SCOTTISH AMBULANCE SERVICE JOB DESCRIPTION

Transcription

1 SCOTTISH AMBULANCE SERVICE JOB DESCRIPTION REF: MLPR Job Details Job Title: Directorate: Reports to: Scheduled Care Co-ordination Supervisor Operations PTS Service Improvement Manager 2. Job Purpose To provide effective management, leadership, Training and supervision to Regional Centre staff. To assist and support Area Service Manager/s in the daily supervision and direction of Scheduled Care Mobile staff and the management/administration of resources in accordance with agreed Scottish Ambulance Service procedures. To ensure that Corporate Values are maintained and relevant performance indicators achieved. Ensure appropriate training plans are implemented to enable office staff to operate on a flexible, multi-skilled basis. Check daily work schedules to ensure that targets have been achieved on a cost effective basis and apply appropriate remedial action where this is not the case. Ensure compliance with all relevant policy, procedure, protocols and SOP s Support and advise staff with the resolution of complex issues, such as effective resource allocation/reallocation. Ensure invoices are checked, approved and passed for payment; this will include flight invoices, monthly claim forms. Demonstrate awareness and understanding of cost control measures with regard to the optimum use of available resources. Ensure compliance with all HAI standards Last Saved: 22/04/ :25:00

2 3. Dimensions To provide effective leadership, Training and supervision to Regional Centre staff and to assist and support the PTS Area Service Manager/s in the daily supervision and direction of Scheduled Care mobile staff and the management/administration of resources in accordance with agreed Scottish Ambulance Service procedures. To ensure that corporate/quality protocols are maintained and performance indicators achieved. Maintain contact with a range of SAS colleagues as required, to ensure effective service provision within cost. This would typically include the Liaison Officer, the ASM and Road Crews. Matters would typically include job scheduling, resource levels, private hire, addressing blockages to service provision. 4. Organisational Last Saved: 22/04/ :25:00

3 5. Main Tasks, Duties and Responsibilities Ensure staff report for duty on time, recording lateness or absences where appropriate and take necessary action. Ensure absence is managed within the Attendance Management Policy. Conduct Return to Work Interviews promptly. Review and revise the scheduled daily workload and application of resources to ensure required standards of service provision Participate as required in selection, recruitment, training and appraisal of staff, providing guidance and support as required to ensure skills levels are maintained through agreed Personal Development Plans through the application of e-ksf Respond to and investigate complaints regarding any aspects of service provision and customer service. Discuss with ASM/Liaison Officer as appropriate. Ensure that all Regional Centre personnel have received any updates on the CLERIC system after their initial training. Disseminate all training upgrades Report on and address any externally originated issues which have a negative impact on service provision. The effective provision of staff uniform, in accordance with Service Procedures. Ordering and control of office consumables. Lead and record regular staff meetings with Regional Centre staff and attend where appropriate other Area Service Management meetings. In conjunction with the Audit Supervisor, provide regular feedback on team and individual performance issues and initiate any opportunities for improvement in accordance with established guidelines and criteria. Monitor and maintain corporate/quality performance indicators eg HEAT Targets. Review operational tactics as appropriate and produce regular statistical reports to highlight performance trends Production and presentation of reports for Senior Managers and external stakeholders Take necessary action to minimize delays by reviewing and adjusting the daily divisional plan. Ensure that all staff are aware of and comply with, the requirements of relevant Scottish Ambulance Service Policy and Procedure. Take appropriate action on disciplinary and grievance matters as per the recognised Service procedure and the procedure for the resolution of differences between the SAS and its employees. Ensure all staff are aware, through induction, instruction and training, of their responsibilities for compliance with safe working practices, in accordance with the Service s Health and Safety policy. Conduct Risk Assessments as required and take or request remedial action to eliminate hazards in the workplace. Ensure Major Incident procedures are initiated in accordance with service procedures and protocols when required Last Saved: 22/04/ :25:00

4 Ensure that all Regional Centre staff on Registration, Planning, Day Control, adhere to standard operating procedures and system controls at all times. Mentor and support staff in their use, application and development of Ambulance Office Systems and protocols. Ensure that the appropriate management are made aware of any unusual or untoward occurrences, which may impact on service delivery, customer service, corporate/quality performance indicators, and service profile or staff welfare. Maximize the use of resources to assist EMDC with A/E discharges where requested to improve hospital waiting times and underpin Cat. A performance. Ensure Regional Centre staff keep regular contact with other Regional Centres in own and other divisions to maximise use of resources Be pro-active in seeking local initiatives/improvements for providing a more efficient service to our stakeholders Ensure that all Volunteer Car drivers follow SAS protocols and that all personal details are maintained and updated regularly on CLERIC system. Ensure on a daily basis, that planners have resourced correct vehicle type for patients needs and patients are conveyed to appointments in accordance with Priority type and Divisional Service targets. Undertake such other reasonable and appropriate duties as maybe required by the Manager, including opportunities for career development Induction Standards and Code of Conduct Your performance must comply with the Mandatory Induction Standards for Healthcare Support Workers in Scotland 2009; and with the Code of Conduct for Healthcare Support Workers, both as amended from time to time, which are attached (further copies can be obtained on-line at: or from your Human Resources Department). Failure to adhere to the Standards or to comply with the Code may result in poor performance measures or formal disciplinary action which could ultimately lead to dismissal Last Saved: 22/04/ :25:00

