Job overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY WELSH AMBULANCE SERVICE TRUST
The Welsh Ambulance Service NHS Trust is offering an exciting opportunity for you to enhance and develop our call hander teams.
The Senior EMD is an expert in the field of call handling and will provide both mentoring and coaching to a team of call handlers to ensure performance objectives are achieved.
The role is an integral link in the chain of life and you will be required to input details speedily and accurately onto a computer system. Listening and keyboard skills are essential.
The environment can be pressured and challenging as is the unpredictability of 999 calls and therefore good interpersonal skills and experience of working in small teams would be beneficial.
Main duties of the job
As part of the role you will liaise with members of the public as well as Health Care Professionals and good communication and customer care are essential skills required by the post.
The Senior EMD will be expected to provide mentoring to new EMDs during their preceptorship period and on an ongoing basis to established EMDs, ensuring high standards and compliance to protocols and SOPS are adhered to.
You will be required to work an alternating shift pattern of variable length which will include out of hours, bank holidays and weekend duties.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Working for our organisation
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.
Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.
In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.
Detailed job description and main responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac
Person specification
Qualifications and Knowledge
Essential criteria
* NVQ Level 3 in relevant subject or equivalent work experience
* Experience of supervising staff within a contact centre environment
* Awareness of EMSC SOPs and Trust Policies
* Certified MPDS EMD with a proven track record of call handling
* Commitment to continuous professional development in order to maintain EMD Certification
* Undertake EMD Mentor Certification course within the first 12 months
Desirable criteria
* Understanding change management and the impact on individuals, teams and organisation.
* Willingness to work towards Grade 5 Root Cause Analysis training
* Willingness to work towards Grade 5 Root Cause Analysis training
Experience
Essential criteria
* Experience of supervising staff
* Experience of supporting Emergency Contact Centre colleagues
* Ability to demonstrate good working knowledge of call flow, skills and systems, response systems, staff management including rostering
* Experience in mentoring
* Experience in monitoring service effectiveness
* Experiences in performance management, developing and supporting staff
* IT Literacy
Desirable criteria
* Experience working in a call centre environment
* Delivering organisational outcomes through internal and external engagement and participation
* Optimising performance and direct reports
* Delivering outcomes in line with the values and required behaviours of the organisation
* Analytical ability and problem solving
* Implementation of equal opportunities
Skills and Attributes
Essential criteria
* High standards of personal professionalism
* Responsive professional and positive attitude and approach
* Able to work independently and as part of a team
* Standard Keyboard Skills
* Able to work independently and as part of a team
* Ability to work in a pressured environment, work under pressure and meet deadlines
* Excellent communication, listening and interpersonal skills.
* Excellent written and verbal communication skills.
* Ability to work autonomously
* Good leadership, coaching and motivational skills
* Knowledge of management, quality systems and business continuity.
* Decision making capability.
* Planning and organisational skills.
* Ability to manage change.
Desirable criteria
* Welsh Language skills level 1-5 in understanding, speaking, reading and writing
* Proven track record in achieving objectives
* Ability to interpret statistical information
* Research, evaluation and audit skills
* Knowledge of analysing information in a meaningful manner in order to inform service provisions
* Experience in report writing/presentations
* An understanding of how bereavement and stress affects individual behaviours
Other
Essential criteria
* Ability to travel across Wales
* Able to work hours flexibly
* Ability to work shift patterns.
* Flexibility to meet service demands and competing or changing priorities
Values
Essential criteria
* Ownership of the Trust behaviours.