JOB PURPOSE SUMMARY The Operational Support Lead is a key member of the team whose overarching goal is to support the work of the System Control Centre Team. The role holder will; Support in the management of day-to-day operational issues relating to urgent and emergency care Support information collation and analysis to support delivery of UEC Operations. Liaise with multiple providers and commissioners across the system, building trust and developing rapport to enable the work of the team to be delivered. Contribute to the delivery of the outcomes of the team and to the wider priorities of the partner organisations by fostering and maintaining productive working relationships with partner organisations. Provide administration support to the system control centre and senior operational team. Provide high quality project, service, initiative and administrative support including information and analysis. Undertake frequent shifts across a 7-day rota to fulfil the fixed operating hours for the SCC support team. The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The post holder will carry out any other duties as may reasonably be required by their line manager. The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation. MAIN DUTIES AND RESPONSIBILITIES This role requires frequent weekend working and whilst the role is primarily home based, the post holder must also be able to travel to ICB premises across Norfolk and Waveney if required. System Control Centre Provide day to day coordination to ensure effective operation of the SCC. Maintain a 7 day rota and ensure that there is cover aligned to service needs. Provide effective administrative support and coordination of all SCC communications including: Ensuring a robust, universal way of working is embedded across the team and that clear, concise and consistent responses are provided to correspondents at all levels. Ensuring that all correspondence is logged, requests for help/queries are dealt with sensitively and autonomously and reports/submissions are returned within the required timeline(s). Ensuring daily logs are completed and saved correctly. Providing a detailed written handover at the end of end shift. Responding to communications/queries from NHS England colleagues in line with existing communication and escalation processes. Ensuring incident reports are logged and handled in line with ICB protocol. Ensure that confidential and Patient Identifiable Data is managed in line with ICB policy. Be a point of contact for escalation of issues and provide support and guidance to problem solve complex queries and meet unexpected demands. Ensure any risks/issues are escalated upwards, where required, in a timely manner. Undertake archiving as required, ensuring that all records are stored safely in accordance with EPRR requirements and ICB policy. Monitor SCC activities and make recommendations to ensure that the service adapts/evolves and continues to deliver effectively in line with any organisational change and/or business needs. Manage actions from meetings that relate to the SCC. Ensure that any backlogs/issues as a result of system failures are cleared in a timely manner. Develop and maintain constructive relationships with a broad range of internal and external stakeholders on a variety of topics and operate effectively in a flexible and demanding environment. Participate in relevant internal and external working groups/meetings to provide, information and analytical advice. Work with external stakeholders to ensure completion of any workload and tasks necessary. Undertake mandatory training and other training relevant to the role as required. Staff Management Lead on training and induction of new and existing hub staff. Support recruitment process for new staff. Ensure mandatory training is completed, leave is recorded correctly and any absences are managed in line with ICB Policy. Ad-hoc Administrative Support Provide administration support to the System Control Centre and senior operational team. Emergency Preparedness Resilience and Response (EPRR) Provide loggist support within a formal Incident Coordination Centre as required. The ICB is classified as a Category 1 responder under the Civil Contingencies Act 2004 and has statutory duties to fulfil. As part of this role staff will be required to undertake the role of a loggist (action recorder) during an incident. It is therefore a requirement that all admin and clerical staff undergo Loggist Training which will be provided by the organisation for which security clearance is required. Information Management Undertake data collection and analysis as required, including producing reports and presenting findings. Develop and maintain databases required by job. Maintain administrative and information resources, including updating the SCC Standard Operating procedures and other resources, ensuring any changes are implemented with immediate effect. Research and Development Provide evidence and undertake audits as required. Carry out web based and publications research.