Emergency Medical Advisor Team Leader - EOC Horizon Place

Job overview

As an Emergency Medical Advisor (EMA) Team Leader, you will support our EMAs on a daily basis. You will be responsible for one out of 5 teams, and day to day on shift, you will be responsible for call pick up, ensuring our patients are having their calls answered in a timely manner. You will be managing the performance of our EMAs, linking in with the Workforce Manager to ensure we are offering the best level of support.

As EMA Team Leader, you will also be answer 999 calls when demand requires and be operating the non-clinical hut line, where you will be providing non clinical advise on emergency calls and working with our clinical team to raise appropriate calls.

EMA Team Leader, will also work with the Workforce Manager to help develop EMAs and guide them through probation and mentoring. This includes assisting with people management at times.

Main duties of the job

As an Emergency Operations Centre (EOC) we have committed to recruit a approximately 240 Emergency Medical Advisers, across both EOCs. The EMA Team Leader, will be responsible for one team, along with the shift management whilst on duty. The position requires the successful applicant to work within a professional environment which delivers a 24 hours service, 365 days a year. You would be required to work a 10 week rota pattern covering core shifts 24/7 with an element of unsocial hours. The standard shift times are 0630hrs till 1830hrs and 1830hrs till 0630hrs. The Team Leader is responsible for managing a team of emergency call takers within a busy Emergency Operations Centre ensuring calls are handled professionally & effectively delivering high customer service to our service users across the East Midlands & working closely with colleagues across both control rooms & external agencies. The role requires the competence to manage teams of emergency call handlers through key performance indicators, sickness management, appraisal system, one to one discussions, statutory & mandatory training & professional conduct plus other elements relevant to the management position. The EMA Team Leader is required to work closely with the management structure within the EOC & will report to the Workforce Manager. Full training will be provided through a mentoring process to ensure competency levels are achieved & will be monitored with support of line management.

Detailed job description and main responsibilities

Demonstrates strong leadership skills and is highly visible within the EOC, maintaining a strategic focus within shift operating times and an awareness of local and regional activity/incidents that may impact on EOC performance.

The deployment, motivation, supervision of EMA function, under the direction of the EOC Duty Commander and with close liaison with other Operational Managers. Assist in delivery of the core service and achieving key performance targets and implement remedial action plans to address performance shortfalls. To ensure all policies and procedures aligned to EOC are adhered to and where appropriate provide feedback for service improvement. Work within Key Performance Indicators to monitor and review Call performance. Monitor, manage and support EMAs on Key Performance Indicators and work with the EOC Workforce manager to help EMAs achieve these. Works proactively across team/functional boundaries to ensure service provision is effective and efficient. Sets clear objectives/performance measures to support and build an effective team. Liaising with multi agencies in provision of information requests in a timely manner.

The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of the Trust, which may be amended from time to time.

Patient Safety is a key priority for the Trust. It is your responsibility to ensure that you are fully compliant with EMAS policies and procedures in respect of patient safety, for example Risk Management, Infection Prevention and Control, Safeguarding children and vulnerable adults.

This job description is not intended to be an exhaustive list of duties and responsibilities, but to give an indication of the main areas of activity and involvement

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.