Lead Controller

**About HATS**

**Healthcare And Transport Services (HATS)** Group provides services for the transport of children and adults with special needs for the majority of the London Boroughs and has operations across the UK. HATS also provides high-quality non-emergency and high dependency and mental health patient transport services (PTS) to the NHS, Local Authorities and their associated bodies.

Many of those service users and patients entrusted to HATS care are vulnerable individuals including those with severe learning difficulties, moderate learning difficulties, profound and multiple learning difficulties, complex needs, social, emotional and behavioral difficulties as well as mainstream.

**Job Description.**

Lead Controller - Patient Transport service - St Georges Hospital

Monday - Friday 45 hours per week

Salary 38,000 per annum.

**Job summary**

You will be at the heart of our operation by ensuring the efficient and effective operation of the Transport Service, by overseeing the safe and punctual arrival of all Staff, Patients, and Goods. This will involve dispatching the drivers, working with clients, talking to clients and resolving queries.

This role will require a pro-active approach to problem solving and a desire to make the operation run smoothy and ensure efficient delivery.

It will also need you to make quick decisions and provide support and help to crews when managing client safety. You will need to balance competing priorities and work methodically under pressure.

This is an office based role using IT systems to match patients needs with available resources. You will be controlling the ambulances and crews and ensuring patients get in to appointments on time. There are times when you will be under pressure and you will need to be calm and have clarity of thought.

We need people who can take control of a situation, but have the behaviors and communication skills to build the team and work with the Ambulance Care Assistants to get the patients transported safely and in a timely manner. You may have worked as a Team Leader or Supervisor in a previous role.

We have various shifts available, so if you have the right experience to make a success of this role, then please apply.

**Main Duties, Responsibilities and Outcomes**
- Responsibilities_

The post holder will be:

- A key part of a successful HATS transport operation by providing great service delivery.
- Responsible for the dispatch and planning of transport.
- Someone with a good understanding of the transport services and be able to support Drivers and stakeholders.
- Part of a team ensuring that every journey is safe and compliant.
- Approachable and available for advice and support.
- General Duties_
- Uphold all HATS policies and procedures.
- Maintain the workspace to a hygienic and clutter free zone.
- Ensure GDPR is followed in accordance with HATS
- Ensure workplace is Covid-19 compliant at all times.
- Any other reasonable tasks as directed by a senior member of HATS staff.
- Dispatch Duties_
- Manage day control by ensuring all KPIs are met on a contract by contract basis and times are correctly inputted by Drivers.
- Ensure all Drivers have logged in and are available as planned, report issues and identify resourcing shortfalls.
- Deliver a responsive and pro-active response on the phone and input accurate details onto the Cordic system
- Be a key part of supporting the the Drivers as required to ensure they have an escalation process for any on the day issues.
- Be a pro-active link with Drivers, staff, Patients and stakeholders to inspire confidence in the service.
- Ensure if any incident or safeguarding concern occur that all data is recorded on our internal Datix software.
- Fleet_

Ensure any fleet related issues, such as defects or vehicle accidents are immediately passed to the Fleet Manager and Contract Manager.
- Key Outcomes_
- Achievement of agreed KPI's.
- Effective use of all available resources.
- Supporting Drivers.
- Escalate concerns or incidents.
- Engagement with Clients and Stakeholders.
- Ensuring completion of all Vehicle and Equipment checks.
- Key Working Relationships_
- Contract Manger
- Controllers and call handlers
- Drivers
- Senior HATS Management

**Applicant Requirements**

Applicants must have:

- Strong analytical skills.
- Excellent IT skills including an Advanced Excel Qualification (or ability to demonstrate the same skill level).
- Ability to manipulate spreadsheets.
- Microsoft Word and PowerPoint.
- Experience working with Cordic (or the ability to understand new software)
- Knowledge of Taxi and courier services or the desire to learn through training
- Excellent verbal communication.
- Demonstrate exceptional patience, compassion, common sense and the ability to keep cool under pressure.
- Be aware that on occasion you may, at short notice, be required to undertake overtime. In exceptional circumstances you may be asked to work an alternative shift.

**Additional Information*