NHS 111 / 0300 Operational Manager

Job description

Job responsibilities

Duties and Responsibilities

To provide compassionate, effective, and visible leadership to the 111 / 0300 team.

Working with the 111/ 0300 People Manager to ensure good people management practices and that effective & supportive team-working is felt across the 111 / 0300.

To role model a learning and coaching culture based on openness, learning and continuous improvement that supports continuing personal development.

To support staff members to take personal responsibility and ensure they have the necessary autonomy to deliver excellent healthcare services in a busy high-pressure environment.

To be operationally responsible for 111 / 0300 service delivery.

To be part of a network of staff providing senior management on call cover in the out of hours period on a rotational basis.

To work with the Virtual Care Lead, Operational Specialists, and the rota team to ensure that the 111 / 0300 service meets (as a minimum) national standards, contractual obligations and KPIs, and where this is not achieved plans are created, actioned and monitored to ensure compliance.

To work alongside the Virtual Care Lead and Place Based Care colleagues to ensure that where commissioned services span both Business Units that delivery is seamless and supportive of each other, and patient journeys are safe, quick and cost effective.

To manage the competing requirements and expectations of services commissioned in a variety of ways, by differing organisations, in an operationally effective, safe and reliable manner.

To ensure staff planning and rotas are based on good capacity and demand planning processes; consideration is given to complexities such as seasonality, historical data, skill mix, weather forecasts, training requirements, staff turnover etc.

To work with the Business Intelligence Team to develop (and use) operational dashboards that can be used to understand the operational activity of the department, that aids operational management and planning.

To work with the Business Intelligence Team to ensure KPI and Quality data and reports are produced on time and are an accurate reflection of the work undertaken.

To continually assess our service, working with Business Unit leads and Clinical Leadership to ensure we are developing the service offer to meet the needs of the health economies we serve and to identify areas of opportunity to further develop or grow our service portfolio or commissioner base.

To ensure we can evidence the positive impact, clinical and non-clinical of the work we do.

To contribute operational expertise and service knowledge to the development of organisational transformation.

To work with the Quality and Risk Team to ensure compliance is championed throughout your team i.e. Data Security/Health and Safety.

Working with the Virtual Care Lead, the Chief Futurist and Clinical Heads of to continually develop our service offer; ensuring patient journeys are continually enhanced, operational efficiencies gained, or clinical quality is improved through technological, operational, or human improvement.

To work with the Futures Team and other members of the Virtual Care team to implement new technologies or processes, supporting the roll out and mobilisation phase of projects or new business, supporting a smooth transition to business as usual.

To establish and maintain strong links with wider health and social care communities through securing their active involvement in the effective delivery of our services, including (but not exclusive) ICB, NWAS, YAS, UCR teams, EDs, SDEC, tertiary centres, PCNs etc

To be an active participant in health and social care system management, ensuring we are able to react and help meet the needs of each system we work in; ensuring we maintain our reliable deliverers of care reputation.

To be responsible for managing the department budget in conjunction with the Virtual Care Lead.

To contribute operational knowledge and expertise in the development of annual budgets.

To have the ability to flex with an emergent corporate strategy that will constantly be influenced by external factors and political changes.

The above list of duties and responsibilities is not intended to be fully comprehensive and may be amended to take account of changing circumstances or requirements following consultation with the post holder.

Education And In Service Training

Be fully conversant in all the clinical computer systems used within FCMS

Attend relevant study/induction days, seminars, courses etc, for individual development and for the benefit of the service.

Where necessary relevant training in the operation of new or unfamiliar equipment, software or procedures will be provided or arranged.

Confidentiality

In the course of your duties, you may have access to confidential information about patients, staff or health service business. On no account must such information be divulged to anyone who is not authorised to receive it. Confidentiality of information must be preserved at all times whether at or away from work. FCMS has in place a Whistle-blowers Policy for staff wishing to express concerns.

Data Protection Act, 2018

Carry out any requirements within the duties applicable to the Data Protection Act, 2018.

Health And Safety At Work Act, 1974

Observe all responsibilities and carry out all duties, whether general to all employees or specific to the post, relating to Health and Safety in accordance with the Practice and Departmental Safety Policies and any statutory requirements.

Clinical & Corporate Governance/Quality Assurance

All employees are expected to comply with the clinical and corporate governance arrangements of FCMS. Every employee is personally responsible for the quality of the work, and standard of care, which they individually provide. It is their duty to seek to attain the highest standards achievable both individually and collectively within their knowledge, skills and resources available to them.

Outside Employment/Outside Interests

If you have other work or outside interests, this must not conflict with your duties and responsibilities of your attendance for work as an employee of the Practice.

Working Time Directive

You are required to comply with the regulations governing working time and to any locally agreed associated arrangements.

Harassment And Bullying

The Practice condemns all forms of harassment and bullying and is actively seeking to promote a workplace where employees are treated with dignity, respect and without bias.

Equal Opportunities

In all the foregoing text any reference to one gender whether direct or implied equally includes the opposite gender unless specifically stated to be otherwise.

Fire Training

Each member of the staff has a statutory obligation to attend a Fire Lecture each year. It is the responsibility of each member of staff to ensure that they comply with this legal requirement.

No Smoking Policy

FCMS has a no smoking policy

Disclosure/Criminal Record (DBS)

This post will be subject to enhanced disclosure under DBS.

Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staffto share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

This post is subject to the Rehabilitation of Offenders Act (Exemption 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. This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

Person Specification

Qualifications

Desirable

• 5 GCSEs A* - C including English Language or equivalent related qualification.

Experience

Desirable

• Experience in a managerial or highly skilled role
• Analysis and report writing skills
• Digitally savvy
• Experience of writing policies and procedures.
• Information Governance, understanding and awareness.
• Understanding of employment law
• Experience of working across multiple services.
• Experience of working autonomously and on own initiative

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

FCMS

Address

Newfield House

Vicarage Lane

Blackpool

Lancashire

FY4 4EW

Employer's website

http://www.fcms-nw.co.uk/ (Opens in a new tab)