Scottish Ambulance Service. Job Description

Transcription

1 Scottish Ambulance Service Job Description 1. JOB IDENTIFICATION Job Title: Senior Duty Manager National Overview Department(s): Ambulance Control Centres Reports to: Deputy National Head of Ambulance Control Centres Job Holder Reference: MLPR No of Job Holders: 6 Senior Duty Manager National Overview V June 2012

2 2. JOB PURPOSE To provide an effective national tactical and operational management overview of the 3 Scottish Ambulance Service, Ambulance Control Centres, and business continuity fallback site if in operation. The Senior Duty Manager National Overview will invariably be the senior ambulance manager on duty for the entire Service outside regular working hours. The post holder will take an analytical overview of the utilisation of all physical assets, human resources, processes and systems to ensure that these are being managed efficiently, effectively and consistently to meet prevailing and anticipated national demand. The post holder is directly accountable for the quality of clinical advice and support, clinical, operational and technical decision making and decision support and will intervene, direct, motivate, encourage, coach and advise as necessary to ensure that performance standards are being achieved and that the Service remains patient and people focussed. In undertaking these tasks, the post holder will ensure that Service policy and procedure is applied appropriately and that due regard is given to the safety and welfare of patients and staff. The post holder will be responsible for chairing the regular national operations conference calls and for reporting and providing an overview of priorities, performance, trends, areas of risk, challenge and non-compliance and for reporting solutions and actions being taken to address areas of challenge. Opportunities to promote the values of the Service and foster a greater understanding of work undertaken will arise the though dialogue with staff, stakeholders and the media. The post holder will utilise communication and negotiating skills to promote a positive and cohesive message about the Service and its contribution to patient care. 3. DIMENSIONS The Three Scottish Ambulance Service Control Centres (and Fall-Back Centre) are a critical national infrastructure resource that provides the hub of clinical and operational decision making to ensure that patients receive the most appropriate response from the Service, including advice, mode of response and referral to other agencies. The post holder is accountable for the organisation and consistent deployment of resources to ensure the provision of clinically appropriate and legally compliant functions across the Service and will ensure that this is delivered within the Service s quality, performance and governance frameworks. The post holder will be responsible for chairing the regular national operations conference calls and for reporting and providing an overview of activity. Senior Duty Manager National Overview V June 2012

3 The post holder will be expected to become fully conversant, in liaison with communications and IT staff, with the technical systems underpinning the Control Centres, including their business continuity and disaster recovery arrangements. The post holder will also influence and monitor the application of the Resource Escalatory Action Plan (REAP) and will be conversant with actions required within the capacity management planning arrangements. The post holder is responsible for the effective management of the following groups of staff based within the Control Centres: Duty Managers Supervisors Emergency and Non-Emergency Operations Clinical Supervisors and Clinical Advisors Dispatch Staff, including Specialists Call Handlers Logistics, Data, Audit and Training Staff Administrative and Clerical Staff Volunteers Visitors 4. ORGANISATIONAL POSITION This Post Senior Duty Manager National Overview V June 2012

4 5. MAIN TASKS, DUTIES AND RESPONSIBILITIES To provide an effective national tactical and operational management overview of the 3 Scottish Ambulance Service, Ambulance Control Centres (former EMDCs), and fall-back site if in operation. The Senior Duty Manager National Overview will invariably be the senior ambulance manager on duty outside regular working hours. To lead the command, control and co-ordination of the operational Service during the period of duty real time management of national resources. To take an analytical overview of the utilisation of all physical assets, human resources, processes and systems to ensure that these are being managed efficiently and effectively to meet both prevailing and anticipated national demand. To be directly accountable for the quality of clinical advice and support, clinical, operational and technical decision making and support and intervene, direct, motivate, encourage, coach and advise as necessary to ensure that performance standards are being achieved and that the Service remains patient and people focussed. To ensure that Service policy and procedure is applied appropriately and that due regard is to the safety and welfare of patients and staff. To chair the regular national operations conference calls and for reporting and providing an overview of priorities, performance, trends, areas of challenge and noncompliance and for reporting solutions and actions being taken to address areas of challenge. This will include briefing strategic managers and Executives. To utilise communications and negotiating skills to promote the values of the Service and foster a greater understanding of work undertaken through dialogue with staff, stakeholders and the media. To liaise closely with operational senior managers to ensure a seamless service is delivered, which optimises resource utilisation and maximises performance and overcomes any local difficulties. To ensure all technology available to the Service is utilised effectively to enhance service delivery and ensure emergency, contingency and business continuity plans are brought immediately and effectively into action as required. To ensure that complaints are dealt with appropriately and in accordance with the Service s Complaints Procedure. To recommend developments, improvements and innovations which contribute to the continuous improvement of command, control, communications and coordination across the Service. Senior Duty Manager National Overview V June 2012

