Site Support and Transport Officer

Job description

Job responsibilities

As Transport Officer

• Lead the implementation, operational oversight and strategic development of NEPTS across the Trust. Exercise autonomy to resolve service disruptions, negotiate with multiple providers and ensure compliance with national frameworks and Trust standards.

Provide expert advice and operational leadership. Independently train, mentor and assess staff, ensuring adherence to national standards and Trust frameworks. Act as the escalation point for complex cases and system errors requiring professional judgement.

• Actively participate in the development, review and implementation of Trust-wide NEPTS policies and SOPs. Influence policy decisions, ensuring they reflect national requirements and are embedded into daily operational practice.

Independently lead internal transport operations, applying critical thinking to resolve complex, high-risk issues. Maintain effective communication across all levels of the Trust and external partners to ensure safe patient flow and continuous service improvement.

Lead the monitoring and interpretation of complex data. Independently investigate complaints, incidents and system errors, producing detailed reports with recommendations. Act on findings to implement service improvements and mitigate future risks.

Coordinate daily huddles with CSNPs, HALOs, the Discharge Team and other key stakeholder exercising authority to prioritise and allocate resources. Provide real-time advice and direction to stakeholders to resolve immediate operational challenges.

Critically assess and approve transport booking, applying NEPTS eligibility criteria and professional judgement. Escalate and resolve disputes or exceptional cases independently, ensuring appropriate, patient-centred outcomes.

Independently assess patients, authorise and monitor private transport use, applying cost-control measures and auditing processes. Ensure decisions are evidence-based, financially responsible and aligned with patient safety and Trust governance.

Be an active representative for patient transport at internal and external forums, advising key stakeholders and influencing system-wide decisions.

Collaboratively manage initiatives, applying critical thinking to design, implement and evaluate service improvements. Ensure outcomes contribute directly to the Trusts transformation agenda.

Act as mentor and coach, fostering a culture of accountability, innovation and continuous improvement with ward and departmental teams with regards to patient transport service.

Collaboratively support relationship management with external providers, holding them to account for contract compliance, service quality and cost-efficiency. Escalate and resolve disputes where necessary.

As Site Team Support (Repatriation and Admin) secondary role

Work in accordance with the Trusts Standards of Practice and uphold Trusts values

Must be based in the control room to ensure continuous access to essential systems, actively and effectively support in monitoring real-time data and performance metrics and collaboratively support to oversee patient flow.

Proactively identify, investigate and independently resolve issues with collaboration ith the CSNP Team. Escalate only those requiring critical intervention, ensuring flow is maintained without unnecessary delay.

Proactively communicate and liaise with CSNP/CSM at Ashford Hospital regarding capacity management.

Independently analyse and document performance reports on a daily basis, updating key performance indicators for Trust capacity and flow reporting.

Independently coordinate complex repatriations with other NHS Trust and private providers, resolving disputes, negotiating arrangements and ensuring timely transfers in line with policy and patient need.

Act as main point of contact for patients, families and clinicians during repatriations. Exercise professional judgement and empathy to resolve conflicts and ensure safe, dignified transfers.

Analyse, interpret and be able to present performance data. Use findings to make recommendations to senior managers and influence operational and strategic decisions.

Effective and proactive liaison with the EPPR team.

Independently maintain an accurate record of Trust capacity by effectively reviewing daily action logs, completed flow sheets and ensuring efficient archiving.

Provide professional guidance to ward staff, assessing patients mobility and suitability for transfer. Ensure safe and efficient use of the Discharge Lounge, applying independent decision-making where risks or concerns arise.

Independenty collate and manage the mental health flashcards from all divisions for submission to relevant internal and external teams, supporting accurate oversight of mental health patients within the organisation.

Collboratively work with key stakeholders to be able to effectively manage capacity board information, ensuring that messages are relayed accurately and appropriate action is taken, supporting with following up issues were necessary.

Ensure any confidential documentation is treated in accordance with information governance guidelines.

Ensure accuracy and integrity of data entered into Trust systems. Lead ad hoc audits and investigations, identifying trends and recommending service improvements.

Take professional accountability for the integrity, accuracy, and confidentiality of system-level data. Independently validate and update daily boards, ensuring compliance with information governance and providing assurance for decision-making at site level.

Provide clear, authoritative, and professional communication with wards and departments, offering expert advice and resolving complex queries to support patient flow and service delivery.

Oversee operational resources for the Clinical Site Team, ensuring that essential systems, documentation tools and supplies are managed effectively to support critical decision-making and service continuity.

Consistently demonstrate professional leadership, upholding high standards of conduct, accountability, and role-modelling behaviour.

Exercise autonomy in managing workload, prioritising effectively in a dynamic environment. Take responsibility for professional development, mandatory training and applying new knowledge to practice.

Act as a senior point of contact for enquiries, applying professional judgement to resolve issues independently and initiating appropriate action without unnecessary escalation.

• Take responsibility for safeguarding sensitive patient information, ensuring adherence to Trust data protection, confidentiality policies and governance frameworks.

Provide advice and assurance to colleagues on best practice.

Person Specification

Qualification and Further Training

Essential

• Post-graduate qualification in Transport Management, masters or equivalent qualification.
• Advanced keyboard skills to RSA level 2/3 or equivalent experience.

Desirable

• PRINCE 2 Foundation and Practitioner certification or equivalent project management course

Experience

Essential

• Proven ability to lead and embed system or process changes, delivering measurable improvements in patient flow, safety or operational efficiency.
• Demonstrated experience of building and leading effective partnerships across multi-professional teams, promoting collaboration and joint ownership of service improvements.
• Advanced knowledge of Microsoft office software, particularly databases, Excel & PowerPoint.
• Skilled in using Cerner, eRS, DATIX, and other clinical/operational systems to support patient flow, monitor safety, and drive service improvement.

Desirable

• Demonstrated ability to lead and implement complex change initiatives, delivering measurable improvements in service quality, efficiency, or patient outcomes.
• Knowledge of Trust wide and Transport Providers Health and Safety polices and requirements

Skills and Other other requirements

Essential

• Excellent communication skills both written and oral including the ability to liaise and negotiate.
• Strong time management skills, with the ability to prioritise and balance competing demands in a fast-paced environment.

Desirable

• Expert knowledge of NEPTS contracts and ability to negotiate effectively with service providers.

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

Ashford & St. Peter's Hospitals NHS Foundation Trust

Address

St. Peter's Hospital

Guildford Road

Chertsey

KT16 0PZ

Employer's website

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