Control Room Coordinator

3 weeks ago

Eastbourne, East Sussex, United Kingdom Secure Care UK - Bases Full time
Job Description

About the Role:

We are seeking a highly skilled and experienced Control Room Operative to join our team at Secure Care UK. As a Control Room Operative, you will play a critical role in the safe transportation of patients with mental health conditions, providing logistical support to our Mental Health Transport Assistants and ensuring the smooth operation of our services.

Key Responsibilities:

  • Answer and respond to incoming telephone calls and emails in a timely and professional manner
  • Dispatch crews to bookings, considering patient care, risk assessments, and cost-effectiveness
  • Maintain proficiency in IT systems, including command and control systems and mapping software
  • Accurately record all information provided by clients when taking bookings, ensuring all required data is received to support the MHTA team
  • Record operational data, populate data management systems, and assist in accurate recording of metrics for Handover and Control Room reporting
  • Handle complaints and compliments professionally, escalating as appropriate
  • Support the creation and implementation of crew rotas, considering individual and business needs
  • Ensure Company Standard Operating Procedures and Policies are followed to support patient collection, transport, and handover
  • Adhere to regulatory obligations, policies, and procedures, reporting any issues to the relevant Communications and Deployment Team Leader
  • Investigate and report incidents within the CQC/IMF framework
  • Implement and adhere to statutory regulations and applicable legislation, recording and escalating as necessary
  • Support the induction and training of new Communications and Deployment Co-ordinators, facilitating their learning of best practice
  • Perform downtime duties, including audits, and lead by example to demonstrate high standards
  • In exceptional circumstances, work as a crew member to provide a professional and caring service for patients, ensuring patient safety and safe systems of work
  • Participate in staff development programs, regular supervisions, and annual performance development reviews
  • Champion Secure Care UK's standards, values, policies, and procedures, promoting effective stakeholder relationships
  • Work to the values of the organisation, displaying high standards of integrity and professionalism towards clients and colleagues
  • Develop and update own knowledge and skills within the job role, contributing to setting own work objectives

Requirements:

  • Maintain Enhanced DBS
  • Ability to remain calm under pressure
  • Ability to work as part of a team
  • Ability to problem-solve efficiently
  • Good IT skills
  • Excellent written and verbal communication skills

What We Offer:

  • Private healthcare provided by Westfield Healthcare
  • Additional training and continued personal development opportunities
  • Refer a friend scheme

Working Arrangements:

  • 4 on, 4 off shift pattern, alternating between days and nights
  • Full-time contract
  • Permanent position

Security Clearance:

We are committed to the safer recruitment process, safeguarding and promoting the welfare of children, young people, and adults at risk. Due to the nature of our business, any successful applicants will be required to complete Disclosure & Barring Service checks (DBS) and provide 5 years of work history, including two references.

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