We have an exciting opportunity for an initial 9 month secondment to the post of Head of Emergency Operations Centre (EOC) located at Northern House in Bicester.
As a member of the Senior CCC Team, the post holder will be accountable for all aspects of service delivery and service improvement, to ensure a high standard of care to patients in accordance with Trust policy and performance objectives.
Being the first point of contact for patients accessing the 999 service, the EOC is pivotal in the delivery of high quality care to patients / callers, and the Head of EOC role is crucial to motivate, develop and to inspire the CCC staff at all levels.
The post holder will lead an established management team who are responsible for day-to-day service delivery ensuring that all key service performance indicators are achieved. The post holder must have strong leadership skills and an open and inclusive management style with experience of EOC and / or field operational management.
The successful candidate will report directly to the Director of Operations for the CCC and will hold full deputising authority as and when required. If you believe you have the necessary managerial experience, skills, and knowledge as outlined within the person specification, we look forward to hearing from you.
Provide leadership, management, and direction for the Emergency Operations Centre in Bicester. Ensure resources are used efficiently and effectively in response to requests for patient care from the public and healthcare professionals. The focus of this role is delivery of excellence in quality care provision, ensuring all clinical governance and compliance targets are met within the EOC. Support the Trust’s achievement of the National Ambulance Standards in Emergency and Urgent and other Key Performance Indicators.
Contribute to the Corporate and Operational strategy, policy and decision making within the Trust by advising the Director of Operations on broad organisational issues and specialisms within the EOC such as tactical deployment and planning, medical triage and CAD management.
As a manager within South Central Ambulance Service you will be required to provide leadership to your team to ensure the effective provision of the service they provide and to encourage and promote change in the organisation. You will ensure that your staff are motivated and demonstrate a positive attitude towards the organisation. You will address any issues and concerns that may inhibit your staff from achieving both their personal and organisational goals.
Benefits we offer:
• · Full training and support when you join and ongoing throughout your employment with us.
• · Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
• · Enrolment into the NHS Pension Scheme.
• · Access to continual professional development and opportunities within SCAS and the NHS.
• · Occupational Health support along with an Employee Assistance Programme.
• · NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.
About Us
South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.
The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.
We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.
Receipt of Emergency and Doctor’s Urgent Calls
1. Be responsible and accountable for all EOC staff maintaining the Trust standards of triage required for the safe operation of software and card based triage systems.
2. Ensure robust audit procedures are in place for the monitoring of EOC staff to assist in their maintaining the appropriate triage standards and reducing the legal liability of the Trust.
3. Attend any EPCAG meetings as appropriate and closely monitor medical triage and determinants both ongoing and for any forthcoming changes. Advise the Trust, including the Medical Directors, of the impact changes to determinants or individual protocols (including specific wording) will have on the patient care delivered by the Trust.
Deployment of Resources
1. Using a demand analysis supplied by the Performance Information Team create and maintain a deployment plan efficiently matching predicted
2. Ensure effective deployment of resources managed by EOC by ensuring adherence to the deployment plan at all times.
Delivery of Operational Performance
1. Ensure that all Key Performance Indicators in relation to EOC activities are met in order to ensure optimal performance at all times, taking remedial action to improve service delivery as necessary.
Emergency Preparedness
1. In conjunction with the Emergency Planning Manager ensure that effective Emergency Planning Procedures are in place within the EOC to ensure that the Trust is able to deal with any major or untoward incident and that the EOC has a robust Resilience Plan in place and that it is tested regularly
2. To ensure that all staff within the EOC, under the responsibility of this role, are trained in all aspects of the Trust Emergency Plans
3. To ensure that the EOC has robust and frequently tested fall back procedures in place and that appropriate staff training is undertaken regularly to ensure seamless fallback takes place if necessary – in accordance with trust policy, procedure and protocols.
Operating Policy and Procedures
1. Issue and maintain guidelines, policies and procedures which relate to the EOC and its functions.
2. Ensure EOC working systems are effective in delivering the policies, procedures and protocols which apply within it.
3. Ensure the EOC adheres to the Trust’s long term strategic direction, proposing changes to technical and operational procedures and policies in order to achieve and maintain best practice. Advise on specialist policies and procedures which relate to EOC operations where necessary to ensure best fit with the Trust’s strategic direction.
4. Work with the Clinical Services Directorate to review, develop and implement clinical policies and practices within the EOC which are evidence based and reflect NHS and other strategic documents.
Human Resources
1. Be responsible for the line management of EOC staff, providing advice and mentorship, managing performance issues effectively and constructively, ensuring that standards of best practice are understood and applied
2. Ensure a high level of support for staff by encouraging a culture of responsibility/accountably for personal development which ensures that all the requirements necessary for personal and professional skills are met and
3. Monitor performance against required standards, evaluating areas for improvement within the EOC. Develop and instigate implementation programmes, monitoring and reporting on outcomes.
4. Work closely with the Head of Education to ensure that programmes of learning and development are provided for EOC staff which will meet their needs and the Trust’s requirements of developing an effective and efficient workforce
5. Provide line management and appraisals for direct reports and support them in providing line management to their team members and ad hoc duty management to road staff.
6. Ensure all new and existing EOC staff members receive sufficient training to carry out their duties.
1. Develop and implement a performance management framework for EOC staff to ensure they are working to the best of their ability and are presented with every opportunity the Trust can provide for them.
2. Monitor the performance of direct reports and provide coaching and mentorship to enable them to monitor the performance of their team members and road staff.
3. Set objectives for direct reports including those which can be cascaded and applied to all staff within the department. Ensure the application of the Trust’s PDP and KSF procedures.
4. Manage organisational change within the EOC through education, training, leadership and management development and succession planning.
5. Ensure that the Trust’s policies in relation to Equality and Diversity are central to the working ethos of all staff
Financial
1. To contribute to, agree and maintain the annual budgets as delegated by the Divisional Director of Operations, effectively managing resources and expenditure and exercising financial control in compliance with Standing Financial Instructions
Interaction with Others
1. Ensure a synergistic and harmonious approach to the delivery of operations by working closely with colleagues in Field Operations to ensure optimum patient care.
2. Work closely with EOC stakeholders and colleagues in other departments to ensure that an ethos of collaborative working is engendered by all staff and to foster positive relationships between all members of Trust staff.
3. Maintain open and robust lines of communication between senior managers of the Trust and the EOC for all relevant issues.
Information
1. Work in conjunction with the Trust’s Performance Information Team to develop robust and effective data collection and reporting systems and ensuring the veracity of data held within the EOC at all times.
2. Maintain good practice in data protection and confidentiality, liaising closely with the Information Governance Officer, and to support the nominated ‘Caldicott Guardian’ in the discharge of these responsibilities.
3. In conjunction with the Performance Information Department report on Key Performance Indicators for individual service lines which come under the responsibility of the role
Information Technology
1. Work closely with the Divisional Head of IT to ensure the effective usage and operation of the EOC IT systems and other essential technology services
2. Work closely with critical systems suppliers (e.g. CAD, triage) to ensure continuous review, maintenance and development while ensuring effective and cost efficient usage of the Trust’s critical systems.
This advert closes on Wednesday 27 Mar 2024
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