Job summary
As a 111/IUC Shift Lead to be accountable for managing the delivery of the 111/IUC service on a daily basis, rotating shift basis, covering a 24 hour period;
Proactively manage demand and performance on shift working with peers, adjusting staffing or taking other remedial action as required to attain all KPIs.
Analyse call flow and telephony reports on a continuous basis, with a view to identification of any telephony or IT failure, and to have a thorough understanding of contingency arrangements, implementing them as appropriate. Ensuring escalation and consultation as necessary. Be familiar with and able to lead contingency processes in the event of planned and emergency system down time.
Ensure all identified risks to service delivery are reported appropriately to Operational Managers and On Call teams as appropriate.
Manage accidents and incidents in line with policy and guidance ensuring timely reporting and escalation where relevant.
To act as point of contact and communication filter at site for all stakeholders, briefing and directing staff and promoting clear understanding in real time of any messages around performance.
Ensure complaints, incidents, compliments and feedback are dealt with in real time and/or delegated appropriately.
Working with Team Performance Leads and Clinical Performance Leads, ensure that all staff have access to support, advice and guidance to enable them to confidently fulfil their duties.
Main duties of the job
Being accountable for delivering 111/IUC Service Plans meeting contractual, KPIs, locally agreed, clinical, quality targets and standards and teams to account by: Maintain a shift log and handover for incoming Shift Lead. Proactively manage performance on shift for the 111/IUC contract working with peers, adjusting staffing or taking other action as required - optimising performance
Support the attainment of all KPIs by the real time management of the multidisciplinary team using tools such as GRS, Cisco and other appropriate tools. Make full use of performance management monitoring tools and undertake real time monitoring of team and individual's performance, providing accurate reports on performance and other information as required, Undertake the Bridge role as and when required
About us
We are one of the world's busiest ambulance services. We have around 8,000 staff and volunteers in our Service: around 3,300 frontline crews in ambulance stations across London, 500 people in our two 999 control rooms and hundreds of support staff based in our offices across the city.
Working for us is an experience like no other, in a city like no other. Whatever your role you'll be helping people who need us the most.
Together, we all play a key part in making sure that we can respond to anyone needing our help 24 hours a day, 365 days a year.
We are committed to promoting equal opportunities across everything we do, in terms of employment and training, providing services and our engagement and decision making. We welcome diversity and look for self-motivated, enthusiastic people from all backgrounds who care about making a difference.
Job description
Job responsibilities
Delivering high-quality patient care according to Trust standards and best practices by :
- maintaining call handling standards in accordance with nationally mandated standards for 111/IUC triage;
- Responding to reports of incidents requiring investigation within agreed time frames.
- Ensuring that any new policies or processes that impact on performance or staff management are cascaded appropriately throughout the Team and that compliance and understanding is checked.
- Ensuring that staff receive timely and regular feedback.
- Provide positive and constructive feedback to the Team on a shift by shift basis.
- Working with other 111/IUC Shift Leads, 111/IUC Team Performance Leads and Clinical Performance Leads to ensure that all staff has access to support, advice and guidance to enable them to confidently fulfil their duties.
- Review staffing levels and utilise quieter periods for additional offline time to be granted for development opportunities.
- Developing and applying best-practice employee relations in contentious and sensitive situations encouraging partnership working and collaboration with managers, staff and union representatives;
- Ensure all sickness is recorded and reported appropriately in GRS and any subsequent impact on performance is identified and remedied.
- Proactively review reports and address any shortfalls, shrinkage in both the short and medium term liaising with Resourcing Team as appropriate
- Positively manage/reduce shrinkage from roster release to the day of delivery by the timely planning of any off line activity
- Address issues of punctuality and schedule adherence as they arise
- Ensure that breaks are managed effectively without detriment to divisional performance.
- Identify in real time any emerging skill mix issues and resourcing of team and discuss with the Head of 111/IUC
- Ensure all non-attendance and sickness is recorded appropriately following agreed policy and utilising recognised tools
Job description
Job responsibilities
Delivering high-quality patient care according to Trust standards and best practices by :
- maintaining call handling standards in accordance with nationally mandated standards for 111/IUC triage;
- Responding to reports of incidents requiring investigation within agreed time frames.
- Ensuring that any new policies or processes that impact on performance or staff management are cascaded appropriately throughout the Team and that compliance and understanding is checked.
- Ensuring that staff receive timely and regular feedback.
- Provide positive and constructive feedback to the Team on a shift by shift basis.
- Working with other 111/IUC Shift Leads, 111/IUC Team Performance Leads and Clinical Performance Leads to ensure that all staff has access to support, advice and guidance to enable them to confidently fulfil their duties.
- Review staffing levels and utilise quieter periods for additional offline time to be granted for development opportunities.
- Developing and applying best-practice employee relations in contentious and sensitive situations encouraging partnership working and collaboration with managers, staff and union representatives;
- Ensure all sickness is recorded and reported appropriately in GRS and any subsequent impact on performance is identified and remedied.
- Proactively review reports and address any shortfalls, shrinkage in both the short and medium term liaising with Resourcing Team as appropriate
- Positively manage/reduce shrinkage from roster release to the day of delivery by the timely planning of any off line activity
- Address issues of punctuality and schedule adherence as they arise
- Ensure that breaks are managed effectively without detriment to divisional performance.
- Identify in real time any emerging skill mix issues and resourcing of team and discuss with the Head of 111/IUC
- Ensure all non-attendance and sickness is recorded appropriately following agreed policy and utilising recognised tools
Person Specification
Qualifications
Essential
- Degree Level Education or equivalent or previous relevant experience
- Management qualification or equivalent experience
Experience
Essential
- Demonstrable recent or current management experience at the same or similar level.
Desirable
- Experience of co-ordination of inbound/outbound call taking in a contact centre environment
- Ability to work to deadlines and evidence of time management skills
- In-depth experience of leadership capability including negotiating and influencing Skills
- Previous or current working in a health care or urgent service setting.
- Evidence of coaching and mentoring
- Ability to interpret management Information reports and relate to performance improvement
Knowledge
Essential
- Demonstrating continuous personal and professional development
- Effective decision making capabilities
- Demonstrate an understanding of managing a safe working environment
- Full Awareness of the importance of Mandatory & Statutory training to including the Appraisal process
- Able to manage and develop staff performance (in real time)
- Knowledge of specialist software and systems: e.g. Adastra, Pathways, Verint, IDT
Person Specification
Qualifications
Essential
- Degree Level Education or equivalent or previous relevant experience
- Management qualification or equivalent experience
Experience
Essential
- Demonstrable recent or current management experience at the same or similar level.
Desirable
- Experience of co-ordination of inbound/outbound call taking in a contact centre environment
- Ability to work to deadlines and evidence of time management skills
- In-depth experience of leadership capability including negotiating and influencing Skills
- Previous or current working in a health care or urgent service setting.
- Evidence of coaching and mentoring
- Ability to interpret management Information reports and relate to performance improvement
Knowledge
Essential
- Demonstrating continuous personal and professional development
- Effective decision making capabilities
- Demonstrate an understanding of managing a safe working environment
- Full Awareness of the importance of Mandatory & Statutory training to including the Appraisal process
- Able to manage and develop staff performance (in real time)
- Knowledge of specialist software and systems: e.g. Adastra, Pathways, Verint, IDT
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).
