ICC Area Dispatch Lead

• Supervise, support & coach the dispatch team
• Manage the efficient utilisation of staff & resources to meet demand
• Meet internal, national & contractual performance targets
• Provide a managerial presence across the dispatch site
• Ensure the smooth running, day-day deployment of emergency & non-emergency resources, ensuring they are clinically appropriate for the patients needs
• Have oversight of planned & spontaneous events, managing the impact on resources & the continuity of business as usual
• Act as a point of contact for operational managers during the shift
• Take the lead during large/complex or major incidents, allocating roles to the dispatch team as appropriate
• Carry out any other duties as directed by the Duty Dispatch Lead, Service Delivery Manager or Head of Service

• The planning & delivery of all dispatch training requirements
• Scope potential workforce related risks, feeding new risks into ICC management team
• Complete regular supervisory shifts of staff within own line management
• Escalate any clinical concerns to the Clinical Delivery Team via appropriate mechanisms
• Minimise operational downtime & provide detailed reports to relevant managers as & when required
• Meet with individuals to deliver KPIs. Agree objectives & development activities with support from Managers to those working below standard
• Liaise with other departmental managers around operational coordination of resources in the event of any large scale, complex or major incidents

Please ensure that you have read and understood the jobdescription and person specification before applying.

The Assessment Centre will take place on Wednesday 25 November at Estuary Point.

1 x Full Time Permanent position at Broughton

1 x Part Time Permanent position at Parkway (20.15 hours)

1 x Full Time Secondment at Parkway

1 x Full Time Secondment at Estuary Point

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Essential: - Comprehensive knowledge of Microsoft packages including Outlook, Word, Excel and Power Point.; - Professional attitude to work and the need for change to improve service delivery.; - Excellent listening skills.; - Be able to communicate effectively, both verbally and in writing, with all levels internally and externally to the service.; - Counselling skills.; - Demonstrable compassionate and inclusive leadership.; - Demonstrable experience of line management responsibilities.; - Be able to work on own initiative for protracted periods and manage own time.; - Ability to understand people and make appropriate judgements with regard to people issues.; - Experience and understanding of investigations and the understanding of governance process.; - Planning and organisation skills; - Ability to multi-task and prioritise effectively; - Ability to make dynamic decisions under pressure.; - Strong work ethic; - Self-disciplined and motivated to improve patient care.; - Demonstrable compassionate and inclusive leadership.; - Strong analytic, and critical reasoning skills involving complex facts or situations and capable of effective analysis, interpretation, and comparisons of a range of options.; - Able to demonstrate the ability to provide and receive complex information where there are significant barriers to acceptance.; - Ability to demonstrate the ability to communicate in situations where it is considered sensitive or contentious.; - Effective and adaptable interpersonal and influencing ability including the ability to persuade others with personal conviction and facts.

Essential: - Foundation degree qualification in healthcare management or equivalent evidence of continuing professional development (CPD) or willing to work towards CMI level 3 qualification.; - Knowledge of dispatch processes (same as prev); - Knowledge of NEPTS contracts and Ambulance Response Programme standards; - Commander and JESIP training attended; - NWAS managerial courses.; - Experience in the application of HR processes.; - Knowledge of performance management, information and reporting systems, staff management and change management.; - Demonstrate current knowledge of dispatching emergency resources within an emergency control environment

Essential: - Previous management/supervisory experience within a contact centre environment.; - A working knowledge of ICC operational procedures.; - Experience of working in a multi-disciplinary team.; - Experience of dealing with sensitive and/or complex information.; - Able to demonstrate experience of leading and managing a diverse range of staff employed in the provision of patient services.; - Experience in Dispatching of Emergency Resources within an Emergency control room environment

Essential: - Working together - demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable.; - Being at our best - be professional and adaptable and take pride in work.; - Making a difference - act with compassion, kindness and integrity towards everyone.; - Maintain confidentiality.; - Be smart and presentable.; - Have own transport and be able to travel to other sites as required.