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Job overview
The Trust is looking to recruit a full-time CHTL to work in Bedford EOC. The successful candidate will be responsible for supporting the existing Call handlers, Senior Call handlers and Call handler team leader teams within the EOC. The role is 24/7 so the applicant will need to be able to cover all shifts required.
Main duties of the job
The role will include:
Leading by example, and direct supervision and feedback, support for Emergency Call Handlers, ensuring that all operational calls that come into the EOC are answered promptly; that the clinical triage software (such as Medical Priority Dispatch Systems (MPDS)) is applied in order to prioritise calls as soon as possible; that information is entered into the Computer-Aided Dispatch (CAD) system accurately and efficiently; and that pre-arrival advice is provided to callers as directed by the clinical triage software.
To manage and lead the Senior Call Handlers and Call Handlers, including absence management, personal development reviews, mentoring, training, and reflective practice.
Provide the main leadership role for the MPDS function with the EOC environment.
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. 4 GCSEs at grade C or above (or an equivalent qualification) including English and Maths
2. EMD certification
3. EMD-Q certification
4. EMD Mentor
5. Instructional methods qualification ()*
Skills
Essential criteria
6. Sound knowledge of generic EOC policies and procedures
7. Competent in the use of IT such as windows based systems and also ICT such as telephony, email, fax
8. Awareness of quality issues
9. Knowledge of EOC policies & procedures
10. High degree of MPDS audit compliance to ACE standards
11. Understanding of EOC escalation processes
12. Ability to use complex systems such as Call Vision (management of call taking capacity versus demand)
13. Understanding of medical terminology
14. Excellent listening skills
15. Effective verbal and written communication skills
16. Work in an environment where decisions are based upon an ever changing set of disparate circumstances
17. Work on own initiative
18. Prioritise and undertake numerous tasks simultaneously
19. Remain calm under pressure
20. Ability to effectively delegate
experience
Essential criteria
21. 3 years’ experience in MPDS call handler role
Desirable criteria
22. Customer service experience
personal attributes
Essential criteria
23. Willing to undertake any training necessary to fully carry out the duties of the post
24. Evidence of self-development
25. Self confidence
26. Leadership
27. Determination to meet targets
28. Good judgement of dealing with emergency situations
29. Willingness to learn
30. Enthusiastic
31. Supportive of others
32. An interest in developing new staff through mentorship and coaching
33. Observe the Data Protection Act and Caldicott
34. Ability to work autonomously
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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.