JOB DESCRIPTION. Ambulance Operations Manager. EMS Area Manager

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1 JOB DESCRIPTION TITLE: REPORTS TO: KEY RELATIONSHIPS Ambulance Operations Manager EMS Area Manager EMS Area Manager Senior Management Team Locality Managers Clinical Team Leaders NEPTS managers and staff Staff Side Representatives and Trade Unions Health Boards and Trusts Local Authorities Fellow Emergency Services Neighbouring NHS Ambulance Trusts where applicable Voluntary organisations Professional and regulatory bodies and associations Community Health Councils Local partnerships Patients/Service Users and their relatives/carers The public Private Ambulance Service providers REMUNERATION TERMS AND CONDITIONS: LOCATION: NHS Terms & Conditions of service AfC 8B Dependent on LHB responsibility JOB SUMMARY Ensure the efficient and effective management of an operational area, usually aligned to a Health Board (or sub area). Organising, monitoring and co-ordinating services to ensure the delivery of a high quality, safe and clinically focussed Emergency Medical Service. To have responsibility for the culture and environment that staff work in and to ensure that the Trust vision, purpose and behaviours are lived. Have responsibility for the local delivery of services in a Health Board area reporting to the Area of Manager EMS. The post holder will be responsible for the preparation and implementation of the tactical operational plans and objectives to support the delivery of the Trust Integrated Medium Term Plan. 1

2 Achieve and maintain Trust key performance targets, which will include achieving operational targets, financial balance and identified savings plans within the postholder s area of responsibility. Have responsibility for, and to advise the EMS Area Manager on all aspects of the service delivery environment locally. To include responsibility for line managing the following functional areas: Emergency Medical Service Make Ready services (where in operation and as rolled out) Community First Responders, Co-Responders and PADs Operational Health, Safety and Risk Management; Assist the EMS Area Manager to achieve and maintain all key performance targets including patient focussed clinical quality standards, response standards, and efficiency and productivity targets, achieve financial balance and contribute positively to the Trust s overall performance and financial objectives General Demonstrate and develop in others, behaviour and approaches which successfully deliver improved patient care through engagement and participation. These include using a coaching-style, team approaches, reflection, self-assessment, appropriate feedback to others and setting the context to trust others to own and deliver outcomes. Using these approaches, you will engage with others to ensure that participation and ownership forms the basis of developing and delivering any output or outcome. Leading the development of partnerships with Health Boards and other partners (including third sector), engaging with and promoting co-operation and collaboration with other organisations, to develop those partnerships and alliances to improve the health of local communities and ensure effective partnership working. Ensure that managers and staff carry out their duties in accordance with Trust policies, standing orders, service instructions and to defined standards of conduct and performance, delegating responsibility to operational managers as appropriate. Ensure the efficient and effective delivery of local emergency ambulance services. Provide leadership and management supervision to all managers to ensure they apply and evaluate procedures, processes and instructions, in order to ensure that the highest standards of service are achieved in the interests of high quality patient care. Maintain an up-to-date knowledge of leading edge service practices, ensuring that these are reflected in outlook and advice given to the EMS Area Manager. 2

3 Maintain good employee relations and ensure that Trust policies and procedures are implemented in a fair and equitable manner. Communicate effectively with staff, staff representatives and managers on a regular basis, both individually and at team meetings, establishing and maintaining good and productive two way employee relations. Promote and establish a healthy and safe working environment for all area employees ensuring compliance with health and safety policies, including health and safety checks, risk assessment, accident reporting and investigating procedures. Under the direction of the EMS Area Manager, ensure that appropriate resources are available to meet the demands of the service. Monitor all aspects of performance within the area of responsibility achieving and maintaining targets, standards and financial balance and take action as required. Ensure the efficient and effective management of all responder groups and resources situated within the LHB area ensuring that it achieves the highest standards of service and performance whilst contributing fully to clinical outcomes. Ensure managers monitor staff sickness and attendance records and take timely, appropriate action to support staff in line with Trust policies. Ensure that complaints are registered, documented, investigated and responded to within Trust performance standards and time scales Ensure that Serious Adverse Incidents and Adverse Incidents are registered, documented, investigated and responded to within Trust performance standards and time scales. Ensure that lessons learnt from concerns are translated into service delivery changes and improved patient outcomes. Ensure learning is shared across the Trust and lessons from other health/social care services are acted upon to mitigate risk. Act as adjudicating officer at hearings under Trust policies as required Work with stakeholders to identify and secure any additional funding available through business case development. To participate on the 24 hours on call rota to provide advice, support and guidance to Operational and Clinical Contact Centre outside normal working hours. Leadership Promote visible leadership in the Trust, ensuring that all services are patient- 3

