Job summary
As an integral part of the management of the Emergency Operations Centre (EOC), the Performance Manager - Call Handling will provide support, supervision and leadership to staff within the Emergency Call Handling function as the lead specialist in EOC.
To lead a team of Emergency Call Handlers and Emergency Call Co-ordinators, ensuring that all elements of the call handling functions within the EOC are undertaken to the standard required and in accordance with Trust policy and procedure.
To ensure Emergency Call staff deliver high-quality services in line with EOC and Trust policies and procedures.
To support the Watch Managers to ensure that adequate staffing levels within the Call Handling EOC are maintained and staff are competent to undertake their roles.
Please note: Successful applicants will be required to complete a 13-month apprenticeship, delivered through our LAS Centre of Excellence for Leadership and Culture (CELC). This bespoke apprenticeship journey is led internally by our expert Organisational Development and Talent Management (OD&TM) Team, combining interactive learning with real-time leadership experience. You will build a portfolio of evidence as you go, showcasing your growth and achievements. Upon successful completion of the programme (including an end-point assessment), you will meet the nationally recognised apprenticeship standards and also gain recognition from the prestigious Chartered Management Institute (CMI).
Main duties of the job
- To manage the delivery of the Call Handling function in EOC ensuring that all calls are effectively and efficiently answered.
- To be a role model leader by demonstrating effective and appropriate behaviours in both the day-to-day and high risk, difficult and distressing situations; being flexible by demonstrating the appropriate leadership styles and adapting communication to match the situation and audience.
- To monitor and review calls received in the EOC and ensure they are answered in a timely manner in accordance with performance indicators and to take any remedial action required in order to ensure compliance
- To manage all Emergency Call staff in dealing with complex, sensitive or contentious information regarding a patient's condition.
- To support the objectives of both EOC and the Trust in respect of efficiency, quality, governance, performance and staff/stakeholder engagement.
- To provide training, guidance, instruction and support to EOC staff
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
A copy of the Performance Manager Call Handling JD has been attached in the Documents section detailing main responsibilities and person specification.
Job description
Job responsibilities
A copy of the Performance Manager Call Handling JD has been attached in the Documents section detailing main responsibilities and person specification.
Person Specification
Qualifications, Accreditations, Education
Essential
- Must hold up to date Emergency Medical Dispatch Certification and must achieve recertification every 2 years
- Evidence of continuing professional development in Call Handling.
- Undergraduate Degree or equivalent relevant experience
Experience
Essential
- Significant experience and evidence of achievement working and communicating with Patients and Service Users in the NHS or in another Emergency Service
- Experience and evidence of achievement of taking responsibility for service performance.
- Demonstrable experience of working on own initiative as well as a team member
- Experience of supervision, mentorship and development of a staff
Desirable
- Presenting a management case to a hearing panel
Knowledge and Skills
Essential
- Highly developed communication skills and ability to communicate sometimes complicated, contentious, challenging and sensitive messages face to face and on the telephone
- Well-developed interpersonal skills in dealing clearly and sensitively with patients and members of the public, providing reassurance, advice or information as necessary
- The ability to undertake discrete pieces of work as single projects or as contributions to a larger programme
- Able to lead a team whilst working under extreme pressure
- The temperament to switch from one type of work to another at the immediate direction of a senior colleague, to do more than one thing at once, to cope with an unpredictable and uneven workload and to withstand the attendant pressures while maintaining high levels of concentration and performance standards daily
Person Specification
Qualifications, Accreditations, Education
Essential
- Must hold up to date Emergency Medical Dispatch Certification and must achieve recertification every 2 years
- Evidence of continuing professional development in Call Handling.
- Undergraduate Degree or equivalent relevant experience
Experience
Essential
- Significant experience and evidence of achievement working and communicating with Patients and Service Users in the NHS or in another Emergency Service
- Experience and evidence of achievement of taking responsibility for service performance.
- Demonstrable experience of working on own initiative as well as a team member
- Experience of supervision, mentorship and development of a staff
Desirable
- Presenting a management case to a hearing panel
Knowledge and Skills
Essential
- Highly developed communication skills and ability to communicate sometimes complicated, contentious, challenging and sensitive messages face to face and on the telephone
- Well-developed interpersonal skills in dealing clearly and sensitively with patients and members of the public, providing reassurance, advice or information as necessary
- The ability to undertake discrete pieces of work as single projects or as contributions to a larger programme
- Able to lead a team whilst working under extreme pressure
- The temperament to switch from one type of work to another at the immediate direction of a senior colleague, to do more than one thing at once, to cope with an unpredictable and uneven workload and to withstand the attendant pressures while maintaining high levels of concentration and performance standards daily
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).
