Nepts Non-emergency Operations Center, Trainer and
2 weeks ago
The NEOC trainer and auditor is responsible for the training of all call handlers and control staff within NEPTS. Ensuring high standards of competency and compliance are achieved.
This will be measured by ongoing auditing of calls and skills to ensure consistency and best practice is maintained across the NEPTS service.
The post holder will be responsible for the training of new staff and ongoing training of established staff to the required standards as set out by the Service Support Manager over our two control rooms.
Responsible for collating data to be analysed for production of NEPTS quality assurance standard reports in order to establish areas of focus for training.
Ensuring quality assurance is maintained within the NEPTS control and call handling function by supporting them to practice safely and effectively and meet the standards required for the Trust so ensuring high standards of professionalism are always maintained.
Due to the team being small the atmosphere within the control room is very "can do" with hands on solutions to problems and challenges.
Communication and Relationship Skills
To act as a focal point for staff in relation to NEOC training enquires and points of clarity.
Provide feedback to staff, both verbally and in writing.
The trainer and auditor will ensure that effective communication / reports are established between the call handling, control, and management teams.
Identify training needs and development for the NEOC.
Provide training and assessments for staff with identified learning needs and those with less than 12 months experience to reach the standards required.
Regularly utilise the control room cleric system including inputting reviewed calls.
Undertake necessary training and development to ensure that your own skills are maintained and that you develop these skills as new technology is introduced.
To be able demonstrate an understanding of work procedures and practice in relation to Cleric control and dispatch software.
The trainer and auditor will demonstrate knowledge of how NEPTS delivers its services for patients and awareness of NEPTS operational plans.
Analytical and Judgement Skills
To extract data from the NICE voice recorder to enable staff to review their performance.
Review random samples of NEPTS calls and provide written and verbal feedback.
Uses the nice recorder to review calls requiring accuracy, quality and understanding of confidentiality.
Assist with the Investigation of complaints for PALS and IR1s where concerns have been raised in accordance with the Trust's patient Advice and Liaison Service (PALS) and/or Complaints procedure.
Planning and Organisational Skills
Complete a training plan and provide training for all new starters and alternative duties staff to the required standard.
There is a requirement to work regularly without supervision.
Demonstrate initiative to support the NEPTS service support manager to resolve training issues and problems which prevent the service from providing the provision of high-quality care.
The Trainer and Auditor will input, extract, and manipulate data on a daily basis, demonstrating competency in the use of MS Word and Excel and other work-related systems.
Ensure adherence to Health and Safety at work Act and the Trust's Disciplinary and Grievance procedures.
Maintain confidentiality in line with the Trust policy and ensure compliance with the Data Protection Act and Caldicott principles.
Ensure compliance with any Trust or directorate policies, procedu
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