Job summary An exciting opportunity has arisen for a secondment to cover maternity leave as an EMD Quality and Professional Development Lead within Exeter Emergency Operations Centre (EOC). Reporting to the EOC Quality Assurance Manager, the EMD Quality and Professional Development Lead is a highly visible role within the Trust, integral to the EOC Leadership Team, ensuring effective day-to-day delivery within the Emergency Dispatch Quality Specialist (EMD Quality Team) and maintaining high standards of compliance and development across the call-taking function. The role involves daily operations within the EMD Quality Team, ensuring safe, high-quality and effective case reviews. Key Responsibilities: Team Management: Lead and manage a team of EDQS, fostering collaboration and high performance. Provide guidance, mentorship and support for professional growth. Quality Assurance: Oversee secondary case reviews, ensuring accuracy and quality. Implement robust quality control measures. Report Writing: Prepare comprehensive reports clearly communicating findings, insights and recommendations promptly and accurately. ACE Compliance: Manage ACE outcomes submission, maintain a compliance action plan and regularly address compliance gaps. Applicants must hold current MPDS Certification and be willing to successfully undertake MPDS EMD-Q training. Experience as a mentor, floor walker, Team Leader, or holding an MPDS EMD-Q certification is desirable. Main duties of the job Reporting to the EOC Quality Assurance Manager, the EMD Quality and Professional Development Lead is a highly visible role within the Trust and integral to the EOC Leadership Team, ensuring effective daily operations and maintaining high standards of compliance and development across call-taking functions. The Lead oversees daily delivery and operations within the EMD Quality Team, ensuring safe, high-quality and effective non-clinical case reviews aligned with strategic goals. Supported by the Quality Assurance Manager, the Lead collaborates closely with the Deputy Head of Clinical Operations and Safety (EOCs), Deputy Heads of EOCs, Learning and Development, EMD Team Leaders and the Quality & Clinical Care Directorate. Key responsibilities include risk identification and mitigation, consistent delivery of case reviews, resource management and supporting staff well-being and performance. They will monitor operational effectiveness, identify trends, manage resources and implement improvement action plans. The Lead maintains oversight of non-clinical case review performance, develops best practice procedures and provides expert advice to senior management. They also promote professional development, continuous improvement and supportive feedback, optimizing operational performance to achieve Trust objectives: o Non-clinical case review performance and quality improvemento Call Handling Performance Standardso Safe and high-quality patient care About us Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England and responding to an average of 2,650 incidents every day. We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core. The role is based in Exeter, one of the most vibrant, attractive and historically interesting cities in England, with excellent transport links and a great mix of independent shops, cafes and bars. If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples' lives, then we would love to hear from you. In return we will equip you with the skills and resources you need to thrive in your role. You will have opportunities to progress to roles across the Trust and enjoy continuous professional development. Benefits Competitive NHS salary A standard working week of 37.5 hours Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years Pay enhancements for out of hours, shift and overtime working Generous Pension Scheme Career and salary progression Car leasing scheme Free parking across Trust sites Staff networks Wide range of discounts from various organisations across the UK Date posted 17 March 2025 Pay scheme Agenda for change Band Band 6 Salary £37,338 to £44,962 a year per annum Contract Secondment Working pattern Full-time Reference number 202-6912383 Job locations South Western Ambulance Service Foundation Trust Abbey Court, Eagle Way Exeter EX2 7HY Job description Job responsibilities For further information about this role please see the attached job description and person specification. PLEASE NOTE: Internal candidates are asked to seek approval from their current SWASFT line manager prior to applying for this secondment opportunity. Job description Job responsibilities For further information about this role please see the attached job description and person specification. PLEASE NOTE: Internal candidates are asked to seek approval from their current SWASFT line manager prior to applying for this secondment opportunity. Person Specification Education and qualifications Essential Educated to degree level or relevant equivalent experience Hold a Full Driving Licence Certified EMD with the IAEMD Licenced EDQS with the IAEMD Desirable Relevant Leadership or Management qualification Recognised mentorship qualification Previous experience (Paid/ Unpaid relevant to job) Essential Supervisory and leadership experience Significant experience in nonclinical 999 call audit Previous mentoring experience Experience of operational delivery Experience in dealing with a diverse range of people in a customer/patient environment Experience of managing teams - KPIs, Absence Management, wellbeing, cultural development Current Continuing Professional Development Portfolio Understanding of the NHS Ambulance Command and Control System Desirable Emergency Control Room Leadership experience Person Specification Education and qualifications Essential Educated to degree level or relevant equivalent experience Hold a Full Driving Licence Certified EMD with the IAEMD Licenced EDQS with the IAEMD Desirable Relevant Leadership or Management qualification Recognised mentorship qualification Previous experience (Paid/ Unpaid relevant to job) Essential Supervisory and leadership experience Significant experience in nonclinical 999 call audit Previous mentoring experience Experience of operational delivery Experience in dealing with a diverse range of people in a customer/patient environment Experience of managing teams - KPIs, Absence Management, wellbeing, cultural development Current Continuing Professional Development Portfolio Understanding of the NHS Ambulance Command and Control System Desirable Emergency Control Room Leadership experience Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name South Western Ambulance Service NHS Foundation Trust Address South Western Ambulance Service Foundation Trust Abbey Court, Eagle Way Exeter EX2 7HY Employer's website https://www.swast.nhs.uk (Opens in a new tab)