Job Description

An exciting opportunity has arisen to fulfill the role of the Production Office Manager at East Midlands Ambulance Service NHS Trust supporting the Emergency Operations Centre (EOC).



We are seeking an experienced applicant to support service delivery of the Emergency Operations Centre. You will play a pivotal role in analysing operational resourcing, building robust workforce and 999 call?forecast plans and ensuring adherence to relevant standard operating procedures. The post holder is accountable to an EOC Senior Manager and will provide leadership in resourcing across the EOC.

Job Purpose:

To support the EOC Senior Management team in the development and implementation of systems and processes in the areas of resourcing and information and analysis of statistical information relating to the EOC.



The post holder will have a key role in analysing information concerning EOC operational resources, deliver robust plans relating to forecasting to improve and maintain budgetary and financial objectives together with EOC adherence to the management of related standard operating procedures.



The post holder is accountable to the EOC Service Delivery Manager for the delivery of the service by providing strategic expert knowledge, skill and leadership in the speciality area of resourcing service delivery.



The post holder will produce workforce reports and forecasting for EOC leadership--drawing on historical call data, staff availability, events, and rota outputs.



Communicate, negotiate with managers and staff to adopt changes in rota design, resource management and performance to meet demand.

Provide advice and instruction on GRS (Global Rostering System) functionality and maintain a supportive, fair and open culture that enables performance standards to be met.



Work with other ares of EMAS to supply workforce information and support service improvements arising from process analysis.



Maintain effective two?way communication with managers on resource indicators impacting operational cover (sickness, annual leave, vacancies, training, shifting demand, workforce profile).



Lead planning and organisational activities, including long?term 999 call volume forecasts, workforce planning, day?to?day management of the Production Office team, and integrated delivery with Senior Management Team and Duty Commanders.



Ensure equitable relief and overtime allocation within predefined budget limits; ensure rotas comply with Working Time Regulations and Trust policies.



Own data quality and reporting in GRS, producing daily/weekly/monthly outputs; and present performance insights.



Working for us not only provides job satisfaction of knowing that what you do makes a real difference to our patients, but we offer a range of other great benefits too:



Flexible approach to working patterns, we understand the importance of a work life balance and have a wide selection of rotas for part-time and full-time staff



Holiday entitlement of 27 days rising to 29 days after 5 years and 33 days after 10 years, plus public bank holiday entitlement (pro rata for part time).



Pay enhancements for out of hours, shift and overtime working, career and salary progression and annual personal development review.



Uniform will be provided where this is a requirement of the role



Expert training and support from our dedicated in-house education team.



Membership of the NHS Pension Scheme.



Occupational Health support along with an Employee Assistance Programme



Supporting wellbeing networks



NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.



Salary Sacrifice Schemes and cycle to work.



An exceptional place to work to provide with high-quality emergency care to save lives and make a difference to people



A first-class employer, promoting equality, diversity and inclusion of our employees. We are a Rainbow Accredited organisation, and a Veteran Aware and Disability Confident employer.



Communication & Relationship Skills

Preparation of complex reports and presentations as required/requested to all EOC staff including forecasting data incorporating historical call data such as call duration, call volume, and staff availability and events. Provide complex workforce reports in relation to rotas, call demand and staff availability. Receive and provide highly complex information, incorporating staff establishment figures, absence, resource/call demand, finance and rota hours output. Highly complex information will influence changes to resource management. Able to communicate, negotiate and influence staff and managers to adopt relevant changes in rota designs, management of resources and performance in order to meet demand. Required to deal with sensitive personal information in relation to health and internal/external circumstances when assessing flexible working requests and sensitive issues relating to staff. Provide advice and instruction relating to resourcing and Rostering System functionality. Establish and promote a supportive, fair and open culture that encourages and enables all parts of the workforce to meet required performance standards. Work with other teams, in particular leads for education, recruitment and finance, to provide complex information relating to workforce plans and support the delivery of service improvements arising from analysis of any new processes or procedures. Ensure that effective two-way communication is established and maintained with various departments and managers in relation to resource indicators which will impact on operational cover, e.g. sickness, annual leave, vacancies, training, shifting demand and change to the workforce profile/plan.

Knowledge, Training & Experience

Highly developed knowledge of policies and procedures relating to rostering, Rostering System and telephony including reporting and maintaining accurate information. Influential in the organisation in matters relating to all aspects of the EOC resourcing and performance for the delivery of the service providing advice to the Senior Management Team. Experience of people management issues in relation to rostering requirements. Influential in the use of a rostering system Knowledge of resource and workforce planning and reporting acquired through degree or equivalent experience or training. Using a high degree of accuracy and speed together with the application of knowledge, skills and experience, be responsible for the specialised operation of the service Personnel Rostering and Management Information System to update, retrieve and store detailed and complex information relating to workforce, call forecasting formulas and data.

