IEUC Controller

West Midlands Ambulance Service University NHS Foundation Trust

The closing date is 23 December 2024

Job summary

**INTERNAL ONLY VACANCY FOR WMAS STAFF**

An exciting opportunity has become available for a Controller to join the well established IEUC team at Tollgate EOC.

The successful applicant will be responsible for the effective management of ambulance resources, ensuring efficient planning and utilisation of these and other pathways of care, in response to emergency, urgent and routine incidents in order to meet Government Standards

Applicants must have successfully completed the in-house dispatcher, incident command and controller training and have a minimum of 2 years post training experience of working within an ambulance service or similar control type of environment

If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both

Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check. The cost of £55.76 for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.

Main duties of the job

West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed.

Each person plays a vital part to ensuring our organisation meets the differing needs of our communities ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities that it serves provide better patient care and we are therefore looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference to our patients.

We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and as part of our commitments to this we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please feel free to do so in your application. You can also contact the Recruitment Team via email at recruitment@wmas.nhs.uk if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process.

The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.

About us

We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.

We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.

Date posted

12 December 2024

Pay scheme

Agenda for change

Band

Band 6

Salary

£37,338 to £44,962 a year plus section 2 unsocial hours

Contract

Permanent

Working pattern

Full-time

Reference number

C9217-206-24-25

Job locations

Staffordshire HUB

Tollgate Drive, Tollgate

Staffordshire

ST16 3HS

Job description

Job responsibilities

Ensure swift activation of appropriate and sufficient ambulance resources in response to emergency calls, using thorough knowledge of procedures, standards, local geography, medical terminology together with fast and efficient use of computer aided dispatch and radio/telephone communications

Plan and prioritise the allocation of urgent and routine cases using sound judgement, taking into account time frames set by medical practitioners, patients condition, specialised treatment/equipment or vehicle requirements, ensuring the most efficient use of resources, including the cancellation and re-allocation of these resources when emergency situations arise.

Ensure optimum utilisation of resources by constant monitoring of vehicle movement using radio communications, computerised mapping systems and predictive analysis data, directing vehicles to stand-by points to provide maximum coverage of all areas

Facilitate requirements of air operations and the military for transportation of patients, equipment and personnel.

Communicate effectively at all levels whilst dealing with difficult situations using tact, diplomacy and understanding when liasing with patients, relatives, other healthcare professionals, other emergency services and departments within the organisation.

Give clear accurate information and instructions to staff ensuring established procedures are followed to maintain high standards of service and professionalism.

Successful previous completion of call assessing, dispatch and Incident Command training.

Receive and process all incoming calls from any other outside source.

Liaise with other emergency services, processing & informing them of appropriate 999 calls as necessary.

Receive and process all calls from all other ambulance service personnel.

Arrange GP visits on behalf of crews and patients i.e. passing confidential, sensitive patient details to appropriate surgeries, medical centres, health centres and GP deputising services.

Take details of & respond appropriate breakdown services to defective ambulance service vehicles.

Deal with hospital alert messages from crews i.e. Receiving complex messages about critical patients conditions from crews via radio transmission and telephone and passing them to appropriate hospital departments.

Operate permanent, back up & handheld radios, receiving and providing all forms of information from and to ambulance personnel, locally, regionally & nationally.

Participate in all related training to maintain and develop skill levels and professionalism. Including attending any prescribed residential or non-residential courses for both operational necessity and career development.

Support the Emergency Operations Centre Education and Development team in staff training and development.

Be responsible for the training of and actions of staff undertaking development to Controller position.

Remain calm and decisive, exercising good judgement in emergency situations, whilst working in a busy, noisy call centre, environment, under pressure from strict local and national deadlines and standards, managing a heavy workload and be able to change activity at the request of others without notice.

Identify and resolve the many problems that occur during each shift, being accountable for the decisions you make.

Identify and report to the Duty Officer any incidents, either actual, perceived or anticipated of unsatisfactory performance or cases where response will be outside standards set and provide recommendations to avoid their repetition.

Undertake the duties of Dispatcher as and when required i.e. answering emergency, urgent and routine calls, allocation of duties within the Emergency Operations Centre, organise meal breaks.

Initiate grievance or disciplinary procedures and conduct back to work interviews as required.

Participate in training, development and trials of new equipment and systems to maintain and improve skills and knowledge.

Attend all mandatory training, maintaining personal and professional development covering controller competencies.

Ensure the areas of the service within controllers responsibility and jurisdiction conform to West Midlands Ambulance Service Quality Procedures, Data Protection Act and Caldicott procedures.

Ensure that the requirements of the Health and Safety at Work Act are observed and that staff, carry out their individual responsibilities.

Be responsible for the safety and welfare of ambulance crews, ensuring scene safety, alerting appropriate supporting services, offering respite, counselling and subsequent referral following distressing incidents.

Allocate meal breaks to ambulance crew members

Allow time for each vehicle to be checked and restocked as required several times during each shift.

Upon the direction of the Duty Manager participate in the activation of Major Incident Procedures e.g. evacuation to and setting up of alternative control centre/or use of Command Vehicle in the event of fire, major systems failure, terrorist threat, chemical incidents or accidents involving large numbers of casualties, whilst maintaining an adequate level of emergency service.

Ability to use computerised and non-computerised back up procedures in the event of system failures where evacuation is not necessary), using white boards to plot vehicle movements, keeping accurate written records of cases, using mobile phones and hand held radios to communicate with crews and maintaining high levels of service with the Emergency Operations Centre.

Provide support to and cover of Duty Manager position.

Attend Coroners Court and Crown Court to testify on behalf of West Midlands Ambulance Service.