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Job overview
The Tactical Operations Centre are looking for two dynamic, reliable and trustworthy individuals to join an established and friendly team based in Chelmsford EOC's Tactical Operations Centre as a Tactical Assistant.
The role of the Tactical Assistant is to form the "front door" to the Tactical Operations Centre, managing incoming telephone enquiries from a range of internal and external stakeholders - from front-line ambulance crews, through a range of internal leaders, to senior executives from commissioners and partner organisations, as well as taking primary responsibility for managing the operations email inbox - filtering incoming messages to determine the urgent from the routine, and identify who within the team is best placed to deal with the issues presenting. Equally importantly, the TA undertakes delegated tasks from the Operational Delivery Manager to support the smooth running of the trust on a day-to-day basis.
Main duties of the job
Be the first point of contact for the Tactical Operations Centre, and often the trust, by courteously, accurately, and sensitively handling a wide range of inbound phone calls to the department.
Actively manage the operations inbox, escalating critical items for immediate action by the Duty Tactical Commander.
Competently and accurately compile reports, briefings and data packs for approval by the Operational Delivery Manager and disseminate them to the appropriate audience.
Following appropriate training, undertake the critical role of Loggist during a major, critical or significant incident or business continuity incident.
Coordinate the activity of regional Hospital Ambulance Liaison Officers (HALO) and ensure the Operational Delivery Manager is sited on any emerging issues or hospital handover delays. In the absence of a HALO, undertake the initial (Level 1) escalation of Hospital Handover delays with the ED Nurse In Charge (or equivalent).
At the request of the Operational Delivery Manager / Duty Tactical Commander, engage with appropriate internal/external stakeholders.
During a major, critical or significant incident, undertake prescribed tasks from the relevant action card(s) at the direction of the Operational Delivery Manager.
Provide general and administrative support to the on duty TOC team.
Working for our organisation
You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.
At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.
We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.
We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.
Detailed job description and main responsibilities
For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.
Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.
How to apply
Step 1 - Read the advert and the Job Description and Person Specification (attached)
Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.
Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.
Person specification
Qualifications
Essential criteria
1. NVQ L3 or equivalent level of qualification
2. NARU Loggist qualification or willing to achieve within 12 months of appointment
Desirable criteria
3. Experience in minute taking with recognised supporting qualification (ICSA or similar)
Skills and Knowledge
Essential criteria
4. Effective oral and written communication skills.
5. Ability to produce and maintain accurate records within deadlines
6. An understanding of and ability to work with computer based systems and databases
7. Proficient and working knowledge of Microsoft Office systems (Outlook, Word and Excel). ()
8. The ability to work both under direction and without supervision and on your own initiative within Service procedures.
9. Demonstrate effective organisational skills
10. Ability to work with sensitive, confidential and restricted information
11. Ability to handle sensitive situations professionally, assertively, empathetically and tactfully
12. Ability to work with speed, accuracy and to deadlines, at times under considerable pressure, without compromising standards of performance.
13. Good interpersonal skills and an ability to communicate with all levels of staff
14. Ability to prioritise workload and meet deadlines whilst maintaining quality standards
Experience
Essential criteria
15. Proven ability to work to policies, procedures and instructions
16. Experience in receiving and interpreting data and information with a high level of accuracy
17. Significant experience of working in a customer service environment
Desirable criteria
18. Some Experience in radio operating techniques and procedures effectively undertaken within control room environments
19. Previous experience of working within a control room environment
Personal Attributes
Essential criteria
20. Act as a good role model and present a confident and enthusiastic self-image
21. Calm and resilient under pressure
22. Demonstrates commitment to the delivery of a quality service
23. Pro-active and innovative in achieving results and objectives
24. Demonstrate an empathetic approach to staff welfare in times of high stress and emotion
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Candidates who require a Skilled Worker visa to work in the United Kingdom can determine the likelihood of obtaining a Certificate of Sponsorship for this position by assessing their circumstances against the criteria specified on the Check if you need a UK visa - website. We encourage all applicants to review these criteria carefully to understand their eligibility for sponsorship.
References and Employment History: All references from current and previous employers, will be sought via their Human Resources Department and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and email address of the Human Resources Department and indicate your current/previous line manager and their departmental details.
All appointments will be subject to currently having a clean disciplinary record.
Please be advised that a No Smoking Policy is in operation throughout the Trust.
Guaranteed Interview Scheme - Under the Trust's commitment 'Positive about Disabled People', if you consider yourself as having a disability and you meet the minimum selection criteria for any post, you will get an automatic interview. By minimum selection criteria we mean that you must provide us with evidence in your application form which demonstrates the essential requirements as set out in the person specification and advertisement for a post.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications, regardless of age, race, religion & belief, sex, gender reassignment, sexual orientation, marriage & civil partnership, pregnancy & maternity or disability.