5 To create and present high quality reports for senior managers and stakeholders based on research and data generated by the Service. To monitor compliance with Health and Safety, Risk Management and Infection Control policies. Ensure compliance with incident reporting and investigation policies, including use of DATIX. Work within a defined or delegated budget with authorised spending limits. Ensure compliance with Control processes including: All calls and enquires, incoming and out-going information flows. Receiving and prioritising all calls in accordance with Service protocols and key performance indicators (KPI s). Providing clinically approved and appropriate pre-arrival advice to callers. Dispatching the most appropriate response from all those available. Triaging calls and transferring calls to other agencies such as NHS 24, other emergency services or other appropriate agencies to benefit the care of the patient. Recording comprehensive information on occurrences, incidents, events and clinical decision making. Providing communications for the NHS at Major Incidents or large crowd events. Ensuring and enabling effective professional to professional communications. Liaison with other emergency services including Police, Fire, Mountain Rescue, Coastguard, Mines Rescue, Voluntary Aid Societies and Local Authorities, NHS including Public Health and Health Protection and others to ensure the appropriate notifications are made and resources are provided to meet the demands created by any category of incident. Air Ambulance and Specialised Retrieval Services. Special Operations including water rescue, difficult access and clinical decontamination. Specialised Mutual Aid, including HART. Support for Protected Persons, Serious Crime Operations and Firearms. Preparation to meet anticipated clinical and operational needs arising from publichealth, severe weather, toxic releases and incidents likely to require forward planning or implementation of civil contingencies arrangements by Category 1responders. Business continuity, including loss of utilities, evacuation or physical threat toservice premises. Reporting arrangements to the National Command and Co-ordination Centre (NCCC) or direct to Scottish Government. Data protection. Senior Duty Manager National Overview V June 2012

6 6 EQUIPMENT AND MACHINERY Laptop / desktop computer, projector, printers, photocopiers, fax, scanner, telephone system, display screens, video and telephone conferencing. Microsoft Office Professional Suite, internet, intranet. PECOS, MPDS, C3, Optima, Symposium, similar systems or replacements.. Communications equipment including mobile telephone, Airwave radio and satellite. Specialised IT and Information systems within the Control Centre and National Command and Co-ordination Centre the post holder will be expected to develop a good understanding of the technical systems on which the Control Centres are dependent.. Ambulance Service vehicles, including cars with audible and visible warnings. Technology and specialised equipment carried on the Mobile Ambulance Control Units (MACU), Forward Command Vehicles (FCV) and SORT vehicles. 7. SYSTEMS Data Warehouse, including report generation o Dash Board o Reports C3 Command and Control o Executive Information Summary (EIS) o Status Plan o MPDS (Medical Priority Dispatch System) o AQUA Compliance o Data Protection Act o Caldicott Guidelines. o Manual of Protective Security o Complaints o Major Incident Protocols o Pre-Determined Attendance (PDA) o Business Continuity action cards o Risk Management - DATIX o Monitoring of Voice Recording Systems o Call Answering Standards o RIDDOR o HAI Senior Duty Manager National Overview V June 2012

7 8 DECISIONS AND JUDGEMENTS Objectives are set and agreed with the National / Deputy National Head of Ambulance Control Centres. Work is also self-generated by the post holder, as necessary to achieve objectives, including live decisions to meet patient and operational needs. Work is reviewed via regular Team meetings, and annual performance development and review (appraisal). Analysing highly complex information - the post holder would be expected to obtain and generate data (e.g. from the Data Warehouse) to produce reports and options appraisal for presentation to the Management Team. Specialised skills are required to generate reports from C3 and other systems. Judgements and analysis will be questioned at daily operational conference calls. Must be able to make effective decisions in response to a very dynamic, demand led environment, often with limited information. Required to resolve staffing issues and conflicts, including those arising between operational and Control Centre personnel. Giving direct instructions to operational and Control staff in a command and control environment, monitoring, motivating and developing the team. Using extensive operational and systems knowledge required to analyse risk and threat and make judgements, especially in critical situations. Interpret organisational policy to achieve outcomes for the patient and the Service. Using operational and procedural knowledge to make judgements and take action, such as implementation of emergency plans, increasing REAP levels and implementing actions, evacuation of premises, declaring alert states and incident types. Senior Duty Manager National Overview V June 2012

