An exciting opportunity has arisen to join the Education and Development Department as a 999 Non-Clinical Auditor based in Southern House.
This role combines audit, coaching, and call handling to support staff development, ensure quality of call handling in line with NHS Pathways License and Trust Policies, and deliver high standards of patient safety and customer service.
Main duties of the job
* Work closely with the Head of Quality Assurance, Education Manager, and EOC Clinical Assurance Team Leader (CATL) to ensure adherence to NHS Pathways licensing requirements.
* Complete call audits to meet NHS Pathways licensing standards, ensuring consistency and fairness.
* Provide feedback to staff face-to-face and support their development.
* Assist in promoting and disseminating information related to software and licensing requirements within the EOC.
Working for our organisation
Benefits we offer:
* Expert training and support from our in-house education team.
* Holiday entitlement: 27 days rising to 29 after 5 years, 33 after 10 years, plus 8 bank holidays (pro rata for part-time).
* Enrolment into the NHS Pension Scheme.
* Opportunities for professional development within SCAS and the NHS.
* Occupational Health support and 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 emergency, urgent, and non-emergency healthcare services, along with commercial logistics services.
We serve Berkshire, Buckinghamshire, Hampshire, Oxfordshire, Surrey, and Sussex, covering a population of over 7 million and handling over 500,000 urgent calls annually. Our team of 4,551 staff and 1,100 volunteers operate 24/7.
Detailed job description and main responsibilities
* Conduct case reviews to ensure compliance, reporting remedial actions as needed.
* Maintain IT and paper-based tracking, filing, and portfolio systems per Information Governance standards.
* Perform data storage and cleansing on departmental databases.
* Provide data analysis, e.g., call handling audits and standards achieved.
* Record audio data for investigations, complaints, police reports, etc.
* Provide coaching to Call Handlers on call supervision and IT systems.
* Review calls for training needs, maintaining confidentiality.
* Support induction and ongoing development of new staff members.
* Assist Call Handlers in maintaining qualifications and CPD portfolios.
* Undertake duties as per Call Handlers' role, acting as a role model.
* Participate in Trust performance appraisal processes.
* Perform other duties to support patient care delivery.
Person specification
Qualifications
* Pathways License Core Module 1 and 2, plus Coaching Course.
* At least 12 months' experience as a 999 Emergency Call Taker.
* Good education, e.g., GCSE Grade C or equivalent, or NVQ 2/3 in customer service.
* Willingness to undertake further training as needed.
Knowledge
* Experience within the CCC environment.
* Proficiency with all CCC systems.
* Awareness of Equality and Diversity principles.
* Experience coaching in the 999 environment.
* Knowledge of SOPs and directives within the CCC.
* Previous audit experience.
Skills
* Flexible with workload prioritization.
* Effective communication skills, both oral and written.
* Ability to make decisions within protocols.
* Constructive and supportive handling of situations.
* Dedication to quality service through audit and coaching.
* Fair and consistent approach.
* Understanding and application of Trust policies and protocols.
We welcome applications from candidates with disabilities, or from BAME, LGBTQ+, and Armed Forces communities. Reasonable adjustments will be accommodated. Standard NHS benefits include holiday entitlement and pension scheme, plus additional staff benefits.
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