NEPTS Non-Emergency Operations Center, Trainer and Auditor

We are East Midlands Ambulance Service (EMAS), an organisation focused on delivering a high standard of emergency and urgent care to our patients across the region.

The East Midlands Ambulance Service NHS Trust (EMAS) provides Emergency, Urgent and Non-Emergency pre-hospital care and transport across six counties (Derbyshire, Nottinghamshire, Lincolnshire, Leicestershire & Rutland and Northamptonshire).

Job overview

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.

Working for our organisation

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.

Detailed job description and main responsibilities

1. To act as a focal point for staff in relation to NEOC training enquires and points of clarity.
2. Provide feedback to staff, both verbally and in writing.
3. The trainer and auditor will ensure that effective communication / reports are established between the call handling, control, and management teams.

1. The trainer, auditor will be a subject matter specialist in both call handling and NEPTS control.
2. Identify training needs and development for the NEOC.
3. Provide training and assessments for staff with identified learning needs and those with less than 12 months experience to reach the standards required.
4. Assist and participate in the mentoring and development of existing and new employees.
5. Regularly utilise the control room cleric system including inputting reviewed calls.
6. Undertake necessary training and development to ensure that your own skills are maintained and that you develop these skills as new technology is introduced.
7. 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
8. To be able demonstrate an understanding of work procedures and practice in relation to Cleric control and dispatch software.
9. The trainer and auditor will demonstrate knowledge of how NEPTS delivers its services for patients and awareness of NEPTS operational plans.
10. There is a requirement to demonstrate an understanding of key performance indicators and principles related policies and procedures.

1. To extract data from the NICE voice recorder to enable staff to review their performance.
2. Review random samples of NEPTS calls and provide written and verbal feedback.
3. Uses the nice recorder to review calls requiring accuracy, quality and understanding of confidentiality.
4. Assist with the Investigation of complaints for PALS and IR1s where concerns have been raised in accordance with the Trust’s patient Advice and Liaison Service (PALS) and/or Complaints procedure.
5. Regularly undertake audits for research to improve processes and patient care.

1. Complete a training plan and provide training for all new starters and alternative duties staff to the required standard.
2. There is a requirement to work regularly without supervision.
3. 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.

1. 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.

1. Ensure adherence to Health and Safety at work Act and the Trust’s Disciplinary and Grievance procedures.
2. Maintain confidentiality in line with the Trust policy and ensure compliance with the Data Protection Act and Caldicott principles.
3. Ensure compliance with any Trust or directorate policies, procedures, and guidelines.
4. Maintain and promote a culture of equal opportunities in the workplace.
5. Participate in the review and implementation of new systems and contribute to the development of NEPTS processes relating to the NEOC function.

1. The post holder will observe a personal duty of care in relation to equipment and resources used in the course of work.

1. 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.

1. Review the processes used for collating information, making suggestions for improvement.

1. 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.

1. 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.
2. There may be a requirement to travel to other locations to provide training and auditing services.

1. There is a frequent requirement for prolonged concentration.

1. Ensure that the immediate work environment is kept clean and tidy and free from obstructions.
2. There is a requirement to use a personal computer continuously daily.

1. Responsible for the personal duty of care in relation to equipment and resources used in course of work.
2. Report incidents and near misses in a timely and accurate manner in line with the trusts risk management procedures.
3. Completion of the annual display screen and equipment risk assessment.

Person specification

Qualifications

• Minimum of 3 GSCE or equivalent including Maths and English at grade C
• Holds a current driving license

• NVQ Level 3 in Customer Service

Experience

• Qualification or evidence of coaching and/or training
• Experience of auditing calls

• Experience of supporting staff development

Knowledge

• Knowledge and understanding of equality and diversity issues in relation to learning and development.

• Knowledge of NEPTS and cleric

The East Midlands has a lot to offer:

Excellent Location

Making a Difference

Action Packed Roles

Support and Belonging

Note on Covid-19 Vaccination status:

It is a clear professional responsibility of all health care staff to be vaccinated. EMAS NHS Trust therefore encourages and supports all employees to be vaccinated as it remains the best line of defence against COVID 19.

If you haven’t heard back from us within eight weeks of the closing date please consider your application unsuccessful.

Due to the high volume of applications received we are unable to provide updates on the progress of applications and only successful candidates at shortlisting stage will be contacted, regrettably feedback will not be provided. If you are unsuccessful at this stage please refer back to the job description, person specification and advertised requirements for ways to improve your future applications.

Internal candidates applying for vacancies must have completed their probationary period (stated within your contract) at point of application.

East Midlands Ambulance Service NHS Trust is an equal opportunities and Disability Confident employer, committed to ensuring equality of opportunity. We actively encourage interest from across our diverse communities. Black and Minority Ethnic staff are currently under-represented within our workforce, and we welcome applications from within these communities.

If it works for our service, we will do our best to make it work for you.

We believe that it’s our people who make EMAS what it is.

Our Vision - Responding to patient needs in the right way, developing our organisation to become outstanding for patients and staff, and collaborating to improve wider healthcare.

Please note we reserve the right to withdraw this vacancy if an internal member of staff on our redeployment register expresses an interest and is successful for this vacancy, or if a sufficient number of applications is received.

Please be aware if you are applying for a Frontline role, an Enhanced DBS clearance check will be required, and depending on the nature of other non-patient facing roles this check may also be required if offered a position with EMAS (All spent and unspent convictions must declared).

If you are not part of the update service, you will be liable for the payment and this will be deducted from your first months’ salary. The current cost of an enhanced DBS check is £55.38.