Job responsibilities
Post:Despatcher
Responsible to:111 Operational Lead
Location/Base:Ashford Court, Taunton
Hours per Week:Various part time hours
Key Relationships: 111 Health Advisors, Clinicians, Team Leaders and HUC SW Senior Leadership Team
Somerset Integrated Urgent Care base staff
Local Health Care Providers
South West Ambulance Service
Overall Purpose of the Job:
The Despatcher will assist the Team Leader in ensuring the smooth running of the shift, the effective coordination of home visits and the implementation of all policies, procedures and HUC standards of Service.
Principle responsibilities will include:
Dispatch cars to the correct medical professional, using the most efficient and effective resources available
Ensure that calls received via NHS111, IVR or Dedicated Lines into the Integrated Urgent Care Service are answered promptly and in line with Key Performance Indicators (KPIs)
Manually log calls as necessary
Promptly report any IT problems or security issues to the relevant department
Develop and maintain close working relationships with a range of local partnerships and stakeholders,
Reporting any problems to shift manager
Ensure a detailed handover is given
Ensure all Incidents are reported using the Radar Incident Management System
Coordinate equipment, drugs and cars
Ensure all necessary IT equipment is functioning to a satisfactory standard
Work effectively with other healthcare professionals, who may be co-located, encouraging positive working relationships across shifts.
Support the co-ordination of the operational arrangements on the shift in the event of any/all the fallback procedures being put into operation
Attend all mandatory training as required, and any compulsory in-house training
Maintain confidentiality at all times
Any ad hoc tasks reasonably required by the Shift Manager or IUC Service Manager
Training and Development:
To participate in HUCs Performance and Appraisal Process
To comply with Mandatory and Statutory Training Requirements
Any other specific training requirements
The above duties and responsibilities are intended to represent current priorities and are not meant to be an exhaustive list. The post holder may from time to time be asked to undertake other duties and responsibilities commensurate. Any changes to this job description to take account of changing service needs will be made in discussion with the post holder.
Supplementary Information:
Our Culture
Every patient deserves our highest standard of care and commitment. In working together innovatively, transparently, and constructively with the local community and stakeholders, we can deliver services which meet their specific needs. We learn by listening to patients views and experiences. We are passionate about sharing our knowledge and expertise buy encouraging dialogue both internally and externally to meet our high expectations for patients.
Communications
Maintaining high standards in communication across a scattered and diverse workforce, ensuring compliance in policy and procedure with all staff.
Contributing to creating a culture of open, honest communication and feedback so that all team members benefit and learn from each other.
Equality and Diversity
HUC has adopted an Equality and Diversity Policy to ensure that all job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this policy throughout all areas of employment: recruitment and selection, training, development and promotion. In all situations, people will be judged solely onmerit or ability. It is required of all employees to uphold this policy in the course of their employment with and whilst undertaking their duties.
Mobility / Flexibility
The normal place of work for the post is as stated above, but as a term of employment, post holders may be required to work from any of our establishments.
Health and Safety at Work
In accordance with the Management of Health and Safety at Work Regulations 1992 (as amended) and other relevant Health and Safety legislation, employees have a duty to take responsible care to avoid injury to themselves and others by their work activities and to co-operate in meeting statutory requirements.
Infection Control
Employees must be aware that preventing healthcare acquired infections and infection control is the responsibility of all staff. Clinical procedures should be carried out in a safe manner by following best practice and infection control policies.
Data Protection and Confidentiality
Employees must maintain confidentiality when dealing with sensitive material and information and are required to read, understand, and accept the terms of the Confidentiality, Data Protection and Electronic Communications Policy. The protection of data about individuals is a requirement of the law and if any employee is found to have permitted unauthorised disclosure, the organisation and individual may be prosecuted. Disciplinary action will be taken for any breach.
No Smoking Policy
HUC recognises the health hazards of smoking for smokers and non-smokers and acknowledges the rights of staff to work in a smoke free environment. Consequently, the organisation has adopted a Smoking Policy which specifies that smoking is not allowed anywhere on HUC premises or near company vehicles.
Safeguarding
Post holders have a general responsibility for safeguarding children and adults at risk in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role. The expectation is that the post holder is familiar with the relevant procedures and guidelines and undertakes training at the appropriate level for their role.
Our Values
Person Specification
With a strong focus on ensuring continued compliance of clinicians the post holder will need to demonstrate high attention to detail, on occasion working to tight deadlines.
Previous experience in an office-based administrative role is essential.
ESSENTIAL
Education and Qualification Good level of Literacy and Numeracy
DESIRABLE
ECDL (or equivalent qualification)
Knowledge and Experience
Excellent understanding of operational policies and procedures
Excellent understanding of SystmOne
IT and Keyboard skills, confident with packages such as Word and Excel
Excellent Customer Service experience
Experience of working within an urgent care provision or other healthcare organisation
Other A Team Player
Commitment to continuous personal development
Can do approach
Self-motivated
Skills and abilities Excellent customer service skills
Able to demonstrate excellent interpersonal and communication skills, both written and oral, across a variety of staff and professional groups
Extremely well organised and diplomatic
Attention to detail and high levels of accuracy
Able to work on own initiative with minimal supervision
Able to work with tight deadlines
General
All employees of HUC must understand and actively participate in Safeguarding, Health and Safety and Equality and Diversity Policies and Procedures to ensure that people who use our services, other employees and stakeholders are safe and respected whilst in HUCs care. Each employee must take joint responsibility with their line manager for their own personal and professional development at work.
Any offers of employment are subject to pre-employment checks and these include DBS Disclosure,
References and Social Media checks
Terms of Employment
25 Holiday days + bank holidays
NHS Pension Scheme
Potential for Performance Related Bonus Scheme
Travel and expenses scheme
Career opportunities
Training and development opportunities
Access to employee perks and discounts, through NHS schemes and our own benefit & wellbeing site
Employee Assistance Programme
How to Apply
To apply for this post, please submit:
A comprehensive CV
A supporting letter that addresses the criteria set out in the person specification that tells us why you are particularly interested in this role.
Please send your completed application to recruitment@huc.nhs.uk
Closing date 28th September 2023
