Control / Despatch Team Leader - Full time Closing Date Friday 24th September 2021
Leading the Staffordshire Dispatch Team, the Team Leader will provide leadership and accountability for the efficient planning, booking and dispatch service for non-emergency patient transport (NEPTS) across Staffordshire. The post holder will be support to the CCO Ops Manager with the coordination and management of the end to end patient transport pathway. This will include the line management of the dispatch and planning team, an excellent understanding of the NEPTS contract and excellent communication skills both internally and with external stakeholders.
Main Duties and Responsibilities of the Role (List/Outline)
Main Duties and Responsibilities of the Role:
• Accountable for the smooth running of the team including but not limited to the management of dispatch staff rotas, line management of all dispatch team members.
Check and plan daily and future bookings within the CAD (Computer Aided Dispatch), ensuring resourcing is correct and all sub-contractor, taxi and volunteers are informed where applicable.
• To receive in an accurate, effective, and polite manner, requests for patient transport and queries regarding ambulance journeys, ensuring compliance with relevant service procedures and standing orders.
• To have a working knowledge of patient eligibility criteria and Patient Transport Services.
Undertake general clerical duties including but not exclusive checking booking lists, data input, completing ad-hoc forms/invoices, as necessary.
• Provide feedback and guidance to booking advisors where issues are identified on an adhoc basis and liaise with the Dispatch Team for any recurring issues and to work with the team on actions plans to put corrective actions in place.
• Ensure the team dispatch and management of the operational crews to ensure timely and efficient collection and delivery of patients between destinations and achieving contractual targets.
• Have a good working knowledge of the vehicle tracking system and patient transport software (Cleric) following induction training.
• Liaise with the transport and operational teams as and when required to make adjustments to the schedule as and when issues are identified to ensure minimized impact on the patient experience.
• Relay relevant information and changes to the crews as and when required to ensure full and correct understanding of changes and corrective actions required.
• Deal promptly, professionally, and efficiently with all telephone calls received taking appropriate action on own initiative where required.
• Maintain patient flow across all control areas through effective liaison with colleagues and hospital staff and prompt resolution of urgent problems and appropriate responses to unplanned events.
• Have an awareness and comply with all business policy and procedure.
• Maintain an open participative style of working practices consistent with the provision of an effective and professional service.
• Support the business and the roles of other team members, assisting in the completion of their duties as and when required.
• Provide a flexible, co-operative role covering for the absence of colleagues and the demands of the department. This may require working at other locations and some weekends and bank holidays, on a rota basis.
• Liaise with the Operational Supervisors to ensure the effective and efficient use of resources and for the resolution of problems.
• Utilise, to maximum effect, telecommunications, and IT equipment, within the call centre environment, ensuring any defects or malfunctions or equipment are reported.
• Ensure appropriate liaison with other agencies such as GP’s, Nursing Homes, Hospital Clinics and Wards regarding booking issues when required.
• Ensure compliance with patient care and safety protocols and guidelines.
• Maintain a high standard of housekeeping and cleanliness in all work areas.
• Contribute to projects and initiatives aimed at improving patient care and service delivery and improved productivity.
The above is not intended to provide an exhaustive list of duties, but to indicate the main areas of responsibility, and is subject to review and amendment in response to the changing needs of the business.
Health and Safety / Risk Management:
· All staff are responsible for working with their colleague to maintain and improve the quality of services provided to out patients and our service users. This includes complying at all times with the business’s policies, including Health and Safety policies, in particular by following agreed safe working procedures and reporting incidents using the business’s incident reporting system.
· All post holders have a responsibility to report risk such a clinical and no clinical accidents or incidents promptly. They should be familiar with the Company’s use if risk assessments to predict an control risk, as well as the incident reporting system for learning mistakes and near misses. In order to improve services.
· Post holders must also attend training identified by their manager, or stated by ERS Medical to be mandatory.
· All individuals have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that the Organisation’s health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.
· All staff have a duty to protect their own health and safety and that of others persons who may be affected by their acts or omissions.
· Support an environment where health and safety considerations are firmly imbedded in the way you undertake your work.
· Promote a positive organisational image.
· Assist with the promotion of core values.
Equality and Diversity:
§ Promote equality of opportunity and diversity in area of responsibility. No person whether they are staff, patient or visitor should receive less favourable treatment, because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.
§ Ensure compliance with equality and diversity legislation and develop active commitment to the need to ensure equality of opportunity and the benefits of diversity.
§ Indicate an acceptance of, commitment and promotion of the principles underlying the Organisation’s Equality and Diversity policy.
Code of Conduct:
All individuals all expected to act in accordance with the Organisation’s code of conduct and if applicable, the code of conduct for their appropriate professional body. In addition, managers should act in accordance with the principles of the Code of Conduct for Managers in undertaking all aspects of their role.
Policies and Procedures:
Individuals are also required to comply with the policies, procedures and protocols in place within the Organisation. These are available from the Human Resources department or from the staff portal on the website on the Organisation intranet.
Governance and Security
· Support the business to act safety and responsibly in relation to staff patients, and the communities in which they work.
· Ensure that the law in Key areas such as Health and Safety, and Information Governance is complied with in your work area.
· Ensure incidents are reported through ERS Medicals’ reporting system.
· Comply with health, safety, and security issues in your workplace.
· As part of the appraisal process employees have joint responsibility with their line manager to identify any learning and development needs in order to meet the agreed performance standards.
· Undertake necessary training and development to ensure that your own continuous professional development is maintained.
· The job holder will undertake all mandatory training required for the role.
Policies and Procedures
· Individuals are also required to comply with policies, procedures and protocols in place within the business. (These are available from Human Resources department or Operation Team).
· Ensure own compliance with business’s policies, producers and current legislation.
· Ensure the progress and quality of your work meets the requires standards of performance.
Infection Prevention and Control
· All individuals have a personal obligation to adhere to current guidance on methods to reduce healthcare-associated infections (HCAIs).
· Post holders must be familiar with the business’s Infection Prevention and Control Policies, including those that apply to their duties, such as Hand Hygiene Policy and Personal Protective Equipment Policy.
· Individuals must undertake mandatory training in Infection Prevention and Control and be compliant with all measures required by the business to reduce HCAI’S.
Safeguarding Children and Vulnerable Adults
· Post holder have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of specific duties relating to their role.
· Promote the production of children and vulnerable adults by adhering to relevant guidance and procedures.
Smoking Free Policy
· The business operates a Non-Smoking Policy which limits smoking in the workplace. Employees are required to observe the rule laid down in the policy.
· Adopt a polite, professional and respectful manner at all times.
· Maintain a professional working relationship with patient, carers, members of public, colleague and other health and social care professionals.
· Key relationships include, ERS Medical Team and Operations Teams.
· Demonstrate effective and appropriate skills in communicating information, to colleague, patients and relatives.
· The job description is not intended to be exhaustive and it is likely that duties may be altered from time to time in the light of changing circumstances, in discussion with the post-holder.
· Due the nature of the work, this post is exempt from the provision (42) of the rehabilitation of offenders’ act 1974 (Exemptions) order 1975. The post holder will therefore be required to apply for DBS check.
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