Non-Emergency Patient Transport Services Supervisor

Job description

Job responsibilities

Ensures that the operational resources, staff and vehicles, operating out of the locality meet the levels as determined by the service level agreement. Reporting variances that occur with recommendations to address shortfalls

Ensure staff have access to appropriate stocks to replenish vehicles, taking steps to address shortfalls where necessary

Undertake Risk Assessments when required using appropriate decision making and escalation as necessary, ensuring the Non-Emergency Operations Centre are informed as required and electronic records are updated

Attend meetings as requested and undertake action points where necessary.

To ensure timely and accurate reporting NEPTS Staff Updates ensuring accurate information is provided to the Management Team

Monitors the performance of Operational Staff in the delivery of the Contract, apply corrective measures and recommend further action, if appropriate Dealing with conduct issues, addressing these directly with staff. Offering appropriate support and escalating to Operations Manager if required

Deal with complaints from patients, members of the public and staff when required. Assisting the Patient Experience Team in the collation of evidence for PALS and Complaints and provide feedback as per requested method

Maintain and update personal files for new and existing staff and assist with the Induction of new staff.

Effective Rota management to ensure adequate resourcing as per the NEPTS Contract. Including arranging short notice shift cover and the management of annual leave requests

Carry out Return to Work interviews, maintain welfare contacts and accurate notes and record information on the sickness database in accordance with Trust Policy and Procedure. Refer staff to Occupational Health and Physiotherapy as required. Undertake Stage 1 sickness meetings ensuring that all appropriate letters and records are maintained.

Ensure staffs record of timekeeping and other expenses are correct and authorised

Conduct investigations for Vehicle Incident Reviews

Produce monthly Quality Information for the attention of the PTS Operations Manager.

In liaison with the Operations Centre and the Liaison Assistants, ensures the most effective deployment of locality resources.

Ensures adherence to the Code of Conduct, Operational Instructions, WMAS Quality Procedures

The Supervisor will not be part of the core staffing profile however, they will be expected to provide a lead role in supervising operational staff in the delivery of their core duties, and be proactive at the request of the Operations Manager or when demand dictates

Working in collaboration with the Non-Emergency Operations Centre, to address any reported problems involving delays

Liaising with Fleet to ensure that vehicles are appropriately scheduled for servicing, MOT and repairs. Also ensure that drivers Defective Vehicle Reports are actioned.

Ensure that all records are kept and maintained in accordance with Information Governance requirements

Carry out infection control and audit checks and maintain accurate records in line with CQC requirements for both WMAS vehicles and third party provider vehicles ensuring the records are accurately recorded in line with Trust policy

Ensure that all Voluntary Car Drivers documentation (driving licence, TAX / MOT) records are kept up to date escalating issues to Operations Manager as appropriate

Approve uniform orders within agreed parameters

To address issues and concerns raised by staff with a view to resolving them, providing information to Operations Manager where appropriate

Undertake annual reviews with staff, ensuring effective and constructive feedback to staff on performance and developing appropriate Personal Development Plans to support improvements in performance or individual aspirations where appropriate. The Supervisor is responsible for ensuring that the relevant performance standards are met

Responsible for the delivery of Ad-Hoc Training to Operational NEPTS Staff following the successful completion of a Train the Trainer programme. Deliver vehicle and equipment familiarisation as required

To assist when required in the recruitment process

Investigation and completion of Incident Reporting as assigned by WMAS Staff and other departments within recognised timeframes

Ensuring that Third Party Provider invoices are validated and any invoice discrepancies highlighted to the provider and Operations Manager

To undertake and support Formal Investigations in line with the Trusts Disciplinary Policy

Respond to all immediate Health and Safety concerns including vehicle defects taking appropriate actions to resolve the issues

To support the organisation of PTS response to major incidents, taking direction from line manager and undertaking regular Major Incident Training

Regularly undertake observations on staff to ensure the highest standards of patient care being provided ensuring that performance standard are being met and liaise with the Training Team to address any identified issues

Enhance own performance through continuously developing own knowledge, skills and behaviours to meet the current and future requirements of the job and respond to the learning needs of the Trust. Maintain own CPD as required

Regularly review own practices and makes changes in accordance with current and/or best practice, makes suggestions for improved practice and identifies where other activities affect own practice

General

The postholder will be required from time to time to undertake Operational Locality Supervisor duties at other locations, or be seconded to the Operations Centre and/or PTS Headquarters.

The postholder will, having received the appropriate training, undertake Liaison Assistant duties as required, on site(s).

The postholder will be required to achieve the necessary level of competence as a Driving Examiner for Service driving tests and to undertake Driving Assessments, as required.

The postholder will be required to possess or attain the NEBS Introductory Level Qualification.

The postholder will be required to use his/her own vehicle when working away from their normal locality and will receive appropriate mileage expenses.

The postholder will be required to attend training courses as necessary

Person Specification

Skills and Knowledge

Essential

• Possess good communication and interpersonal skills
• Ability to remain calm and courteous
• Full UK Driving Licence

Qualifications

Essential

• Minimum of 5 GCSEs at Grade C/4 or above to include English & Maths or a Leadership/Management Qualification
• Willing to undertake any training as required for the fulfilment of the duties of this post
• Willing to undertake ILM introductory course
• NVQ Level 3, equivalent or would be expected to work towards an NVQ Level 3

Experience

Essential

• Experience of record keeping
• Experience of people management
• Experience of working in a care setting
• Extensive knowledge of the PTS procedures

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

West Midlands Ambulance Service University NHS Foundation Trust

Address

Dudley PTS

Dudley Road

Brierley Hill

West Midlands

DY5 1LQ

Employer's website

https://wmas.nhs.uk/careers-staff-room/ (Opens in a new tab)