Job overview
ICC Dispatch Assurance Officer:
The Dispatch Assurance Officer role is to support the Integrated Contact Centre (ICC) by conducting quality assurance audits on the Dispatch Team, helping maintain high standards of care. The role also involves collaborating with Dispatch and Planning Management and the Training Team to improve dispatch performance, while maintaining personal dispatcher skills
Main duties of the job
Key Responsibilities
· Audit dispatch performance against national and local standards, using in-depth operational knowledge.
· Identify performance trends and work with management and training teams to create action plans.
· Contribute to investigations (e.g., complaints, coroner requests) with verbal and written evidence.
· Deliver clear, confidential feedback to staff and support learning and development.
· Analyse performance data, identify trends, and recommend improvements.
· Highlight system/process issues or improvements within scope of practice.
· Develop training aids targeting key dispatch functions (e.g. location searching, area selection).
· Promote and support peer and self-audit practices.
· Maintain own dispatcher competency by performing the role regularly and assisting in major incidents as needed.
· Work across systems including CAD, Cleric, and various software tools for audits and reporting.
· Keep secure training records and performance documentation in line with legislation and NWAS policy.
· Travel to multiple ICC sites for auditing as required.
Working for our organisation
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.
Person specification
Skills / Competencies
Essential criteria
1. Ability to maintain confidentiality and deal with situations in a sensitive manner
2. Able to communicate across wide demographic boundaries in an appropriate manner
3. Able to operate all equipment safely and in accordance with Trust policy, procedures and protocols
4. Self-motivation and initiative, with excellent organisation and time management skills
5. Assertiveness and willingness to challenge unacceptable practice
6. The ability to have a strong impact and influence on key decisions
7. Collaborative approach to teamwork and the ability to build and sustain effective communication with other key roles
8. Able to communicate difficult / sensitive information tactfully, sometimes in highly emotive situations
9. Cultural/diversity awareness and evidence of non-discriminatory practice
10. Fair and balanced approach
11. Flexibility to working patterns
12. Positive and enthusiastic approach to work and challenging situations
13. Excellent presentation skills
14. Flexible and highly motivated
15. Project a professional image
16. Ability to travel to ICC sites in course of their duties
Qualification and knowledge
Essential criteria
17. Experience in a Contact Centre environment
18. Experience and knowledge working on MIS C3 Computer Aided Dispatch Platform in a dispatch capacity
19. Be able to commit to a training and development programme and be prepared to work to achieve the required standard
Experience
Essential criteria
20. Significant or demonstrable Dispatch experience
21. Ability to interpret statistical data effectively in order to make meaningful judgements
22. Proven ability to give constructive performance related feedback to colleagues
23. Experience of developing and implementing performance related action plans for individuals
24. In-depth understanding of the Dispatcher role
25. Computer literate with good working knowledge of all Microsoft Office Applications, particularly Excel
Values and behaviours
Essential criteria
26. Working together – demonstrate collaborative and inclusive working and challenge behaviour that is not inclusive or acceptable
27. Being at our best – professional and adaptable and takes pride in work
28. Making a difference – act with compassion, kindness and integrity towards everyone