Job summary
At London Ambulance Service we have transformed our approach to managing employee relations, putting mediation, advocacy, and resolution at the forefront of what we do and minimising formal casework where we can.
The Resolution Advocacy & Mediation Manager will work alongside the Resolution Hub to promote the development of a positive working environment characterised by respectful relationships between staff at all levels. The postholder will be key in ensuring staff across the organisation utilise and have confidence in early resolution approaches to conflict.
Main duties of the job
Like any big organisation we face challenges, and this appointment is key to us building upon our successes.
- To lead the delivery of the Trust's ambition to put mediation and informal resolution at the heart of our approach to managing employee relations.
- To work with the Resolution Hub Manager to ensure the employee voice is central / not lost in the triage process.
- To escalate issues of risk and concern around employee health and wellbeing where they emerge.
- To report on caseloads, outcomes and highlight areas of good practice for organisational learning.
- Be a visible leader promoting the informal resolution services on-line and in person across the organisation.
- The Resolution Advocacy & Mediation Lead will create a 'just culture' to proactively resolve concerns at the earliest opportunity, quickly and informally ensuring that individual's health and wellbeing is paramount.
About us
London Ambulance Service serves one of the worlds most dynamic and diverse cities and is the busiest ambulance service in the UK. We handle over 1.9 million emergency calls from across the capital every year as well as delivering a 24 hour NHS 111 Integrated Urgent Care Service in South East and North East London that we estimate will respond to around 1.4million urgent care calls by the end of the year.
We employ over 9,000 people who work or volunteer, across London to respond to the health needs of over 8 million people who live, work and travel in the capital.
We work closely with our NHS partners and are commissioned by 32 clinical commissioning groups spread across 5 STPs and NHS England for our specialist services.
As the only pan-London NHS provider we have a unique opportunity to play a leading role in integrating access to emergency and urgent care right across London.
Job description
Job responsibilities
Key Result Areas
- The postholder is responsible for ensuring that the employee experience of employee relations processes is optimal.
- The postholder will be an advocate of employee health and wellbeing and will proactively intervene where processes are leading to staff being in distress and unsafe environments.
- The postholder will play an active part in the triage process advocating for informal and facilitated inputs wherever possible and reducing the overall numbers of formal cases.
- The postholder may have a small caseload and will lead facilitated discussions and deliver resolution outcomes.
- The postholder will be expected to demonstrate compassionate leadership and promote a positive workplace culture, acting as an ambassador for civility and early conflict resolution within the workplace between staff.
- The post holder will ensure that workplace disputes and conflict issues between staff raised are utilised by the organisation as an opportunity for learning and improvement.
- The postholder will continually strive for excellence both personally and also on behalf of staff and the organisation by actively challenging perceptions, behaviours and attitudes which are or could be perceived to contribute to unacceptable conflict between staff in the workplace.
- The post holder will, on a daily basis deal with highly confidential information, highly sensitive and highly contentious issues with individuals who are anxious, distressed and concerned because of their experience. They must at all times act professionally, compassionately and with care to ensure maintenance of confidentiality and that the best interest of staff, patients and the organisation are met.
Job description
Job responsibilities
Key Result Areas
- The postholder is responsible for ensuring that the employee experience of employee relations processes is optimal.
- The postholder will be an advocate of employee health and wellbeing and will proactively intervene where processes are leading to staff being in distress and unsafe environments.
- The postholder will play an active part in the triage process advocating for informal and facilitated inputs wherever possible and reducing the overall numbers of formal cases.
- The postholder may have a small caseload and will lead facilitated discussions and deliver resolution outcomes.
- The postholder will be expected to demonstrate compassionate leadership and promote a positive workplace culture, acting as an ambassador for civility and early conflict resolution within the workplace between staff.
- The post holder will ensure that workplace disputes and conflict issues between staff raised are utilised by the organisation as an opportunity for learning and improvement.
- The postholder will continually strive for excellence both personally and also on behalf of staff and the organisation by actively challenging perceptions, behaviours and attitudes which are or could be perceived to contribute to unacceptable conflict between staff in the workplace.
- The post holder will, on a daily basis deal with highly confidential information, highly sensitive and highly contentious issues with individuals who are anxious, distressed and concerned because of their experience. They must at all times act professionally, compassionately and with care to ensure maintenance of confidentiality and that the best interest of staff, patients and the organisation are met.
Person Specification
Qualifications
Essential
- A degree in a psychology, business or healthcare management or CIPD Membership Level 5, or formal counselling qualification
- Formal accreditation and qualification in workplace mediation
Knowledge & Skills
Essential
- Demonstrable experience of coaching and mentoring across a range of issues
- Experience of managing and leading team(s) of skilled mediators and facilitators
- Experienced in design and delivery of presentations and/or training to varied audiences
- Experience in providing supervision and support to mediators and conflict facilitators.
Person Specification
Qualifications
Essential
- A degree in a psychology, business or healthcare management or CIPD Membership Level 5, or formal counselling qualification
- Formal accreditation and qualification in workplace mediation
Knowledge & Skills
Essential
- Demonstrable experience of coaching and mentoring across a range of issues
- Experience of managing and leading team(s) of skilled mediators and facilitators
- Experienced in design and delivery of presentations and/or training to varied audiences
- Experience in providing supervision and support to mediators and conflict facilitators.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