Analytical and Judgement Skills

Required to undertake analytical investigations and make judgements on resources, and the planning of resources within EOC on an on-going basis, making complex decisions in respect to allocation of available staff and to identify trends relating to EOC such as call demand, telephony availability and staff attendance. Reprioritising workload as appropriate to ensure delivery against local and central objectives and differing priorities. Required to make judgment on complex payroll and workforce issues impacting on finances, contractual details and workforce establishment. Required to make judgements relating to the relevant Policies and Procedures relating to resource management.

Planning & Organisational Skills

Provide a long-term forecast of 999 call volume for the year ahead incorporating trends and seasonal demand, events and business continuity. Plan and organise several complex activities or programmes, some of which are ongoing, which require the formulation and adjustment of plans and strategies including the EOC workforce plan and long-term call forecasting data. Required to plan and organise the day to day duties of the Production Office team. Ensure that the allocation of staff on relief and staff overtime is done on a fair and equitable basis, ensuring that staff is at its optimum, monitoring that all overtime is kept within pre-defined budgetary limits and constraints. Required to ensure the resourcing function operates a rota planning strategy that is fair, consistent and complies with working time regulations and Trust policies and Procedures. Manage the resource function training requirements. Work closely with Senior Management Team and Duty Commanders to ensure an integrated approach is taken to service delivery.

Physical Skills

Standard keyboard skills and MS packages when preparing reports Required to drive between EOC sites and EMAS locations for training, staff management and meetings.

Patient & Client

Incidental non-clinical advice and information provided to clients.

Policy & Service Development

Responsible for policy implementation and development of the resourcing function and propose policy/service changes which impact beyond own area of activity. Participate in the review and implementation of new systems and processes and contribute to the development of operational policies and corporate policy. Contribute to the development of operational policies and corporate policy relating to the resourcing function.

Financial & Physical Resources

Monitors and contributes to the EOC workforce plan, EOC budget and financial initiatives. Observe a personal duty of care in relation to equipment and resources used in the course of work. Authorised signatory for receipting agency invoices, EOC staff time sheets & expenses.

Human Resources

Manage staff discipline, grievance, performance development review and career development. Support and provide recommendations for EOC in the development and implementation of appropriate action plans to improve HR Management of Overtime, Toil, WTD, Leave and Absence Management, to ensure delivery of auditable services and quality experience for all staff. Deliver training in resource topics including GRS. Responsible for line management of the Production Office department.

Information Resources

Responsible for maintaining GRS for EOC including updating personal records, creating reports on rota patterns, unsocial hours, contracted hours, absence hours and entering long-term forecast data. Responsible for data entry, and storage of accurate records on resource management system GRS Maintains accurate management information in accordance with Caldicott, Data Protection and Information Governance Guidelines Regularly produce reports daily, weekly and monthly from GRS, export data using excel incorporating formulae to provide information to EOC Senior management team of several aspects of EOC resourcing and performance. Facilitate a programme of regular feedback to all Managers to include telephony performance and resourcing achievements. Undertake the preparation and presentation of data, analyses, reports and projects as required. To report an overview of projected operational performance using Unit Hour Utilisation, idle time, and management of forecasting against core requirements.

Research & Development

Regularly undertakes surveys, audits or research to support service development such as nominal roll audits, rota reviews, GRS, research into call demand influences; develops methodologies for the analysis and/or interpretation of resource and telephony data.

Freedom to Act

Works autonomously under own initiative within agreed objectives set by the EOC Senior Management team, is given freedom to do this in own way working within broad occupational policies. Responsible for instant decision making and immediate problem solving daily to maintain service delivery to internal and central agreed levels.

Physical Effort

Frequently required to sit operating a personal computer for over 50% working day.

Mental Effort

Frequent concentration required when analysing statistical information, writing reports with interruptions to answer customer queries; requirement to concentrate for long periods on complex data analysis.

Emotional Effort

Occasional exposure to emotional or distressing circumstances such as patient emergency phone call recordings as part of investigations.

Working Conditions

There is a requirement to use a personal computer continuously on most days. Drive around the Trust (East Midlands region) to other resource departments and EOC sites.

Key Relationships

EOC Senior Management Team Staff Resourcing Centres across Divisions Central Resourcing External Stakeholders

The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Trust, which may be amended from time to time.



Patient Safety is a key priority for the Trust. It is your responsibility to ensure that you are fully compliant with EMAS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults.



This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement.