West Midlands Ambulance Service University NHS Foundation Trust

Call Assessor Supervisor - Tollgate

This job is now closed

Job summary

**INTERNAL ONLY FOR WMAS STAFF**

An exciting opportunity has become available for a full & part time Call Taking Supervisor at Tollgate EOC.

The successful applicant will be expected to provide leadership and management with regards to the day to day working activities, on-going development, sickness management and PDR reviews of all Call Assessors.

Applicants must have a minimum of 3 GCSEs at Grade C or above including English (or equivalent) along with a minimum of 6 months post qualification call taking

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, all 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.

Main duties of the job

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.

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

12 December 2024

Pay scheme

Agenda for change

Band

Band 5

Salary

£29,970 to £36,483 a year plus the relevant unsocial hours as per section 2

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

C9217-207-24-25

Job locations

Staffordshire HUB

Unit 2, Tollgate Drive

Tollgate Industrial Estate

Tollgate, Staffordshire

ST16 3HS

Job description

Job responsibilities

The post holder will be expected to

Through leading by example promote a focus for excellence within the EOC by supporting and maintaining a positive working environment.

Maintain personal skills, knowledge and development

Call Assessor competencies

NHS Pathways registration

NHS Pathways CQI compliance

Process a minimum of 200 emergency calls per month to maintain NHS Pathways licence

Undertake any training required to allow the trust to operate in the manner required of a professional ambulance service i.e.

Software systems

Computer systems

Telephone systems

Mandatory Training

Process emergency 999 calls in accordance with given policies and procedures, triaging using NHS Pathways to an appropriate end disposition; giving appropriate lifesaving and first aid advice when required.

Process all incoming calls from Health Care Professionals in the form of urgent calls using the NHSP triage system.

Monitor all incoming emergency calls for accuracy of data input and action accordingly.

Intervene in the call taking process in the event of prolonged delays in location identification

React to the emergency call button available to Call taking staff in the event of assistance being required

Replay voice recordings at the request of Dispatch teams for verification of data input onto CAD

Provide support and guidance to Call Assessors as required

Produce and manage Call Assessor meal breaks; allocating break periods for the forthcoming 24 hour period and forward to staff on duty for reference.

Liaise with other emergency services when necessary. Processing and recording information in the recognised format. Passing or accepting details as necessary.

Monitor the performance of Call Taking staff in the EOC, ensuring that established procedures are followed and that in carrying out their duties and responsibilities, EOC Call Assessors project and maintain a courteous, caring and professional attitude in their communications with the general public and others with the need for Ambulance assistance.

Carry out Personal Development Interviews/Appraisals, identifying individual training needs of an allocated group of staff & organising on-going development plans for each individual.

Carry out back to work interviews following periods of absence from duty, providing counsel & support. Identifying personal needs of staff & providing appropriate advice where required.

Using judgemental and analytical skills, identify training needs and undertake job performance counselling where necessary

Enter details of 999, urgent and routine cases generated on paper by others, entering them retrospectively onto the CAD system.

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

Ring back any cases that go out of agreed time scales, checking patients condition by triaging accordingly, updating existing CAD records as appropriate.

Advise patients, relatives and Healthcare Professionals of delays on ambulance cases as required

Be able to communicate effectively using, tact, diplomacy and understanding under highly emotional or antagonistic situations e.g. when taking a 999 call from a victim of witness to or perpetrator of child abuse, rape, assault, violence & murder.

Be able to communicate effectively with callers with barriers to understanding i.e. language problems, mental and physical illness.

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.

Support the EOC Training and Development team in staff training and development.

Provide extended support to newly trained staff in accordance to the individual need.

Be responsible for the training of and actions of staffs undertaking development to Supervisor positions.

Attend Supervisor meetings as required

Undertake the initial handling of grievance and disciplinary issues.

Ensure that the requirements of the Health and Safety at Work Act are observed within the department and that; staff carry out their individual responsibilities under the Act.

Maintain standards in accordance with the West Midlands Ambulance Service Code of Conduct and Standard EOC Call Assessor protocols

Attend Coroners Court and Crown Court if required to represent WMAS