NHS 111 Team Leader

To proactively supervise CCC staff to improve and maintain a high standard of urgent response to deliver excellent clinical care to patients, ensuring performance in an efficient, effective and professional manner, in accordance with Trust Policy, performance objectives, national standards, KPIs and local initiatives, in accordance with systems and procedures.
To oversee the use of resources (people and equipment) in an efficient and effective manner in response to requests for urgent patient care from the public and healthcare professionals.
Alongside a Clinical Shift Manager provide leadership and development to a designated team of non-clinical staff within the call centre environment. The role has two main facets, the primary being the management of the call centre on a shift by shift basis, which takes priority over the other functions. The secondary is to support Clinical Shift Managers to line manage a designated team, monitoring and supporting
individuals to achieve their potential and improve service delivery.
The post holder must be passionate about their subject, ambitious and with a strong desire to enhance the delivery within the CCC and must demonstrate a clear vision of how this post will contribute to the achievement of the Trust and to support its values of caring, team working, improvement and professionalism., 1. Be responsible for the delivery of performance and effective resource
utilization to ensure the NHS111 Service is delivered safely, consistently and to a high standard, liaising and working in partnership with internal and external stakeholders to meet national and local quality standards,
requirements and other key performance indicators.
2. To supervise CCC staff ensuring and monitoring performance levels -
helping to achieve positive clinical outcomes and improve overall Trust
performance levels by ensuring quality and consistency of working practices, including protocol compliance.
3. To actively contribute to the overall direction and leadership of the CCC
through the active engagement of both staff and the management team.
4. To promote clinical excellence and best practice paying particular attention to the delivery of high quality patient focused care to all urgent and emergency service users., 1. Analyze and review statistical information produced manually and by the technical systems. Translate the information into a useable and effective
format to inform the clinical shift managers/Heads of Department of service level and individual's performance, and necessary management
interventions considering internal and external variables.
2. Monitor performance by contracts in real time across all call centres and
take mitigating actions as required and as per escalation process when
necessary to ensure the best outcome is achieved within the available
resources, working towards maintaining successful delivery of the national and locally negotiated 111 targets.
3. Understand activity by contract and use of telephony/reporting systems. To work within and ensure other staff adhere to Trust telephony and ICT
procedures and protocols at all times.
4. Maintain and ensure safety and maintenance of a high quality service to
the patients who call 111
5.Be responsible for achievement against agreed targets and performance
indicators, reporting regularly to the NHS111 management team on all
resource utilisation aspects highlighting specifically on service
performance.
6. Liaise closely with the operational management team/on-call manager as per escalation and operational procedures.
7. Work in collaboration with the planning and performance team to ensure the appropriate level of NHS111 resources are planned and rostered to meet the demands of the service.
8. To be aware of service developments and their implications and to keep up to date with Trust policies and procedures. Supporting the Heads/Clinical Shift Manager team in the implementation of the services strategic plan.
9. Support the daily management of NHS 111 critical systems and
information systems, including Directory of Services, CAD/Adastra, and
telephony systems ensuring that the service provided enhances patient
experience.
10.To undertake duties as part of escalation, high demand and fall back
procedures in line with 111 procedures and Trust policies.
11.To understand, adhere to and promote the principles of risk management in relation to patient and staff wellbeing, the physical environment and the systems in use and to follow local guidance for action and reporting upon identification of risk.
16. The post holder is accountable for the line management of their delegated team within the NHS 111 managerial structure and will ensure that they and their staff are supported and developed in order for them to deliver against personal and Trust objectives, paying particular attention to the development of their teams, regularly reviewing individual performance to ensure that they are able to meet clear performance objectives.
17. Ensuring their teams development needs are met through education and development, coaching support when necessary, and to ensure that all
management processes are open, transparent, and conform to best practice and Trust policy, in line with regulatory bodies (including CQC).
18. To support staff in the maintenance of their CPD portfolios or training and development initiatives undertaken in the CCC.
19. To ensure that all Call Handlers follow Pathways Licensing requirements/ Trust policies and procedures at all times.
20. The post holder is accountable for their professional development and is required to maintain personal and professional development, and undertake any new qualifications as required. Ensure personal levels of competence in NHS Pathways and Trust systems are maintained to a high standard and undertake any ongoing training or formal assessment required to meet the standards required to be an 111 Call Handler in line with NHS Pathways licence. Keeping their Pathways licence current by taking live calls as and when required.
We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBTQ+ and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets). Here at SCAS we are proud to have a workforce that reflects the diverse community we serve. Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview and/or assessment (where applicable).
Please be assured that any requests for reasonable adjustments will not negatively affect your application.

South Central Ambulance Service NHS Foundation Trust provides a range of emergency, urgent care and non-emergency healthcare services, along with commercial logistics services.
The Trust delivers most of these services to the populations of Berkshire, Buckinghamshire, Hampshire and Oxfordshire as well as non-emergency patient transport services in Surrey and Sussex.
We serve a population of over 7 million and answer over 500,000 urgent calls a year. We employ 4,551 staff who, together with over 1,100 volunteers, enable us to operate 24 hours a day, seven days a week.

+ Expert training and support from our dedicated in-house education team.
+ Holiday entitlement is 27 days rising to 29 days after 5 years and 33 days after 10 years, plus 8 bank holidays (pro rata for part time).
+ Enrolment into the NHS Pension Scheme.
+ Access to continual professional development and opportunities within SCAS and the NHS.
+ Occupational Health support along with an Employee Assistance Programme.
+ NHS Discounts in over 200+ stores including Holidays, Days out, Car insurance, Restaurants and Clothing.