Dorset HealthCare University NHS Foundation Trust
Be part of something amazing! Dorset Integrated Urgent Care Services provides a streamlined urgent care pathway across the county, to help patients access the advice or treatment they need more quickly and the best use of local NHS resources.
Joining us as a IUC Duty Manager will provide you with a fantastic opportunity to make a real difference by working for an organisation dedicated to delivering safe, responsive and patient-focused service to people requiring healthcare advice and assistance.
Employment in this post requires an Enhanced Disclosure and Barring Service (DBS) check, which the Trust will cover the cost of. Applicants who subscribe to the DBS update service are able to present a valid DBS certificate instead of requiring a new check.
Main duties of the job
* Perform the role of the on-duty UCS Bronze Commander and be the on-duty management point of contact for operational matters on a 24/7 shift basis.
* Proactively manage and remain accountable for the hour-by-hour performance and call demand, call advisors and clinicians, ensuring that all available resources are used effectively to deliver against agreed key performance indicators.
* Maintain a working operational overview of 111 service and the interaction with the Accident and Emergency service line.
* Maintain a duty overview of the hour-by-hour resourcing requirements and proactively manage abstractions, in accordance with current procedure and through maintaining an effective working relationship with colleagues in other departments, including the Resource Operations Centre.
* Maintain a good working awareness of the contractual and financial performance requirements of the relevant customer and interest groups and meaningfully communicate these requirements to your staff.
* Provide general leadership and line management of defined staff, working closely with all colleagues to ensure effective completion of day-to-day duties.
* Proactively identify staff who are underperforming and be accountable for the management of staff attendance, appraisals, performance, capability and welfare - including provision of TRiM where appropriate.
About us
At Dorset HealthCare we're on a mission to empower people to make the most of their lives through our outstanding, joined-up healthcare services. We're a dynamic, forward-looking Trust, running 12 community hospitals, specialist inpatient facilities and a wide range of integrated community and mental health services for a population of almost 800,000 people.
Our 7,000-strong workforce is at the heart of what we do and our success is a testament to our brilliant people. We're all about building a workplace for the future, we believe in equal opportunities and we celebrate diversity. We're an inclusive workplace, where everyone is welcome, everyone can be authentic, and we are all encouraged to be the best version of ourselves.
Working with us you'll be part of a strong team, challenge yourself, build a career, and teach us what we don't know. And you'll be working towards our vision to be better every day through excellence, compassion and expertise in all we do.
Job responsibilities
For the main duties and responsibilities for this role please read the attached job description and person specification. When completing your application please ensure your supporting statement reflects the criteria set out in these documents by showing how your experience and skills apply to this post.
Person Specification
Education and qualifications
* Diploma level qualification in a relevant subject or experience in a related area.
* Evidence of continuing professional development.
* Needs to be 'Pathways (TM)' trained.
* Knowledge and experience in setting and maintaining standards and meeting national targets set around key performance indicators and an ability to drive change and development to achieve excellence in service delivery.
* Experience of change management.
* Effective and experienced in operational delivery, with at least 2 years ideally with this experience gained in a call centre or clinical hub environment which undertakes incoming and outgoing calls.
* Experience in healthcare.
Skills, knowledge, ability
* Excellent verbal and written communication skills.
* Strong Leadership qualities, based around the Leadership Qualities Framework.
* Competent at carrying out project-related tasks and compiling reports.
Aptitude and personal characteristics
* Knowledge of finance.
* Working to deadlines and measurable outcomes.
* Basic IT literacy and ability to use databases and programmes such as Word, Excel and PowerPoint.
* Ability to interact with people from diverse cultural and social backgrounds.
* Committed to high quality patient care and patient 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.
Employer name
Dorset HealthCare University NHS Foundation Trust
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