Job summary
Be responsible to the EMS Coordination Centre Shift Manager, for the efficient and effective allocation of resources to Emergency calls and Health Care Professional Calls during his/her period of duty.
Assist in the translation of strategic objectives and policy decisions into operational activity and provide feedback to ensure continuous quality improvement.
Ensure Trust performance meets the National Key Performance Indicators and identify losses in performance providing the reasons.
Manage issues and incidents out of hours and seek advice/guidance from the Operational on call managers as required.
There are permanent posts and secondment positions available.
If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.
Main duties of the job
The Welsh Ambulance Services NHS Trust is offering an exciting opportunity for you to join the EMS Coordination Centre Team as an Response Coordinator EMSC.
An alternating shift pattern will be worked which will include out of hours, bank holidays and weekend duties and averaging 37.5 hours per week.
Duties include:
- Supervising a Divisional desk ensuring compliance with relevant systems and procedures.
- Deploying and allocating appropriate resources to meet the demands on the Service.
- Ensuring so far as practicable that the road staff working under their direction are enabled to take meal breaks and finish their shift on time.
- Liaising with hospitals, other NHS organisations and blue light partners.
Applicants for the post must:
- Be a certified EMD - or if successful be willing to obtain this qualification within 6 months of appointment.
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 Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.
Careers within the Welsh Ambulance Services University 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.
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
- NVQ Level 3 in Relevant subject or equivalent relevant experience
- Experience of supervising people within a contact centre environment
- Awareness of EMSC SOPs and Trust Policies
- Certified MPDS EMD
Desirable
- Commitment to continuous professional development
- NVQ Level 4 in Call Centre
- JESIP Trained
- Understanding of change management and the impact that can have on individuals, the team, and an organisation.
- Willingness to work towards Grade 5 Root Cause Analysis training.
Experience
Essential
- Experience of supervising staff.
- Experience in Supporting Ambulance Emergency Contact Centre colleagues
- Ability to demonstrate a good working knowledge of response systems, staff management including rostering.
- Experience in Mentoring
- Experience monitoring service effectiveness
- Experienced in performance management, developing, and supporting staff.
- IT literacy
Desirable
- Acting to Shift Manager and or Response Coordinator.
- Experience working in a call centre environment
- Delivering organisational outcomes through internal and external engagement and participation
- Optimising performance of direct reports and others
- Delivering outcomes in line with the values and required behaviors of the organization.
- Analytical ability and problem solving
- Implementation of equal opportunities
Skills and Attributes
Essential
- High standards of personal professionalism
- Responsive professional and positive attitude and approach
- Excellent IT Skills
- Standard Keyboard Skills
- Able to work independently and as part of a team.
- Ability to work in a pressured environment, work under pressure and meet deadlines.
- Excellent communication, listening and interpersonal skills.
- Excellent written and verbal communication skills.
- Ability to work autonomously.
- Good leadership, coaching and motivational skills.
- Knowledge of management, quality systems and business continuity.
- Decision making capability.
- Planning and organisational skills
- Ability to manage change
- Ability to manage and support others during times of crisis.
Desirable
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh.
- Proven track record in achieving objectives.
- Ability to interpret statistical information.
- Research, evaluation and audit skills.
- Knowledge of analysing information in a meaningful manner in order to inform service provisions.
- Experience in report writing/presentations.
- Ability to speak Welsh.
- An understanding of how bereavement and stress affects individuals' behaviour.
Person Specification
Qualifications and Knowledge
Essential
- NVQ Level 3 in Relevant subject or equivalent relevant experience
- Experience of supervising people within a contact centre environment
- Awareness of EMSC SOPs and Trust Policies
- Certified MPDS EMD
Desirable
- Commitment to continuous professional development
- NVQ Level 4 in Call Centre
- JESIP Trained
- Understanding of change management and the impact that can have on individuals, the team, and an organisation.
- Willingness to work towards Grade 5 Root Cause Analysis training.
Experience
Essential
- Experience of supervising staff.
- Experience in Supporting Ambulance Emergency Contact Centre colleagues
- Ability to demonstrate a good working knowledge of response systems, staff management including rostering.
- Experience in Mentoring
- Experience monitoring service effectiveness
- Experienced in performance management, developing, and supporting staff.
- IT literacy
Desirable
- Acting to Shift Manager and or Response Coordinator.
- Experience working in a call centre environment
- Delivering organisational outcomes through internal and external engagement and participation
- Optimising performance of direct reports and others
- Delivering outcomes in line with the values and required behaviors of the organization.
- Analytical ability and problem solving
- Implementation of equal opportunities
Skills and Attributes
Essential
- High standards of personal professionalism
- Responsive professional and positive attitude and approach
- Excellent IT Skills
- Standard Keyboard Skills
- Able to work independently and as part of a team.
- Ability to work in a pressured environment, work under pressure and meet deadlines.
- Excellent communication, listening and interpersonal skills.
- Excellent written and verbal communication skills.
- Ability to work autonomously.
- Good leadership, coaching and motivational skills.
- Knowledge of management, quality systems and business continuity.
- Decision making capability.
- Planning and organisational skills
- Ability to manage change
- Ability to manage and support others during times of crisis.
Desirable
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh.
- Proven track record in achieving objectives.
- Ability to interpret statistical information.
- Research, evaluation and audit skills.
- Knowledge of analysing information in a meaningful manner in order to inform service provisions.
- Experience in report writing/presentations.
- Ability to speak Welsh.
- An understanding of how bereavement and stress affects individuals' behaviour.
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).
