Nhs 111 / 0300 Training Operational Specialist

**Job Title**:NHS 111 / 0300 Training Operational Specialist

**Responsible to**:NHS 111 / 0300 Lead

**Accountable to**:NHS 111 / 0300 Lead

**Hours**: 37 hours per week

**Base**: Newfield House, Vicarage Ln, Blackpool FY4 4EW

**Pay**:£27,000 per annum (salaried)

Our **‘Why’**:To nurture and environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.

Our behaviours should be in line with our values which form part of our Company DNA:
Ø **Fun: People rarely succeed unless they are having fun. Happiness is healthy**

Ø **Awesome: We aren’t here to be average, we’re here to be awesome**

Ø **Humble: We’re here to make a difference to the lives of others, NOT to see how important we can become**

Ø **Brave: We challenge the norm. We have the courage to get the difficult jobs done**

Ø **Oomph: We have natural oomph It’s infectious**

Ø **Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity**

Our key expectations are:
Ø Self-awareness - Living authentically

Ø Adaptability
- Being ready to adjust depending on the situation

Ø Openness - What you see is what you get

Ø Positivity with a real sense of being able to strive for the impossible

Ø Generosity of spirit
- Everyday should be an opportunity to act with kindness

Ø Ability to have fun - Taking the role seriously, whilst being yourself

**Job Summary**

The Operational Specialist is a new role in FCMS. Using experience and knowledge of service delivery, alongside the NHS111 / 0300 Lead, you will be responsible for the smooth running of our services on a routine basis, with visible management and leadership of service delivery teams.

The NHS111 / 0300 Services Operational Specialist will be responsible for supporting the NHS111 / 0300 Lead in providing our staff the correct environment (physical and non-physical) to deliver exceptional healthcare.

With a focus on day-to-day service provision, you will ensure that our NHS111 / 0300 Services are able to meet the demands of commissioners (KPIs and Quality) the volatile, unpredictable nature of Urgent and Emergency Care (capacity & demand Management) and the expectations of patients.

**Duties and Responsibilities**
- To provide compassionate, effective, and visible management and leadership to the NHS111 / 0300 Services team.
- To ensure good people management practices and that effective & supportive team-working is felt across our NHS111 / 0300 Services.
- To role model a learning and coaching culture based on openness, learning and continuous improvement that supports continuing personal development.
- To encourage staff members to take personal responsibility and ensure they have the necessary autonomy to deliver excellent healthcare services in a busy high-pressure environment.
- To be responsible for the planning and delivery of 111 training that ensures our NHS Pathways qualified staff numbers consistently meets the needs of our NHS111 / 0300 contract.
- To provide high quality, empathetic and supportive training programmes that encourage new recruits and provides the best possible platform for their success.
- To continually review our training processes, ensuring that they are up to date, supportive and iteratively improved based on feedback and observation.
- To support the NHS111 / 0300 Services call handling teams on a day-to-day basis with knowledge and expertise of software, system and equipment use.
- To be part of a network of staff providing senior management on call cover in the out of hours period on a rotational basis.
- To work with the NHS111 / 0300 Lead and other Operational Specialists to ensure that our NHS111 / 0300 Services meet (as a minimum) national standards, contractual obligations and KPIs, and where this is not achieved plans are created, actioned and monitored to ensure compliance.
- To contribute and knowledge and skill to staff planning so that rotas are appropriately staffed and that on the day and short notice issues that affect capacity are managed in real time to minimise impact on service delivery.
- To contribute knowledge and skill, working with the NHS111 / 0300 Lead and Business Intelligence Team to develop (and use) operational dashboards that can be used to understand the operational activity of the department, that aids operational management and planning.
- To contribute knowledge and skill, working with the NHS111 / 0300 Lead and Business Intelligence Team to ensure KPI and Quality data and reports are produced on time and are an accurate reflection of the work undertaken. Ensuring that reports are submitted to commissioners in a timely manner.
- To continually assess our service processes, policies, and procedures to ensure that improvements or efficiencies are continually identified, and changes are made to improve service delivery or organisational performance where appropria