Job Title: Reference No: Department: Base: Band: Contract Type: Hours of work: Job Description Infrastructure and Voice Communications Manager (Deputise for Head of ICT) YAS1051 Information, Communication and Technology Department Trust Headquarters Wakefield with requirement to travel Trust wide 8b (subject to banding) Permanent 37.5 hours per week Organisational Relationships: Responsible to: Head of ICT Accountable to: Responsible for: Executive Director of Finance Infrastructure and Voice Communications and Organisational Chart Assistant Director for IM&T Infrastructure and Voice Communications Voice Communications Team Infrastructure Team Staff Organisational Values You will share a commitment to our values: Job Role Summary Working together for patients Everyone counts Commitment to quality of care Always compassionate Respect and dignity Enhancing and improving lives The Infrastructure and Voice Communications Manager will lead the development, management and implementation of the Trusts data and telephony network, Voice Recording and mobile data strategy including the necessary integration between YAS systems and other Health Organisations and 999 Services. In addition the post holder will lead on the Trust Infrastructure date and Telepony implementation to support the Integrated Urgent and Emergency Care strategy as well as the NHS Digital strategy. 1 P a g e
The Infrastructure and Voice Communications Manager will proactively manage the technical environment in order to ensure maximum availability and the efficient operation of the Trust s 24/7x365 business critical Data and telephony network, mobile data network services that are relied upon for real time operations across operational areas in the Emergency Operations Centre, Urgent Operations Centres, Patient Transport Centres, Incident Control Rooms and Fall Back Controls. Communications Systems Management Core responsibilities Working as a senior technical and management expert, the ICT Infrastructure and Voice Communication Manager has complete management responsibility for all the network services across the Trust. These services Include: Complete management responsibility for all the Voice Communication services across the Trust. These services include: The data and telephone networks underpinning the Emergency Operations Centres, NHS 111 and Patient transport system and other services. Control rooms and the mobile data dispatch facility. Associated telephony applications such as multiple site Automatic 999/111/PTS Call Distribution This Manager will lead and oversee the development and implementation of additional and new network related services within the Trust, enabling new and exciting ways of working in line with the Trust s and national programmes. CLI, CTI, Call Management Systems and voice recorder systems The Trust s comprehensive wide area data network and all telephony services used by both operational and support functions at around 75 sites. Connections to external networks such as the internet, N3, public and private telephone networks and other agencies networks (such as the Metropolitan police and BT EISEC). Providing operational responsibility for the day-to-day provision of the VC services, adopting ITIL best practices across Change, Problem Capacity and Availability Management. Responsible for the maintenance of Core Infrastructure for three main data centres, WAN networks for 75 remote sites, telephony, voice recording, mobile data and Airwave services within a revenue stream of approximately 1.5M. Liaise with Directors, Senior Managers and when necessary to raise awareness and understanding of network related issues and produce and distribute Monthly service availability reports to SMG. Overseeing the development, implementation, revision and maintenance of the Trust s IT telephony strategy to complement business need and national governance. Effectively manage the operational support of IT telephony, voice recording, mobile data, and Airwave and ensure compliance with any Service Level Agreements (SLAs). Requires considerable initiative / interpretation to formulate recommendations and subsequent action. Sole responsibility within IT Infrastructure and telephony and Mobile data services. 2 P a g e
Leadership and Management Responsibilities Responsible for the overall management and performance of the Infrastructure and Voice Communications (VC) team. Provide management, advice and support in preparation for and during major operational events and incidents, at strategic and tactical levels, using specialist knowledge of the Trust s network services, and using relationships built up with suppliers and other agencies. Manage the Trust s network services on a daily basis, focusing on the achievement of agreed service levels (SLA), asset management, Key Performance Indicators (KPIs), performance reviews and proactive supplier performance monitoring, and where appropriate taking direct action to recover the Trust s network services in the event of disruption acting on own initiative. Effectively manage all staffing issues within the Infrastructure and Voice Communications function on a day to day basis and act in accordance with Trust policies and procedures, including full recruitment and employment, performance management, sickness management, staff development, grievances and initiating disciplinary action where necessary. Manage complex projects and budgets (procure hardware/software, services, consultancy etc) in order to deliver network solutions to business critical requirements across the Trust, in accordance with PRINCE2 methodology. Where appropriate programme managing multiple simultaneous projects and initiatives to ensure that the department s and Directorate s Strategic Objectives are achieved. Operational responsibility for the day-to-day provision of Infrastructure and Voice Communications services, adopting ITIL best practices across change, problem capacity and availability management. Work closely with senior management to identify business needs and formulating technical solution to meet those needs. To manage the education, training and development of the Infrastructure and Voice Communications teams. Work effectively as part of the ICT management team and with all staff, working in partnership to achieve departmental and directorate objectives and support the delivery of key performance indicators. Provide direction to the members of your team and motivate and support them to achieve the objectives of the team and their personal work objectives. To participate in the recruitment and selection process for staff in department. 3 P a g e
Policy and Service Development Responsible for policy implementation and service development within the ICT Data Infrastructure, WAN, ICT telephony Infrastructure, Mobile data and Airwave service area. Responsible for the development and implementation of the data, Telephony, Voice Recording, mobile data and Airwave security, the trust security policies. Responsible for ensuring service development and policy implementation in other areas of activity where there is a direct ICT Infrastructure, ICT telephony, mobile data and airwave influence such as core services and all YAS Contact centres. Provide an environment where colleagues can challenge existing processes and identify new ways of working that would be advantageous to the organisation. Business Planning and Analysis Produce business cases or provide expert advice in order for other staff groups to complete business cases in order to support the delivery of strategy or supporting business requirements. Overseeing the development, implementation, revision and maintenance of the Trust s IT Infrastructure, ICT telephony Strategy to complement business need and national governance. Ability to acquire understanding of the underlying issues in complex problems or situations by correctly relating these to simpler or better understood concepts, models or previous experiences and provide informed analysis. Communication and Relationship Responsibilities [ Responsible for dealing with highly complex technical and non-technical issues, communicating sensitive or contentious detail to large groups of clinical and non-clinical staff as well as third party companies or suppliers in order to obtain their support and therefore achieve objectives. Develop and maintain strong working relationships with a range of internal and external stakeholders. Key relationships include: Director of Finance Head of ICT Fellow ICT managers The ICT team Trust managers and staff Third party network and system suppliers and maintainers Other local NHS Trust IT managers. Financial and Physical Resources Responsibilities Responsible for budget setting and for the procurement and Responsible for budget setting and for the procurement and maintenance for network and telephony services within a revenue stream of approximately 1.5 M Responsible for the Trust ICT Infrastructure, ICT telephony budget, voice recording, mobile data and responsible for formulating cost saving plans. To include budget setting and monitoring and budget monitoring for major IT projects. Research and Audit Responsibilities Monitor and audit work carried out in relation to projects and day to day situations in order to provide full de-briefs where required and apply best practice from lessons learnt accordingly. 4 P a g e
Corporate Responsibilities It is the responsibility of each member of staff to maintain confidentiality at all times. Staff must be aware of and adhere to the provisions of the Health and Safety at Work Act and to ensure their own safety and the safety of colleagues and patients. Mandatory training requirements that are relevant to the post must be decided during Personal Development Review and a training plan developed. Staff should be aware of their individual responsibilities under the Equal Opportunities Policy and ensure that they adhere to the provisions of the policy. This job description is not meant to be exhaustive. It describes the main duties and responsibilities of the post. It may be subject to change in the light of developing organizational and service needs and wherever possible change will follow consultation with the post holder. Safeguarding Children To recognise and report to the appropriate authorities any concerns regarding Child Protection issues to include possible child abuse. Under section 11 of the Children Act 2004 all NHS staff must ensure that their functions are discharged with regard to the need to safeguard and promote the welfare of children (Working Together to Safeguard Children 2015). http://www.workingtogetheronline.co.uk/index.html Safeguarding Adults To recognise and report to the appropriate authorities any concerns regarding Vulnerable Adult issues to include social care and mental health. All staff must comply with mandatory training requirements and ensure that adult safeguarding is embedded as an essential part of their daily practice. For Administrative Purposes only: Prepared/Reviewed by: Ola Zahran Approval Date: 28/06/2017 Review Date: 5 P a g e
