Job summary
An exciting opportunity has arisen for an experienced and motivated individual to join our Non-Emergency Patient Transport Service (NEPTS) team as an Trainer and Auditor within the fast paced NEPTS Non-Emergency Operations Center (NEOC) at our Nottingham HQ, and our NEPTS Divisional HQ in North Hykeham, Lincolnshire
The NEOC trainer and auditor is responsible for the training of all call handlers and control staff within NEPTS. Ensuring high standards of competency and compliance are achieved.
This will be measured by ongoing auditing of calls and skills to ensure consistency and best practice is maintained across the NEPTS service.
Main duties of the job
The role is to support the NEOC Service Support Managers to deliver a high-quality service which meets both national and local Key Performance Indicators (KPIs)
The post holder will be responsible for the training of new staff and ongoing training of established staff to the required standards as set out by the Service Support Manager over our two control rooms.
The post holder is responsible for auditing non-emergency telephone calls received and undertaken by the EMAS NEPTS service.
Responsible for collating data to be analysed for production of NEPTS quality assurance standard reports in order to establish areas of focus for training.
Ensuring quality assurance is maintained within the NEPTS control and call handling function by supporting them to practice safely and effectively and meet the standards required for the Trust so ensuring high standards of professionalism are always maintained.
About us
The NEPTS control room is a fast paced and exciting place to work. We are a small team who look after the provision on NEPTS service across Derbyshire , Northamptonshire and Lincolnshire
Due to the team being small the atmosphere within the control room is very "can do" with hands on solutions to problems and challenges.
The team and room is always evolving to embrace new technology, systems and process.
Job description
Job responsibilities
Communication and Relationship Skills
- To act as a focal point for staff in relation to NEOC training enquires and points of clarity.
- Provide feedback to staff, both verbally and in writing.
- The trainer and auditor will ensure that effective communication / reports are established between the call handling, control, and management teams.
Knowledge, Training and Experience
- The trainer, auditor will be a subject matter specialist in both call handling and NEPTS control.
- Identify training needs and development for the NEOC.
- Provide training and assessments for staff with identified learning needs and those with less than 12 months experience to reach the standards required.
- Assist and participate in the mentoring and development of existing and new employees.
- Regularly utilise the control room cleric system including inputting reviewed calls.
- Undertake necessary training and development to ensure that your own skills are maintained and that you develop these skills as new technology is introduced.
- Take part in the Appraisal and Review process of the Trust and take a lead in identifying own development needs and maintain a folder of evidence of Continuing Professional Development
- To be able demonstrate an understanding of work procedures and practice in relation to Cleric control and dispatch software.
- The trainer and auditor will demonstrate knowledge of how NEPTS delivers its services for patients and awareness of NEPTS operational plans.
- There is a requirement to demonstrate an understanding of key performance indicators and principles related policies and procedures.
Analytical and Judgement Skills
- To extract data from the NICE voice recorder to enable staff to review their performance.
- Review random samples of NEPTS calls and provide written and verbal feedback.
- Uses the nice recorder to review calls requiring accuracy, quality and understanding of confidentiality.
- Assist with the Investigation of complaints for PALS and IR1s where concerns have been raised in accordance with the Trusts patient Advice and Liaison Service (PALS) and/or Complaints procedure.
- Regularly undertake audits for research to improve processes and patient care.
Planning and Organisational Skills
- Complete a training plan and provide training for all new starters and alternative duties staff to the required standard.
- There is a requirement to work regularly without supervision.
- Demonstrate initiative to support the NEPTS service support manager to resolve training issues and problems which prevent the service from providing the provision of high-quality care.
Physical Skills
- The Trainer and Auditor will input, extract, and manipulate data on a daily basis, demonstrating competency in the use of MS Word and Excel and other work-related systems.
Policy and Service Development
- Ensure adherence to Health and Safety at work Act and the Trusts Disciplinary and Grievance procedures.
- Maintain confidentiality in line with the Trust policy and ensure compliance with the Data Protection Act and Caldicott principles.
- Ensure compliance with any Trust or directorate policies, procedures, and guidelines.
- Maintain and promote a culture of equal opportunities in the workplace.
- Participate in the review and implementation of new systems and contribute to the development of NEPTS processes relating to the NEOC function.
Financial and Physical Resources
- The post holder will observe a personal duty of care in relation to equipment and resources used in the course of work.
Human Resources
- To willingly participate in self-development opportunities to continually improve performance, taking an active part in the appraisal and personal development planning system and undertake development activities that are identified.
Information Resources
- Review the processes used for collating information, making suggestions for improvement.
Freedom to Act
- There is a requirement to work under their own initiative, guided by precedent and clearly defined occupational policies, protocols, procedures and codes of practice. Works within departmental procedures, work is checked on a regular basis.
Physical Effort
- There is a frequent requirement for sitting in a restricted position for a substantial proportion of the working time, operating a personal computer and other equipment.
- There may be a requirement to travel to other locations to provide training and auditing services.
Mental Effort
- There is a frequent requirement for prolonged concentration.
Working Conditions
- Ensure that the immediate work environment is kept clean and tidy and free from obstructions.
