Operational Duty Officer

Integrated Care Systems (ICSs) nationally established system co-ordinated control functions to coordinate and manage operational capacity and demand across the system and maintain patient flow.
In Coventry and Warwickshire, this function is known as the System Co-ordination Centre (SCC), and it links with our existing provider Incident Coordination Centres (ICCs). The role of the SCC is to always ensure the safest and highest quality of care possible for the entire population across Coventry and Warwickshire by balancing the clinical risk within and across all acute, community, mental health, primary care, and social care services.
The Operational Duty Officer role will provide key input into to the SCC leading on the day-to-day delivery and have a level of understanding of clinical risk across the various parts of the local system
The role supports the urgent, emergency, and critical care system in driving operational balance, shared risk, and guide transformation to improve performance and patient outcomes across the system.
This role will involve attending system escalation calls, providing recommendations, and gaining assurance over actions to mitigate operational pressure.
Support the development of our system operational coordination centre and you will bring experience and knowledge of aspect of operational resilience.
The Coventry and Warwickshire Integrated Care System (ICS) will comprise the Integrated Care Board (ICB), which is the statutory body for the NHS, and the Integrated Care Partnership (ICP), which is a committee of the ICB, and brings together key health, care, community and voluntary sector organisations across the area. The Coventry and Warwickshire ICS covers the geography across two counties and is coterminous with the local authority boundaries of Warwickshire and West Midlands.
The role sits within the Transformation Directorate and will work as part of a dynamic team in delivering an effective system support across the Integrated Care System (ICS) to ensure the safest and highest quality of care possible for the entire population across Coventry and Warwickshire by balancing the clinical risk within and across all acute, community, mental health, primary care, and social care services
General
Provide accurate, proactive, and high-quality administrative support to the System Coordination Centre (SCC) team in a timely manner Specific tasks for the Operational Duty Officer will include but not be limited to
- Supporting the Deputy Operational Duty Managers in the implementation of a robust operational resilience offer
- Supporting the identification, implementation and resourcing of short-term actions and mitigations within the C&W system for the delivery of improved quality, safety, and performance standards
- Providing appropriate reports and updates as required for both operational and transformational meetings, using a PMO approach for consistency
- Supporting the development and assisting in the delivery of activity dashboards to support existing and new opportunities
- Support the system winter/ surge planning process
- Support the review of services where necessary and ensure that the services delivered are fit for purpose and meet the needs of the population
- Support the Deputy Operational Duty Managers in delivering training material to on call colleagues where relevant
- Encourage cross working in the team and with other teams within the system
- Effectively responding to system escalations in times of pressure
- Proactively Horizon scan and plan with system partners areas of pressure

This job description is not a definitive or exhaustive list of responsibilities but identifies the key responsibilities and tasks of the post holder.
There may be a requirement to undertake other duties as may reasonably be required to support the ICB in accordance with your grade/level in the organisation.
The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
Key Relationships
The post holder will be required to maintain constructive relationships with a broad range of internal and external stakeholders using negotiation, and motivational skills where relevant.
Participate in relevant internal and external working groups/projects, services and initiatives to provide, information and analytical advice and expertise.
Develop and implement data collection systems that will provide accurate and timely data.
Present information and issues, explaining highly complex issues, to a wide range of internal and external stakeholders.
To liaise with other Managers to share best practice.
Operational
- Engaging, and liaising with key stakeholders, in particular
- Supporting the delivery of day to-day coordination to support system operational resilience presenting complex, sensitive or contentious information to large groups
- Supporting the identification and sharing of best practice
- Develop and s