PTS Ambulance Dispatcher

1 week ago

Bicester, United Kingdom South Central Ambulance Service NHS Foundation Trust Full time

Job summary

We are looking for permanent Dispatchers for our team based at Northern House, Bicester.

Do you have:

Experience of working in a customer-focused environment? Awareness of equality and diversity in the working environment? good geographical and logistical knowledge of the operational areas of Hampshire and Thames Valley? Experience of using the full range of Microsoft Office applications? The ability to solve problems? Excellent communication skills? The ability to remain calm whilst working under pressure A flexible approach to work

*Please note: this position is subject to TUPE*

Main duties of the job

As a Dispatcher, you will be assisting the Non-Emergency Patient Transport service (NEPTS) in providing a vital service to our patients by efficiently allocating patient transport vehicles to patients according to geographical area, mobility, and travel requirements. These can vary from mobile patients who can travel with minimal assistance, to complex patients who require multiple resources or specialist equipment. A Dispatcher will ensure that SCAS NEPTS can deliver the requested patient journeys with the assistance of our automated systems. You will be used to working in a target orientated environment and will thrive on working in a faced paced environment receiving a high number of varied and challenging queries per shift and are confidant in problem solving. It is essential you have geographical knowledge of the area and experience of handling logistical challenges. We are looking for an individual who can demonstrate strong communication skills and the ability to work consistently whilst under pressure.

About us

Benefits we offer:

Full training and support when you join and ongoing throughout your employment with us. Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time). Enrolment into the NHS Pension Scheme. Access to continual professional development and opportunities within SCAS and the NHS. Occupational Health support along with an Employee Assistance Programme. NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.

About Us

South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.

The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.

We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.

Job description

Job responsibilities

1. To prioritise / deploy and dispatch journeys to operational resources to ensure that Patient appointment times are met throughout the course of the shift, considering the use of both internal and external resources as appropriate and necessary.

Liaise with the NEPTS Call Handlers with regard to patients conditions, mobility, appointments, collection / destination addresses and ready times. To utilise the mapping and two-way data functionality of the live data capture system to ensure efficient utilisation of operational resources, minimising delays and downtime. To manage/monitor the daily patient activity utilising the Trusts Patient Transport Information System, in particular patient appointment/discharge times, mobility, medical conditions, care packages and locations / destinations of patients and vehicles. To use the Trusts radio communication system in an appropriate and professional manner in accordance with Trust Policies and Standard Operating Procedures. To respond to changes within the Patient Transport Service as requested in order to meet the requirements of the Customer and its commissioners. To undertake to be the first point of contact in liaison with the customer, members of the public, patients and/or relatives that may contact the NEPTS Contact Centre out of core hours. Liaise with Vehicle and Equipment Unit with reference to vehicle breakdown / faults of the NEPTS vehicles or contact the on call services in the case of vehicle breakdown. To answer all telephones lines in a professional and courteous manner as per training received and any associated call scripts as per the agreed Standard Operating Procedures. To participate in any conference call as required for the relevant area of responsibility and acting accordingly upon the information received and given. To ensure that all crews have logged on and received all planned work. To produce reports as/ when required by the Contact Centre Manager. To undertake any other responsible duties as required / directed by the Contact Centre Manager or the Locality manager (CC). To participate as required in the Trusts response to Major Incidents as per agreed protocols. The post holder must adhere to the Trusts Policies and Procedures. To undertake any training as deemed necessary by the Trust. This relates to internal and external training and may involve residential attendance. To actively participate in Team Meetings, suggesting where appropriate any changes to existing working practices in order to promote service delivery. To participate in the Appraisal System to culminate in a Personal Development Plan in accordance with the Trusts Policies and Procedures. To ensure that customers and patients are contacted regarding their transport requirements, advising of any inability to meet these requirements and advise of any other options as soon as it is apparent that any genuine commitments cannot be met. To refer any matters outside area of responsibility to either a Lead Dispatcher, Team Leader or Contact Centre Manager, Team Leader (NEPTS) or Senior Operations Manager. To participate in conjunction with the Trusts commissioners in any initiatives that aim to improve service delivery. To promote and enhance the image of the Trust at all times in accordance with Trust work rules, promoting good relations with the public, patients and other health care professional through effective and communication skills and a polite and professional manner. To participate in any audits or surveys that may be required by the Trust or its commissioners. To ensure you remain up to date with all dispatch protocols checking the standard operation procedures and regular updates. To undertake occasional planning duties as and when required by the Contact Centre Manager or Locality manager. Person Specification

Qualifications and Training

Essential

GCSE English / Maths and ICT or equivalent at grade 4 or above

Desirable

NVQ 3 in Customer Service, or equivalent

Knowledge and Experience

Essential

Previous customer service experience Geographical knowledge of SCAS commercial areas Skilled use in all latest Windows and Microsoft software operating systems and Word, Excel

Desirable

Logistical background Radio communication experience Map reading skills

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