Job summary
**DEVELOPMENT OPPORTUNITY - INTERNAL ONLY FOR CURRENT WMAS STAFF**
The Trust is committed to the continued personal development of all staff. The Integrated Emergency and Urgent Care Centre plays a key role in coordinating and supporting front line operational staff to deliver a high standard of care to patients within the local and national performance targets that the Trust is measured against. We are also responsible for the delivery and coordination of patients within the West Midlands to the most appropriate referral following telephone assessment of symptoms. Referral can be for an emergency ambulance response, emergency treatment center or to any of the Primary Care Services in and Out of Hours (OOHs) in the West Midlands area. Ensuring the delivery of a high standard of care to patients within the local and national performance targets that the Trust is measured against
The Call assessor Supervisor is a key role in this delivery within the IEUC
An exciting opportunity has arisen for staff who want to develop into a Call Assessor Supervisor. The development programme will provide successful applicants with an insight into the role and responsibilities of a Call Assessor Supervisor in preparation for live vacancies
Please note, you will remain on your current salary / banding during this development opportunity if successful.
Main duties of the job
To embrace this opportunity individuals are requested to submit an application highlighting their strengths, attributes and suitability for the role.
The development will requirement for shifts and flexibility regarding shift patterns.
In order to be eligible to apply, applicants must....
- have completed a 6 month probationary review
- have 12 months experience as a call assessor
- CPD must be up to date.
- completed coaching/mentoring course
- be meeting call standards
- not be on a tier
All applicants that are successful will then be required to attend on Monday 10th or Wednesday 12th March as part of the selection process.
Once a substantive vacancy becomes available, you will be required to apply via the normal route and submit an application form / undertake an interview before any formal offers are made.
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.
About us
We are committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed.
Each person plays a vital part to ensuring our organisation meets the differing needs of our communities ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities that it serves provide better patient care and we are therefore looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference to our patients.
We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and as part of our commitments to this we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please feel free to do so in your application. You can also contact the Recruitment Team via email at recruitment@wmas.nhs.uk if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process.
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.
Job description
Job responsibilities
The post holder will be
expected to:
1.
Through leading by example promote a focus for
excellence within the EOC by supporting and maintaining a positive working
environment.
2. Maintain personal skills, knowledge and
development
a. Call Assessor competencies
i. NHS Pathways registration
ii. NHS Pathways CQI compliance
iii. Process a minimum of 200 emergency calls
per month to maintain NHS Pathways licence
3. Undertake any training required to allow
the trust to operate in the manner required of a professional ambulance service
i.e.
a. Software systems
b. Computer systems
c. Telephone systems
d. Mandatory Training
4. 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.
5. Process all incoming calls from Health
Care Professionals in the form of urgent calls using the NHSP triage system.
6. Monitor all incoming emergency calls for
accuracy of data input and action accordingly.
7. Intervene in the call taking process in
the event of prolonged delays in location identification
8. React to the emergency call button
available to Call taking staff in the event of assistance being required
9. Replay voice recordings at the request
of Dispatch teams for verification of data input onto CAD
10. Provide support and guidance to Call
Assessors as required
11. Produce and manage Call Assessor meal
breaks; allocating break periods for the forthcoming 24 hour period and forward
to staff on duty for reference.
12. Liaise with other emergency services
when necessary. Processing and recording information in the recognised format.
Passing or accepting details as necessary.
13. 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.
14. Carry out Personal Development
Interviews/Appraisals, identifying individual training needs of an allocated
group of staff & organising on-going development plans for each individual.
15. 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.
16. Using judgemental and analytical skills,
identify training needs and undertake job performance counselling where
necessary
17. Enter details of 999, urgent and routine
cases generated on paper by others, entering them retrospectively onto the CAD
system.
18. Maintain excellent levels of knowledge
of West Midlands Ambulance Service policies and procedures, contracts,
geographical knowledge of the Regional West Midlands area & medical
terminology.
19. Ring back any cases that go out of
agreed time scales, checking patients condition by triaging accordingly,
updating existing CAD records as appropriate.
20. Advise patients, relatives and
Healthcare Professionals of delays on ambulance cases as required
21. 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.
