Eoc Quality Assurer

4 months ago

Bedfordshire, United Kingdom East of England Ambulance Service Trust Full time

The Trust is looking to recruit five EOC Quality Assurers, who will be responsible for the undertaking of quality assurance activities of the clinical triage system within the EOCs. This includes performing case reviews and evaluations of EOC activities. They will work within a team to ensure that the required number of reviews are completed in a consistent manner and provide constructive feedback to EOC staff.

One position will be permanent and four positions will be twelve month secondments.

They will be based at Bedford (one position) and Norwich (four positions) and will have the opportunity to work full time, part-time or dual-role hours (with a minimum of 18:45 hours or 0.5 WTE a week)

Do you want to make a difference to our EMDs? Do you enjoy sharing knowledge and helping staff develop their skills?

The Trust is looking to recruit five full time EOC Quality Assurers who will be responsible for undertaking quality assurance activities of the systems within the EOCs.

**The role will include**:

- Performing case reviews using the licenced software and Trust systems, in line with the IAED Performance Standards
- Auditing call handlers use of EOC instructions and standard operating procedures
- Providing feedback both in written format and verbally
- Undertaking 121s and Reflective Practice with call handlers
- Producing and sharing incident performance reports
- Keeping performance records and trackers updated accurately
- Working to support the EOC at times of high demand

You will be working under the supervision of the Quality Assurance Lead and jointly responsible for reviewing 1% of all emergency calls to ensure that call handlers are compliant with the systems used by EOC to a high standard.
- Excellent knowledge of the Medical Priority Dispatch System
- Experience of mentoring staff and delivering feedback
- Good use of IT systems
- Excellent knowledge of EOC Instructions and Standard Operating Procedures for call handlers
- Excellent listening and communication skills

You will report to either the EOC Quality Assurance Lead or Quality Improvement Lead, and the EOC Quality Assurance Manager, and work alongside the other EOC Quality Assurers.
- Objectively and consistently measure system performance through case review of 999 calls
- Use listening skills to review 999 calls and other aspects of the clinical triage system to evaluate staff performance to the required standards
- Provide both written and verbal feedback which is constructive and focuses on promoting strengths
- To produce performance reports and maintain accurate staff records
- Supporting staff through 1:1 feedback and Reflective Practice
- Working to support the EOC at times of high demand

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