Controller/Call Handler (Out of Hours)

Job description

Job responsibilities

This list of duties and responsibilities, which follows, represents the broad range of tasks which may be required to be undertaken either routinely or periodically. This list is not exhaustive and the role may include additional duties which are not listed here.

First and foremost the post holder will be the initial point of contact for patients and professionals telephoning to request Primary Medical care Out of Hours.

Main Responsibilities

1. To deal with calls from the public/health professionals in a prompt and professional manner, calls are randomly audited with feedback provided on a monthly basis

2. To co-ordinate information from incoming calls in order to alert the necessary medical personnel/ services to meet the patients needs

3. To follow advice, guidance and requests from the Supervisor on shift to ensure the smooth running of the service across the county. The Supervisor may delegate tasks relating to other services when you are on shift.

4. To follow in house protocols and procedures to match patient symptoms/criteria with available services

5. Ensure you log into the relevant Control Room Dashboard online guide for reference on shift, this includes links and logging on information for systems and service relevant to shift

6. To maintain knowledge and meet training requirements for any new services or changes to current service provision

7. To liaise with a wide range of internal personnel and outside agencies e.g. Clinicians, Pharmacy, NWAS call centres, District Nurses, and Paramedics.

8. To ensure the Cumbria Health guide and all relevant I.T. systems for the Controller role are logged into and uploaded

9. To ensure control room equipment is fully functional at all times, reporting any problems to the Control Room Supervisor

10. To use a variety of computerised systems to record patient details (Adastra, EmisHealth Call, Symphony etc this list is not exhaustive),

11. To keep up to date with all changes in the processing of patient details through the various systems dependant on need, this will include Digital services and remote monitoring

12. Regularly log onto your Cumbria Health email account and familiarise yourself with the Cumbria Health website (in particular the Staff Section).

13.To log onto the Cumbria Health.North email account when required on shift

14.To be flexible and adaptable with regards to shifts and support your team in rota cover particularly over busy periods such as Christmas and Easter

15. To adhere to all CUMBRIA HEALTH Policies and Procedures.

16. Participate and ensure own on-going development, maintaining compliance for mandatory training.

17. To meet the OOH Controller Competence Matrix within your induction period, these matrices will be reviewed in your annual 1-2-1s. The competency matrix will also be reviewed annually

18. Training can be given to enable the post holder to progress into District Nurse, Despatch, Virtual Reception or Daytime Controller shifts plus pick up a variety of additional duties you may be delegated this will require the completion of further competency matrices.

19. To maintain a high level of confidentiality and comply with the Data Protection Act. Be aware of the nature of information dealt with and work in a manner which ensures confidentiality and security at all times.

20. To carry out any other reasonable duties in departments/locations as and when required, subject to training and capabilities.

21.Undertake any other activities deemed appropriate and necessary by the organisation.

Person Specification

Experience

Essential

• Intermediate computer skills
• Experience of working with various I.T. systems
• Confidence in adapting to new systems

Desirable

• Previous experience working within the NHS
• Previous experience in a similar role

Qualifications

Essential

• GCSE English and Maths (or equivalent)

Desirable

• IT or system training qualifications
• NVQ Business Administration

Other requirements

Essential

• Willingness to undertake further training especially in the systems and services required for this role
• Desire to continue learning new skills

Personal Attributes

Essential

• Positive and good team player
• Confident
• Be able to manage and adapt to change
• Well organised with good time keeping
• Flexible with the ability to work at late notice and support your team
• Ability to build rapport and effective relationships at all levels
• Ability to step up in a busy and demanding environment

Skills and Aptitudes

Essential

• Excellent oral and written communication skills, including exceptional telephone manner
• Friendly, helpful and 'can do' approach
• Close attention to detail and ability to log information accurately and in a timely manner
• Excellent organisational skills
• Ability to use your own initiative to complete tasks requiring action without being asked
• Ability to problem solve
• Desire to continue learning
• Able to work under pressure and keep calm
• Able to maintain a high level of confidentiality

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Cumbria Health

Address

4 Wavell Drive

Rosehill Industrial Estate

Carlisle

Cumbria

CA1 2SE

Employer's website

https://cumbriahealth.co.uk/ (Opens in a new tab)