- There is a requirement to use a personal computer continuously daily.
Risk, Health & Safety
- Responsible for the personal duty of care in relation to equipment and resources used in course of work.
- Report incidents and near misses in a timely and accurate manner in line with the trusts risk management procedures.
- Completion of the annual display screen and equipment risk assessment.
Job description
Job responsibilities
Communication and Relationship Skills
- To act as a focal point for staff in relation to NEOC training enquires and points of clarity.
- Provide feedback to staff, both verbally and in writing.
- The trainer and auditor will ensure that effective communication / reports are established between the call handling, control, and management teams.
Knowledge, Training and Experience
- The trainer, auditor will be a subject matter specialist in both call handling and NEPTS control.
- Identify training needs and development for the NEOC.
- Provide training and assessments for staff with identified learning needs and those with less than 12 months experience to reach the standards required.
- Assist and participate in the mentoring and development of existing and new employees.
- Regularly utilise the control room cleric system including inputting reviewed calls.
- Undertake necessary training and development to ensure that your own skills are maintained and that you develop these skills as new technology is introduced.
- Take part in the Appraisal and Review process of the Trust and take a lead in identifying own development needs and maintain a folder of evidence of Continuing Professional Development
- To be able demonstrate an understanding of work procedures and practice in relation to Cleric control and dispatch software.
- The trainer and auditor will demonstrate knowledge of how NEPTS delivers its services for patients and awareness of NEPTS operational plans.
- There is a requirement to demonstrate an understanding of key performance indicators and principles related policies and procedures.
Analytical and Judgement Skills
- To extract data from the NICE voice recorder to enable staff to review their performance.
- Review random samples of NEPTS calls and provide written and verbal feedback.
- Uses the nice recorder to review calls requiring accuracy, quality and understanding of confidentiality.
- Assist with the Investigation of complaints for PALS and IR1s where concerns have been raised in accordance with the Trusts patient Advice and Liaison Service (PALS) and/or Complaints procedure.
- Regularly undertake audits for research to improve processes and patient care.
Planning and Organisational Skills
- Complete a training plan and provide training for all new starters and alternative duties staff to the required standard.
- There is a requirement to work regularly without supervision.
- Demonstrate initiative to support the NEPTS service support manager to resolve training issues and problems which prevent the service from providing the provision of high-quality care.
Physical Skills
- The Trainer and Auditor will input, extract, and manipulate data on a daily basis, demonstrating competency in the use of MS Word and Excel and other work-related systems.
Policy and Service Development
- Ensure adherence to Health and Safety at work Act and the Trusts Disciplinary and Grievance procedures.
- Maintain confidentiality in line with the Trust policy and ensure compliance with the Data Protection Act and Caldicott principles.
- Ensure compliance with any Trust or directorate policies, procedures, and guidelines.
- Maintain and promote a culture of equal opportunities in the workplace.
- Participate in the review and implementation of new systems and contribute to the development of NEPTS processes relating to the NEOC function.
Financial and Physical Resources
- The post holder will observe a personal duty of care in relation to equipment and resources used in the course of work.
Human Resources
- To willingly participate in self-development opportunities to continually improve performance, taking an active part in the appraisal and personal development planning system and undertake development activities that are identified.
Information Resources
- Review the processes used for collating information, making suggestions for improvement.
Freedom to Act
- There is a requirement to work under their own initiative, guided by precedent and clearly defined occupational policies, protocols, procedures and codes of practice. Works within departmental procedures, work is checked on a regular basis.
Physical Effort
- There is a frequent requirement for sitting in a restricted position for a substantial proportion of the working time, operating a personal computer and other equipment.
- There may be a requirement to travel to other locations to provide training and auditing services.
Mental Effort
- There is a frequent requirement for prolonged concentration.
Working Conditions
- Ensure that the immediate work environment is kept clean and tidy and free from obstructions.
- There is a requirement to use a personal computer continuously daily.
Risk, Health & Safety
- Responsible for the personal duty of care in relation to equipment and resources used in course of work.
- Report incidents and near misses in a timely and accurate manner in line with the trusts risk management procedures.
- Completion of the annual display screen and equipment risk assessment.
Person Specification
Qualifications
Essential
- Minimum of 3 GSCE or equivalent including Maths and English at grade C
- Holds a current driving license
Desirable
- NVQ Level 3 in Customer Service
Experience
Essential
- Qualification or evidence of coaching and/or training
- Experience of auditing calls
Desirable
- Experience of supporting staff development
Knowledge
Essential
- Knowledge and understanding of equality and diversity issues in relation to learning and development.
Desirable
- Knowledge of NEPTS and cleric
Person Specification
Qualifications
Essential
- Minimum of 3 GSCE or equivalent including Maths and English at grade C
- Holds a current driving license
Desirable
- NVQ Level 3 in Customer Service
Experience
Essential
- Qualification or evidence of coaching and/or training
- Experience of auditing calls
Desirable
- Experience of supporting staff development
Knowledge
Essential
- Knowledge and understanding of equality and diversity issues in relation to learning and development.
Desirable
- Knowledge of NEPTS and cleric
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.
