Job Title: Controller Team: Contact Centre Base Location: Unit 2, Bradley Line Manager: Contact Centre Ops Team Manager Staff Group: Non Clinical Contact Centre DBS Level Check: Basic Check Vaccination Requirement Statement: Covid19 double vaccination not required but recommended. This job has been rated as Low Risk for requiring Hepatitis B immunisation. Flu jab recommended and will be offered. Job Purpose: As a Controller you will be based in the main Local Care Direct contact centre. The role involves managing the requests for clinical services through the clinical management SystmOne, using protocols to determine the most appropriate contact for patients. You will be responsible for the smooth running of services in real time including managing the patient transport services, primary care centre (PCC) appointments and home visiting. At times this may involve direct liaison with our partner Yorkshire Ambulance Service (YAS) to deliver a seamless 111/WYUC service. This role will also be required to operate during any other contract that Local Care Direct enters into. This role will include monitoring of primary care centre (PCC) diaries in liaison with Receptionists at each centre. You will also liaise with YAS operations staff to monitor activity and notify of any changes to primary care centre services as and when they happen. The role is central to the smooth running of both In-Hours and Out-of-hours operations. Excellent communication skills are required to be able to liaise with outside agencies, other healthcare providers and patients. You need to be able to work to tight timescales in a calm professional manner at all times. You will have a sound knowledge of Local Direct operations and be able to make decisions during real time operations. KEY PRINCIPLES Arriving at their duty station in time to be briefed by the staff member who they are relieving from duty. The input of patient information on to the computer and also the updating of current computer records as and when required. Overseeing the workload of all Duty Clinicians to ensure the appropriate dissemination of work, to enable patients to be seen within an appropriate time span and to despatch the calls via the computerised system again liaising with Local Care Direct Duty Manager Taking and passing relevant messages using SystmOne (where applicable) and telephone to other Healthcare Professionals such as ambulance etc. as and when required. Supporting the PCCs and mobile units by acting as central point of contact and providing information as and when required. Assisting the PCC staff, and clinicians as required. Ensuring that polices and protocols are carried out as set down by the Company. Assisting in the implementation of any new measures deemed necessary by the management or Board of Directors. Completing full written handover to managers/rota/finance as required. Making the operational managers aware of any problems or performance/behavioural matters concerning staff or clinicians. Also the documentation and reporting of any potential or real problems which may compromise the smooth and safe running of services. Take, and appropriately process, calls from any centre or practice when the call handler rota is not operational, in addition to as and when required to support the wider LCD team and business streams. Any other administration/computer work relevant to the operational running of the Service. In addition, all employees are required to: Carry out such duties as may be reasonably required. Participate through performance review in matching organisational objectives. Take responsibility for the Health & Safety of themselves and others in the working environment. Teams: YAS Receptionists Drivers On call Managers Duty clinicians GPs and ANPs Contact Centre Management COMMUNICATIONS & RELATIONSHIPS To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes. To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas. To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post. PATIENT CARE To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision. To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct. FINANCIAL RESOURCES To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved. CONFIDENTIALITY To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times. TRAINING To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained. INFECTION PREVENTION AND CONTROL Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this. SAFEGUARDING Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures. MANAGING SELF Ensure that relevant professional practice is evidence based and current. Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective. Ensure that mandatory training is up to date and participate in training as appropriate. Effectively utilise time management, organisational, co-ordination and if required - management skills. Identify own professional development needs through the Personal Development Review process (PDR). The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.