Job Description
Job summary West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed.Each person plays a vital part to ensuring our organisation meets the differing needs of our communities ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities that it serves provide better patient care and we are therefore looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference to our patients.We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and as part of our commitments to this we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please feel free to do so in your application. You can also contact the Recruitment Team via email at if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process.The Trust is proud to support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers. Main duties of the job An exciting opportunity has become available with West Midlands Ambulance Service University NHS Foundation Trust for Controller Planners for our Non-Emergency Patient Transport Services contract in Warrington (covering shifts Monday to Saturday 0600 - 2000 hours)Successful applicants will be responsible for planning and coordinating patients journey's to and from their hospital appointments, along with discharges and transfers between hospitals. Good communication skills, team working and analytical thinking are key for this role, as you will be liaising with operational crews and hospital staff on a daily basis, to ensure the patients are collected in a timely manner and any issues are resolved promptly.This role can be challenging at times, however gives an enormous sense of achievement when, at the end of your shift, all the patients have been seen, treated and moved.Full & Part Time positions are available, however, training must be completed on a full time basis (2 weeks plus consolidation period) About us If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or bothWhere a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check. The cost of £ for an enhanced check is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues. Job description Job responsibilities Operatecommunications and information systems to receive and make calls to/frompatients, commissioners, healthcare professionals and WMAS operational stafftaking patient demographics and a full presenting history. Inputtingdetails of bookings by telephone/fax/electronically from customer units/staffand transport enquiries from Healthcare Professionals and the general publicapplicable to the Trust Contracts.Ensure the effectivedeployment of resources to meet contractual requirements, co-ordinating thework of others as required. Make outboundcalls to other professionals and the general public adhering to workingpractices and protocols. These include:contacting relatives; querying other professionals; communicating withhospitals; arranging breakdown recovery for ambulances and reporting incidentsto other emergency services.Support theachievement of agreed National and Trust standards of service.Inconjunction with first line management ensure that patient movement isco-ordinated and that a dialogue exists between local Operational Staff and/orLiaison Assistants and the Control Centre to maximise the effective use ofavailable resources.Reportto first line management on the performance of operational staff in thedelivery of the Service.Throughthe process of planning/control, allocate and re-assign where necessaryjourneys to operational staff working for the Non-Emergency Service using ahigh-level of organisational skill.Receiveand process sickness and fitness notifications from all Operational and Controlstaff.Handlecalls from Drivers regarding their work and shift arrangements.Ensurethat those areas of service provision under their control or jurisdiction conformto the WMAS Quality Procedures, Data Protection Act and Caldicott Guidelines.Assistfirst line management in ensuring the effective deployment of operationalresources such as Voluntary Car Drivers and all other sub-contractors to supportthe Trust Non-Emergency Contracts. Attendtraining courses, which are required to maintain professional knowledge andkeep up to date with changing procedures and protocols.Train new Call Takers on the telephone andcomputer system. Identifyand report IT related problems on computer software and workstations.Undertake administration duties whenrequired, including filing, faxing and photocopying. Any other duties consistent with role Person Specification Qualifications Essential Minimum 5 GCSEs at Grade A - C including English or equivalent (must be able to provide evidence, certificates, etc) Willing to undertake required in-house training Willingness to complete the Educare Training Programme within six months of commencing with the Trust Experience Essential 1 year of Customer Care experience Working as part of a team co-ordinating the work of others Previous experience of working in a Control Centre environment or equivalent Experience of pressurised working environment Advance keyboard skills Skills and Knowledge Essential Able to work as member of team and on own initiative Concerned for Quality and Customer Care Excellent communication skills (both verbally and in writing), empathetic, tactful and diplomatic The ability to adapt and communicate effectively with patients/callers who may be abusive, elderly, severely distressed, have language difficulties or mental illness The ability to remain calm whilst maintaining a courteous, caring, professional attitude when dealing with callers