Job summary
We are seeking x3 committed and adaptable System Coordination Centre (SCC) Support Specialists to join our team in this new and exciting post, each role playing a key role in ensuring seamless operations across our system by providing front-line support in the Hertfordshire and West Essex System (HWE) Coordination Centre.
The HWESCC exists is thecentral co-ordination service to providers of care across the Integrated Care System (ICS) footprint, with the aim to support patient access to the safest and best quality of care possible.
The SCC is responsible for supporting interventions across the ICS on key systemic issues that influence patient flow.
These positions are integral to the System Coordination Centre's ability to provide comprehensive support coverage across its operating hours, from 8 AM to 6 PM, seven days a week. The roles require working on a rotating roster across a 7-day week, which includes weekends and public holidays. Flexibility and commitment to this varied schedule are essential for these posts, as each shift directly contributes to our ongoing success in meeting service demands.
As one of the SCC Support Specialists, you will be essential in monitoring system activity, troubleshooting issues, and maintaining service quality within a fast-paced environment. Your ability to manage system needs and optimise operations will help us deliver an excellent service to the HWE ICS.
Main duties of the job
As one of the SCC Support Specialists, the post holder will work as part of a dynamic team, ensuring an effective HWE ICB SCC is in place. Working within the integrated Emergency Preparedness, Resilience and Response (EPRR) /Operations and Urgent and Emergency Care (UEC) teams, the post holders will work a rostered shift pattern, fulfilling the SCC core operating hours 08.00-18.00hrs across 7 days a week.
These post holders must be able to support proactive co-ordination of a system response to operational pressures and risks. Using a range of dashboards to interpret data to predict upcoming areas of demand and work with system providers on a range of actions to proactively reduce the impact on patient flow and improve patient safety. Previous experience with dashboards including SHREWD Resilience, CAD Online, SharePoint and Microsoft Power BI are beneficial however not essential.
Attend and work at the SCC's physical hub at locations within the Herts and West Essex footprint as required and at short notice.
About us
NHS Hertfordshire and West Essex Integrated Care Board (ICB) is the local NHS organisation that plans and oversees how NHS money is spent and makes sure health services work well and are of high quality.
The ICB's role is to join up health and care services, improve health and wellbeing and reduce health inequalities for the 1.6 million people who live in Hertfordshire and West Essex.
It's an exciting time for us and we're looking for people who enjoy working in a fast-paced, vibrant environment that can help us achieve our aim.
If you share our passion for people and want to make a positive change to their health and health services, then we would want to hear from you.
Job description
Job responsibilities
Responsible for the effective management and operation of the SCC Single Point of Contact (SPoC).
Responsible for monitoring real time digital software of key SCC and system metrics, e.g. ambulance handovers, numbers of patients in ED etc. for situational awareness and would be expected to escalate concerns, issues and requests for actions onto the relevant provider.
Provide good quality records as required and in a timely fashion and will undertake reporting and analysis of information to support service delivery.
Be able to handle sensitive and confidential information, verbally and in writing.
Represent the team out of hours (during weekend/ bank holiday periods) with the Senior Manager On-Call as a further escalation point as and when required.
Ensure administrative support for all allocated submissions and meetings, including system escalation calls.
Establish and maintain professional relationships with colleagues of all levels.
Work with other external partners, systemwide, to ensure support of completion of any workload, actions and tasks as necessary.
Identify issues and actions required, following agreed SCC Protocol and procedures to resolve any issues and/or escalate when necessary.
Ensure the appropriate SCC leads are appraised of all necessary information for escalation and/or attention.
To act as a decision loggist for the ICB as and when required, undertaking and / or renewing appropriate training at regular intervals
The post holder will work alongside the wider rostered SCC, EPRR and operational colleagues to:
Support day to day decision making and ensures the SCC is delivering its Standard Operating Protocol (SOP) to full effect.
Support the management and oversight of system capacity, demand and escalations across the ICS.
Outside of SCCs core operating hours provide a comprehensive handover and action plan to the HWE ICB On-Call Team.
Job description
Job responsibilities
Responsible for the effective management and operation of the SCC Single Point of Contact (SPoC).
Responsible for monitoring real time digital software of key SCC and system metrics, e.g. ambulance handovers, numbers of patients in ED etc. for situational awareness and would be expected to escalate concerns, issues and requests for actions onto the relevant provider.
Provide good quality records as required and in a timely fashion and will undertake reporting and analysis of information to support service delivery.
Be able to handle sensitive and confidential information, verbally and in writing.
Represent the team out of hours (during weekend/ bank holiday periods) with the Senior Manager On-Call as a further escalation point as and when required.
Ensure administrative support for all allocated submissions and meetings, including system escalation calls.
Establish and maintain professional relationships with colleagues of all levels.
Work with other external partners, systemwide, to ensure support of completion of any workload, actions and tasks as necessary.
Identify issues and actions required, following agreed SCC Protocol and procedures to resolve any issues and/or escalate when necessary.
Ensure the appropriate SCC leads are appraised of all necessary information for escalation and/or attention.
To act as a decision loggist for the ICB as and when required, undertaking and / or renewing appropriate training at regular intervals
The post holder will work alongside the wider rostered SCC, EPRR and operational colleagues to:
Support day to day decision making and ensures the SCC is delivering its Standard Operating Protocol (SOP) to full effect.
Support the management and oversight of system capacity, demand and escalations across the ICS.
Outside of SCCs core operating hours provide a comprehensive handover and action plan to the HWE ICB On-Call Team.
Person Specification
Qualifications
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.
Experience and Knowledge
Essential
- Experience at logging system wide meetings
- Experience of working in operational environment
- Experience of successfully managing tasks & working with other people to ensure objectives and deadlines are met and quality maintained.
- Excellent time management skills with the ability to re-prioritise workload.
- Problem solving skills and ability to respond to sudden unexpected demands
- Advanced skills in using Microsoft products (Excel, Outlook, PowerPoint, MS Teams and Word)
- Problem solving skills and ability to respond to sudden unexpected demands
Person Specification
Qualifications
Essential
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area.
Experience and Knowledge
Essential
- Experience at logging system wide meetings
- Experience of working in operational environment
- Experience of successfully managing tasks & working with other people to ensure objectives and deadlines are met and quality maintained.
- Excellent time management skills with the ability to re-prioritise workload.
- Problem solving skills and ability to respond to sudden unexpected demands
- Advanced skills in using Microsoft products (Excel, Outlook, PowerPoint, MS Teams and Word)
- Problem solving skills and ability to respond to sudden unexpected demands
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.
