Emergency Medical Advisor Team Leader - EOC Bracebridge Heath

Position: Emergency Medical Advisor (EMA) Team Leader

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 have their calls answered in a timely manner.
• 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:

• Answer 999 calls when demand requires.
• Operate the non-clinical hut line, providing non-clinical advice on emergency calls and working with our clinical team to raise appropriate calls.

You will work with the Workforce Manager to help develop EMAs and guide them through probation and mentoring, which includes assisting with people management at times.

We currently have one full-time permanent position and one full-time 12 month secondment opportunity.

As an Emergency Operations Centre (EOC), we are committed to recruiting approximately 240 Emergency Medical Advisers across both EOCs. The EMA Team Leader will be responsible for one team, along with shift management while on duty.

The position requires the successful applicant to work within a professional environment that delivers a 24-hour 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 0600hrs till 1800hrs and 1800hrs till 0600hrs.

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, and working closely with colleagues based at our Headquarters in Nottingham & 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
• Other elements relevant to the management position.

The EMA Team Leader is required to work closely with the management structure within the EOC and will report to the Workforce Manager. Full training will be provided through a mentoring process to ensure competency levels are achieved and will be monitored with support from line management.

Benefits
Working for us not only provides job satisfaction of knowing that what you do makes a real difference to our patients, but we offer a range of other great benefits too, including:

• A flexible approach to working patterns, recognizing the importance of work-life balance with a wide selection of rotas for part-time and full-time staff.
• Holiday entitlement of 27 days rising to 29 days after 5 years and 33 days after 10 years, plus public bank holiday entitlement (pro rata for part-time).
• Pay enhancements for out of hours, shift and overtime working, career and salary progression, and annual personal development review.
• Uniform will be provided as we are a uniformed service.
• Expert training and support from our dedicated in-house education team.
• Enrolment into the NHS Pension Scheme.
• Occupational Health support along with an Employee Assistance Programme.
• NHS Discounts in over 200+ stores including holidays, days out, car insurance, restaurants, and clothing.
• Childcare vouchers.
• Peer to peer support networks.
• An exceptional place to work, providing high-quality emergency care to save lives and make a difference to people with life-threatening illnesses or injuries.
• A first-class employer, promoting equality, diversity, and inclusion of our employees.

The role demands strong leadership skills and a highly visible presence within the EOC, maintaining a strategic focus during shift operating times and awareness of local and regional activities/incidents that may impact EOC performance.

You will be involved in the deployment, motivation, and supervision of EMA functions, under the direction of the EOC Duty Commander and in close liaison with other Operational Managers. Your responsibilities will include:

• Assisting in the delivery of the core service and achieving key performance targets.
• Implementing remedial action plans to address performance shortfalls.
• Ensuring adherence to all policies and procedures aligned to EOC and providing feedback for service improvement.
• Monitoring and reviewing call performance through Key Performance Indicators.
• Supporting EMAs on Key Performance Indicators and collaborating with the EOC Workforce manager to help EMAs achieve these.
• Proactively working across team/functional boundaries to ensure effective service provision.
• Setting clear objectives and performance measures to support and build an effective team.
• Liaising with multi agencies to provide 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, including Risk Management, Infection Prevention and Control, and 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.