Non Clinical Trainer

Job content

The post holder will work in partnership with Operations Colleagues in order to manage the development and ongoing learning of Patient Navigators; Dispatchers; Supervisors; Receptionists.

Location: Anstey Frith House, Leicester Road, Glenfield, Leicester.

Salary: £27,055.00 per annum

The Non Clinical Trainer is responsible for the development and delivery of comprehensive training packages to maintain a motivated and skilled workforce in order to fulfil the organisational need.

The nature of the training and development role is an evolving role. This role depends on contracts and the service needs within DHU Urgent Care LLR.

Main duties of the job

To develop non-clinical training programmes in order to train and validate competency within designated non-clinical roles e.g Patient Navigator ; Dispatcher ; Supervisor

• Act as an expert resource and role model for colleagues.
• Exhibit advanced knowledge and competency across the scope of the trained roles.
• In conjunction with the Operations Managers , Deputy Operations Managers, Supervisors and Clinical Leads, identify training and development needs within the designated DHU Healthcare workforce
• To be responsible the local induction of new recruits into the commercial contact centre in accordance with Trust procedure and to ensure all recording and reporting procedures are undertaken.
• To undertake the training of staff in the IT systems used within the Division.
• To provide group and/or one-to-one training for all designated roles in relation to training or IT systems operation according to identified need.
• Utilise audit outcomes to direct training.
• Ensure that training is planned as a result of audit outcomes.

About us

DHU Health Care CIC believe our workforce should be as diverse as the range of services we offer, and the communities we serve. We are committed to valuing and encouraging diversity throughout our workforce, regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. As part of our mission we are dedicated to eliminating discrimination.

DHU Health Care CIC is committed to safeguarding and promoting the welfare of Adults, Children and Young People and expects all staff and volunteers to share this commitment.

Job description

• Act as an expert resource and role model for colleagues.
• Exhibit advanced knowledge and competency across the scope of the trained roles.
• In conjunction with the Operations Managers , Deputy Operations Managers, Supervisors and Clinical Leads, identify training and development needs within the designated DHU Healthcare workforce
• To be responsible the local induction of new recruits into the commercial contact centre in accordance with Trust procedure and to ensure all recording and reporting procedures are undertaken.
• To undertake the training of staff in the IT systems used within the Division.
• To provide group and/or one-to-one training for all designated roles in relation to training or IT systems operation according to identified need.
• Utilise audit outcomes to direct training.
• Ensure that training is planned as a result of audit outcomes.
• To carry out the required percentage of call audits ensuring consistency and quality is being delivered.
• To undertake observations and reviews to ensure compliancy standards are maintained, reporting remedial action to be taken when necessary.
• Proactively use learning outcomes from incidents/complaints and assess/develop training plans as required.
• Where required/appropriate, work alongside members of the clinical training team to plan and deliver sessions.
• Although not a budget holder, consider the costs of planned programmes and keep within budgets as well as assessing the return on investment of any training within a development programme.
• Devise and produce training materials for in-house courses, assessments and re-validation of skills employing flexibility and variation of techniques to suit different learning styles.
• Work closely with the IT Department to develop databases for assessments training materials and e-learning assessment.
• Monitor and review the progress of trainees through questionnaires and discussions with managers.
• Develop methods to evaluate all training and development programmes delivered.
• Amend and revise programmes as necessary, in order to adapt to the changes that occur in the work environment.
• Assist line managers and trainers to solve specific training problems, either on a one-to-one basis or in groups.
• Research a variety of information (e.g. courses, materials, training consultants, etc.) for the purpose of developing new programs that meet staff training needs.
• Have an understanding of e-learning techniques.
• Maintain a variety of manual and electronic files and/or records for the purpose of providing up-to-date reference and complying with regulatory requirements and established guidelines.
• Prepare a wide variety of written materials (e.g. reports, memos and letters) for the purpose of documenting activities, providing written reference, and/or conveying information.
• Develop an environment which is conducive to learning.
• Keep up to date personally with training and development by reading up to date journals and attending national conferences, going to meetings and attending relevant training courses.
• To assess and suggest updates and improvements to the policies and procedures utilised in the Division based on their own knowledge and feedback from staff attending training sessions.
• To work with staff identified as requiring additional training, assessing their training needs and adapting the relevant solutions to suit their person needs and learning style.
• The post holder is required to act autonomously when making decisions within their role to defined parameters.
• To participate in all training, statutory and mandatory and other as required in order to meet the needs of the role and organisation.

Person Specification

Experience

• Substantial experience working in a call centre environment
• Experience of working in Healthcare or other related environments where dealing with sensitive & confidential information in an appropriate manner is of paramount importance
• Experienced trainer
• Has experience of developing training modules/packages.
• Experience in the delivery of educational sessions.
• Experience of using different assessment and educational techniques within education.
• Experience and ability to facilitate internal and external groups.
• Experience of meeting deadlines and schedules.

Desirable

• Has participated in service development.
• Can give evidence of using effective communication skills within experience
• Must have excellent verbal and written skills.
• Computer literate.
• Is able to use negotiation skills.
• Able to prioritize, effective time management.
• Communication skills, facilitation & negotiation skills.
• Can demonstrate problem solving skills.
• Good IT skills.
• Experience in the use of SystmOne / Adastra (desirable)
• Experience in the use of call centre type Telephony systems (desirable)
• Maintain databases of outcomes and assessments.
• Is skilled at development and production of training packages and modules.
• Able to work independently but also as a member of the team.

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.

Job Type: Full-time

Salary: £27,055.00 per year

Ability to commute/relocate:

• Leicester: reliably commute or plan to relocate before starting work (required)

Education:

• Certificate of Higher Education (preferred)

Experience:

• Training: 1 year (required)
• Health and Social Care: 1 year (required)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person

Application deadline: 21/08/2023
Reference ID: NCTANSTEY