4 focused and of high quality, optimising utilisation of human, financial and other resources Develop high performing teams who are held to account in terms of delivery and clinical outcomes. Demonstrate commitment to an organisational culture that supports clinical engagement in decision-making and a drive for continuous service change and improvement to deliver high quality, safe services in the new environment. Responsibility for embedding an engaging approach within the Ambulance Operations Manager remit, as well as showing leadership across the Trust and with partners. Demonstrate that fairness and respect are central to all behaviours and approaches and lead and influence others to do the same. Demonstrate appropriate behaviours in line with the Trust Behaviours and leadership frameworks, and support and challenge others to do the same. Demonstrate commitment to continuously improving own skills, behaviours and experience to deliver improved patient outcomes, and support others to do the same. Performance Provide the delivery of high quality services, ensuring that systems are in place to evaluate and review Unscheduled and Planned Patient Care services, and performance against agreed targets and performance indicators, ensuring delivery of a consistent and high standard of service and to take responsibility for reducing harm, variation and waste. Provide routine performance information to the Assistant Director of Operations on performance and quality outcomes. Undertake regular reviews of individual performance of direct reports, provide constructive feedback using a coaching style and ensure that their development needs are met to help them achieve their full potential. Optimise individual and team performance to achieve required outcomes. Support individuals to maximise their health and wellbeing in order to deliver the best patient outcomes. Planning Responsible for engaging with external partners (including health, social care, service users) and internal partners (including all staff within the Ambulance Operations Managers area and all business support areas) to develop joint integrated plans within the Ambulance Operations Managers remit and across 4

5 the Trust Ensure that the Trust s strategic equality objectives are embedded in all plans. Additionally, as part of the integrated planning process, develop local actions to deliver shared improved patient outcomes. Adopt appropriate service improvement methodology in the planning and design of approaches and actions. Ensure that the appropriate strategies, requirements, behaviours and approaches form the basis of all plans. This includes all aspects of engagement, Clinical Governance, risk management, health and wellbeing, leadership and required behaviours. Develop effective programmes of service improvements linked to strategic or local needs. Utilise established service improvement methodologies and modernisation techniques to reduce waste, harm and variation and promote patient safety Employee Training and Development Ensure that managers arrange for the appropriate levels of recruitment, selection and appointment of new staff to meet the needs of the service. Ensure workplace induction for new staff is provided, so that they are aware of all appropriate procedures, policies and information necessary to carry out their role effectively, efficiently and safely. Ensure staff and managers are competent in their role and that training needs are identified and addressed. Implement the Trust Performance Appraisal Development Reviews (PADRs) for all staff. Ensure delivery of staff training and development in conjunction with the Workforce and OD Directorate as appropriate. Encourage a continuous learning environment by identifying and providing opportunities for training and development and by accessing specialist human resource advice as appropriate. Ensure that Community Co-responders and First Responders receive training and development commensurate with their role in supporting the Trust. Quality Identify and develop quality measures to ensure the highest standards of service are achieved. 5

6 Assist in establishing a quality driven working philosophy consistent with the Trust s aims and objectives. Carry out continuous quality improvement initiatives and projects pertinent to the work of the Trust, producing reports and recommendations, as appropriate. Participate in internal/external quality improvement initiatives which identify development needs applicable to the Service as a whole. Risk Be responsible for the day to day implementation of the Trust s Risk Management Strategy with own area. Responsibilities include: a) acting upon any significant hazards and risks identified during the normal course of duties and reporting any risks that cannot be adequately controlled; b) checking risk assessment systems are in place for own area of operation and reviewed regularly, including initiating and participating in any risk assessments, as necessary, on a timely basis; c) in liaison with the Health, Safety and Security Manager, ensuring staff are adequately informed and trained in risk management, including any existing or new control measures; d) issuing (and ensuring compliance with) Trust policies and procedures; e) Encouraging staff awareness of the Trust s Risk Management Strategy and Policy Identify potential hazards in the work environment which have the potential to create a risk to patients, visitors, staff and the public, as well as to Trust property, financial resources and credibility. Equality and Diversity Demonstrate an understanding of and commitment to the principles of equal opportunities, equality and diversity and, wherever possible, promote measures which enhance equality in the provision of services, ensuring also that the principles of equality and diversity are upheld within the Directorate and in any dealings with other individuals and organisations. Confidentiality Maintain confidentiality in relation to personal data held for colleagues and patients, ensuring it is processed lawfully; for no purpose other than for which it was obtained; is relevant to that purpose; is retained for no longer than is necessary; is processed in accordance with the rights of the subject to access and accuracy; and is protected from accidental loss or damage in accordance with the requirements of the Data Protection Act 1998 and records 6

