Ambulance Handover Manager

Job summary

An exciting opportunity has become available for an Ambulance Handover Manager (AHM)to join the well established team within the Ambulance Handover Cell (AHC)

The Ambulance Handover Manager is responsible for the management of capacity related issues on a shift-by-shift basis that effect the safe delivery of the Trusts Emergency and Urgent (E&U) Services and the ability of the acute hospitals to manage E&U activity effectively. The term Capacity defines ANY issue with regards to an acute Trust NOT having the ability to carry out effective transfer of care from patient arrival to discharge (whether the discharge is home or to community healthcare)

Applicants must be HCPC Registered Paramedic with a minimum of 12 months post qualification experience and must have completed their NQP portfolio & consolidation period (if applicable - evidence of this will be required) along with extensive experience in a 'middle' to 'senior' management role

Please note, artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting ideas and experiences of others or generated by AI as your own) applications may be withdrawn.

Main duties of the job

West Midlands Ambulance Service University NHS Foundation Trust is committed to creating an inclusive, supportive, and accessible workplace for everyone where our colleagues feel empowered to succeed.

Each person plays a vital part to ensuring our organisation meets the differing needs of our communities ultimately enabling us to save lives. We acknowledge that a workforce that reflects the communities that it serves provide better patient care and we are therefore looking for self-motivated, enthusiastic people from all backgrounds that care about making a difference to our patients.

We are committed to diversity and inclusivity at all levels. We are proud to have maintained Disability Confident Leader status and as part of our commitments to this we guarantee to invite all applicants who meet the essential criteria for a role to attend assessment or interview. If you have a disability or learning difficulty, and prefer to disclose it, please feel free to do so in your application. You can also contact the Recruitment Team via email at recruitment@wmas.nhs.uk if you wish to have a confidential discussion. We use this information, with your permission, to ensure you are fully supported during the recruitment process.

The Trust is proud to hold the Silver Award for a Dyslexia Friendly workplace and are committed to supporting our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.

About us

If this position involves a regulated activity it will require an Enhanced Disclosure & Barring Service check. The disclosure will, where appropriate to the role, include information against the Independent Safeguarding Authority barred lists for working with children, adults or both

Where a Disclosure & Barring Service (DBS) check is required for the post, all applicants are required to cover the cost of the check.

The cost of an enhanced check is £55.76 and is payable to our online provider at the time that the DBS application is submitted. Upon receipt of your DBS you will then be required to sign up to the DBS online update service.

We do endeavour to respond to all candidates on an individual basis. Therefore we do ask for your co-operation and patience whilst the short listing process takes place. After the closing date please ensure you check your emails (including junk mail) regularly as contact is usually made via this method.

We are proud to offer flexible working options to support our colleagues to have a greater choice in when, where and how they work. During your interview we will explore this with you and discuss your individual needs and how this could be facilitated for this role to benefit patient experience, service delivery and the work-life balance of colleagues.

Details

• Date posted: 11 June 2026
• Pay scheme: Agenda for change
• Band: Band 8a
• Salary: £57,528 to £64,750 a year plus the relevant unsocial hours
• Contract: Permanent
• Working pattern: Full-time
• Reference number: C9217-061-26-27
• Job locations: Ambulance Headquarters, Waterfront Business Park, Brierley Hill, West Midlands, DY5 1LX, United Kingdom

Job responsibilities

Direct responsibility and accountability for the line management of their team within the Ambulance Handover Cell (AHC), and support to the overall department. AHC teams consist of a hospital desk supervisor (HDS) and an ambulance handover liaison office (AHLO), and development positions within those roles.

Responsible for the management of sickness, attendance, and the health, wellbeing and welfare of team members, and the wider department.

Will ensure timely completion of their teams personal development discussions (PDC), mandatory workbooks, and all required mandatory and training requirements (clinical and non-clinical) throughout the year. Where required, support the wider department with arrangements and completion.

Authorise expenditure of overtime and other expenses to meet operational requirements.

Manage staffing levels within the agreed budget.

Participate in a range of Senior management activities which include, but not limited to:

Undertake timely patient experience investigations for early resolution, closer look and NHS-to-NHS concerns, completing response letters, telephone contacts and face to face meetings where required.

• Undertake and support Trust investigations and disciplinary procedures, as required. Forming part of and/or chair a panel at disciplinary hearings.

• Promote completion of the staff survey and flu vaccination programmes.

• Attending meetings with Staff side representatives and staff survey groups.

Maintain HCPC Paramedic registration and a portfolio of competencies.

