Job summary
This is an exciting opportunity for a candidate with strong communication and organisational skills to develop their operational leadership skills working within the System Co-Ordination Centre of South West London (SWL) ICB. The Surge and Single Point of Access Manager will work with the UEC & Mental Health providers in the 6 boroughs in SWL on early identification of emerging issues and potential areas of operational pressure, and facilitation of escalation processes across the system. The role also includes coordinate the reporting requirements for the service and provide an operational link between the ICB, NHSE and local providers.
The role is based at The Broadway, Wimbledon, with an agile working model, there will also be opportunities for regular working from home within the position. The team works flexibly across the year, working across seven days a week including bank holidays. Shifts times within the SCC are currently 08:00-16:00, 09:00-17:00 and 10:00-18:00.
The successful applicant will have insight or experience in Operational management / Emergency care, ideally in an acute provider, have enhanced insight into the operational workings of the UEC pathways and be an expert communicator with enhanced IT Skills.
The Surge and Single Point of Access Manager is a challenging but rewarding role, working with a highly supportive team of colleagues. For an informal discussion please contact Chris Pannell, Senior Room Manager at Christopher.pannell@swlondon.nhs.uk.
Main duties of the job
The post holder will be part of a wider team which manages EPRR, Incident Management, SVOC/RVOC oversight and Surge service. The role works alongside UEC providers across SW London overseeing UEC operational pressures and working with provider partners to invoke strategies and processes to identify emerging issues, providing assurance to key stakeholders, including LAs, NHSE and NHSI. The role is also a point of escalation for Social Care, Mental Health and Primary Care providers.
Some of the main duties and responsibilities of the role include:
o Supporting SWL to improve oversight and resolution of barriers to performance and achieve local A&E targets working closely with borough leads.
o Chairing system calls and escalation conversations both scheduled or in response to emerging issues, sharing system knowledge and facilitating solutions.
o Ensuring identified issues and associated actions are implemented in line with agreed plans and processes.
o Coordination of responses to NHSE/I on urgent care matters, and development of remedial action/recovery plans (in liaison with local urgent care leads) - to ensure alignment of good practice across SWL.
o Liaison with LAS regarding pressures across acute sites.
o Liaison with NHS England in relation to centralised commissioned services to ensure appropriate communication to assist with reduction in pressures across the system for patients with specialist needs, escalating to the room manager where appropriate.
About us
NHS South West London Integrated Care Board (ICB), as part of South West London Integrated Care System (ICS), is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our six boroughs: Croydon, Merton, Kingston, Richmond, Sutton and Wandsworth.
Each ICS consists of two statutory elements:o an Integrated Care Board, bringing the NHS together with its partners locally to improve health and care serviceso an Integrated Care Partnership (ICP): the broad alliance of organisations and representatives concerned with improving the care, health and wellbeing of the population, jointly convened by the ICB and local authorities in the area.
ICBs are statutory NHS bodies responsible for planning and allocating resources to meet the four core purposes of integrated care systems (ICSs):o to improve outcomes in population health and healthcare;o tackle inequalities in outcomes, experience and access;o enhance productivity and value for money and;o help the NHS support broader social and economic development.
NHS South West London Integrated Care Board decides how the South West London NHS budget is spent and develops plans to improve people's health, deliver higher quality care, and better value for money.
Job description
Job responsibilities
The role centres on operational oversight and Single Point of Access (SPA) functions for the ICB. The post holder will be responsible for:
Operational oversight for SWL, ensuring that there are robust plans in place to identify, manage and respond to surges in demand and that these are enacted at times of pressure.
Monitoring and responding to queries and escalation of issues that come into the SWL ICB Single Point of Access.
The smooth day-to-day running of the SWL SCC Room
Production of Surge related reports, and administration of archived matter and distribution groups.
Monitoring of the inbox for the SWL incident function, and administration of the mailbox.
Escalation of issues from Surge / wider system to Room manager for resolution.
Distribution and administrative management of guidance and regulators requests.
Maintenance and version control of filing system for official guidance.