22. Be able to communicate effectively with
callers with barriers to understanding i.e. language problems, mental and
physical illness.
23. 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.
24. Support the EOC Training and Development
team in staff training and development.
25. Provide extended support to newly
trained staff in accordance to the individual need.
26. Be responsible for the training of and
actions of staffs undertaking development to Supervisor positions.
27. Attend Supervisor meetings as required
28. Undertake the initial handling of
grievance and disciplinary issues.
29. 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.
30. Maintain standards in accordance with
the West Midlands Ambulance Service Code of Conduct and Standard EOC Call
Assessor protocols
31. Attend Coroners Court and Crown Court if required to represent WMAS
Job description
Job responsibilities
The post holder will be
expected to:
1.
Through leading by example promote a focus for
excellence within the EOC by supporting and maintaining a positive working
environment.
2. Maintain personal skills, knowledge and
development
a. Call Assessor competencies
i. NHS Pathways registration
ii. NHS Pathways CQI compliance
iii. Process a minimum of 200 emergency calls
per month to maintain NHS Pathways licence
3. Undertake any training required to allow
the trust to operate in the manner required of a professional ambulance service
i.e.
a. Software systems
b. Computer systems
c. Telephone systems
d. Mandatory Training
4. 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.
5. Process all incoming calls from Health
Care Professionals in the form of urgent calls using the NHSP triage system.
6. Monitor all incoming emergency calls for
accuracy of data input and action accordingly.
7. Intervene in the call taking process in
the event of prolonged delays in location identification
8. React to the emergency call button
available to Call taking staff in the event of assistance being required
9. Replay voice recordings at the request
of Dispatch teams for verification of data input onto CAD
10. Provide support and guidance to Call
Assessors as required
11. Produce and manage Call Assessor meal
breaks; allocating break periods for the forthcoming 24 hour period and forward
to staff on duty for reference.
12. Liaise with other emergency services
when necessary. Processing and recording information in the recognised format.
Passing or accepting details as necessary.
13. 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.
14. Carry out Personal Development
Interviews/Appraisals, identifying individual training needs of an allocated
group of staff & organising on-going development plans for each individual.
15. 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.
16. Using judgemental and analytical skills,
identify training needs and undertake job performance counselling where
necessary
17. Enter details of 999, urgent and routine
cases generated on paper by others, entering them retrospectively onto the CAD
system.
18. Maintain excellent levels of knowledge
of West Midlands Ambulance Service policies and procedures, contracts,
geographical knowledge of the Regional West Midlands area & medical
terminology.
19. Ring back any cases that go out of
agreed time scales, checking patients condition by triaging accordingly,
updating existing CAD records as appropriate.
20. Advise patients, relatives and
Healthcare Professionals of delays on ambulance cases as required
21. 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.
22. Be able to communicate effectively with
callers with barriers to understanding i.e. language problems, mental and
physical illness.
23. 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.
24. Support the EOC Training and Development
team in staff training and development.
25. Provide extended support to newly
trained staff in accordance to the individual need.
26. Be responsible for the training of and
actions of staffs undertaking development to Supervisor positions.
27. Attend Supervisor meetings as required
28. Undertake the initial handling of
grievance and disciplinary issues.
29. 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.
30. Maintain standards in accordance with
the West Midlands Ambulance Service Code of Conduct and Standard EOC Call
Assessor protocols
31. Attend Coroners Court and Crown Court if required to represent WMAS
Person Specification
Qualifications
Essential
- 3 GCSEs at Grade C or above (including English & Maths) or equivalent
- Willing to undertake Mandatory Training courses
Experience
Essential
- Must have experience in:-
- Handling confidential information
- Data input
Skills and Knowledge
Essential
- Good interpersonal skills
- Ability to communicate well and work as part of a team at all levels
- Observe the GDPR and Caldicott guidelines
Person Specification
Qualifications
Essential
- 3 GCSEs at Grade C or above (including English & Maths) or equivalent
- Willing to undertake Mandatory Training courses
Experience
Essential
- Must have experience in:-
- Handling confidential information
- Data input
Skills and Knowledge
Essential
- Good interpersonal skills
- Ability to communicate well and work as part of a team at all levels
- Observe the GDPR and Caldicott guidelines
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.
