Control Room Operator

Job content

JOB DESCRIPTION

At NWPALS, each member of our team is well-trained and qualified to perform first aid wherever required. We not only meet your medical needs but also exceed expectations with our consistent performance and calm demeanour.

POST 1:

16:00 - 22:00, 4 on 4 off (1 required)

POST 2:

06:00 - 11:00, 4 on 4 off (2 required)

POST 3:

09:00 - 17:00, no pattern (2 required)

JOB SUMMARY

• As a logistics controller you will provide a first point of contact for transport bookings, service user needs, and crew enquires. Often working without direct supervision, you will be required to make on the spot decisions using sound reasoning and judgement, to ensure smooth operations, managing crews, job allocations, vehicle and rota issues.
• You will work in support of and under the direction of supervisors, team leaders and managers.
• You will accurately record patient information using appropriate IT and maintain confidentiality in line with current data protection guidelines.
• You will deal with the administration of daily returns and related Company Documentation in line with policies and procedures.
• You will complete appropriate documentation for vehicle and equipment defects and follow procedures in place.
• You will deal with any immediate operational issues and vehicle breakdown issues.
• You will maintain close liaison with Hospital Bed Managers to ensure that patients are moved in a timely fashion in line with customer’s requirements, ensuring KPI’s are achieved.
• You will maintain an overview of Ambulance and crew operations, identify and monitor delays. Allocate crew breaks as appropriate in line with current guidelines.
• This is a fast paced environment which will be a challenging role for the right person.

ROLES AND RESPONSIBILITIES

• Primary role is to ensure that services are carried in patient focused manner. This will ensure that work is planned effectively, making the best use of resources and in close contact with bed managers / patient flow teams.
• To accept bookings over the phone and via the internet portal, ensuring that they are allocated in both an organised and timely fashion.
• Ensure that all required documentation is completed to the appropriate standard and in line with company policies.
• Recognise changes in service demand and respond in line with company polices and escalation plans and informing management where applicable.
• Instigate emergency procedures & response plans and liaise with management, service users and crews.
• To deal with issues as they unfold in relation to vehicles / staff / incidents and make informed decisions and directions based on Training, SOP’s and Company Policy.
• Responsible for maintaining high standards of cleanliness and follow all guidelines set by infection control policy.
• Undertake training, both induction, and ongoing online and mandatory training and put into practice in the workplace.
• To be able to fulfil all shifts on the Rota pattern over a seven day period.

GENERAL DUTIES

• Carry out daily duties in control, including opening up and securing the building at the beginning / end of the day.
• Knowledge of and adherence to the company Health and Safety Policy.
• Ensure all transport requests received either by phone or via the internet portal are correctly recorded and allocated making the best use of available resources.
• To make arrangements for shift cover shortfalls within the following 24hrs, identify any shifts that require cover going forward and handover to the next controller any issues encountered on shift and/or required shift fill requirements.
• Report any vehicle/equipment defects/breakdowns appropriately and escalate as required.
• To deal with any ongoing incidents in the initial stages and escalate where appropriate.
• Receive and pass on information to others maintaining confidentiality.
• Maintain and update paper & computer based records and information as required.
• To take and deal with both internal and external enquires, as a first point of contact, and escalate any which cannot be reasonably dealt with then and there.
• Respond to initial complaints taking appropriate action as required.
• Assist with the training of new staff into company routines to achieve required standards.

Essential

• Proficient in Microsoft Office Applications.
• Communication Skills.
• Reliable.
• The ability to demonstrate organizational skills.
• Good Timekeeping.
• Customer Service Experience

Desirable

• · Previous logistics experience.
• · Vehicle planning experience.
• · General Geographical Knowledge of the North West of England.
• Logistics 1 year (Preferred)

Work remotely:

• No

TERMS AND CONDITIONS

This post will be subject to the terms and conditions of North West Private Ambulance Liaison Services Ltd .

Job Types: Contract, Part-time, Permanent
Part-time hours: 17.5 - 21 per week

Salary: From £10.85 per hour

Benefits:

• Company pension
• Employee discount

Schedule:

• Day shift
• Overtime

Experience:

• Logistics: 1 year (preferred)

Work Location: In person

Expected start date: 08/01/2024