SCOTTISH AMBULANCE SERVICE JOB DESCRIPTION REF: 1. Job Details Job Title: Directorate: Reports to: Integrated Transport Co-ordinator Operations Integrated Transport Supervisor 2. Job Purpose To provide an efficient and customer facing signposting service for callers who require information and advice on transport options available within their community, this will include; Providing high quality customer care; Constructive liaison with internal and external colleagues and third parties, including directly with patients and relatives; Accessing information from spreadsheets, databases and web sites; Contacting hospitals on behalf of patients to negotiate changes to dates / times of appointments to allow patient to travel; Applying a flexible approach to undertaking any aspects of the job role as required to meet operational needs and delivery of customer service standards; Job JD.doc - 1 - Last Saved: 06/03/2014 16:18:00
3. Dimensions The Integrated Transport Hub covers the geographical areas capturing all hospitals/clinics/treatment centres within the NHS Grampian catchment area. This also includes the areas served by Aberdeen City Council, Aberdeenshire Council and Moray Council who are partners in the Hub project. The Hub receives telephone calls from patients, carers and members of the public who seek advice on transport options available within their community, to allow them to attend hospital and or health professional appointments. The post holders will access a database of Alternative Transport Providers and relevant Web Sites to allow them to provide callers with appropriate advice and options. The postholder will also be responsible for inputting information into the database periodically, and providing information to support the Integrated Transport Supervisor in compiling regular performance reports. The post holders may be required to access the CLERIC system to assist with advance planning of journeys for those callers who are eligible to transport with organisations which use CLERIC as their primary scheduling system. 4. Organisational Chart To be added Job JD.doc - 2 - Last Saved: 06/03/2014 16:18:00
5. Main Tasks, Duties and Responsibilities Operate communications equipment including telephones and fax; To operate / view planning scheduling systems (if trained to do so) to enable the postholder to identify appropriate transport options for callers; To develop and maintain a record of transport flows to and from locations where hospitals appointments and clinics held, in order that callers may have timely arrivals for appointments and return after treatment; To liaise on behalf of callers with hospitals etc with regards to appointment times for patient journeys, in order that these allow the caller to access available transport; Upgrade and maintain databases of Integrated Transport Providers across the area served; Clerical duties including collection, collation and presentation of data; Advise appropriate managers of any difficulties which arise whilst on duty; To arrange detailed transport plans for callers where requested; Undertake such other reasonable and appropriate duties as may be allocated by the Integrated Transport Supervisor; To deal directly with patients and their relatives on a range of issues, ensuring accurate information is provided and high standards of customer care maintained; To answer a range of queries from hospital based staff, patients and/or carers. Ensures that any accidents, near misses or hazards are reported immediately to the Supervisor, using the Health & Safety Accident & Incident Reporting Form, the Vehicle Accident Report Form and/or Datix and RIDDOR as appropriate. Induction Standards and Code of Conduct Your performance must comply 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: www.workinginhealth.com/standards/healthcaresupportworkers or from your Human Resources Department). Failure to adhere to the Standards or to comply with the Code may result in the application of poor performance measures or formal disciplinary action which could ultimately lead to dismissal; Key Result Areas: Development and maintenance of an Integrated Transport Database; Achieve specified targets/kpi s, including customer care standards and audit compliance; Compile, check and prepare ACS monthly reports for Integrated Transport Supervisor; Monitor stock of consumables within Hub and liaise with Supervisor regarding any shortfalls; Maintain competence in use of CLERIC system if required; Apply Multi-skilling across all functions of the job role e.g. call taking, journey planning, adopting a flexible approach to allocated duties. Job JD.doc - 3 - Last Saved: 06/03/2014 16:18:00
6. Equipment and Machinery Web Sites for details of alternative transport provision. Telephones, Faxes, Printers, Photocopiers. Staff Line Link to North PTS Regional Centre. FITS Integrated Transport Scheduling Software CLERIC computer system, for viewing of Planning facilities if appropriate. 7. Systems If required, to operate CLERIC systems to assist with advance scheduling of journeys for those callers who are eligible to transport with organisations which use CLERIC as their primary scheduling system. 8. Decisions and Judgements Assignment and review of work is mainly self-generated and requires a high degree of self management. The Integrated Transport Supervisor will review progress on objectives both informally and formally and will provide ongoing supervision. The post exists within a function which requires a high degree of autonomy and decision making. An example of a typical decision the post holder would take would be whether or not they can offer alternative transport options to a caller, or whether an appointment requires its date / time changed to allow the caller to have access to transport. The postholder will require a sound understanding of the Patient Needs Assessment. 9. Communications and Relationships Callers and their relatives, regarding transport options and/or queries; Scottish Ambulance Service Personnel, which would typically include the ACC PTS Centre Supervisor; Integrated Transport Supervisor and ACC PTS Manager. GP and hospital ordering authorities to negotiate changes to appointment times; Other Hubs ( when developed ) regarding cross-boundary requests; Hospital Wards and Clinics; Job JD.doc - 4 - Last Saved: 06/03/2014 16:18:00
10. Physical, Mental and Emotional Demands of the Job Physical skills: keyboard speed and accuracy Physical Effort: minor Mental Demands: concentration required in busy environment subject to change, e.g. having to provide information for locations across a large geographical area. The ability to prioritise a range of tasks to ensure service effectiveness and quality customer care. Emotional Demands: Will regularly deal with unhappy callers, patients or patient relatives. 11. Most Challenging/Difficult Parts of the Job Providing a high quality of transport advice to callers including patients and carers. Achieving targets on timescales, etc. Quickly moving from planning / advising on options from one part of area to another. Identifying transport options available from a wide range of providers. If required, keeping CLERIC skills updated to enable a flexible approach to be applied. Job JD.doc - 5 - Last Saved: 06/03/2014 16:18:00
12. Knowledge Training and Experience required to do the Job Essential: Clear evidence of accuracy and compliance with CLERIC system Effective decision making, taking into account regular complexities, such as geographic challenges Ability to work with minimum supervision Verbal and written skills are clearly measurable Functions well under pressure Effective interpersonal and excellent communication skills Good attendance/time keeping Achieve agreed personal objectives as agreed in e-ksf Personal Development Plan (PDP) Typing speed of 33wpm with a 95% accuracy level Desirable: High compliance with system protocols Potential to develop sound leadership skills Potential to contribute to the development of Integrated Transport Hub procedures/systems Ability to relate to patient / carer needs Functions well as team player Willingness to undertake regular personal development Training: Possibility of placement on a CLERIC course (2 days duration) Day Control and Planning Training (3 days duration, if applicable to location) Customer Care/Service, incorporating telephone skills Induction training for new starts 13. Job Description Agreement Job Holder s Signature Date Line Manager Signature Date Title Job JD.doc - 6 - Last Saved: 06/03/2014 16:18:00