5 6. Equipment and Machinery CLERIC computer system, for Registration, Day Control and Planning facilities. Web Browser. Service Telephones, Faxes, Printers, Photocopiers. Service Radio Land to Vehicle operation and/or mobile phone. Airwave and other cab based technology 7. Systems Maintains manual filing systems for bulletins, minutes, and staff record cards, occurrence book, annual leave, log sheets, out of area requests, private hire requests. If required, assist in collation and input of data on Quality Standard Information database. Provide statistical information from the system for appropriate SAS management and external stakeholders. Check and verify overtime claim forms for processing by Payroll. Complete incident/accident report forms for any hazards, incidents, etc. Datix RIDDOR HAI 8. Decisions and Judgements Maintain close contact with Area Service Manager; however manager may not be based fully at one station and maintain regular contact as required with local Liaison Officer and Audit Supervisor. Areas of discretion - annual leave authorisation Last Saved: 22/04/ :25:00

6 . Provision and allocation of appropriate transport Ascertaining incidents and issues that may require further investigation and/or remedial action, without having to refer to line manager. Regular decision making on allocation and provision of resources. A typical decision, or area of discretion, the post holder would take without referring to line manager would be to identify blockages at hospital/centre site and take appropriate action to rectify. For example liaise with Bed Manager when hospital identifies Bed Block and redeploying crews or arranging overtime to relieve the bed crisis Post holder may be required to work at times with limited direct supervision and make autonomous decisions. Post holder is required to use a degree of discretion in assessing the most appropriate course of action if a situation is highlighted by Regional Centre. However the post has to operate within strict Standard Operating Procedures, which will inform any decision made. Any event occurring that is not covered by SOP s will require the post holder to contact their Manager or other suitable person for assistance and advice. Post holder will be responsible for monitoring and managing as appropriate, the local Ambulance Car Service budget on a daily/weekly/monthly basis. Post holder will be responsible for conducting Return to Work interviews and managing staff in accordance with service policies and procedures. Post holder will carry out annual KSF reviews and appraisals for Regional Centre staff. 9. Communications and Relationships Ensure close contact with other Regional Centres, Area Service Manager(s), Liaison Officer and audit Supervisor Attends meetings that are appropriate directly to Regional Centre Supervisor and in the absence of the Manager and reports to him/her and takes action as appropriate. Vehicle Road Crews 10. Physical, Mental and Emotional Demands of the Job Physical skills To participate in moving/handling and management of aggression PP courses. Accurate inputting/keyboard skills. Physical Effort walking between hospital departments to check patient movement and supervise Day Control as appropriate. (where Regional Centres are not yet operating) Lifting consumables delivered from floor to storage areas. Mental demands Frequent requirement for concentration required at all times monitoring staff, system and equipment, lunch breaks are taken fairly and timeously during different shift patterns. Staff enquiries and unpredictability of resources due to circumstances out with Regional Centre control i.e. roadwork s etc. Dealing with patient/staff complaints/grievances and demands. Managing flexible working requests whilst still maintaining a service. Emotional demands occasionally dealing with any difficult patients or relatives sometimes in highly sensitive Last Saved: 22/04/ :25:00

7 situations i.e. terminal patients etc. May experience difficulties by telephone at Regional Centres, directly from patients, unhappy with transport issues, which may result in verbal abuse. 11. Most Challenging/Difficult Parts of the Job Maintain a leadership role whilst sometimes being an operational member of the Regional Centre establishment whilst covering staff shortage etc. Being in direct contact with patients by telephone as required and the possibility of verbal abuse from patients Making unpopular decisions based on unrealistic or unreasonable requests from patients and/or their relatives Lack of resources i.e. vehicles and or staff. Ensuring patients get to appointments on time, despite challenging resource issues. 12. Knowledge Training and Experience required to do the Job Essential: Typing speed minimum 33wpm, with 95% accuracy Well developed interpersonal skills Ability to retain knowledge, solve problems and make decisions Be able to communicate effectively with people at all levels and to work well under pressure. Ability to provide effective leadership Strong communication skills to impart information Strong knowledge of Service policy and procedure Desirable: 3 standard grades or equivalent. Previous experience in an office/call centre environment. Previous experience working with patients, clients or members of the public and National Health Service. Training: Proficient in CLERIC system which will be achieved through in Service Training Proficient in use of Microsoft software packages e.g. Microsoft word, excel etc. Maintain proficiency of Cleric system through PP courses Experience of effectively managing small team to achieve objectives Educated to HNC level or willing to work towards a recognised management qualification Last Saved: 22/04/ :25:00

8 13. Job Description Agreement Job Holder s Signature Date Line Manager Signature Date Title Last Saved: 22/04/ :25:00