Job summary
We are looking to appoint an enthusiastic and highly motivated Manager who will be responsible for the operational leadership and supervision of all team members within EMSC being EMSC Shift Managers, EMS Response Coordinators, EMS Support Coordinators, EMS Call Supervisors, Senior EMDs, and EMDs', on a 24-hour rostered rotational basis, covering the whole of Wales whilst on duty.
This role is a national role and covers the whole of Wales, accountable and responsible for service delivery, ensuring high level of patient care and patient safety in all the EMSC centres.
Main duties of the job
Working collaboratively with their respective Service Manager, Locality Manager and EMSC Shift Managers, the principal role of the Operations Manager is the operational leadership of a defined area.
The Operations Manager will work to their respective scope of practice. Operational management will be spent supporting the Locality Manager in ensuring the continuous provision of a safe and effective service.
As an operational commander the role that the post holder will be expected to do is to communicate highly complex information internally within own staff groups and the National Delivery Manager within the ODU, and across other partner agencies from the Emergency Control Centre (ECC). This is done in challenging and difficult situations at times.
Ensure the delivery of excellent patient care through the continuous review of their team's key operational performance indicators.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from BME communities and disability groups.
Careers within the Welsh Ambulance Services NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.
All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English
Applicants are advised to apply early as we reserve the right to close a vacancy prior to the closing date if a high number of applications have been received.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Qualifications and Knowledge
Essential
- A degree level of education, or equivalent demonstrable experience
- Highly specialist knowledge of managing a contact centre
- ILM Level 4 in Leadership and Management and willingness to undertake ILM 5 within an agreed timeframe.
- JESIP trained, or able to complete JESIP training which can be provided
- Prioritising conflicting demands and often unpredictable work patterns
- Ability to demonstrate visible leadership in challenging and stressful situations
- Investigation and report writing skills
- Demonstrating continuous personal development including leadership and change management
- Effective and sensitive communications skills
- Ability to adapt tactical actions into operational delivery.
- Organisational Operational Commander course acquired and updated within 3 years
- Detailed knowledge and experience of managing capacity, demand and activity
- Experience of budget management
Desirable
- Presenting complex, sensitive, or contentious information to internal and external groups
Experience
Essential
- Relationship management with key stakeholders in the EMSC and operational setting to support corporate aims and objectives.
- Experience of managing and influencing people
- Experience of working with a diverse range of stakeholders
- Experience of leadership of high performing teams
- Experience in undertaking investigations
- Experience of working in a demanding and fast-moving environments
- Experience of developing tactical working plan to meet strategic objectives
Desirable
- Persuading, influencing, and negotiating with staff in time critical circumstances
- Command experience
Skills and Attributes
Essential
- Demonstrating role model leadership behaviours and adapting styles to match situations and audiences
- Ability to consider, decipher and interpret multiple sources of information in real time to make informed judgements and decisions without reference to others
- Ability to assertively communicate, state and maintain an organizational position to ensure organizational needs are achieved
- Ability to demonstrate mental agility and decisiveness in rapidly changing environments
- Being accountable for results and actions and in turn, holding others to account
- Leading, inspiring, motivating, developing, and managing staff during intense operational pressure, critical operational incident and distressing emotional circumstances
- Communicating (orally and in writing), adapting the styles and messages to match the situations and audiences including delivering difficult information and at times, in distressing or emotional situations
- Initiating, building, and maintaining relationships with internal and external key stakeholders; developing partnerships and cooperative working
- A drive to achieve and lead a team to be successful and engaged
- Diplomatic, confidential, and assertive
- Willingness to take personal responsibility for the success of the role
- Ability to recognise and support staff suffering from emotional trauma, whilst recognising own limits and when to ask for help
- Ability to persuade and influence
Desirable
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh.
- Trust Behaviours and Values
Person Specification
Qualifications and Knowledge
Essential
- A degree level of education, or equivalent demonstrable experience
- Highly specialist knowledge of managing a contact centre
- ILM Level 4 in Leadership and Management and willingness to undertake ILM 5 within an agreed timeframe.
- JESIP trained, or able to complete JESIP training which can be provided
- Prioritising conflicting demands and often unpredictable work patterns
- Ability to demonstrate visible leadership in challenging and stressful situations
- Investigation and report writing skills
- Demonstrating continuous personal development including leadership and change management
- Effective and sensitive communications skills
- Ability to adapt tactical actions into operational delivery.
- Organisational Operational Commander course acquired and updated within 3 years
- Detailed knowledge and experience of managing capacity, demand and activity
- Experience of budget management
Desirable
- Presenting complex, sensitive, or contentious information to internal and external groups
Experience
Essential
- Relationship management with key stakeholders in the EMSC and operational setting to support corporate aims and objectives.
- Experience of managing and influencing people
- Experience of working with a diverse range of stakeholders
- Experience of leadership of high performing teams
- Experience in undertaking investigations
- Experience of working in a demanding and fast-moving environments
- Experience of developing tactical working plan to meet strategic objectives
Desirable
- Persuading, influencing, and negotiating with staff in time critical circumstances
- Command experience
Skills and Attributes
Essential
- Demonstrating role model leadership behaviours and adapting styles to match situations and audiences
- Ability to consider, decipher and interpret multiple sources of information in real time to make informed judgements and decisions without reference to others
- Ability to assertively communicate, state and maintain an organizational position to ensure organizational needs are achieved
- Ability to demonstrate mental agility and decisiveness in rapidly changing environments
- Being accountable for results and actions and in turn, holding others to account
- Leading, inspiring, motivating, developing, and managing staff during intense operational pressure, critical operational incident and distressing emotional circumstances
- Communicating (orally and in writing), adapting the styles and messages to match the situations and audiences including delivering difficult information and at times, in distressing or emotional situations
- Initiating, building, and maintaining relationships with internal and external key stakeholders; developing partnerships and cooperative working
- A drive to achieve and lead a team to be successful and engaged
- Diplomatic, confidential, and assertive
- Willingness to take personal responsibility for the success of the role
- Ability to recognise and support staff suffering from emotional trauma, whilst recognising own limits and when to ask for help
- Ability to persuade and influence
Desirable
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh.
- Trust Behaviours and Values
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
