Job summary
Duty Contact Centre Manager (DCCM) - Medway
The DCCM will manage a team of Team Leaders, Senior Health Advisors, Health Advisors and Service Advisors within the Trust's NHS 111 Contact Centre to ensure consistent delivery of organisational and national performance targets.
They will ensure staff adhere to and work within procedures and policies associated with call handling, as well as developing an operational environment in which staff within the team strive to improve individual performance.
Main duties of the job
The DCCM will contribute towards the implementation and development of the Trust strategy and Business Plan and work closely alongside other managers to ensure the necessary consistency and co-operation across departments in the best interests of the Trust.
They will be required to demonstrate compassionate care in their daily work and adopt the 6 Cs - NHS values essential to compassionate care i.e. Care, Compassion, Competence, Communication, Courage and Commitment. Post- holders will also be required to understand and work in accordance with the NHS constitution and put the patient at the heart of their work.
About us
We are proud to offer family-friendly policies, childcare vouchers, a cycle-to-work scheme and an award-winning Wellbeing Hub.
Our Pride in SECAmb network champions a positive working environment and policy framework for LGBT staff which is open, supportive and promotes equality of opportunity, alongside other groups and forums, such as Enable, our carers and disability network; Aspire, our cultural diversity network; and our Staff Engagement Forum.
We operate an award-winning Wellbeing Hub to help staff achieve a better work/life balance and receive the mental and physical support they need to perform in what is undoubtedly a challenging role.
Benefits include:
- Unsocial hours enhancements in accordance to NHS Terms & Conditions Agenda for Change Section 2 (typical FTE salary range £35,392 - £42,618 inclusive of unsocial enhancements for evenings, weekends and bank holidays)
- Generous NHS Pension Scheme
- 35 days' annual leave inclusive of Bank Holidays (pro rata)
- As we are a 24/7 service,this role will involve working a varied shift pattern including earlies, lates and weekends.
Progression Opportunities
We offer excellent training and career development opportunities for ambitious employees both within the Call/Emergency Operations Centres and also within the wider Trust.
Job description
Job responsibilities
Main duties include:
- Complete all daily reports as deemed necessary by the Trust for the reporting of performance, issues and clinical information.
- Use own initiative and act independently planning own work schedule.
- Be prepared where necessary to coordinate the recall of staff to assist with major incidents
- Identify gaps in 111 resourcing using (GRS), liaising with Clinical Scheduling where required
- Provide accurate management reports in regard to complaints; investigations; grievances and projects
- In conjunction with senior managers and trainers ensure that all staff are kept fully updated of changes to polices and procedures, whilst ensuring these are implemented appropriately with minimal delays
- Responsible for the delivery of operational performance KPIs whilst on duty.
- Responsible for providing support and guidance to direct reporting staff.
- Responsible for monitoring demand levels and applying escalation plans as required (if possible, before), delays occur.
- Responsible for managing Health Advisors to maintain an effective communications link between call handling and external providers.
Job description
Job responsibilities
Main duties include:
- Complete all daily reports as deemed necessary by the Trust for the reporting of performance, issues and clinical information.
- Use own initiative and act independently planning own work schedule.
- Be prepared where necessary to coordinate the recall of staff to assist with major incidents
- Identify gaps in 111 resourcing using (GRS), liaising with Clinical Scheduling where required
- Provide accurate management reports in regard to complaints; investigations; grievances and projects
- In conjunction with senior managers and trainers ensure that all staff are kept fully updated of changes to polices and procedures, whilst ensuring these are implemented appropriately with minimal delays
- Responsible for the delivery of operational performance KPIs whilst on duty.
- Responsible for providing support and guidance to direct reporting staff.
- Responsible for monitoring demand levels and applying escalation plans as required (if possible, before), delays occur.
- Responsible for managing Health Advisors to maintain an effective communications link between call handling and external providers.
Person Specification
Qualifications
Essential
- Higher Education - combination of knowledge, skills and experience equating to degree level or equivalent standard
Desirable
- Recognised leadership and management qualifications - Level 4 or above (CMI/ILM)
Experience
Essential
- Suitable experience managing and controlling varying resources in high pressured environment for a minimum of 2 years
- Previous experience working in a call centre
Desirable
- Experience in the methodology of high performance ambulance systems
- NHS pathways qualified with compliant standards
- Competent in dispatching capability evidenced through performance reports
Skills
Essential
- Excellent interpersonal skills, ability to communicate effectively verbally and producing good written information
- Ability to develop effective working relationships, demonstrate profressional credibility with colleagues at all levels
Knowledge
Essential
- Working knowledge of workforce management systems
- Working knowledge of Avaya/CMS systems
Person Specification
Qualifications
Essential
- Higher Education - combination of knowledge, skills and experience equating to degree level or equivalent standard
Desirable
- Recognised leadership and management qualifications - Level 4 or above (CMI/ILM)
Experience
Essential
- Suitable experience managing and controlling varying resources in high pressured environment for a minimum of 2 years
- Previous experience working in a call centre
Desirable
- Experience in the methodology of high performance ambulance systems
- NHS pathways qualified with compliant standards
- Competent in dispatching capability evidenced through performance reports
Skills
Essential
- Excellent interpersonal skills, ability to communicate effectively verbally and producing good written information
- Ability to develop effective working relationships, demonstrate profressional credibility with colleagues at all levels
Knowledge
Essential
- Working knowledge of workforce management systems
- Working knowledge of Avaya/CMS systems
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.
