PTS Ambulance Dispatcher

As a Dispatcher, you will be assisting the Non-Emergency Patient Transport service (NEPTS) in providing a vital service to our patients by efficiently allocating patient transport vehicles to patients according to geographical area, mobility, and travel requirements. These can vary from mobile patients who can travel with minimal assistance, to complex patients who require multiple resources or specialist equipment. A Dispatcher will ensure that SCAS NEPTS can deliver the requested patient journeys with the assistance of our automated systems. You will be used to working in a target orientated environment and will thrive on working in a faced paced environment receiving a high number of varied and challenging queries per shift and are confidant in problem solving. It is essential you have geographical knowledge of the area and experience of handling logistical challenges. We are looking for an individual who can demonstrate strong communication skills and the, 1. To prioritise / deploy and dispatch journeys to operational resources to ensure that Patient appointment times are met throughout the course of the shift, considering the use of both internal and external resources as appropriate and necessary.
2. Liaise with the NEPTS Call Handlers with regard to patients' conditions, mobility, appointments, collection / destination addresses and ready times.
3. To utilise the mapping and two-way data functionality of the 'live data capture' system to ensure efficient utilisation of operational resources, minimising delays and downtime.
4. To manage/monitor the daily patient activity utilising the Trust's Patient Transport Information System, in particular patient appointment/discharge times, mobility, medical conditions, care packages and locations / destinations of patients and vehicles.
5. To use the Trusts radio communication system in an appropriate and professional manner in accordance with Trust Policies and Standard Operating Procedures.
6. To respond to changes within the Patient Transport Service as requested in order to meet the requirements of the Customer and its commissioners.
7. To undertake to be the 'first point of contact' in liaison with the customer, members of the public, patients and/or relatives that may contact the NEPTS Contact Centre out of core hours.
8. Liaise with Vehicle and Equipment Unit with reference to vehicle breakdown / faults of the NEPTS vehicles or contact the on call services in the case of vehicle breakdown.
9. To answer all telephones lines in a professional and courteous manner as per training received and any associated call scripts as per the agreed Standard Operating Procedures.
10. To participate in any conference call as required for the relevant area of responsibility and acting accordingly upon the information received and given.
11. To ensure that all crews have logged on and received all planned work.
12. To produce reports as/ when required by the Contact Centre Manager.
13. To undertake any other responsible duties as required / directed by the Contact Centre Manager or the Locality manager (CC).
14. To participate as required in the Trust's response to Major Incident's as per agreed protocols.
15. The post holder must adhere to the Trust's Policies and Procedures.
16. To undertake any training as deemed necessary by the Trust. This relates to internal and external training and may involve residential attendance.
17. To actively participate in Team Meetings, suggesting where appropriate any changes to existing working practices in order to promote service delivery.
18. To participate in the Appraisal System to culminate in a Personal Development Plan in accordance with the Trust's Policies and Procedures.
19. To ensure that customers and patients are contacted regarding their transport requirements, advising of any inability to meet these requirements and advise of any other options as soon as it is apparent that any genuine commitments cannot be met.
20. To refer any matters outside area of responsibility to either a Lead Dispatcher, Team Leader or Contact Centre Manager, Team Leader (NEPTS) or Senior Operations Manager.
21. To participate in conjunction with the Trust's commissioners in any initiatives that aim to improve service delivery.
22. To promote and enhance the image of the Trust at all times in accordance with Trust work rules, promoting good relations with the public, patients and other health care professional through effective and communication skills and a polite and professional manner.
23. To participate in any audits or surveys that may be required by the Trust or its commissioners.
24. To ensure you remain up to date with all dispatch protocols checking the standard operation procedures and regular updates.
25. To undertake occasional planning duties as and when required by the Contact Centre Manager or Locality manager.
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.

+ Experience of working in a customer-focused environment?
+ Awareness of equality and diversity in the working environment?
+ good geographical and logistical knowledge of the operational areas of Hampshire and Thames Valley?
+ Experience of using the full range of Microsoft Office applications?
+ The ability to solve problems?
+ Excellent communication skills?
+ The ability to remain calm whilst working under pressure
+ A flexible approach to work
+ Available to work Monday to Friday between 0700-1700 on 7.5 hour shifts: 0700-1500 and 0900-1700
We would like to advise all applicants that from 1^st April 2025, SCAS will no longer be managing the Patient Transport Services (PTS) contract in the Thames Valley region. Therefore if you are successful with your application, pass interview and assessment and are offered the job, you will be employed (or engaged on a bank basis) by SCAS up until 31st March 2025. We are expecting this to fall under Transfer of Undertakings Protection of Employment (TUPE) rights, which means the new employer who will be managing the contract will take over your terms of employment from 1^st April 2025. For further information on TUPE please follow this link: What a TUPE transfer is - TUPE: employee rights - Acas, ability to work consistently whilst under pressure.

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.

+ Full training and support when you join and ongoing throughout your employment with us.
+ 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.