Control Room Duty Care Operations Manager

Purpose:
To effectively lead a team of Deployment Coordinators, to ensure service users are transported efficiently in line with with CQC guidelines, current legislation, Company policies and values. To manage staff rota’s and act as the first point of contact for ad hoc operational queries, making appropriate adjustments to address operational issues and escalating as necessary.

Reporting: To the Regional Care Operations Manager (RCOM)

Roles & Responsibilities:

- To ensure provision of a professional and caring service for all patients whilst in the care of Secure Care UK, that at all times patient safety remains paramount, safe systems of work are adhered to and that deployment is in line with Service Level Agreements with Clients.
- Manage a team of Deployment Coordinators, prepare and present job performance evaluations, develop and motivate all team members to attain goals, pursue excellence, and work together in the most efficient manner
- To be the first point of contact for Deployment Co-Ordinator general queries, ensuring own knowledge of policy, law and standard operating procedures is up to date and accurate.
- Follow Company Control Room Operational Procedures and policies to support the collection, transport and handover of patients in line with Service Level Agreements and staff welfare.
- To oversee accurate completion of patient report forms in accordance with CQC guidelines and Company Policies.
- To support and manage Control Room operations to achieve Service Level Agreement standards for each Client Contract and to communicate risks and opportunities to the Company promptly to management.
- To ensure requests for transportation arrangements are recorded in an efficient and timely manner and to quality assure that data standards are met by staff.
- To act as the first point of contact and make appropriate adjustments for rota’s, operational incidents, accidents, resourcing, fleet and facilities as required.
- To support the investigation of all relevant Incidents within CQC/IMF framework and escalate to management as required
- To efficiently populate and manage the staff rota management system for Mental Health Transport Assistants and coordinate with other operational staff, escalating current and future issues to management as required.
- To communicate any Control Room updates or changes effectively to the team and wider business.
- To ensure that statutory regulations and organisational policies and procedures are implemented and adhered to at all times. This will include but not limited to Health and Safety and Data Protection and will require accurate reporting of facts concerning accidents or incidents to control and hospital personnel in accordance with Secure Care UK Guidelines and the Company Incident Policy
- To take part 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, polices and procedures, promoting effective stakeholder relationships between the Clients, Operational teams, Management and Senior Management.
- To work to the values of the organisation and display high standards of integrity and professionalism towards clients and colleagues, and to act at all times in a manner consistent with legislation, policy and procedures in respect of Equality and Diversity
- To continuously develop and update own knowledge and skills within the job role and contribute to setting own work objectives, and to ensure up to date with company policies, procedures and staff handbook.
- To undertake any other duties relevant to the post as may be assigned from time to time which are consistent with the post.

Key Requirements:

- Valid Manual Driving License for the UK
- Maintain Enhanced DBS
- Ability to lead and manage a team
- Excellent attention to detail
- Excellent IT proficiency
- Excellent organisational skills
- Excellent written and verbal communication skills

SHIFT PATTERNS:
12 hour shifts
Day shifts
Night shifts
INDHEALTH