Job overview
An exciting opportunity has arisen to join the Education and Development Department as a 999 Non-Clinical Auditor based in Southern House.
This role will combine all the elements of audit, coaching and call handling to ensure that as a Trust we are ensuring the ongoing development of our staff in a supportive manner, assuring the quality of our Call handlers in line with their NHS Pathways License/ Trust Policies and Procedures, and delivering an exceptional level of patient safety and customer service.
Main duties of the job
* To work closely with the Head of Quality Assurance and Education Manager and the EOC Clinical Assurance Team Leader (CATL) to ensure that the Trust adheres to licensing requirements of NHS Pathways system employed by the Trust.
* To be instrumental in completion of required number of call audits to meet the stated NHSP licensing agreement, and ensure that all audits undertaken are within the required standard to ensure consistency and equity.
* Will be required to deliver feedback on audits to staff face to face and provide support where required.
* To assist the Head of Quality Assurance and Education Manager and CATL’S in the promotion and dissemination of information related to software and the licensing requirements of staff in the EOC.
Working for our organisation
Benefits we offer:
* Expert training and support from our dedicated in-house education team.
* Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
* Enrolment into the NHS Pension Scheme.
* Access to continual professional development and opportunities within SCAS and the NHS.
* Occupational Health support along with an 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 a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.
The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.
We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.
Detailed job description and main responsibilities
* To undertake case reviews as requested to ensure compliance standards are maintained, reporting remedial action to be taken when necessary.
* To maintain both IT and paper based tracking, filing and individual portfolio recording systems in accordance with the Trusts Information Governance standards and protocols.
* To maintain regular data storage and cleansing procedures on all databases used in the Clinical Assurance Department.
* To provide analysis of information as required – e.g. call handling audit, standards achieved etc.
* To undertake the recording of audio data as required, e.g. for investigations, complaints resolution, police reports, coroners inquests etc.
* To provide group and/or one-to-one coaching for all Call Handlers in relation to call supervision or IT systems operation according to identified need.
* To undertake call reviews in relation to individual training need, for investigations, complaints resolution, police reports, coroner’s inquests etc, maintaining confidentiality at all times.
* To be instrumental in the successful local induction of new members of staff within the EOC, in accordance with Trust procedure and to ensure all recording and reporting procedures are undertaken.
* To ensure continual and on-going support to NHSP Call Handlers, providing additional and remedial support as requested.
* To ensure that NHSP licensed staff maintain their qualifications and fitness to practice, ensuring that requalification takes place in a timely and appropriate manner.
* To support CHs in the preparation of their professional portfolios and to provide continual professional development (CPD) in adherence to NHSP licensing as requested by CHs and managers
* To maintain professional qualifications, NHSP accreditation and professional portfolio
* To undertake duties as set out in the Call Handlers job description as required and act as a positive role model and exemplary NHSP practitioner to all members of EOC staff.
* To take part in Trust Performance Appraisal process
* Undertake any other reasonable management request to ensure that the Trust continues to deliver care to patients to support the Trust in the delivery of care to patients.
Person specification
Qualifications
Essential criteria
* Pathways Lience Core Module 1 and 2 plus Coaching Course
* Demonstrable experience in the role of a 999 Emergency Call Taker (at least 12 months’ experience).
* Good standard of education, GCSE Grade C or Equivalent or demonstrable ability at this level or NVQ 2/3 customer service
* A willingness to undertake any training required to enable further development or the role/function
Knowledge
Essential criteria
* Experience of working within the CCC
* Excellent Knowledge and Experience of all systems used within the CCC
* Awareness of Equality and Diversity in the working enviroment
* Experience of coaching in the 999 environment and supporting Emergency Call Takers in developing their pathways competence in all areas.
* Ability to demonstrate good knowledge of SOP's and Directives within the CCC
Desirable criteria
* Previous experience of audit
Skills
Essential criteria
* Flexible approach to work and ability to prioritise workloads
* Ability to communicate effectively with others, both orally and in writing
* Ability to Trust, understand and make decisions within set protocols and procedures
* Ability to deal with situations in a constructive and supportive manner using appropriate competency documents to support decision making.
* Show dedication to providing support and contribute to quality service delivery through audit and coaching.
* Able to demonstrate a fair and consistent approach in all aspects of the role.
* Ability to understand, explain and apply Trust policy and protocols.
* Clear attention to detail, demonstrating accurate data entry skills.
We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).
Please be assured that any requests for reasonable adjustments will not negatively affect your application.
As well as standard NHS benefits like generous holiday entitlement and an excellent pension scheme, we offer lots of extras for our staff.