East of England Ambulance Service

EOC Quality Assurer

This job is now closed

Job summary

The Trust is looking to recruit five EOC Quality Assurers , who will be responsible for the undertaking of quality assurance activities of the clinical triage system within the EOCs. This includes performing case reviews and evaluations of EOC activities. They will work within a team to ensure that the required number of reviews are completed in a consistent manner and provide constructive feedback to EOC staff.

One position will be permanent and four positions will be twelve month secondments.

They will be based at Bedford (one position) and Norwich (four positions) and will have the opportunity to work full time, part-time or dual-role hours (with a minimum of 18:45 hours or 0.5 WTE a week)

Main duties of the job

Do you want to make a difference to our EMDs? Do you enjoy sharing knowledge and helping staff develop their skills?

The Trust is looking to recruit five full time EOC Quality Assurers who will be responsible for undertaking quality assurance activities of the systems within the EOCs.

The role will include:

Performing case reviews using the licenced software and Trust systems, in line with the IAED Performance Standards
Auditing call handlers use of EOC instructions and standard operating procedures
Providing feedback both in written format and verbally
Undertaking 121s and Reflective Practice with call handlers
Producing and sharing incident performance reports
Keeping performance records and trackers updated accurately
Working to support the EOC at times of high demand

You will be working under the supervision of the Quality Assurance Lead and jointly responsible for reviewing 1% of all emergency calls to ensure that call handlers are compliant with the systems used by EOC to a high standard.

The successful candidate will be able to demonstrate that they have:

Excellent knowledge of the Medical Priority Dispatch System
Experience of mentoring staff and delivering feedback
Good use of IT systems
Excellent knowledge of EOC Instructions and Standard Operating Procedures for call handlers
Excellent listening and communication skills

Please make sure that all essential criteria shown in the job specification is outlined within your application - Good Luck!

About us

You will report to either the EOC Quality Assurance Lead or Quality Improvement Lead, and the EOC Quality Assurance Manager, and work alongside the other EOC Quality Assurers.

Date posted

21 November 2023

Pay scheme

Agenda for change

Band

Band 4

Salary

£25,147 to £27,596 a year per annum

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

247-EOCQUAS-1123-C

Job locations

Regional (Bedford and Norwich)

Regional

NR65NA

Job description

Job responsibilities

Objectively and consistently measure system performance through case review of 999 calls
Use listening skills to review 999 calls and other aspects of the clinical triage system to evaluate staff performance to the required standards
Provide both written and verbal feedback which is constructive and focuses on promoting strengths
To produce performance reports and maintain accurate staff records
Supporting staff through 1:1 feedback and Reflective Practice
Working to support the EOC at times of high demand

Job description

Job responsibilities

Objectively and consistently measure system performance through case review of 999 calls
Use listening skills to review 999 calls and other aspects of the clinical triage system to evaluate staff performance to the required standards
Provide both written and verbal feedback which is constructive and focuses on promoting strengths
To produce performance reports and maintain accurate staff records
Supporting staff through 1:1 feedback and Reflective Practice
Working to support the EOC at times of high demand

Person Specification

Education / Qualifications

Essential

3 GCSEs grade C or above or equivalent
MPDS certified (current or achieved within 3 months of appointment)
EMD-Q certified (current or achieved within 3 months of appointment)

Skills and Competencies

Essential

Excellent verbal and written communication skills
Planning, prioritising and workload management
Display patience and calmness in feedback and coaching situations, modifying, and adapting methods of communication as required
Proven ability to work independently with own initiative and as part of a team

Knowledge and Experience

Essential

Evidence of ability to deliver objective and effective feedback
Awareness of quality issues

Personal Attributes

Essential

Commitment to continuing professional development
Able to be flexible to meet the demands of the current training needs

Other

Essential

Able to travel to all EOC sites

Person Specification

Education / Qualifications

Essential

3 GCSEs grade C or above or equivalent
MPDS certified (current or achieved within 3 months of appointment)
EMD-Q certified (current or achieved within 3 months of appointment)

Skills and Competencies

Essential

Excellent verbal and written communication skills
Planning, prioritising and workload management
Display patience and calmness in feedback and coaching situations, modifying, and adapting methods of communication as required
Proven ability to work independently with own initiative and as part of a team

Knowledge and Experience

Essential

Evidence of ability to deliver objective and effective feedback
Awareness of quality issues

Personal Attributes

Essential

Commitment to continuing professional development
Able to be flexible to meet the demands of the current training needs

Other

Essential

Able to travel to all EOC sites

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.

Employer details

Employer name

East of England Ambulance Service

Address

Regional (Bedford and Norwich)

Regional

NR65NA

Employer's website

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

Employer details

Employer name

East of England Ambulance Service

Address

Regional (Bedford and Norwich)

Regional

NR65NA

Employer's website

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