Job summary We are seeking a dedicated and skilled individual to join our team as a SPOC (Single Point of Contact) Educator and Auditor at EEAST. This pivotal role is responsible for the design and delivery of training and management of quality assurance processes within the SPOC Team. This role is based at Norwich EOC. The role is agile with onsite working across all three EOCs (Norwich, Chelmsford and Bedford). Typically, this will be five days per week, as operationally required, travel is essential to deliver training and undertake work tasks across all three sites. Process Design & Delivery: Lead the development and implementation of key support functions for the SPOC Team, including non-emergency call handling, referral processes, and appointment booking. Ensure all related processes are effectively trained and assured. Competency Assurance: Ensure that all SPOC staff are equipped with the necessary skills and knowledge to competently perform their roles. Audit Management: Oversee the Audit Schedule for the SPOC Team, ensuring audits are conducted regularly, and provide detailed reporting on audit outcomes. Mentorship & Training: Support new team members with mentoring and training, with responsibility for their final sign-off upon successful completion of their training. Main duties of the job Competency Assurance: Ensure that all SPOC staff are equipped with the necessary skills and knowledge to competently perform their roles. Audit Management: Oversee the Audit Schedule for the SPOC Team, ensuring audits are conducted regularly, and provide detailed reporting on audit outcomes. Mentorship & Training: Support new team members with mentoring and training, with responsibility for their final sign-off upon successful completion of their training. About us You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east. The East of England offers a unique blend of innovation and opportunity, surrounded by picturesque countryside, historic towns, and quick access to both the bustling capital and serene coastlines. At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire. We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties. We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ individuals who meet the specific criteria. We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests. Date posted 22 January 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year pa Contract Permanent Working pattern Full-time, Part-time, Flexible working Reference number 247-AOC-SPEA-0125 Job locations Norwich EOC Norwich NR6 5NA Job description Job responsibilities Key Responsibilities of the Role Be responsible for the delivery and design of training and mentoring in relation to the SPOC Team key functions. Be responsible for ensuring there is an up-to-date Competency Pack for each role within the SPOC Team to support training and new starters. Be responsible for ensuring there is an Audit Schedule within the SPOC Team to provide quality assurance on the activities that are undertaken. Be responsible for providing reporting in relation to SPOC Quality Assurance Processes to wider Trust forums. Provide final sign-off to new members of the Team in relevant processes. Support the CAS Operations Manager in any supervision or performance management in relation to the Team. Be a point of expert support into the operating model and processes within the SPOC Team. Be responsible for ensuring that all documentation surrounding training, education, and quality assurance within the SPOC Team is up to date, accurate, and accessible. Be able to undertake the full SPOC Call Handler and SPOC Supervisor roles and responsibilities. Job description Job responsibilities Key Responsibilities of the Role Be responsible for the delivery and design of training and mentoring in relation to the SPOC Team key functions. Be responsible for ensuring there is an up-to-date Competency Pack for each role within the SPOC Team to support training and new starters. Be responsible for ensuring there is an Audit Schedule within the SPOC Team to provide quality assurance on the activities that are undertaken. Be responsible for providing reporting in relation to SPOC Quality Assurance Processes to wider Trust forums. Provide final sign-off to new members of the Team in relevant processes. Support the CAS Operations Manager in any supervision or performance management in relation to the Team. Be a point of expert support into the operating model and processes within the SPOC Team. Be responsible for ensuring that all documentation surrounding training, education, and quality assurance within the SPOC Team is up to date, accurate, and accessible. Be able to undertake the full SPOC Call Handler and SPOC Supervisor roles and responsibilities. Person Specification Qualifications Essential AET Training Qualification. GCSE in English and Maths, or equivalent. Desirable Leadership Qualification. Skills and Knowledge Essential Knowledge of methods of training. Knowledge of the NHS Ambulances Services. Developed communication skills. Able to use full range of office software packages. Knowledge of key Quality Assurance Processes. Provision of feedback, CPD, and supervision. Desirable Use of Cleric, Adastra, and Avaya. Experience Essential Leading a team. Working in a call centre environment. Providing training to staff. Communicating with different stakeholders. Previous experience of managing and undertaking quality assurance within the NHS. Experience of implementing quality assurance within call centres. Maintaining portfolio of Continuous Professional Development. Desirable Experience of using data for improvement. Personal Qualities, Abilities and Attributes Essential Calm and can work under pressure. Team player and worker. Positive change agent. Able to provide compassionate leadership. Attention to detail. Good management of timekeeping. Positive to response to feedback. EEAST Values and Behaviours Essential Evidence that personal behaviour reflects Trust Values: Care, Teamwork, Quality, Respect, Honesty. Person Specification Qualifications Essential AET Training Qualification. GCSE in English and Maths, or equivalent. Desirable Leadership Qualification. Skills and Knowledge Essential Knowledge of methods of training. Knowledge of the NHS Ambulances Services. Developed communication skills. Able to use full range of office software packages. Knowledge of key Quality Assurance Processes. Provision of feedback, CPD, and supervision. Desirable Use of Cleric, Adastra, and Avaya. Experience Essential Leading a team. Working in a call centre environment. Providing training to staff. Communicating with different stakeholders. Previous experience of managing and undertaking quality assurance within the NHS. Experience of implementing quality assurance within call centres. Maintaining portfolio of Continuous Professional Development. Desirable Experience of using data for improvement. Personal Qualities, Abilities and Attributes Essential Calm and can work under pressure. Team player and worker. Positive change agent. Able to provide compassionate leadership. Attention to detail. Good management of timekeeping. Positive to response to feedback. EEAST Values and Behaviours Essential Evidence that personal behaviour reflects Trust Values: Care, Teamwork, Quality, Respect, Honesty. 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 East of England Ambulance Service Address Norwich EOC Norwich NR6 5NA Employer's website https://www.eastamb.nhs.uk (Opens in a new tab)