NEPTS Control Operations Manager
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 Operations Managers within the fast paced NEPTS Non-Emergency Operations center (NEOC) at North Hykeham.
Main duties of the job
The role is to support the Performance Delivery Managers to deliver a high-quality service which meets both national and local Key Performance Indicators (KPIs) through the effective and efficient management of NEPTS divisional resources. Ensuring this is achieved through the management and leadership of staff and resources within the NEPTS team.To work in partnership with other EMAS teams to ensure best practice and business continuity across the whole Trust, supporting Healthcare partners in reaching key targets and ensuring the most appropriate level of care is afforded to patients.
Experience
The post holder is accountable to the Performance Delivery Manager for the delivery of the service by providing expert knowledge, skill and leadership. Specifically the core responsibilities are to:
- Supporting the delivery of Contract Performance and response targets ensuring maximum productivity and efficiency of resources.
- Ensure the appropriate resources, including profile of vehicles and equipment, to deliver the NEPTS service.
- Ensure the effective utilisation of people, vehicles and financial resources throughout the division.
- To support the education, training and development needs of the NEPTS Operational team
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- Day to day management of a team of control center staff
- Ensure resources are available when required and sickness and absence is covered through rota management for designated team.
- Work with HR to support staff as and when required.
- Monitor and report the efficiency and service delivery performance of the control and planning functions.
- Handle escalated calls within the NEPTS control room from stakeholders and staff
- Provide support on enquires in relation to eligibility
- Act as an NEPTS operational commander in the event of a business continuity or major incident
- Liaise with CCGs to gain authorisation to accept ECJ bookings, completing all required paperwork and input data into Cleric CAD system.
- Liaise with Operations Managers to support the patient flow and service delivery across the health care community.
- Support the management team in implementing policy, procedure, innovation and service improvement plans.
- Monitors compliance with the Trust’s policies including patient confidentially.
- Compile data and reports as necessary to the senior leadership team. This will include (but not limited to) KPI compliance, staff issues, investigations and incidents.
- Maintain patient confidentiality and promote within team.
- Ensure the data security of patient identifiable information and staff details within the control room environment.
- Assists the NEPTS Performance Delivery Managers with gathering the relevant information to achieve their establishment objectives.
- Management of PALS enquiries and complaints in partnership with the NEPTS quality team
- Assists with the induction of new staff, advising them on policies and practices within the service as necessary.
- In case of extreme activity will carry out call handling, control and planning duties in relief cover.
Person specification
Qualifications
Essential criteria- 3 GCSEs of grade C or above or an equivalent numeracy and literacy qualification
- Supervisory qualification or equivalent experience
Personal Attributes
Essential criteria- Shows understanding and ability to maintain patient confidentiality
- Ability to remain calm under pressure
- Displays a courteous and diplomatic approach to customer care.
Experience
Essential criteria- Experience in staff supervision including training and development.
- Experience of working within a control room environment
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.
We are keen to promote a positive work-life balance. We recognise the importance of being able to spend quality time with family and friends and to engage in your own personal interests outside of work, which alongside work helps us to lead healthy and fulfilling lives.We are committed to embedding the NHS People Promise to support colleagues to work flexibly in a way that works for our patients, for us and for you. Many of our staff already work flexibly in many different ways, including job share, part-time or other flexible working patterns.
Please talk openly to us at interview about flexible working opportunities. In addition, if a role is advertised as home based, we remain committed to supporting flexibility around workplace locations, so please talk to us about the options available to you.
If it works for our service, we will do our best to make it work for you.
At EMAS we believe that our culture should be built upon our core values and that our behaviour should reflect these. Our values – respect, integrity, contribution, teamwork and compassion - underpin everything we do – how we deliver our services and how we work with each other.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.