicative only and are subject to Agenda for Change job evaluation) 24.2 Hours of duty are 37.5 per week, though the post holder is expected to work additional hours as required to fulfil the duties of the post. Annual leave allowance is between days, subject to service Pensions: Membership of the NHS Pension Scheme is optional. Employee contributions at the rate of 6% are deducted from salary at source.

Qualifications: Degree or equivalent experience in relevant subject

Qualifications: Degree or equivalent experience in relevant subject Job Description Job Title: Quality and Audit Lead Location: Responsible to: Director of Hours: Organisational Development Accountable to: Chief Executive Responsible for: St Clare Hospice Full time Qualifications: