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Control Room Coordinator

1 month ago

Hastings, East Sussex, United Kingdom Secure Care UK - Bases Full time
Job Overview

Secure Care UK - Bases is seeking a skilled Control Room Coordinator to join our team. As a key member of our operations team, you will be responsible for coordinating the safe transportation of service users/patients diagnosed with mental health conditions. This demanding yet rewarding role requires a passion for providing excellence in healthcare and an interest in gaining experience in our niche sector.

Key Responsibilities
  • Answer and respond to incoming telephone calls and emails in a timely and professional manner.
  • Dispatch crews to bookings with due consideration to patient care, risk assessments, and cost-effectiveness.
  • Maintain proficiency in the evolving use of IT systems, including command and control systems and mapping software.
  • Accurately record all information provided by clients when taking bookings and ensure that all required data is received to support the MHTA team in ensuring a safe and compliant service provision.
  • Accurately record operational data, fully populate data management systems, and assist in the accurate recording of metrics for Handover and Control Room reporting as required.
  • Ensure that all complaints and compliments received are handled professionally and escalated as appropriate.
  • Support the creation and effective implementation of crew rotas through accurate recording of absences and other relevant information with due consideration to individual and business needs.
  • Ensure Company Standard Operating Procedures and Policies are followed to support the collection, transport, and handover of patients.
  • Ensure the services' regulatory obligations, policies, and procedures are adhered to at all times, reporting any 'day-to-day' issues to the relevant Communications and Deployment Team Leader.
  • Accurately report and investigate all relevant Incidents within the CQC/IMF framework.
  • Ensure that statutory regulations and applicable legislation are implemented and adhered to at all times, and recorded/escalated as appropriate.
  • Support in the induction and training of new Communications and Deployment Co-ordinators, facilitating their learning of best practice and providing constructive insights gained through experience.
  • Ensure that downtime duties, including audits, are being performed and lead by example to demonstrate the highest standards when undertaking operational duties.
  • In exceptional circumstances (after appropriate training), work as a crew member to provide a professional and caring service for all patients while in the care of Secure Care UK, ensuring that at all times patient safety remains paramount and that safe systems of work are adhered to.
  • Participate in staff development programmes, regular supervisions, and annual performance development reviews, and/or undertake further training if and when required.
  • Champion Secure Care UK's standards, values, policies, and procedures, promoting effective stakeholder relationships between the Logistics team, MHTA crews, Management, and Senior Management.
  • Work to the values of the organisation and display high standards of integrity and professionalism towards clients and colleagues, and act at all times in a manner consistent with legislation, policy, and procedures in respect of Equality and Diversity.
  • Continuously develop and update own knowledge and skills within the job role and contribute to setting own work objectives, ensure up to date with company policies, procedures, and staff handbook, and working collaboratively towards the success of the Company.
  • Promptly undertake any other duties or reasonable Senior Management request relevant to the post as may be assigned from time to time.

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

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

Holidays: 28 days annual leave
Working Pattern: 4 on, 4 off shift pattern, alternating between days and nights
Contract: Fulltime
Job Type: Permanent