Job summary
The Service Support Manager is a newly established role to EMAS NEPTS bringing together direct line management of a small and dedicated team and the opportunity to influence, engage and support, staff and stakeholders.
Based within the Non-emergency patient transport service (NEPTS) control room (Non-Emergency operations center NEOC) the SSM will be responsible for the day to day management of the NEOC. Liaising with the management team to ensure smooth running of the NEOC.
The SSM will be the first point of contact for escalations from the Duty Control Operations managers. Be responsible for monitoring KPIs and liaise with our stakeholders as and when required
Main duties of the job
The main responsibility of the role is the effective and safe management of the non-emergency operations centre in Nottingham. This includes both the control and call handling functions.
We are looking for candidates who have a drive for excellence and the ability and passion to influence change, be innovative and excited to take this new role forward.
About us
NEPTS is a small but dedicated team who's drive comes from doing the right thing by our patients, stakeholders and staff.
EMAS is a forward looking and diverse organisation which takes the welfare, education and support of its staff seriously.
Job description
Job responsibilities
Main responsibilities:
Oversees the day to day running of the NEOC. Including control and call taker functions.
- Work closely with the Performance Delivery Managers to ensure service delivery is maintained. This should include vehicle to staff ratios, staff availability within the control function.
- Provide support to the NEPTS Operations Managers and staff within the NEOC
- Monitor Key Performance Indicators within the control room to ensure they are met as per the contracted requirements.
- Has responsibility for the delivery of key performance indicators as determined by the Service Level Agreements
- Assumes a key role in relevant projects with responsibility for specific outcomes assigned by the PDM or Head of NEPTS
- Liaise with Clinical Commissioning Groups, contract managers and stakeholders as required
- Plays an active role in the analysis of local risks within the Trusts Risk Management Strategy, contributing to recommendations for appropriate measures of control including risk assessment of individual patient needs as required
- Compile records and report issues to the Performance Delivery Managers regarding service delivery within the control room.
- Maintain and promote patient confidentiality within the control room.
- Carry out call handling, control and planning if required by demand.
- Monitor and report on the efficiency and service delivery performance of the control and planning function.
- Work with HR to support staff when and where required.
- Attend meetings both internal and external as required.
- Attend Patient and Stakeholder Forums to gather feedback to continuously improve the patient experience and service delivery
- Chair internal meetings and provide feedback to the relevant Performance delivery manager
- Contributes to producing and analysing management information.
- Contributes to the strategic development of NEPTS services through the Performance Delivery Managers using knowledge and experience and through patient feedback, the negotiation process, service developments and staff views
- Develop innovations and service improvement with Stakeholders; work with the Performance Delivery Managers and Head of NEPTS in developing the implementation strategy.
- Reviews risks arising out of complaints, PALS and untoward incidents to make recommendations for improvements in practice or service delivery
- Ensures suitable and effective risk management practices are implemented and adhered to in order to achieve high standards of governance, optimise the use of resources and achieve corporate objectives
- Formulates long term strategic plans
- Regularly communicates relevant information to members of the NEPTS team ensuring members are aware of relevant issues
- Establishes appropriate communication links that reflect the needs of staff, purchasers and patients, developing and encouraging a culture of participation and involvement. Regularly evaluate the quality and effectiveness of communication and make recommendations for improvement.
- Is responsible for a range of policy implementation and development within the control room
- Monitors the budget within the control room for overtime and third-party spending including taxi providers. Hold holds budgetary responsibility for authorisation of ECJ bookings.
- Responsible for the line management of the control room.
- Responsible for the management of training within the department.
- Is aware of business continuity arrangements within the control room and works as part of the incident management team as required
operates as control and planning operational commander as required in
the event of major or business continuity incident when on duty
- Carry out sickness meetings, PDRs, grievances and disciplinary.
- Attend any relevant training
Job description
Job responsibilities
Main responsibilities:
Oversees the day to day running of the NEOC. Including control and call taker functions.
