PTS Ambulance Dispatcher - Sussex

South Central Ambulance Service NHS Foundation Trust

This job is now closed

Job summary

PTS Contact Centre Dispatcher

Non-Emergency Patient Transport are currently recruiting for a Dispatcher for our Sussex based team. This role would suit you if you have experience of working in a customer focused environment, awareness of equality and diversity in the working environment and the surrounding community, good geographical and logistical knowledge of the operational areas of Surrey, Sussex, Hampshire and Thames Valley and day to day experience of using the full range of Microsoft Office applications.

Positions are available at our Contact Centre in Eastbourne.

You will need to be able to commit to a full-time training course if successful for the role. You will need to be available to commit to working on a tumbling rota with the longest shift being 10 hrs. The office is open 7 days a week Monday-Saturday, 6am-midnight, Sunday and Bank holidays 7am-11pm.

Main duties of the job

As a Dispatcher, you will be assisting the Non-Emergency Patient Transport service (NEPTS) in providing a vital service to our patients by efficiently allocating patient transport vehicles to patients according to geographical area, mobility, and travel requirements. These can vary from mobile patients who can travel with minimal assistance, to complex patients who require multiple resources or specialist equipment. A Dispatcher will ensure that SCAS NEPTS can deliver the requested patient journeys with the assistance of our automated systems. You will be used to working in a target orientated environment and will thrive on working in a faced paced environment receiving a high number of varied and challenging queries per shift and are confidant in problem solving.

You will be considered for the role if you have the following abilities / attributes:

Geographical Knowledge of the contract area (Thames Valley, Hampshire, Surrey and Sussex)
The ability to problem solve
The ability to follow Standard Operating Procedures
Excellent communication skills, you will be liaising with various Health Service Colleagues, Volunteer Car Drivers and Providers acting on behalf of SCAS.
To remain calm whilst working under pressure
A flexible approach to work
There will be an initial two-week training course covering 37.5 hours per week and you should be available to attend this.

About us

About us .....

South Central Ambulance Service (SCAS) and our Non-Emergency Patient Transport Service (NEPTS) is a progressive, innovative and caring NHS Trust. Non-Emergency Patient Transport Services cover Hampshire, Sussex, Surrey and Thames Valley area and complete circa 3000 journeys per day.

We can offer you ......

Access to continual professional development
Access to apply for other educational qualifications
Occupational Health support
NHS discounts with your staff card

If you demonstrate that you have the qualities and the experience that we are looking for, then you will be shortlisted to attend an interview virtually via Microsoft Teams.

Successful candidates will be notified following interview and any offer is conditional on completing pre-employment checks; occupational health medical, DBS checks and employment referencing.

Please note that the closing date given is a guide. We reserve the right to close this vacancy when we have received sufficient applications, so we advise you to submit your application as early as possible to prevent disappointment. Only those candidates who clearly demonstrate how they meet the person specification will be short listed for this role.

*Please note the top salary has been calculated based on the current average percentages paid includes any applicable high cost area and unsocial hours allowance.

Date posted

05 January 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£22,816 to £24,336 a year Pro rata, per annum (see salary notes in main advert text)

Contract

Permanent

Working pattern

Full-time

Reference number

195-24-PTSDP-SX-PR

Job locations

Pacific House

Eastbourne

BN23 6FA

Job description

Job responsibilities

MAIN DUTIES AND RESPONSIBILITIES:1. To prioritise / deploy and dispatch journeys to operational resources toensure that Patient appointment times are met throughout the course of the shift, considering the use of both internal and external resources asappropriate and necessary.

2. Liaise with the NEPTS Call Handlers with regard to patients conditions,mobility, appointments, collection / destination addresses and ready times

3. To utilise the mapping and two-way data functionality of the live datacapture system to ensure efficient utilisation of operational resources,minimising delays and downtime.

4. To manage/monitor the daily patient activity utilising the Trusts PatientTransport Information System, in particular patient appointment/dischargetimes, mobility, medical conditions, care packages and locations /destinations of patients and vehicles.

5. To use the Trusts radio communication system in an appropriate andprofessional manner in accordance with Trust Policies and StandardOperating Procedures

6. To respond to changes within the Patient Transport Service as requested in order to meet the requirements of the Customer and its commissioners.

7. To undertake to be the first point of contact in liaison with the customer,members of the public, patients and/or relatives that may contact the NEPTS Contact Centre out of core hours.

8. Liaise with Vehicle and Equipment Unit with reference to vehicle breakdown / faults of the NEPTS vehicles or contact the on call services in the case of vehicle breakdown.

9. To answer all telephones lines in a professional and courteous manner asper training received and any associated call scripts as per the agreedStandard Operating Procedures

10. To participate in any conference call as required for the relevant area ofresponsibility and acting accordingly upon the information received andgiven.

11. To ensure that all crews have logged on and received all planned work.

12. To produce reports as/ when required by the Contact Centre Manager

13. To undertake any other responsible duties as required / directed by theContact Centre Manager or the Locality manager (CC)

14. To participate as required in the Trusts response to Major Incidents as per agreed protocols.

15. The post holder must adhere to the Trusts Policies and Procedures.

16. To undertake any training as deemed necessary by the Trust. This relates to internal and external training and may involve residential attendance.

17. To actively participate in Team Meetings, suggesting where appropriate any changes to existing working practices in order to promote service delivery

18. To participate in the Appraisal System to culminate in a PersonalDevelopment Plan in accordance with the Trusts Policies and Procedures

19. To ensure that customers and patients are contacted regarding theirtransport requirements, advising of any inability to meet these requirements and advise of any other options as soon as it is apparent that any genuine commitments cannot be met.

20. To refer any matters outside area of responsibility to either a LeadDispatcher, Team Leader or Contact Centre Manager, Team Leader(NEPTS) or Senior Operations Manager.

21. To participate in conjunction with the Trusts commissioners in any initiatives that aim to improve service delivery

22. To promote and enhance the image of the Trust at all times in accordance with Trust work rules, promoting good relations with the public, patients and other health care professional through effective and communication skills and a polite and professional manner.

23. To participate in any audits or surveys that may be required by the Trust or its commissioners

24. To ensure you remain up to date with all dispatch protocols checking the standard operation procedures and regular updates.

25. To undertake occasional planning duties as and when required by theContact Centre Manager or Locality manager

There is more information available on the attached job description and person specification. To be successful at shortlisting, you will need to CLEARLY state how you meet all of the essential criteria.