South Western Ambulance Service NHS Foundation Trust

Service Delivery Officer

Information:

This job is now closed

Job summary

The Service Delivery Officer plays a key role in the delivery of performance and has oversite of the functions within the Operations Delivery Centre. The Service Delivery Officer will have oversight of key Trust performance and delivery metrics, reporting to the Trust Incident Manager.

The Service Delivery Officer will oversee and manage the workloads of the Patient Flow Coordinators, Community Response Coordinators, and Operations Support Advisors. They will need to demonstrate excellent leadership to these key roles and support individuals as required.

The Service Delivery Officer will work closely with the Trust Incident Manager and will take an active command role when necessary.

Key Relationships

  • Trust Incident Managers
  • Patient Flow Coordinators
  • Operations Support Coordinators
  • Community Response Coordinators
  • Trust Duty Commanders
  • EOC Dispatch Team Leaders
  • Hospital Ambulance Liaison Offices
  • Clinical Team Leaders.
  • EOC Duty Officers
  • EOC Senior Leadership Team

Main duties of the job

The Service Delivery Officer will be responsible for the day-to-day management and supervisory support of the Patient Flow Coordinators and Operations Support Advisors and Community Response They will work alongside the Trust Incident Manager and oversee the day to day running of the Delivery Cell.

The Service Delivery Officer will be expected to make prompt contact with external stakeholders to identify the reasons for any barriers to service delivery, and facilitate any additional support required

The Service Delivery Officer will be in regular contact with Trust Commanders and Hospital Ambulance Liaison Officers (HALOs) to ensure shared situational awareness of hospital delays. They will collate this information and develop operational plans and ensure that they are visible to the Trust Incident Manager, Emergency Operations Centre (EOC) Duty Officers and relevant Trust Commanders and provide full briefings on key issues requiring Tactical oversight.

The Service Delivery Officer will have a detailed focus on resource availability and seek to maximise the allocation of resources to uphold the principle that no patient should wait unnecessary for an ambulance and will provide challenge when appropriate to do so.

The Service Delivery Officer will be representing the Trust, it's policy and direction to a wide-ranging external audience and must always present and act in accordance with Trust values.

About us

At South Western Ambulance Service NHS Foundation Trust (SWASFT) we have a culture where everyone is valued for being themselves. Our aim is to work together to promote the most inclusive environment possible, which attracts people from the widest range of backgrounds and experiences to enrich the work that we do together, for the benefit of all of our employees, our patients and the communities we serve. We offer flexible working opportunities, inclusive policies and a range of feedback mechanisms to support individuals and to enable a positive, welcoming environment where our people and their careers can thrive in.

We employ over 5,000 employees mainly clinical, operational and emergency response staff as well as supporting roles. We also employ Doctors and volunteers which include community first responders and fire co-responders.

We take all the steps needed to provide the most compassionate patient care possible whilst also providing an enjoyable and safe place to work. We actively promote a positive set of behaviours as being key to our performance both individually and collectively. Our recruitment, selection and screening processes are designed to uphold these standards and we invite all our candidates to actively share with us through these processes how they will bring these behaviours to life.

Details

Date posted

18 July 2023

Pay scheme

Agenda for change

Band

Band 6

Salary

£35,392 to £42,618 a year per annum/pro rata

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

202-5470405

Job locations

Emergency Operations Centre - Exeter

Eagle Way

Exeter

EX2 7HY


Job description

Job responsibilities

For further information about this role please see attached the job description and person specification attached.

Job description

Job responsibilities

For further information about this role please see attached the job description and person specification attached.

Person Specification

Education and qualifications

Essential

  • Educated to degree level or relevant equivalent experience
  • Hold a Full UK Driving Licence
  • Supervisory and leadership experience
  • Previous mentoring experience

Desirable

  • Relevant Leadership or Management qualification
  • Recognised mentorship qualification.

Previous experience (Paid/Unpaid relevant to job)

Essential

  • Demonstrable experience gained within an emergency service
  • Knowledge of SWASFT working practices
  • Experienced Leader, able to supervise, instruct and develop staff within the Delivery Cell.
  • Experience in managing rota compliance (particularly short notice absences) and managing sickness as per policy.
  • Experience in providing welfare support.
  • Experience in command and managing incidents of note.
  • Experience of managing OSD, Specialist Assets, including community responders HART and HEMS.
  • Experience in the development of Trust policy Experience representing the Trust with key external stakeholders.
  • Ability to attend hospital, to provide education to operational staff, hospital staff, and be exposed to patients some who might be experiencing distress or serious illness.

Desirable

  • Emergency Control Room Leadership experience
Person Specification

Education and qualifications

Essential

  • Educated to degree level or relevant equivalent experience
  • Hold a Full UK Driving Licence
  • Supervisory and leadership experience
  • Previous mentoring experience

Desirable

  • Relevant Leadership or Management qualification
  • Recognised mentorship qualification.

Previous experience (Paid/Unpaid relevant to job)

Essential

  • Demonstrable experience gained within an emergency service
  • Knowledge of SWASFT working practices
  • Experienced Leader, able to supervise, instruct and develop staff within the Delivery Cell.
  • Experience in managing rota compliance (particularly short notice absences) and managing sickness as per policy.
  • Experience in providing welfare support.
  • Experience in command and managing incidents of note.
  • Experience of managing OSD, Specialist Assets, including community responders HART and HEMS.
  • Experience in the development of Trust policy Experience representing the Trust with key external stakeholders.
  • Ability to attend hospital, to provide education to operational staff, hospital staff, and be exposed to patients some who might be experiencing distress or serious illness.

Desirable

  • Emergency Control Room Leadership experience

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.

Certificate of Sponsorship

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.

Certificate of Sponsorship

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).

Employer details

Employer name

South Western Ambulance Service NHS Foundation Trust

Address

Emergency Operations Centre - Exeter

Eagle Way

Exeter

EX2 7HY


Employer's website

https://www.swast.nhs.uk (Opens in a new tab)

Employer details

Employer name

South Western Ambulance Service NHS Foundation Trust

Address

Emergency Operations Centre - Exeter

Eagle Way

Exeter

EX2 7HY


Employer's website

https://www.swast.nhs.uk (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Head of the Delivery Cell

Nick Metcalfe

nick.metcalfe@swast.nhs.uk

Details

Date posted

18 July 2023

Pay scheme

Agenda for change

Band

Band 6

Salary

£35,392 to £42,618 a year per annum/pro rata

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

202-5470405

Job locations

Emergency Operations Centre - Exeter

Eagle Way

Exeter

EX2 7HY


Supporting documents

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