- Work closely with the Performance Delivery Managers to ensure service delivery is maintained. This should include vehicle to staff ratios, staff availability within the control function.
- Provide support to the NEPTS Operations Managers and staff within the NEOC
- Monitor Key Performance Indicators within the control room to ensure they are met as per the contracted requirements.
- Has responsibility for the delivery of key performance indicators as determined by the Service Level Agreements
- Assumes a key role in relevant projects with responsibility for specific outcomes assigned by the PDM or Head of NEPTS
- Liaise with Clinical Commissioning Groups, contract managers and stakeholders as required
- Plays an active role in the analysis of local risks within the Trusts Risk Management Strategy, contributing to recommendations for appropriate measures of control including risk assessment of individual patient needs as required
- Compile records and report issues to the Performance Delivery Managers regarding service delivery within the control room.
- Maintain and promote patient confidentiality within the control room.
- Carry out call handling, control and planning if required by demand.
- Monitor and report on the efficiency and service delivery performance of the control and planning function.
- Work with HR to support staff when and where required.
- Attend meetings both internal and external as required.
- Attend Patient and Stakeholder Forums to gather feedback to continuously improve the patient experience and service delivery
- Chair internal meetings and provide feedback to the relevant Performance delivery manager
- Contributes to producing and analysing management information.
- Contributes to the strategic development of NEPTS services through the Performance Delivery Managers using knowledge and experience and through patient feedback, the negotiation process, service developments and staff views
- Develop innovations and service improvement with Stakeholders; work with the Performance Delivery Managers and Head of NEPTS in developing the implementation strategy.
- Reviews risks arising out of complaints, PALS and untoward incidents to make recommendations for improvements in practice or service delivery
- Ensures suitable and effective risk management practices are implemented and adhered to in order to achieve high standards of governance, optimise the use of resources and achieve corporate objectives
- Formulates long term strategic plans
- Regularly communicates relevant information to members of the NEPTS team ensuring members are aware of relevant issues
- Establishes appropriate communication links that reflect the needs of staff, purchasers and patients, developing and encouraging a culture of participation and involvement. Regularly evaluate the quality and effectiveness of communication and make recommendations for improvement.
- Is responsible for a range of policy implementation and development within the control room
- Monitors the budget within the control room for overtime and third-party spending including taxi providers. Hold holds budgetary responsibility for authorisation of ECJ bookings.
- Responsible for the line management of the control room.
- Responsible for the management of training within the department.
- Is aware of business continuity arrangements within the control room and works as part of the incident management team as required
operates as control and planning operational commander as required in
the event of major or business continuity incident when on duty
- Carry out sickness meetings, PDRs, grievances and disciplinary.
- Attend any relevant training
Person Specification
Qualifications
Essential
- Management qualification to degree level or equivalent.
- 5 GCSE A - C or equivalent
Desirable
Experience
Essential
- Experience of working/managing in a call center/control room
- Experience of People Management
Desirable
- Training and development of staff
- Experience of Healthcare Stakeholders
Knowledge
Essential
- A good working knowledge of the NHS and specifically Patient transport services
Desirable
- Ability to analyse multiple problems and resolve issues
Person Specification
Qualifications
Essential
- Management qualification to degree level or equivalent.
- 5 GCSE A - C or equivalent
Desirable
Experience
Essential
- Experience of working/managing in a call center/control room
- Experience of People Management
Desirable
- Training and development of staff
- Experience of Healthcare Stakeholders
Knowledge
Essential
- A good working knowledge of the NHS and specifically Patient transport services
Desirable
- Ability to analyse multiple problems and resolve issues
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).
Employer details
Employer name
East Midlands Ambulance Service NHS Trust
Address
East Midlands Ambulance Service NHS Trust Trust Headquarters
1 Horizon Place, Mellors Way
Nottingham
NG8 6PY
Employer's website
https://www.emas.nhs.uk/ (Opens in a new tab)