Working with local urgent care networks and borough leads to assist with trouble shooting/action plans to alleviate bed pressures and acting as a liaison point escalating where appropriate.
Please see the attached job description and person specification for full details of the duties and responsibilities of the role.
Certificate of Sponsorship
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: https://www.gov.uk/government/organisations/uk-visas-and-immigration.
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: https://www.gov.uk/government/publications/criminal-records-checks-for-overseas-applicants
Job description
Job responsibilities
The role centres on operational oversight and Single Point of Access (SPA) functions for the ICB. The post holder will be responsible for:
Operational oversight for SWL, ensuring that there are robust plans in place to identify, manage and respond to surges in demand and that these are enacted at times of pressure.
Monitoring and responding to queries and escalation of issues that come into the SWL ICB Single Point of Access.
The smooth day-to-day running of the SWL SCC Room
Production of Surge related reports, and administration of archived matter and distribution groups.
Monitoring of the inbox for the SWL incident function, and administration of the mailbox.
Escalation of issues from Surge / wider system to Room manager for resolution.
Distribution and administrative management of guidance and regulators requests.
Maintenance and version control of filing system for official guidance.
Working with local urgent care networks and borough leads to assist with trouble shooting/action plans to alleviate bed pressures and acting as a liaison point escalating where appropriate.
Please see the attached job description and person specification for full details of the duties and responsibilities of the role.
Certificate of Sponsorship
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: https://www.gov.uk/government/organisations/uk-visas-and-immigration.
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: https://www.gov.uk/government/publications/criminal-records-checks-for-overseas-applicants
Person Specification
Education / Qualifications
Essential
- Relevant degree or extensive knowledge, skills and experience to equivalent level
- Evidence of continuing professional development and managerial development including management of change
Desirable
Knowledge and Experience
Essential
- Experience of performance, contract or service management in an NHS organisation
- Experience in participation in performance monitoring, and proposing and implementing corrective actions
- Experience of data analysis and interpretation skills involving complex data
- Understanding of the current issues impacting on the NHS and the impact on local services
- Can demonstrate a successful track record of participating in complex programmes within a large health/social care organisation
- Experience in developing effective working relationships with proven ability to manage conflict resolution between parties
Skills and Abilities
Essential
- Well-developed interpersonal skills to communicate complex, sensitive or contentious information succinctly and in difficult environments, in an organised and appropriate manner both verbally and in writing Self-motivated and able to work under own initiative, working on a number of pieces of work simultaneously and deliver to agreed deadlines
- Experienced in IT with an advanced working knowledge and proficient in all Microsoft Office packages, specifically Excel
- Assertive and influential in negotiations with senior managers / external stakeholders
Other
Essential
- Demonstrate commitment and role model behaviours and actions that support equality, diversity, belonging and inclusion
- Ability to work as part of a team and work flexibly to provide support to other departments and teams as and when necessary
Person Specification
Education / Qualifications
Essential
- Relevant degree or extensive knowledge, skills and experience to equivalent level
- Evidence of continuing professional development and managerial development including management of change
Desirable
Knowledge and Experience
Essential
- Experience of performance, contract or service management in an NHS organisation
- Experience in participation in performance monitoring, and proposing and implementing corrective actions
- Experience of data analysis and interpretation skills involving complex data
- Understanding of the current issues impacting on the NHS and the impact on local services
- Can demonstrate a successful track record of participating in complex programmes within a large health/social care organisation
- Experience in developing effective working relationships with proven ability to manage conflict resolution between parties
Skills and Abilities
Essential
- Well-developed interpersonal skills to communicate complex, sensitive or contentious information succinctly and in difficult environments, in an organised and appropriate manner both verbally and in writing Self-motivated and able to work under own initiative, working on a number of pieces of work simultaneously and deliver to agreed deadlines
- Experienced in IT with an advanced working knowledge and proficient in all Microsoft Office packages, specifically Excel
- Assertive and influential in negotiations with senior managers / external stakeholders
Other
Essential
- Demonstrate commitment and role model behaviours and actions that support equality, diversity, belonging and inclusion
- Ability to work as part of a team and work flexibly to provide support to other departments and teams as and when necessary
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.