Job summary
This is an office based position. You will act as liaison between our ambulance crews, our operational staff, and health care professionals to support the transfer of mental health patients and be responsible for dispatching crews and ambulances.
This is an exciting opportunity to work undertake meaningful work supporting patients with complex mental health needs.
Full comprehensive training provided to the post-holder to the standard of an ambulance care assistant so that they understand the role of front-line staff.
This role eventually comes with on call responsibilities of one night per week and one weekend per calendar month - an additional on-call payment of £5000 per annum is made for taking on-call responsibilities. On call responsibilities are only assigned when the postholder meets full competencies. On call responsibilities are worked from home and equipment is provided.
Main duties of the job
Part time or Full time hours offered, hence the salary range.
Office-based opportunity for someone enthusiastic and keen to learn. No previous experience necessary but must be a quick learner.We operate from an extremely remote location in Borehamwood,with no nearby public transport links- access to own reliable transport, preferably your own car, is required.
The Junior Transport Coordinator will work within a small and supportive team to receive transport bookings, undertake clinical risk assessments, allocate the appropriate crew and ambulance and remotely support the conveyance of a patient by monitoring progress and tracking the crew by minute by minute GPS and crew communication.
To be considered as a Junior Transport Coordinator, you will need to demonstrate:
- Good telephone manner
- IT literacy (MS Office, Google Docs etc)
- Be customer service focused and able to effectively handle sensitive information,
- Be able to stay calm under pressure
- Ability to take initiative
- Able to work independently and as a part of a small team.
Part-time (minimum 22hours) or full time hours are offered however we will require the following shifts to be covered, with all other hours being flexible up to full-time:
Monday and Wednesday early mornings to mid-afternoon, and
Thursday and Friday afternoon to late evenings
About us
We are a small office team that work closely to support each other. We have been in operation for over 20 years specialising in the mental health sector. While based in Hertfordshire, our crews are dispatched locally and nationally. We have have an excellent reputation for being a compassionate and caring organisation and we are looking for an individual that can embody our company values of being:
- Compassionate
- Accountable
- Resilient
- Effective
What benefits can you expect as an employee?
- Supportive management
- NOW Pension contributions
- Learning opportunities for career development
- Discounted high street benefits (Blue lights card)
- Work-based flexibility
- Access to our employee assistance programmes for wellbeing support
- Free uniform (if wanted)
- Informal working environment with friendly team
- Annual performance based bonus following appraisal
- Development programme
Job description
Job responsibilities
The post holder will be responsible for supporting Transport Coordinators and Operations Manager in the smooth running of the patient
transport service. They will be responsible for dealing with all day-to-day operational issues and ensuring that
processes and policies are adhered to and targets are monitored and achieved.
The post holder will be responsible for ensuring that resources and standards allocated to the team are properly
and effectively dispatched.
After training and induction, the post holder will be responsible for and take full accountability for transport coordination to ensure that all
operational issues are effectively dealt with.
To coordinate transport requests through:
- Timely arrangement of teams to meet the specific needs of the patient
- Conducting a thorough risk assessment of each patient
- Answering client queries in a professional and helpful manner, understanding their needsand the environment within which they are operating
- Liaising with drivers, ambulance care assistants and registered mental health nurses
- Using available data to inform decisions and provide information to clients
- Ensuring the Transport dispatch system is up to date and all fields complete
- Be conversant with and work to VKLs Policies and Procedures
- Keenly understanding and being conversant with MHA paperwork required to authorise
and enable the conveyance of patients under the MHA 1983 - following training.
To support the effective running of the service through:
- Undertake weekly vehicle cleanliness audit in accordance with the infection control policy and ambulance re-stock
- Work on the on-call rota and plan for bank holidays and office closures to support cover.
- Working with the Recruitment and Compliance Administrator to ensure all Transport staff
have up to date training
- Providing ad hoc support and training to transport staff who require additional support and
guidance on specific aspects of the role
Key Relationships
- Transport coordinating team
- Operations Manager
- Drivers and Ambulance Care Assistants
- Registered Mental Health Nurses
- Client staff at all levels, specifically ward managers and Approved Mental Health Professionals
in planning and controlling patient transport requirements.