{{{{ Voice Communications Manager - Person Specification Factors Description / Assessment Method Skills / Competencies Can lead, motivate and inspire others both indirectly and directly. Is highly credible to internal and external stakeholders. Possesses strong analytical and critical reasoning skills and is capable of effective problem solving. Able to translate strategic goals into effective and achievable plans and monitor their progress and outcomes. Able to make sense of conflicting priorities and reach effective and speedy solutions. Strong consultation, negotiation and facilitation skills and abilities Excellent communication skills, including advanced report writing skills, presentations and verbal communication. Proficient in the use of Information Technology Able to assess risks, anticipate difficulties and successfully address them. Politically astute and able to navigate organizational politics and culture effectively. App/Interview Qualifications / Knowledge. Educated to Masters level in Computer Science/Business IT and/or able to demonstrate the equivalent level of industry experience. Knowledge of the management, design and development of Infrastructure and VC systems. Professional network IT qualifications i.e. CCNA/CCNP or equivalent. Unified Communication Solutions experience Knowledge of Call Centre VC requirements. Knowledge of BS 7799 and NHS information and security requirements. Qualified Project Management Practitioner, e.g. PRINCE 2, MSP or able to demonstrate the equivalent level of knowledge and experience. Advanced knowledge of multi site applications associated with voice and data network services, such as. CLI, CTI, ACD, Call Management Systems, voice recorder systems and mobile data network technologies; with experience of installing, configuring, administering and troubleshooting at enterprise level. Evidence of recent and on-going continuous professional development. Knowledge of telecommunication security and fraud audit methodologies. Application 6 P a g e
Experience Values and Behaviours Previous management experience working in a technical discipline. Significant experience of managing teams. Evidence of Network and VC continuity planning and management. Evidence of developing, implementing and managing ICT Service Level Agreements and other performance driven frameworks. Experience of writing clear and concise policies and procedures for ICT and non ICT staff. Experience of Ambulance voice and pager communication systems and operational requirements. Evidence of working closely with Suppliers, other NHS organisations and non-ict staff to successfully deliver mission critical projects. Experience of designing, configuring and managing Infrastructure and VC services. Experience of working with a variety of telecommunication systems (Avaya blue/red or CISCO). Experience of specifying, configuring and managing a variety of telecommunications systems and infrastructure. Experience of staff involvement, participation and partnership working. Experience of VoIP, converged networks and digital radio. Experience of a variety of voice recording technologies their design, setup and management. Working together for patients We work with others to give the best care we can Everyone counts We act with openness, honesty and integrity - listening to and acting on feedback from patients, staff and partners Commitment to quality of care We always give the highest level of clinical care Always compassionate Our staff are professional, dedicated and caring Respect and dignity We treat everyone with dignity, courtesy and respect Enhancing and improving lives We continuously seek out improvements App/Interview App/Interview Personal/Other Effective leader and team manager Demonstrable commitment to achieving high levels of customer service. Demonstrates resilience, confidence and self-belief when working to tight deadlines. Demonstrates self awareness which includes awareness of impact on others. Interview 7 P a g e
Independently mobile and able to travel throughout YAS in a timely manner. Must be able to pass medical assessment as determined by the Trusts Occupational Health Department. Preemployment checks 8 P a g e
Job Risk Profile: Voice Communications Manager Details of Risk Level This role involves: Yes No Rare Occasional Frequent Examples Physical Effort Lifting weights/objects between 2 and 5 kilos Lifting Weights / objects between 6 and 15 kilos Lifting weights / objects above 15 kilos Using equipment to lift, push or pull patients / objects Lifting heavy containers or equipment Running in an emergency Driving alone / with passengers / with goods Working at height Once a month 3 times per month Half of shifts or more Give a brief explanation of the level, intensity and duration of effort required for the role Mental Effort Invasive surgical procedures Once a month Fewer than half of shifts Half of shifts or more Concentration to assess patients / analyse information Response to emergency situations Daily requirement for concentration when working on systems and writing reports, analysing statistics and drafting reports, strategies and plans. There may be frequent interruptions and a need to readjust priorities. 9 P a g e
To change plans and appointments / meetings depending on the needs of the role Clinical Interventions Daily requirement to adjust plans and change appointments in accordance with the priorities of the organisation, managers and staff. Typing up of minutes / case conferences Emotional Effort Informing patients / family / carers/ of unwelcome news Imparting unwelcome news to staff/partners and stakeholders Caring for terminally ill patients Once a month More than once a month Once a week or more Dealing with people management issues within the Voice Communications Team. Holding difficult conversations about performance management issues and KPIs with management colleagues and other stakeholders. Dealing with difficult family situations Caring for / working with patients with severely challenging behaviour Working Conditions Exposure to physical aggression Less than 3 times a month 3 times a month or more Several times a week Exposure to verbal aggression Clinical / hands on patient / client care Dealing with people management issues including performance, grievance/disciplinary, welfare and staff attendance. Contacts with blood / bodily fluids 10 P a g e
Exposure to unpleasant working conditions dust / dirt / fleas Exposure to harmful chemicals / radiation Attending the scene of an emergency Food preparation and handling Working on a computer for majority of work Use of road transport Required to use a computer for a significant part of each day. Office based but required to travel across Trust sites on a frequent, potentially daily basis. 11 P a g e