8 9 COMMUNICATIONS AND RELATIONSHIPS Internal: All levels of staff/departments within the Service. External: Senior Staff from: NHS, NHS Boards, NHS 24, other ambulance services, Public Health, Health Protection Scottish Government General Practitioners and associated Medical Committees Emergency Services Police, Fire, Coastguard, Mountain / Mines Rescue etc. Local Authorities Media External Consultants Senior British Telecom Managers IT Suppliers, Providers, Help Desk Facilities and Estates Managers Volunteers, including Voluntary Aid Societies Visitors Much of the above communication is of a complex nature, often involving very sensitive issues regarding members of staff and the public and the interface with external stakeholders. May include direct conversations with Scottish Government officials. The types of information communicated would include highly sensitive and confidential personal, patient, clinical and staff information. May include information of a security sensitive nature, including criminality and suspected terrorist action. Post holder is required to give formal presentations to the management team and is required to communicate and liaise with External Stakeholders, including Health Boards, emergency services and similar external bodies. The post holder would be required to intervene in decisions made by duty managers and supervisors and is required to direct and instruct as well as motivate, encourage, coach and mentor, as appropriate. Senior Duty Manager National Overview V June 2012

9 10. PHYSICAL, MENTAL AND EMOTIONAL DEMANDS OF THE JOB Physical Skills Use of keyboard skills, data warehousing and retrieval. Physical Effort Irregular working patterns, out of hours working. Managing for extended periods during complex and protracted incidents, including Major incidents. Mental Effort Analytical skills, leadership and motivational skills requiring considerable concentration. Appropriately prioritise challenging situations on a frequent basis and make sound judgements under pressure. Emotional Effort Providing support and direction to a large team of people, dealing with distressing circumstances and staff under emotional stress. Dealing with disciplinary and grievance issues. Managing critical situations with limited resources. Reporting on Team and own performance during operational conference calls, highlighting to senior managers reasons for non-compliance or failure to achieve targets. Advising staff of unwelcome news. Being prepared to explain decisions and actions taken at a later date such as during police investigation about an incident of a public inquiry. Senior Duty Manager National Overview V June 2012

10 11. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB Maintaining an effective national tactical and operational management overview of the 3 Scottish Ambulance Service, Ambulance Control Centres. Being the most senior ambulance manager on duty outside regular working hours. Maintaining an analytical overview of the utilisation of all physical assets, human resources, processes and systems. Continually striving to achieve stringent corporate objectives with finite resources and unpredictable demand. Using resources effectively to meet both prevailing and anticipated national demand. Maintaining the quality of clinical, operational and technical decision making and providing decision support. Knowing where to obtain and access the correct sources of further specialist clinical and operational advice in an emergency. Ensuring the safety and welfare of patients and staff. Chairing the regular national operations conference calls and for reporting and providing an overview of priorities, performance, trends, areas of challenge and noncompliance. Motivating a team, dealing with staff, stakeholders and the media. The Post holder may be required to attend Fatal Accident Inquiries. Senior Duty Manager National Overview V June 2012

11 12. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB Operational management experience of at least five years, in a critical decision making environment and preferably previous experience within clinical setting. As a lead specialist on duty within this area for the Service, to be able to advise other non-specialists, senior managers and stakeholders on the impact of demand on operational performance and service delivery. Education to Degree level or equivalent experience. Significant knowledge and experience of the Service. A well developed ability to analyse complex information, produce reports, presentations use data to influence working practices and protocols. The post holder would be expected to have knowledge of the systems operated within the Control Centres. Clear reasoning, leadership and strong analytical and influencing skills, with the ability to make sound decisions based on limited information. Excellent communication skills. 13. JOB DESCRIPTION AGREEMENT Job Holder s Signature: Head of Department Signature: Date: Date: Senior Duty Manager National Overview V June 2012