- VKL recruitment and compliance coordinator
- External suppliers including garages
Duties and Responsibilities
Operational Duties
- Responsible for the organisation and planning of all Monday Friday transport requests within
the remit of this role.
- Actively support the coordinating team and Operations Manager in monitoring service provision levels to ensure
internal and external quality, contractual and other standards are met, and implement action
to rectify any deficiencies.
- Assist and be actively involved in the successful operation and management of the dispatch system to
coordinate transport requests. This will include the input of bookings and
allocation/deallocation of work
- Ensure that low level complaints and any untoward incidents are properly reported and
handled in accordance with VKL policy and all current legislation i.e. health and safety etc.
- Control of equipment inventories and equipment/vehicle maintenance programs.
- Manage the office and vehicle stock, complete audits and ensure re-ordering in a timely
manner
- To assist in the development of methods to improve efficiency in the planning of patient
journeys.
- To assist and be actively involved in the successful operation and management for ensuring
that the in-house crews and contracted staffs are given an adequate and appropriate workload
- Ensure that the in-house crews are continually monitored throughout their shifts so that
accurate liaison can take place with clients
- Responsible for carrying out spot checks on drivers to ensure they are completing their task
in line with PTS standard operating procedure.
- To ensure all ambulances are stocked with the appropriate equipment.
- Ensure all vehicle defects are logged on the vehicle defect log
- First point of contact for all drivers - the lead for drivers in terms of any issues raised and
provides necessary support to drivers.
- To participate in the on-call rota
- To support crews as an ambulance crew member, during office hours, if required.
Strategic Responsibilities
- To work in collaboration with the Operations Manager, in maintaining a high level of morale
and staff motivation.
- To work in collaboration with the compliance team to ensure staff attendance at training
- Responsible for supporting the Coordinating team in planning and coordination of the service
- To work in collaboration with the Operations Manager, in all aspects of training for new and
current drivers and Ambulance care assistants.
- Ensure adequate staff cover at all times by compiling advance work rotas as far as possible
and recording these on the dashboard
- To report performance against Key Performance Indicators and benchmarks of Performance
using available data from VKL's dispatch system
- Support running of a program of bite-size training sessions for staff
- Manage and support the coordination and minuting of employee team meetings.
Job description
Job responsibilities
The post holder will be responsible for supporting Transport Coordinators and Operations Manager in the smooth running of the patient
transport service. They will be responsible for dealing with all day-to-day operational issues and ensuring that
processes and policies are adhered to and targets are monitored and achieved.
The post holder will be responsible for ensuring that resources and standards allocated to the team are properly
and effectively dispatched.
After training and induction, the post holder will be responsible for and take full accountability for transport coordination to ensure that all
operational issues are effectively dealt with.
To coordinate transport requests through:
- Timely arrangement of teams to meet the specific needs of the patient
- Conducting a thorough risk assessment of each patient
- Answering client queries in a professional and helpful manner, understanding their needsand the environment within which they are operating
- Liaising with drivers, ambulance care assistants and registered mental health nurses
- Using available data to inform decisions and provide information to clients
- Ensuring the Transport dispatch system is up to date and all fields complete
- Be conversant with and work to VKLs Policies and Procedures
- Keenly understanding and being conversant with MHA paperwork required to authorise
and enable the conveyance of patients under the MHA 1983 - following training.
To support the effective running of the service through:
- Undertake weekly vehicle cleanliness audit in accordance with the infection control policy and ambulance re-stock
- Work on the on-call rota and plan for bank holidays and office closures to support cover.
- Working with the Recruitment and Compliance Administrator to ensure all Transport staff
have up to date training
- Providing ad hoc support and training to transport staff who require additional support and
guidance on specific aspects of the role
Key Relationships
- Transport coordinating team
- Operations Manager
- Drivers and Ambulance Care Assistants
- Registered Mental Health Nurses
- Client staff at all levels, specifically ward managers and Approved Mental Health Professionals
in planning and controlling patient transport requirements.
