Ems Call Supervisor

7 months ago

St Asaph, United Kingdom Welsh Ambulance Service NHS Trust Full time

The duty EMS Call Supervisor will be responsible for supervising the EMS Call Handling team, accountable for the effective and efficient management of urgent and emergency (999) calls received by the Welsh Ambulance Service in line with Trust and Clinical Contact Centre (CCC) standard operating procedures (SOPs).

The Call Supervisor will undertake day to day supervision and coaching of the call handling function within the Clinical Contact Centre (ECC) and provide live performance management against Key Performance Indicators, undertake historical call review support, objective setting, and development.

They will also be responsible for ensuring that delays in attending WAST patients receive appropriate welfare in line with CCC Standard Operating Procedures (SOPs).

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

The successful post holder will be expected to maintain close working relationships with all roles withing the CCC to ensure that information and workflow is efficient, accurate and meaningful. The role is a conduit of information from the call-handling team to the Duty Managers, this will include communicating information relating to demand and capacity and call-handling resources across the Trust. The EMS Call Supervisor will be required to provide regular reports both verbally and written to the Duty Control Manager regarding performance of the Call handling team including call answering, occupancy, rest break management, and abandonment. They will be expected to support the EMS CCC Quality and Governance team in providing information, and where necessary, contributing to an Investigation report. Where an ‘on the spot’ concern is identified, the EMS Call Supervisor will Support the DCM in gathering pertinent information and where appropriate, contact the relevant party to seek early resolution.

The post will offer an opportunity to work within a busy and challenging team led environment. Co-ordinating and problem solving daily makes the post both demanding and interesting.

This role currently operates 7 days per week, 365 days a year, 24 hours a day, and you are required to work a range of shifts. We actively seek Welsh speakers to join the team.

RemarkablePeople

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

Careers within the Welsh Ambulance Services NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.

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