West Midlands Ambulance Service University NHS Foundation Trust

Incident Command Desk (ICD) Supervisor

The closing date is 11 August 2025

Job summary

**INTERNAL ONLY FOR CURRENT WMAS EMPLOYEES**

West Midlands Ambulance Service positively welcomes diversity and aims to be a truly inclusive place to work. We are looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference.

The Trust is currently under-represented in terms of people from BME backgrounds and welcomes applicants from these communities. Selection will be on a basis of merit. The Trust has achieved the status of a Disability Confident Leader and guarantees to invite to assessment applicants who meet the criteria for the job vacancy. To ensure the diversity of the workforce and understand the differing needs of our communities, the Trust is committed to the principles of Positive Action.

If you wish to discuss and adjustments that you may need for the role of the assessment process prior to your application, then please do not hesitate to contact the recruitment team

The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.

Main duties of the job

An exciting opportunity has become available for an Incident Command Desk Supervisor to join the well established team at Millennium Point

The successful applicant will be responsible for the effective and efficient mobilisation and direction of significant or unusual incidents in conjunction with the EOC Duty Manger, as well as being responsible for all HART deployment across the Region in line with current deployment protocols.

Applicants must hold a minimum of 5 GCSEs at Grade C or above including English along with having experience of supervising / managing staff.

If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both

Where a Disclosure & Barring Service (DBS) check is required for the post, applicants are required to cover the cost of the check. The cost of £55.76 for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.

About us

We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.

We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.

Date posted

31 July 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£29,970 to £36,483 a year plus section 2 unsocial hours

Contract

Permanent

Working pattern

Full-time

Reference number

C9217-086-25-26

Job locations

Ambulance Headquarters

Waterfront Business Park

Brierley Hill

West Midlands

DY5 1LX

Job description

Job responsibilities

Responsible for the recognition of any case criteria that may need response from specialist resources. Understanding NOC selections and interpreting notes that highlight the need for a case to be managed independently to the sectors normal day to day activity

Responsible for highlighting such incidents to Duty Manager and EOC Commander

Responsible for initial escalation of serious incidents/major incidents through the trust procedures. Ensuring that timely, accurate information is disseminated to the management team

Work in conjunction with other Regional Coordination Centre assets when required i.e. SOC, Trauma desk, Hospital Desk, Air Desk

Provide on team expertise in Major Incident preparedness. Ensure that the whole team are current with procedures relating to extraordinary events such as EOC Evacuation, Lockdown, Fire Alarm etc

Ensure location of all major incident assets are known and up-to-date with any vehicle moves documented and escalated appropriately to ensure timely deployment if and when required

Monitor and update FCBRN staffing levels daily via Proclus dashboard

Have an in-depth knowledge of EOC evacuation and relocation and provide direct support in the event of such an occasion

Responsible for making outbound calls to other professional and the general public adhering to working practices and protocols. These include: re-contacting 999 callers to check on patients address and condition; contacting relatives with sensitive information; querying other professionals; alerting hospitals; out of hours mortuary; information from poison control; reporting incidents to other emergency services; contacting telephone service providers; and paging medics.

Radio operator using a hand held or foot pedal radio system liaising between the divisional controller and ambulance crews, responders, Officers and medics while they are in receipt of a radio. While operating the radio responsible for dispatching work to crews; continually listening and monitoring crews; sending and receiving data message via computer and satellite system; answering crew enquires; monitoring and updating ambulance location on CAD; and updating case notes on behalf of crews and officers as required

Ensure staff welfare is monitored throughout incidents and any issues escalated to Duty Manager

When required, work on the dispatch pod as a dispatcher undertaking all of the duties that the role entails.

Attend any training courses, which are required for the job. To undertake ongoing training and development relevant to Incident supervisor role. To keep up to date with changing procedures and protocols.

Work in close support with the Special Ops / Emergency Preparedness team to provide specific expertise within the EOC.

Attend, gain the required pass mark and remain current on specific skill sets such as MTFA, Tactical and/or Operational/ On Scene Commander & F/CBRN. Impart this knowledge to the Duty Team and fully embrace the JESIP joint doctrine principles.

Monitoring channel ES3 and receiving Stay Safe messages and updates from police Control

Responsible for updating changes in relation to the Senior Management teams on Call Rota.

If necessary appear in court and give evidence as requested

Demonstrating own duties to visitors. Represent the West Midlands Ambulance service in mock exercises and demonstrations.

Participate in criminal trials relating to the job when necessary.

Adheres to Data Protection Act, Caldecott Guidelines, Health and Safety, Quality Management Systems and West Midlands Ambulance Service NHS code of conduct and general procedures.

Identifies and reports IT related problems on computer software and workstations.

Deploy Operational and Tactical Commanders in line with current deployment protocols.

Responsible for the effective and efficient mobilisation and direction of large or unusual incidents in conjunction with the EOC Duty Manger.

Liaise with other NHS professions including the armed forces. Facilitate requirements of air operations and the military for transportation of patients, equipment and personnel. Co-ordination of Ramp Flights

Under the instruction of the Duty Manager be responsible for the activation of any Major Incident Procedures ensuring that duty staff are fully conversant with their roles. Production from the daily posting sheet of a pre-allocation of major incident roles for the duty EOC staff.

Provides support and participates in the management of a Major Incident Nationally or Locally which could include CBR(N), HAZMAT. Specifically, co-ordinates the Regional HART Team in line with current deployment procedures.

Co-ordinates under the direction of the Duty Manager WMAS resources for any significant / Major Incident.

Establishes production of accurate incident records. To include a running / decision log if and when required.

Ensures the effective utilisation of the Area Support Officers to provide Operational Level command.

Liaise effectively with On Call Managers both internally and externally.

Remain calm and decisive, exercising good judgement in emergency situations, whilst working in a busy environment, adhering to strict local and national deadlines and standards and be able to change activity at the request of others without notice.

Participate in all related training to maintain and develop skill levels and professionalism. Including attending any prescribed residential or non-residential courses for both operational necessity and career development.

Be responsible for the training of and actions of staff undertaking development to ICD position.

Support the Emergency Operations Centre Education and Development team in staff training and development.

Communicate effectively at all levels whilst dealing with difficult situations using tact, diplomacy and understanding when liaising with patients, relatives, other healthcare professionals, other emergency services and departments within the organisation

Maintain excellent levels of knowledge of West Midlands Ambulance Service policies and procedures, contracts, geographical knowledge of West Midlands area & medical terminology

Ensure Major Incident log is run as and when required.

Give clear accurate information and instructions to staff ensuring established procedures are followed to maintain high standards of service and professionalism.

Ensure swift activation of appropriate and sufficient resources in response to potential major incidents, using thorough knowledge of procedures, standards, local geography, medical terminology, together with fast and efficient use of computer aided dispatch and radio/telephone communications.

Provide supervisory support when requested by the Duty Manager for members of the EOC team.

To send SMS and email Incidents of Note alerting and updating managers of significant incidents.

Highlight incidents of interest to the Communications Department by selecting the press box within the incident screen.

To send SMS text requests for BASICS/Medics to attend incidents as required