Operational Duty Officer

Job summary

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

Main duties of the job

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 role is designed to deliver a consistent operational resilience response for the work programme, using a combination of subject matter expertise and technical skills;

About us

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

Job description

Job responsibilities

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.

The specific objectives of the post holder will be subject to review as part of the individuals performance review/appraisal.

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

o Supporting the delivery of day to-day coordination to support system operational resilience presenting complex, sensitive or contentious information to large groups

o Supporting the identification and sharing of best practice

o Develop and support the System Coordination Centre

o Support reporting to NHSE with regards to system status

Project Management

Support the Deputy Operational Duty Manager in the delivery of project plans, completing allocated tasks as appropriate, identifying risks, issues, and dependencies, considering best practice and current options.

Support the development of comprehensive and cohesive plans which are consistent with the overall project timetable, meeting the strategic direction of the team and minimising unnecessary disruption to stakeholders involved in the process and are operationally sound

Support the SCC Team in managing stakeholders, responding to and escalating to the Deputy Operational Duty Manager any conflict between different stakeholders when this arises through facilitation or other appropriate mechanisms.

Support a high standard of work supporting the delivery of projects on time, to quality standards and in a cost-effective manner.

Support the planning and organisation of various events/ meetings, ensuring communication tools are used to their maximum value for circulating the minutes, agenda, and presentations in a timely manner.

Support other projects and project managers as and when required.

Policy and Service Development

Propose changes to own function making recommendations for other service delivery

The post holder will need to maintain a good knowledge of emerging policies from government departments Research and Development

Plan, develop and evaluate methods and processes for gathering, analysing, interpreting, and presenting data and information

Support development of our system operational command centre

Support project delivery to comply with key performance indicators

General other Duties

This job description is not a definitive or exhaustive list of responsibilities but identifies the key responsibilities and tasks of the post holder. The specific objectives of the post holder will be subject to review as part of the individuals performance review/appraisal. 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.

Person Specification

Knowledge, Training and Experience

Essential

Educated to post graduate diploma level or equivalent in relevant area, or possess specialised knowledge of specific area, acquired through degree or equivalent experience or training, plus further staff or project management knowledge to post graduate diploma level equivalent. Experience of working at operational level, supporting management in fulfilling their duties. Significant/substantial experience of delivering performance management information and analysis.+ Understanding of the current national policies and guidance of priorities, associated with reporting in relation to national and local data and information requirements Understanding of and background to the aims of national healthcare policies. Experience of budget setting and working knowledge of financial processes Expert knowledge of Microsoft Office Suite with excellent keyboard skills.

Desirable

Experience of IT Suite including Advanced Excel, Access, Word and Excel spreadsheet modelling. Knowledge and experience of delivering project and programme management techniques and methodologies. An understanding of service improvement methodologies and experience of using such, for instance Lean methodology. Experience of working with the National framework for NHS continuing healthcare and other Frameworks

Communication Skills

Essential

Must be able to articulate, provide and receive highly complex, multi stranded date containing sensitive or contentious information, collaborate with senior stakeholders on difficult and controversial issues, and present complex and sensitive information to large and influential audiences Actively develop and negotiate relationships on difficult and controversial issues.

Analytical Skills

Essential

To lead in the development and maintenance of a suite of reports, consistent with routine performance monitoring, that accurately describes the ICB's position across Continuing Healthcare portfolio Expert understanding of Microsoft Office Proven problem solving skills and ability to respond to sudden unexpected service demands Ability to analyse highly complex facts and situations and develop a range of options for direct senior management in support of decision making

Planning Skills

Essential

Demonstrate capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly Experience in project management, and ability to complete tasks within the expected timeframe.

Freedom to Act

Essential

Must be able to use initiative to decide relevant actions and make recommendations to Sponsor/ Manager, with the aim of improving deliverables and compliance to policies. Ability to make decisions autonomously, when required, on difficult issues, working to tight and often changing timescales Experience of identifying and interpreting National policy. Experience of researching best practice (globally, private and public sector), interpreting its relevance and processes/ practices which could be implemented successfully to achieve system reform (advising on policy implementation)

Other

Essential

Needs to have a thorough understanding of and commitment to equality of opportunity and good working relationships both in terms of day-to-day working practices, but also in relation to management systems. Used to working in a busy environment Adaptability, flexibility and ability to cope with uncertainty and change Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions Professional calm and efficient manner Effective organiser, influencer and networker Demonstrates a strong desire to improve performance and make a difference by focusing on goals. Completer/Finisher

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