Job overview
Applications will only be accepted from staff currently employed by the Welsh Ambulance Service NHS Trust.
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Role Overview – Call Supervisor (EMS Coordination)
The Call Supervisor is responsible for providing effective day-to-day supervision of the EMS Call Handling team, ensuring the safe, timely, and efficient management of urgent and emergency (999) calls received by the Welsh Ambulance Service.
The post holder is accountable for maintaining high operational standards in accordance with Trust policies and EMS Coordination Centre (EMSCC) Standard Operating Procedures (SOPs).
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Key Responsibilities
* Supervise and support the EMS Call Handling function within the EMSCC on a day-to-day basis
* Provide live performance management against agreed Key Performance Indicators (KPIs)
* Undertake call reviews (live and historical) to support quality assurance and staff development
* Deliver coaching, objective setting, and performance development for Call Handlers
* Ensure appropriate welfare checks and support are provided to patients experiencing delays, in line with EMSCC SOPs
* Promote professional standards, patient safety, and service excellence at all times
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Contract Details
* Contract type: Part-time
* Hours: 18.79 contracted hours per week
* Working pattern: Night-only contract
* Shift times: 18:55 – 07:00
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Welsh Language Requirement
The ability to speak Welsh is desirable for this role.
Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
Working Relationships and Communication
The successful post holder will be expected to maintain close and effective working relationships with all roles within EMSC, ensuring that information flow and operational workflow are efficient, accurate, and meaningful.
The Call Supervisor acts as a key conduit of information between the Call Handling team and the Shift Manager, including the communication of real-time and emerging issues relating to demand, capacity, and call-handling resources across the Trust.
The post holder will provide regular verbal and written reports to the Shift Manager on the performance of the Call Handling team. This will include, but is not limited to:
* Call answering performance
* Occupancy levels
* Rest break management
* Call abandonment rates
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Working Environment
This post offers an opportunity to work within a busy, challenging, and team-led operational environment. The requirement to coordinate, prioritise, and problem-solve on a daily basis makes the role both demanding and rewarding
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
Desirable criteria
* Commitment to continuous professional development
* Understanding change management and the impact on individuals, teams and organisation.
* Willingness to work towards Grade 5 Root Cause Analysis training
* NVQ Level 3 Call Centre
* JESIP trained
* Certified EMD Mentor
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
* Experienced 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 and others.
* 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
* Excellent IT Skills
* 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.
* Ability to manage and support others during times of crisis
Desirable criteria
* Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh.
* 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.
* Ability to work shift patterns
* Able to work hours flexibly
* Flexibility to meet service demands and competing or changing priorities