Clinical Duty Manager

Job overview

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 support our Armed Forces community and have signed up to the Step Into Health initiative. We welcome applications from Armed Forces Veterans and Service leavers.

Main duties of the job

An exciting opportunity has become available for a Clinical Duty Manager to join the well established team at Millennium Point on a secondment opportunity for a period of 12-18 months. Please ensure you have your current line managers support prior to submitting your application for this post & return a completed secondment approval form to the recruitment team via email (recruitment@wmas.nhs.uk)

The successful applicant will have overall responsibility for all clinicians undertaking the Clinical Validation role and is responsible for the shift supervision of all the clinical functions associated with 999 within the team, the CDM will oversee the Clinical Navigators who are key to the safe management of the category 2, 3,4 and 5 cases suitable for validation that reside in the CVT queue, the CDM carries full accountability for patient safety.

Applicants must be educated to a degree level or possess work experience demonstrating graduate level ability along with being HCPC, NMC or a similarly registered Healthcare Professional with a minimum of 2 years post registration & autonomous clinical practice or equivalent experience.

Job responsibilities

Clinical Validation of category 3 & 4 999 calls. Analysing the patients condition and situation to obtain an appropriate NHS Pathways & (PaCCs) outcome.

Maintain personal skills, knowledge, development.

In place to ensure that clinical validation and triage is processed in accordance with Trusts policies, procedures and protocols using systems giving appropriate advice to patients and others service users. At times this can be in a highly emotive atmosphere due to the complex nature of the call.

Accountable for monitoring the quality of the live clinical call process of incoming and outgoing calls for accuracy and respond to inaccuracies. To support and intervene when required in the event of prolong call lengths.

Accountable for the continuous monitoring and risk assessment of all clinical calls that present within the clinical queue and responsible for the allocation to a clinician if required.

Responsible for the efficiency of the clinicians on duty during the shift and ensuring that no patient is left waiting unnecessarily for clinical triage.

Responsible for reviewing voice recording when required for verification of data input onto CAD.

Responsible for carrying out complex audits through the pathways system and to undertake surveys where required.

The postholder will also be required to test any new pathways system on a regular basis initially and then periodically thereafter.

Responsible for the accurate reporting and monitoring of sickness absence in line with Trust Sickness Absence Management Policy ensuring all paperwork is completed such as return to work interviews, as well as providing counsel & support. The postholder will be required to identify any personal needs of staff and provide appropriate advice where required, particular in meetings such as stage 1 sickness absence management meetings.

To review daily and planned resourcing with a view of providing intelligence to EOC Clinical Commander/ On-call Tactical Commander providing recommendations for adequate clinical cover.

Responsible for the monitoring of clinical staff productivity live and retrospectively.

Provide Clinical support, guidance and leadership to clinicians, Call Assessors and operational crews when required.

Provide extended support to newly trained staff in accordance to their individual needs and allocation of clinical mentors and coaches when required.

Responsible for the completion of 2-month, 4-month and 6-month probationary reviews of newly employed clinicians.

Responsible for the allocation and monitoring of meal breaks to ensure the health and wellbeing of staff in accordance with the Trust Meal Break Policy.

Using judgemental and analytical skills, identify training needs and undertake job performance counselling where necessary.

Ability to produce and collate analytical and statistical information on Clinicians performance to undertake 1-2-1 meetings.

Liaise with external services (111, emergency or urgent care providers) when necessary. Processing and recording information in the recognised format, ensuring that all necessary information is recorded and escalated to the Duty Manager/ senior management team.

Carry out Personal Development conversations/Appraisals, 360 feedback reviews and identifying individual training needs of an allocated group of staff & organising on-going development plans for each individual staff member.

Using judgemental and analytical skills, identify poor practice producing action plans to support the staff with their training needs and issuing quality assurances.

Be able to communicate effectively using, tact, diplomacy and understanding whilst taking highly sensitive, emotional and complex calls.

Be able to communicate effectively with callers with barriers to understanding

i.e. language problems, mental and physical illness.

Participate in all related training to maintain and develop skill levels and professionalism. Including attending any prescribed residential or non-residential courses for both operational necessity and career development.

Support the Training and Development team in clinical staff training and development.

For a full list of duties, please see attached job description and person specification

Clinical Validation of category 3 & 4 999 calls. Analysing the patients condition and situation to obtain an appropriate NHS Pathways & (PaCCs) outcome.

Maintain personal skills, knowledge, development.

In place to ensure that clinical validation and triage is processed in accordance with Trusts policies, procedures and protocols using systems giving appropriate advice to patients and others service users. At times this can be in a highly emotive atmosphere due to the complex nature of the call.

Accountable for monitoring the quality of the live clinical call process of incoming and outgoing calls for accuracy and respond to inaccuracies. To support and intervene when required in the event of prolong call lengths.

Accountable for the continuous monitoring and risk assessment of all clinical calls that present within the clinical queue and responsible for the allocation to a clinician if required.

Responsible for the efficiency of the clinicians on duty during the shift and ensuring that no patient is left waiting unnecessarily for clinical triage.

Responsible for reviewing voice recording when required for verification of data input onto CAD.

Responsible for carrying out complex audits through the pathways system and to undertake surveys where required.

The postholder will also be required to test any new pathways system on a regular basis initially and then periodically thereafter.

Responsible for the accurate reporting and monitoring of sickness absence in line with Trust Sickness Absence Management Policy ensuring all paperwork is completed such as return to work interviews, as well as providing counsel & support. The postholder will be required to identify any personal needs of staff and provide appropriate advice where required, particular in meetings such as stage 1 sickness absence management meetings.

To review daily and planned resourcing with a view of providing intelligence to EOC Clinical Commander/ On-call Tactical Commander providing recommendations for adequate clinical cover.

Responsible for the monitoring of clinical staff productivity live and retrospectively.

Provide Clinical support, guidance and leadership to clinicians, Call Assessors and operational crews when required.

Provide extended support to newly trained staff in accordance to their individual needs and allocation of clinical mentors and coaches when required.

Responsible for the completion of 2-month, 4-month and 6-month probationary reviews of newly employed clinicians.

Responsible for the allocation and monitoring of meal breaks to ensure the health and wellbeing of staff in accordance with the Trust Meal Break Policy.

Using judgemental and analytical skills, identify training needs and undertake job performance counselling where necessary.

Ability to produce and collate analytical and statistical information on Clinicians performance to undertake 1-2-1 meetings.

Liaise with external services (111, emergency or urgent care providers) when necessary. Processing and recording information in the recognised format, ensuring that all necessary information is recorded and escalated to the Duty Manager/ senior management team.

Carry out Personal Development conversations/Appraisals, 360 feedback reviews and identifying individual training needs of an allocated group of staff & organising on-going development plans for each individual staff member.

Using judgemental and analytical skills, identify poor practice producing action plans to support the staff with their training needs and issuing quality assurances.

Be able to communicate effectively using, tact, diplomacy and understanding whilst taking highly sensitive, emotional and complex calls.

Be able to communicate effectively with callers with barriers to understanding

i.e. language problems, mental and physical illness.

Participate in all related training to maintain and develop skill levels and professionalism. Including attending any prescribed residential or non-residential courses for both operational necessity and career development.

Support the Training and Development team in clinical staff training and development.

For a full list of duties, please see attached job description and person specification