Nepts - Service Improvement Lead for Volunteers

The Service Improvement Lead (Volunteers) is primarily responsible for supporting the Operational Team in the process of developing and implementing a high level, innovative and responsive volunteer service, which meets local Key Performance Indicators, through the effective, efficient analysis of information to support the growing requirement for the Non-emergency Patient Transport Service (NEPTS) team to use volunteers to support its current delivery model. Ensuring this is achieved through the utilisation and development of appropriate services and the provision of training and support in liaison with external stakeholders and in partnership with divisional and control managers to ensure best practice across the NEPTS service areas.
- Actively participate in the recruitment of volunteers for the Non-Emergency Patient Transport Service (NEPTS)
- To act as a point of contact for volunteer staff and to ensure that all quality and training requirements are fulfilled
- To ensure that all volunteers are managed appropriately, including provision and management of expenses claims within service policy. To maintain standardised procedures
- To provide analytical and statistical information, to develop and implement new volunteer service areas in conjunction with the NEPTS management team. There will be a requirement to work with internal and external stakeholders.
- To report an overview of projected performance improvements.
- To proactively support divisional and control managers with development and training of embedded volunteer teams within their local service areas.
- To ensure that the volunteer information held on data systems (within the Division) are accurate and conform to Working Time Directives and Data Protection Act requirements.

NEPTS is a small but dedicated team who's drive comes from doing the right thing by our patients, stakeholders and staff.

EMAS is a forward looking and diverse organisation which takes the welfare, education and support of its staff seriously.

**Main responsibilities**:
Communication and Relationship Skills

The post holder will receive and provide complex information requiring persuasive, motivational, negotiating where agreement and co-operation is required.

Act as a focal point for all areas of the volunteer sector, ensuring that all process’ are in place and routinely communicating with the teams for support and interaction.

The post holder will proactively liaise with the management, communication team & external stakeholders

The post holder will ensure that effective two-way communication is establishedwith various departments and managers in relation to volunteer issues which will impact on operational cover, e.g. changes to the workforce profile/plan.
1. Knowledge, Training and Experience

The post holder will demonstrate an understanding of a range of work procedures and practices, some of which are non-routine, which require a base level of theoretical knowledge, principally;
- Knowledge of how the Trust delivers its services for patients and awareness of the Trusts strategic direction and plans
- A working knowledge of current legislation relating to the volunteer sector, Working Time Directives and the Data Protection Act and an understanding of Trust policies and procedures.
- Experience of people management and service implementation.
- Preparation of reports and presentations, as required/requested.

1. Analytical and Judgement Skills

The post holder will make judgements involving facts or situations, some of which require analysis.

The post holder will analyse and interpret statistical data in order to identify areas in which a volunteer team would be beneficial in a dynamically changing environment.

The post holder will analyse and interpret performance reports and data in order to establish areas of focus.
1. Planning and Organisational Skills

Actively recruit new volunteers to the NEPTS service ensuring appropriate training and development opportunities are available

Plan and organisation of a number of complex activities within set deadlines of a project

The post holder will be required to work regularly without supervision.

Use creativity, imagination and innovative ideas to resolve problems which prevent the service from providing the provision of high-quality patient care.

The post holder will provide assistance in the planning and development of robust processes to assure effective delivery, monitoring and evaluation of volunteer activity all resourcing activity across the NEPTS service.

The post holder will contribute to the development of operational policies and corporate policy relating to the volunteer function across the organisation to ensure consistency between NEPTS and other EMAS volunteer functions.
1. Physical Skills

The post holder will input, extract and manipulate data at a personal computer, more or less continuously on most days, requiring standard competency in the use of MS Word and Excel.
1. Patient and Client