We are seeking a dedicated and skilled individual to join our team as aSPOC (Single Point of Contact) Educator and AuditoratEEAST. 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.
• 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.
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.
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.
This advert closes on Wednesday 5 Feb 2025