- VKL recruitment and compliance coordinator
- External suppliers including garages
Duties and Responsibilities
Operational Duties
- Responsible for the organisation and planning of all Monday Friday transport requests within
the remit of this role.
- Actively support the coordinating team and Operations Manager in monitoring service provision levels to ensure
internal and external quality, contractual and other standards are met, and implement action
to rectify any deficiencies.
- Assist and be actively involved in the successful operation and management of the dispatch system to
coordinate transport requests. This will include the input of bookings and
allocation/deallocation of work
- Ensure that low level complaints and any untoward incidents are properly reported and
handled in accordance with VKL policy and all current legislation i.e. health and safety etc.
- Control of equipment inventories and equipment/vehicle maintenance programs.
- Manage the office and vehicle stock, complete audits and ensure re-ordering in a timely
manner
- To assist in the development of methods to improve efficiency in the planning of patient
journeys.
- To assist and be actively involved in the successful operation and management for ensuring
that the in-house crews and contracted staffs are given an adequate and appropriate workload
- Ensure that the in-house crews are continually monitored throughout their shifts so that
accurate liaison can take place with clients
- Responsible for carrying out spot checks on drivers to ensure they are completing their task
in line with PTS standard operating procedure.
- To ensure all ambulances are stocked with the appropriate equipment.
- Ensure all vehicle defects are logged on the vehicle defect log
- First point of contact for all drivers - the lead for drivers in terms of any issues raised and
provides necessary support to drivers.
- To participate in the on-call rota
- To support crews as an ambulance crew member, during office hours, if required.
Strategic Responsibilities
- To work in collaboration with the Operations Manager, in maintaining a high level of morale
and staff motivation.
- To work in collaboration with the compliance team to ensure staff attendance at training
- Responsible for supporting the Coordinating team in planning and coordination of the service
- To work in collaboration with the Operations Manager, in all aspects of training for new and
current drivers and Ambulance care assistants.
- Ensure adequate staff cover at all times by compiling advance work rotas as far as possible
and recording these on the dashboard
- To report performance against Key Performance Indicators and benchmarks of Performance
using available data from VKL's dispatch system
- Support running of a program of bite-size training sessions for staff
- Manage and support the coordination and minuting of employee team meetings.
Person Specification
Experience
Essential
- Demonstrable record in leading and motivating team
- members.
- Experience of working in a busy customer service
- environment, in a client facing role.
- Experience of working within a team, and liaising with
- internal and external parties.
- Experience of working and maintaining databases
- and Microsoft systems.
- Good communication skills, both verbal and
- nonverbal.
- Excellent organisational skills, with a demonstrable
- ability to manage and prioritise a variable workload.
- Understanding of confidentiality and its application
- and maintenance in and out of the workplace
Desirable
- Experience of working in a customer focused role within a
- healthcare profession.
- Experience in Patient Risk Assessment
- Experience in a transport environment, especially within
- the NHS.
Qualifications
Essential
- GCSE grade A to C in English and Maths
Ideal criteria
Essential
- -Good interpersonal and communication skills
- - Good IT Skills
Person Specification
Experience
Essential
- Demonstrable record in leading and motivating team
- members.
- Experience of working in a busy customer service
- environment, in a client facing role.
- Experience of working within a team, and liaising with
- internal and external parties.
- Experience of working and maintaining databases
- and Microsoft systems.
- Good communication skills, both verbal and
- nonverbal.
- Excellent organisational skills, with a demonstrable
- ability to manage and prioritise a variable workload.
- Understanding of confidentiality and its application
- and maintenance in and out of the workplace
Desirable
- Experience of working in a customer focused role within a
- healthcare profession.
- Experience in Patient Risk Assessment
- Experience in a transport environment, especially within
- the NHS.
Qualifications
Essential
- GCSE grade A to C in English and Maths
Ideal criteria
Essential
- -Good interpersonal and communication skills
- - Good IT Skills
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.
