System Coordination Centre/DoS Officer - Band 7
ONLY THOSE CURRENTLY EMPLOYED BY A NHS ORGANISATION IN THE EAST OF ENGLAND MAY APPLY.
This is a high profile opportunity to join the Essex Integrated Care Board and play a key role in how people access urgent and emergency care. As a Directory of Services (DoS) Officer, you will ensure accurate, up to date service information is available to support safe clinical decision making and effective care navigation.
Working closely with NHS 111, urgent care, ambulance services, providers and digital teams, you will maintain and assure the quality of the DoS, ensuring services are correctly mapped, governed and compliant with national standards. Your work will directly support patients being directed to the right service at the right time.
The role sits at the interface of operations, data quality and partnership working, offering wide system exposure. You will be part of a supportive team with opportunities to develop skills in digital services, data management and system operations, contributing to improved access, flow and patient experience.
Main duties of the job
The SCC & DoS Officer plays a key role in supporting the safe and effective operation of urgent and emergency care across the system. The role combines real time system coordination through the SCC with responsibility for maintaining a high quality Directory of Services.
Within the SCC, the role supports daily system coordination by leading or supporting operational calls, monitoring demand and capacity, supporting escalation activity and ensuring timely, accurate communication across partners. You will work closely with providers, ambulance services, local authorities and regional teams to maintain resilience and patient safety.
Alongside this, you will manage and assure the NHS Directory of Services, working with providers to keep information accurate, clinically assured and compliant. The role uses data and system intelligence to produce reports, situation updates and senior level assurance, making a direct contribution to improved patient flow, access to care and system performance.
Job responsibilities
ROLE PURPOSE / SUMMARY
The proposed Essex Integrated Care Board (ICB) will be a new organisation formed through the consolidation of three ICB areas in response to the NHSs ambition to deliver a more streamlined, strategic and cost-effective model of health commissioning. The ICB will oversee the commissioning of care for the approximately 2 million people who live in Essex. Operating within a reduced running cost envelope and aligned to the new requirements of ICBs in England, the proposed Essex ICB will focus on improving population health outcomes, health equity and smarter resource allocation.
Strong leadership and organisational skills, with attention to detail, and the ability to perform effectively in a fast-paced, high-pressure environment, with system-wide visibility and cross-sector leadership in a dynamic healthcare setting. Leading daily system-wide calls, managing flow pressures using the OPEL framework, and coordinating responses to patient demand, capacity and flow incidents in real time. The SCC/ DoS Officer will work closely with NHS England and local providers to escalate risks, facilitate mutual aid, and ensure safe patient care. The use of software and systems to interpret complex data, supporting timely and informed decision-making, production of operational reports and communicating effectively with senior stakeholders.
As the ICB transitions to become a leaner, more focused strategic commissioning organisation the post holder will be expected to support the Head of System Co-ordination Centre in delivering on the three fundamental shifts set out in the NHS 10-year plan:
* From Treatment to Prevention: Embedding preventative, personalised and population based approaches to commissioning.
* From Hospital to Community: Championing care model redesign that supports community and neighbourhood health.
* From Analogue to Digital: Enabling clinically driven transformation through digital innovation, data analytics and evidence based improvement.