7 management guidance Maintain confidentiality of patient-identifiable personal data using a nonidentifiable alternative where practicable, and limiting access on a strictly need to know basis. Patient and Public Involvement Be aware of responsibilities to involve patients and the public in the ongoing planning, development and delivery of health services, and to involve patients in their own care. 11. Safeguarding NOTES Act in such a way that at all times safeguards the health and well-being of children and vulnerable adults. The postholder is expected to work with the minimum of supervision and may be expected to deal with other duties appropriate to their level and post This is an outline of the postholder s duties and responsibilities. It is not intended to be an exhaustive list and may change from time to time to meet the changing needs of the Directorate and Trust. Other tasks reasonably and normally incidental to the job are set out in training, operational and health and safety instructions, service policies, Trust standing orders and in general information circulars. The postholder is required to comply with the Trust s Code of Business Conduct and the NHS Manager s Code of Conduct. 7

8 Person Specification (Essential) WELSH AMBULANCE SERVICES NHS TRUST Qualifications Evidence of Leadership and Management Development Evidence of Continual Professional Development Educated to Masters Degree level or equivalent educational experience (Credit and Qualifications Framework for Wales Level 7 i.e. Integrated Master s Degrees/ Postgraduate Diplomas/ Postgraduate Certificate in Education (PGCE)/ Postgraduate Certificates. (This could include attendance at seminars, workshops, LQI, etc.) Senior leadership level experience in a complex environment Experience Demonstrate evidence of: Delivering organisational outcomes through internal and external engagement and participation Optimising performance of reports and others Developing and clarifying contexts and trusting others to deliver outcomes Delivering outcomes in line with the values and required behaviours of the organisation Facilitating change with individuals and groups Analytical ability and problem solving Implementation of equal opportunities Building personal and professional credibility with management and clinical teams and staff Implementing performance management systems Understanding of the challenges facing service delivery in the 21 st century Understanding of the political agenda for Health and Social Care Understanding of the broader strategic and policy context for delivery of health services in Wales Abilities and Personal Qualities Excellent communication and ability to work effectively and co-operatively Excellent leadership, influencing skills and demonstrate professional credibility and behaviour Capacity to think strategically and take a whole systems approach Ability to analyse and solve complex problems, including option appraisals Change management and OD skills and techniques Inspirational leader who demonstrates the ability to lead and manage change Committed to the continuous development of staff and self Commitment to developing culture of openness and partnership Commitment to improving quality of patient care Evidence of self awareness Creative thinker Evidence of integrity, objectivity and fairness 8

9 Able to learn from experience and adapt to changes and new challenges Skills and Behaviours Demonstrate evidence of: - Using a coaching style - Working effectively in teams - Gaining commitment from team leaders and other relevant managers - Gaining commitment from team members - Designing appropriate measurement and service delivery methodology - Identifying required resources - Agreeing roles and responsibilities - Connecting research to department/team level benefits - Providing relevant information to colleagues and team members - Carrying out appropriate diagnostic activities - Describing outcome requirements - Choosing appropriate development tools and techniques - Facilitating individual and group discussions - Carrying out appropriate pre and post-development measurement activities - Collecting relevant performance data - Providing feedback to colleagues in a supportive manner - Designing on-going monitoring processes - Clear and visible commitment to improvement in patient / client outcomes - Understanding of organisational and department/team aims - Understanding of the wider context to deliver patient outcomes - Overt commitment to a team approach to decision making and development - Ability to influence at all levels through integrity and commitment to patient and staff welfare - Ability to translate theoretical concepts into workable, practical solutions - Reflection and self-assessment - Ability to speak Welsh 9