Job Description

Job Outline:

BEARS operate an independent ambulance service specialising in higher acuity patient transport (Paramedic, High Dependency, Mental Health, Critical Care and Emergency Retrieval/Response services) for several NHS Trusts in London and nationwide under contract. We operate a state of the art command and control centre at our HQ in Kidbrooke which includes call centre activity to undertake patient bookings (from Trusts Clinicians and patients), risk assessments to determine the right grade of crew to be dispatched, effective Trust communications and crew allocations across all areas of our service.

The Control Room Manager is a key management role reporting to the Head of Business and Head of Operations and has overall responsibility for managing all elements of controlling the company's journey activities and the Control Room Team.

The successful candidate will lead and support their team of call takers, allocators, planning, call ahead and staff rostering management to ensure compliance with business processes and contribute to performance improvements within the service.

The post holder will manage their team to ensure the effective and efficient day-to-day operation within the patient transport service by coordinating the distribution of patient journeys meeting our company ethos of Safety, Comfort and Care. Supporting ambulance crews by capturing accurate information to ensure the correct patient and journey needs are met for every journey. The Control Room Manager will be responsible for escalating issues to the wider management team to identify risks, educate and inform on potential issues as they arise.

In addition to their specific duties, all Managers are expected to manage any situation requiring their attention within the organisation which may involve other areas of the business as required.

Responsibilities:

Managing delivery of all Control Room functions including, planning, co-ordination and control to ensure delivery of operational KPIs Deliver effective team management Develop and constantly improve company communication with Trust appointed control rooms, call centres, clinicians and nursing teams Undertake investigation and root cause analysis for Trust and patient complaints within the Trusts response KPI's. Weekly analysis of activity data and preparation of Monthly Trust SLA meetings. Report daily activity to senior management and Trust contract management team as required Ensure operational systems are functioning correctly and are fit for purpose and working with the IT team to develop systems as appropriate Monitoring journey activity accurately and compliance to Trust requirements Ensure Control Room Team, and other relevant members of staff, are appropriately trained to deliver an effective service, providing support and mentorship of new staff in Control Room functions Communicate effectively with the Control Room Team, and liaise effectively with other interested members of staff and third parties Represent Control Team as a member of the BEARS management team, providing expert guidance and insight into Ambulance Control Room development Manage training and recruitment of Control Room staff in conjunction with HR Undertake call monitoring and feedback to team members accordingly Undertake PDR meetings, creating, implementing and monitoring staff development plans Enforcement and monitoring of company policies and procedures Ensuring utilisation within Control Room team is at an acceptable level to reduce call talk a waiting times Understand patient mobility, special needs and staff rosters to allocate appropriate resources effectively Manage time efficient routes on a daily basis, making effective use of resources in order to meet patient requirements, in particular through the operation of the Pulse Report Process Deal with all routine routes in a timely manner so that an appropriate response is provided Liaise with the management team to identify any potential problems Treat all callers with respect, courtesy and cordiality, whilst obtaining relevant accurate information quickly Contribute to maintaining effective relationships with third party suppliers Coordinate Ambulance Staff and liaise with customers to ensure an excellent service is offered and delivered To ensure utilisation is managed to the highest levels whilst managing costs to the KPIs set. Continual analysis of data and functions to recommend business best practice Provide support and cover when required for the Team's holidays and sickness Administration and record keeping is kept to a high standard Promotes a high level of morale, ensuring the team remain customer focussed maintaining integrity at all times Ensure the contracted service is delivered on a timely basis to the required standard in line with policies and procedures. Organise and allocate resources to optimise service delivery. Provide support and advice to Ambulance Staff, supported by clinical team as required Assist in the planning of the shift rosters, ensuring relevant cover throughout the year Application and reporting for business continuity in respect of the Control Room functions Provide Senior Management Team with accurate and updated reporting and offer suggestions for improvement and development of Control Room functions Ensure activities identified within the Safety Action Plan (SAP) are undertaken and reporting of same carried out in a timely manner within the agreed timescales on the SAP Undertake incident investigations Undertake other procedures in relation to employee relations in conjunction with HR processes Deal with any and all matters which arise as first point of contact Deadlines met for production of data and tasks completed Works well within the team Flexible, pro-active, problem-solving attitude Helpful, pleasant and polite manner to colleagues and customers at all times Ability to work to deadlines, at times under considerable pressure, without compromising standards of performance, calm under pressure The post holder must not divulge any confidential information to an unauthorised person that they may access during their employment Carry out any other duties relevant to the role as directed by your manager and other members of the senior management team

The Ideal Candidate:

Essential Skills:

Experience in similar Front-Line/ Independent Ambulance control room environment Knowledge of Patient Transport Services Highly proficient and experienced in Cleric Mobile PTS Minimum 2 years' experience in a supervisory role I.T. Literate (i.e. Microsoft Office Suite) Excellent people management skills O Level/GCSE in Maths and English Ability to work effectively as part of a team Worked in a fast pace multi delivery environment Customer focused Good communicator and problem solving skills with strong time management ability Assertive, results orientated individual capable of leading a team unsupervised Flexible approach to working hours. Application of common sense approach A caring attitude towards patients and an outgoing, friendly manner, able to show empathy and respect The post holder must be willing to undergo suitable training Able to deal with multiple tasks and prioritise Able to work on own initiative and proactively Ability to remain calm under pressure and be professional at all times Full driving licence required

Desirable Skills:

Experience of working in confidential environment Geographical knowledge of the local area to be worked within Logistical experience in the transport industry or formal logistics qualifications (NVQ/Other) Managed large teams remotely
Job Type: Full-time

Pay: 45,000.00 per year

Benefits:

Free parking On-site parking
Work Location: In person