KEY DUTIES AND RESPONSIBILITIES
To deliver on the job description set out above, the job holder will be expected to deliver on the requirements set out below:
Policy and service development
* Implement policy and / or service developments related to urgent and emergency care, drawing on requirements from NHS strategies, including the ICB strategy and the 10 Year Health Plan
* Ensure compliance with relevant ICB policies
* Use research, innovation and audits to inform service improvements or performance management
Strategy and analysis
* Analysis of complex qualitative and quantitative data relating to urgent and emergency care
* Turns analysis into useful insights and reports that can be used to inform decision making and delivery
* Present complex data, information and insights, including qualitative and quantitative data, through clear and simple written and verbal briefings
* Use of data and insight to contribute to reporting, including performance management, financial and quality reporting against agreed contractual or project deliverables
* Use of Population Health Management methodologies and tools to inform projects and programmes that will improve outcomes for patients and sustainability of health services
Planning and organisation
* Develop and deliver project plans relating to urgent and emergency care, ensuring appropriate governance, risk management, escalations and reporting
* Managing competing priorities, prioritizing own and team resources to effectively deliver on short, medium and longer term priorities
* Ensure accurate reporting and records management
* Support delivery and monitoring of business plan for the System Co-ordination Centre and urgent and emergency care
Communications and Partnerships
* Work collaboratively, modelling inclusive, respectful and compassionate leadership
* Able to take account of a broad range of perspectives, including staff, patients and the public, to inform decision making
* Comfortable presenting information and training to internal and external stakeholder groups
* Build strong, trust-based relationships across the ICB, with NHS providers, local government, VCFSE partners and communities as needed
* Effective engagement with patients and the public as required
* Work effectively in multi-disciplinary teams to enable the collective ownership and delivery of projects that are seeking to improve outcomes, reduce inequalities and deliver a sustainable health and care system
* Share complex and challenging information which may relate to service performance or staffing
* Able to manage conflict, find compromise and persuade based on evidence as needed
Financial and resource management
* Supports delivery of budget for the system co-ordination centre including effective budget reporting as required
Supports procurement of relevant services
Team management and capability building
* Support wider team development, including overseeing recruitment, onboarding, development and performance management of team members
* Able to influence in order to deliver effectively through those not directly line managing
* Support staff through ICB transition, including the development of teams to deliver on new ICB portfolios as agreed through transition
* Support the effective transition of relevant functions to new portfolios within or beyond the ICB to support the new NHS operating model, in line with the requirements of the Model ICB Blueprint
* Work collaboratively with system partners to facilitate transitional arrangements
* Maintain a focus on quality, safety and affordability during transition
* Supporting effective Information Asset Management for the team
Other
* Use initiative and work independently as needed to deliver on requirements of the role
* Primarily desk-based work that requires use of visual display units, focused concentration and frequent participation in on-line or in person meetings
* Expected to be physically on site and part of a 7-day working rota, this may be in the ICB officer, or in a partner location as required
Able to use software required to develop report, including ability to deliver high quality documents through Microsoft suite (word, power point, excel) SHREWD Resilience, Fresh Serv and other provider patient flow software systems
Flexibility and evolving responsibilities
As the ICB continues to evolve, portfolios may be subject to change to reflect the needs of the organization, the health and care system and national policy direction. This may include adjustments to areas of responsibility or realignment of reporting structures.
KEY RELATIONSHIPS
The post holder will need to build constructive relationships with partners from across the health and care system. Key relationships will be with:
* ICB senior leadership
* Information Governance team
* Local Authority partners
* NHS Providers
* NHSEI regional partners
* Other system partners, such as VCFSE
Person Specification
Experience
* Experience working in a relevant healthcare environment, demonstrating understanding of urgent and emergency care systems
* Experience handling sensitive, complex or confidential information and communicating appropriately with senior stakeholders
* Knowledge of the health, care and local government landscape, including relevant policy and system pressures
Qualifications
* Educated to Degree level (relevant focus) or equivalent managerial experience
* Evidence of sustained commitment to continuing professional development
People & Culture
* Experience working effectively within multi disciplinary and cross organisational teams
* Demonstrates inclusive, compassionate and respectful ways of working, aligned to NHS People Promise values
* Ability to remain effective under pressure, exercising sound judgement and professional resilience
* Experience supporting team development, collaboration or service improvement activities
Partnerships & Communities
* Experience working across organisational boundaries with NHS providers, local authorities or system partners
* Ability to build and maintain trusted professional relationships and influence without direct authority
* Confidence representing the organisation positively within system wide or partnership settings
Personal Attributes and Values
* Personal commitment to the values of the NHS 10-year Plan, the NHS People Plan, the Nolan Principles, to championing equality, diversity and inclusion within the ICB and the wider health system
Governance and Assurance
* Experience working within defined governance frameworks and escalation processes
* Understanding of corporate governance, accountability and assurance within complex organisations
* Experience contributing to reporting, risk management or assurance processes to support safe service delivery
* Ability to analyse and interpret complex qualitative and quantitative operational data to support decision making
* Experience using analytical and problem solving skills to manage competing priorities and system pressures
* Understanding of national NHS priorities and how these apply to urgent and emergency care performance and system flow
£49,387 to £56,515 a year plus, fringe London allowance
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