Job summary
We are looking to appoint an enthusiastic and highly motivated Manager who will be responsible for the operational leadership and supervision of all team members within EMSC being EMSC Shift Managers, EMS Response Coordinators, EMS Support Coordinators, EMS Call Supervisors, Senior EMDs, and EMDs', on a 24-hour rostered rotational basis, covering the whole of Wales whilst on duty.
This role is a national role and covers the whole of Wales, accountable and responsible for service delivery, ensuring high level of patient care and patient safety in all the EMSC centres.
Main duties of the job
Working collaboratively with their respective Service Manager, Locality Manager and EMSC Shift Managers, the principal role of the Operations Manager is the operational leadership of a defined area.
The Operations Manager will work to their respective scope of practice. Operational management will be spent supporting the Locality Manager in ensuring the continuous provision of a safe and effective service.
As an operational commander the role that the post holder will be expected to do is to communicate highly complex information internally within own staff groups and the National Delivery Manager within the ODU, and across other partner agencies from the Emergency Control Centre (ECC). This is done in challenging and difficult situations at times.
Ensure the delivery of excellent patient care through the continuous review of their team's key operational performance indicators.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from BME communities and disability groups.
Careers within the Welsh Ambulance Services NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.
All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English
Applicants are advised to apply early as we reserve the right to close a vacancy prior to the closing date if a high number of applications have been received.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Qualifications and Knowledge
Essential
1. A degree level of education, or equivalent demonstrable experience
2. Highly specialist knowledge of managing a contact centre
3. ILM Level 4 in Leadership and Management and willingness to undertake ILM 5 within an agreed timeframe.
4. JESIP trained, or able to complete JESIP training which can be provided
5. Prioritising conflicting demands and often unpredictable work patterns
6. Ability to demonstrate visible leadership in challenging and stressful situations
7. Investigation and report writing skills
8. Demonstrating continuous personal development including leadership and change management
9. Effective and sensitive communications skills
10. Ability to adapt tactical actions into operational delivery.
11. Organisational Operational Commander course acquired and updated within 3 years
12. Detailed knowledge and experience of managing capacity, demand and activity
13. Experience of budget management
Desirable
14. Presenting complex, sensitive, or contentious information to internal and external groups
Experience
Essential
15. Relationship management with key stakeholders in the EMSC and operational setting to support corporate aims and objectives.
16. Experience of managing and influencing people
17. Experience of working with a diverse range of stakeholders
18. Experience of leadership of high performing teams
19. Experience in undertaking investigations
20. Experience of working in a demanding and fast-moving environments
21. Experience of developing tactical working plan to meet strategic objectives
Desirable
22. Persuading, influencing, and negotiating with staff in time critical circumstances
23. Command experience
Skills and Attributes
Essential
24. Demonstrating role model leadership behaviours and adapting styles to match situations and audiences
25. Ability to consider, decipher and interpret multiple sources of information in real time to make informed judgements and decisions without reference to others
26. Ability to assertively communicate, state and maintain an organizational position to ensure organizational needs are achieved
27. Ability to demonstrate mental agility and decisiveness in rapidly changing environments
28. Being accountable for results and actions and in turn, holding others to account
29. Leading, inspiring, motivating, developing, and managing staff during intense operational pressure, critical operational incident and distressing emotional circumstances
30. Communicating (orally and in writing), adapting the styles and messages to match the situations and audiences including delivering difficult information and at times, in distressing or emotional situations
31. Initiating, building, and maintaining relationships with internal and external key stakeholders; developing partnerships and cooperative working
32. A drive to achieve and lead a team to be successful and engaged
33. Diplomatic, confidential, and assertive
34. Willingness to take personal responsibility for the success of the role
35. Ability to recognise and support staff suffering from emotional trauma, whilst recognising own limits and when to ask for help
36. Ability to persuade and influence
Desirable
37. Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh.
38. Trust Behaviours and Values