Undertake and successfully complete Tactical Commander training and maintain a commander log. Ensure all training and update courses are attended throughout the year to maintain competencies.

Respond to incidents under emergency conditions when required.

Through leading by example, provide a focus for managerial excellence throughout WMAS by creating and maintaining a can do culture at every level where all staff want to succeed.

Establish and maintain mechanisms and systems which encourage effective, two-way communication between staff and managers.

Represent the Ambulance Handover Cell and the Trust at both internal and external meetings, as required.

Ensure ambulance turnaround times at hospital are achieved consistently throughout the region. Ensure patient handover to the receiving unit is completed within 15 minutes, and handover to clear times within 15 minutes; Handover to receiving units must not exceed 45 minutes.

Ensure adherence and escalation of formal hospital diverts.

Support a reduction in ED conveyance by supporting crews with alternative pathway suggestions where appropriate. The AHM will highlight ineffective or missing alternative care pathways to ICB leads and the Head of Integrated and Urgent Care Services for action, improvement and implementation as required.

Ensure daily analysis of ambulance handover and cohorting data to ensure data quality and accuracy. Work closely with the WMAS Business Intelligence Unit (BIU) team to ensure all data supplied both internally and externally is accurate.

Act with autonomy, always in the best interest of patients, staff, the Trust and Acute Trust partners when managing hospital delays and associated intelligent conveyancing and alternative pathway decisions.

Produce tactical plans, standard operating procedures and protocols with regards both business as usual working and extreme pressure (whether due to planned occurrence of critical/major Incident) to enable both AHC and EOC to improve and develop new ways of working.

Develop and implement robust escalation polices and ensure adherence for increased activity and hospital turnaround delays. Review these policies on a regular basis to ensure their delivery.

Provide a detailed daily AHC report on the actions and experiences of the day to brief Trust and external senior partners. Ensure this is released on time, promptly at the start of each day.

Host Trust visitors, ensuring information shared is appropriate and accurate.

Develop and implement operational policies and procedures which support the achievement of national and local targets. Regularly revisit these policies to ensure they are current and remain suitable. Adjust and implement if required.

Undertake local/Regional & National projects as directed. Specifically engage and work with stakeholders and partner NHS agencies to establish and drive forward Transformation/Performance Improvement projects and initiatives.

Ensure effective communication and coordination between all WMAS EOCs, bordering Ambulance Trusts and other emergency services with specific regard to healthcare capacity concerns and issues that may have a detrimental effect on the ability of the NHS Ambulance Services to respond effectively.

Working closely with EOC Duty Managers, WMAS Strategic and Tactical Command and Regional and National Stakeholders, ensure the AHM contributes to providing an effective and coordinated response and management of any Major, Critical or prolonged scale emergency incident(s) including CBRN and Hazmat.

In the event of a critical incident, major incident stand by or declared, the AHM will undertake tactical commander responsibility for delivery of the AHC roles and functions, with specific focus on adherence to casualty regulations. Ensure the latest version of the Major Incident Plan or Critical Incident Framework actions cards are distributed to the duty team and all actions are delivered as stated. In the event of a functional role shortfall, the AHM must ensure the actions are completed.

Provide updates and briefings to tactical incident command cell commanders and strategic commanders, as required.

The AHM must represent the Trust in all Strategic Conference calls, as requested. This MUST include the twice weekly Gold Calls on Monday and Friday at 0900, and the daily 0830 and 2030 operations calls, briefing the on-call teams on expected/actual problems areas, supporting HALO cover and ensuring mitigating actions are in place.

Requirement to have demonstrable experience of working with high level engagement across the wider regional Healthcare system (for example Regional Capacity Management experience).

In partnership with other Emergency Services colleagues, ensure that AHM operating procedures harmonise effectively to ensure safe delivery of service for patients and staff.

Ensure the AHC holds accurate records and rotas for on-call managers and executives for all components of the wider West Midlands healthcare system.

Monitor trends in demand and performance with specific regard to Ambulance/Hospital turnaround delays, capacity and forecasted activity levels, enabling the AHM to report directly to the Executive and Operational Teams with performance improvement action plans.

Manage the delivery of the AHC functions in accordance with the requirements of the trusts quality management systems and polices.

Engage in partnership working with Regional healthcare providers and the Trusts IM&T to ensure delivery of appropriate health care pathways, to include initiatives around CAD and CAD Online.

Undertake the roles and responsibilities for the position of AHM (including but not restricted to this Job Description)