Job summary
The Regional Operations Centre (ROC) started out life as a 24/7/365 Incident Coordination Centre (ICC) to support the NHS response to COVID-19, providing a single point of access for National and ICS teams to contact UEC, Planned Care, ICC and to request information and/or support within the region.
The Regional Operation Centre is now a permanent structure within the region, having expanded and refined the operational support and coordination it provides to a variety of operational challenges including COVID-19, the winter response, industrial action and other regional and national incidents.
As Operational Support Officer, the post holder will work as part of a dynamic team in delivering an effective service supporting programmes and directorates across the organisation. They will assist in the planning, organisation and management of support to systems by the team. This will include scheduling calls and meetings, supporting the development and issue of meeting agendas, minute and action taking for high level official sensitive meetings and updating central logs with progress status.
Main duties of the job
Acting as the single point of contact for incoming telephone calls, emails via the FreshService ticketing system and other communications into the ROC the post holder will ensure that information is triaged and forwarded to the relevant team for input. They must also be willing to challenge the originator if the information or request is unclear or ambiguous.
The post holderwill work closely with other teams within the ROC and provide business support as required.
It is essential that the post holder is flexible to be able to work within a 0800-1800 shift pattern, weekends and bank holidays on a shared rota basis due to the nature of a 7-day a week / 365 days a year incident response team and be available to work shifts at short notice in the event of a major incident (as late as 2200 hrs).
Please note in addition, the nature of the role requires in person working in the Regional Operations Centre, Victoria House, Fulbourn.
About us
The NHS England board have set out the top-level purpose for the new organisation to lead the NHS in England to deliver high-quality services for all, which will inform the detailed design work and we will achieve this purpose by:
- Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities.
- Making the NHS a great place to work, where our people can make a difference and achieve their potential.
- Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
- Optimising the use of digital technology, research, and innovation
- Delivering value for money.
If you would like to know more or require further information, please visithttps://www.england.nhs.uk/.
Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.
Job description
Job responsibilities
In particular the post holder will:
- Provide high quality project, service, initiative and administrative support including information and analysis.
- Undertake reporting and analysis of information to support delivery
The post holder is a key member of the team whose overarching goal is to enable, promote and support the effective use of data, information, knowledge and technology to improve, inform and support a portfolio of projects, services, and initiatives.
Our work around COVID19, EU Exit, Emergency Preparedness Resilience and Response (EPRR) and Urgent and Emergency Care (UEC) has highlighted a need to ensure we have sufficient staff across the organisation trained and able to assist with response to incidents within each area of the business.
Regional Operations Centre (ROC) environments:
A ROC can be pressurised but is also very rewarding in terms of opportunities to apply skills in a unique environment, using initiative to respond to unprecedented situations and work as part of a highly collaborative team.Regional Operations Centres operate a defined staffing structure from a specific location with fixed hours of operation.
Individuals are required to undertake roles defined by EPRR incident response or operational command and control scenarios.
Job description
Job responsibilities
In particular the post holder will:
- Provide high quality project, service, initiative and administrative support including information and analysis.
- Undertake reporting and analysis of information to support delivery
The post holder is a key member of the team whose overarching goal is to enable, promote and support the effective use of data, information, knowledge and technology to improve, inform and support a portfolio of projects, services, and initiatives.
Our work around COVID19, EU Exit, Emergency Preparedness Resilience and Response (EPRR) and Urgent and Emergency Care (UEC) has highlighted a need to ensure we have sufficient staff across the organisation trained and able to assist with response to incidents within each area of the business.
Regional Operations Centre (ROC) environments:
A ROC can be pressurised but is also very rewarding in terms of opportunities to apply skills in a unique environment, using initiative to respond to unprecedented situations and work as part of a highly collaborative team.Regional Operations Centres operate a defined staffing structure from a specific location with fixed hours of operation.
Individuals are required to undertake roles defined by EPRR incident response or operational command and control scenarios.
Person Specification
Qualifications
Essential
- Educated to NVQ Level 4 in a relevant subject or significant equivalent experience in a support desk/operations support role.
Knowledge, skills and experience
Essential
- Knowledge of administrative procedures, project management and information analysis, including minute taking, action log recording and loggist experience for high level official sensitive meetings.
- An ability to maintain confidentiality and handle sensitive information, and an awareness of information governance requirements and data protection, including being a Records and Information Coordinator (RIMC).
- An extensive understanding of the FreshService incident management and ticketing system or equivalent.
Other
Essential
- Ability to travel to and work from the Regional Operations Centre, Victoria House, Fulbourn and the flexibility to work weekends and bank holidays on a shared rota basis due to the nature of a 7-day a week / 365 days a year service provision.
Person Specification
Qualifications
Essential
- Educated to NVQ Level 4 in a relevant subject or significant equivalent experience in a support desk/operations support role.
Knowledge, skills and experience
Essential
- Knowledge of administrative procedures, project management and information analysis, including minute taking, action log recording and loggist experience for high level official sensitive meetings.
- An ability to maintain confidentiality and handle sensitive information, and an awareness of information governance requirements and data protection, including being a Records and Information Coordinator (RIMC).
- An extensive understanding of the FreshService incident management and ticketing system or equivalent.
Other
Essential
- Ability to travel to and work from the Regional Operations Centre, Victoria House, Fulbourn and the flexibility to work weekends and bank holidays on a shared rota basis due to the nature of a 7-day a week / 365 days a year service provision.
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.
