Job summary
The duty EMS Call Supervisor will be responsible for supervising the EMS Call Handling team, accountable for the effective and efficient management of urgent and emergency (999) calls received by the Welsh Ambulance Service in line with Trust and Clinical Contact Centre (CCC) standard operating procedures (SOPs).
The Call Supervisor will undertake day to day supervision and coaching of the call handling function within the Clinical Contact Centre (ECC) and provide live performance management against Key Performance Indicators, undertake historical call review support, objective setting, and development.
They will also be responsible for ensuring that delays in attending WAST patients receive appropriate welfare in line with CCC Standard Operating Procedures (SOPs).
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
The successful post holder will be expected to maintain close working relationships with all roles withing the CCC to ensure that information and workflow is efficient, accurate and meaningful. The role is a conduit of information from the call-handling team to the Duty Managers, this will include communicating information relating to demand and capacity and call-handling resources across the Trust. The EMS Call Supervisor will be required to provide regular reports both verbally and written to the Duty Control Manager regarding performance of the Call handling team including call answering, occupancy, rest break management, and abandonment. They will be expected to support the EMS CCC Quality and Governance team in providing information, and where necessary, contributing to an Investigation report. Where an 'on the spot' concern is identified, the EMS Call Supervisor will Support the DCM in gathering pertinent information and where appropriate, contact the relevant party to seek early resolution.
The post will offer an opportunity to work within a busy and challenging team led environment. Co-ordinating and problem solving daily makes the post both demanding and interesting.
This role currently operates 7 days per week, 365 days a year, 24 hours a day, and you are required to work a range of shifts. We actively seek Welsh speakers to join the team.
About us
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from BME communities and disability groups.
Careers within the Welsh Ambulance Services NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.
All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English
Applicants are advised to apply early as we reserve the right to close a vacancy prior to the closing date if a high number of applications have been received.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Person Specification
Qualifications
Essential
- Certified MPDS EMD
- Certified MPDS Mentor
- Diploma level education or equivalent relevant experience in Supervising within a Contact Centre
- Awareness of CCC SOPs and Trust Policies
Desirable
- NVQ Level 3 in Call Centre Management
- Willingness to work towards Grade 5 Root Cause Analysis training
- Commitment to continuous professional development
Experience
Essential
- Experience in Ambulance Service CCC
- Experience in performance Management, developing and supporting staff
- IT Literacy
- Experience monitoring service effectiveness
- Ability to demonstrate a good working knowledge of Call Flow, response systems, staff management including rostering
Desirable
- Acting to Duty Control Manager
- Delivering Organisational outcomes through internal and external engagement and participation
- Optimizing performance of direct reports and others
- Delivering outcomes in line with the values and required behaviors of the organisation
- Analytical ability and problem solving
- Implementation of equal opportunities
Aptitude and Abilities
Essential
- Excellent written and verbal communication skills
- Leadership and facilitation skills
- Ability to work under pressure and meet deadlines.
- Good planning and organisational skills
- Responsive professional and positive attitude and approach
- The ability to manage and support others during times of crisis.
- Knowledge of risk management, quality systems and business continuity
- High standards of personal professionalism
Desirable
- Proven track record in achieving objectives.
- Ability to interpret statistical information.
- Research, evaluation, and audit skills.
- Knowledge of analysing information in a meaningful manner to inform service provisions.
- Experience in report writing/presentations.
- Ability to speak Welsh.
- An understanding of how bereavement and stress affects individuals' behaviour.
Person Specification
Qualifications
Essential
- Certified MPDS EMD
- Certified MPDS Mentor
- Diploma level education or equivalent relevant experience in Supervising within a Contact Centre
- Awareness of CCC SOPs and Trust Policies
Desirable
- NVQ Level 3 in Call Centre Management
- Willingness to work towards Grade 5 Root Cause Analysis training
- Commitment to continuous professional development
Experience
Essential
- Experience in Ambulance Service CCC
- Experience in performance Management, developing and supporting staff
- IT Literacy
- Experience monitoring service effectiveness
- Ability to demonstrate a good working knowledge of Call Flow, response systems, staff management including rostering
Desirable
- Acting to Duty Control Manager
- Delivering Organisational outcomes through internal and external engagement and participation
- Optimizing performance of direct reports and others
- Delivering outcomes in line with the values and required behaviors of the organisation
- Analytical ability and problem solving
- Implementation of equal opportunities
Aptitude and Abilities
Essential
- Excellent written and verbal communication skills
- Leadership and facilitation skills
- Ability to work under pressure and meet deadlines.
- Good planning and organisational skills
- Responsive professional and positive attitude and approach
- The ability to manage and support others during times of crisis.
- Knowledge of risk management, quality systems and business continuity
- High standards of personal professionalism
Desirable
- Proven track record in achieving objectives.
- Ability to interpret statistical information.
- Research, evaluation, and audit skills.
- Knowledge of analysing information in a meaningful manner to inform service provisions.
- Experience in report writing/presentations.
- Ability to speak Welsh.
- An understanding of how bereavement and stress affects individuals' behaviour.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
