SPOC (Single Point of Contact) Educator and Auditor
NHS AfC: Band 4
EEAST is a great place to work, great people, great career opportunities and a career that can take you anywhere. No two days are the same, if you are looking for a varied and supportive environment EEAST can offer you that and more! Hear why our employees think it is such a great place to work: We are seeking a dedicated and skilled individual to join our team as a
SPOC (Single Point of Contact) Educator and Auditor
at
EEAST . This pivotal role is responsible for the design and delivery of training and management of quality assurance processes within the SPOC Team. This role is based at Norwich EOC. The role is agile with onsite working across all three EOCs (Norwich, Chelmsford and Bedford). Typically, this will be five days per week, as operationally required; travel is essential to deliver training and undertake work tasks across all three sites. Main duties of the job
Key Responsibilities of the Role Be responsible for the delivery and design of training and mentoring in relation to the SPOC Team key functions. Be responsible for ensuring there is an up-to-date Competency Pack for each role within the SPOC Team to support training and new starters. Be responsible for ensuring there is an Audit Schedule within the SPOC Team to provide quality assurance on the activities that are undertaken. Be responsible for providing reporting in relation to SPOC Quality Assurance Processes to wider Trust forums. Provide final sign-off to new members of the Team in relevant processes. Support the CAS Operations Manager in any supervision or performance management in relation to the Team. Be a point of expert support into the operating model and processes within the SPOC Team. Be responsible for ensuring that all documentation surrounding training, education, and quality assurance within the SPOC Team is up to date, accurate, and accessible. Be able to undertake the full SPOC Call Handler and SPOC Supervisor roles and responsibilities. Person specification
Qualifications
GCSE in English and Maths, or equivalent. Leadership Qualification. Skills and Knowledge
Knowledge of methods of training. Knowledge of the NHS Ambulances Services. Able to use full range of office software packages. Knowledge of key Quality Assurance Processes. Provision of feedback, CPD, and supervision. Use of Cleric, Adastra, and Avaya. Experience
Leading a team. Working in a call centre environment. Providing training to staff. Communicating with different stakeholders. Previous experience of managing and undertaking quality assurance within the NHS. Experience of implementing quality assurance within call centres. Maintaining portfolio of Continuous Professional Development. Experience of using data for improvement. Personal Qualities, Abilities and Attributes
Calm and can work under pressure. Team player and worker. Positive change agent. Able to provide compassionate leadership. Good management of timekeeping. Positive response to feedback. EEAST Values and Behaviours
Evidence that personal behaviour reflects Trust Values: Care, Teamwork, Quality, Respect, Honesty.
#J-18808-Ljbffr
NHS AfC: Band 4
EEAST is a great place to work, great people, great career opportunities and a career that can take you anywhere. No two days are the same, if you are looking for a varied and supportive environment EEAST can offer you that and more! Hear why our employees think it is such a great place to work: We are seeking a dedicated and skilled individual to join our team as a
SPOC (Single Point of Contact) Educator and Auditor
at
EEAST . This pivotal role is responsible for the design and delivery of training and management of quality assurance processes within the SPOC Team. This role is based at Norwich EOC. The role is agile with onsite working across all three EOCs (Norwich, Chelmsford and Bedford). Typically, this will be five days per week, as operationally required; travel is essential to deliver training and undertake work tasks across all three sites. Main duties of the job
Key Responsibilities of the Role Be responsible for the delivery and design of training and mentoring in relation to the SPOC Team key functions. Be responsible for ensuring there is an up-to-date Competency Pack for each role within the SPOC Team to support training and new starters. Be responsible for ensuring there is an Audit Schedule within the SPOC Team to provide quality assurance on the activities that are undertaken. Be responsible for providing reporting in relation to SPOC Quality Assurance Processes to wider Trust forums. Provide final sign-off to new members of the Team in relevant processes. Support the CAS Operations Manager in any supervision or performance management in relation to the Team. Be a point of expert support into the operating model and processes within the SPOC Team. Be responsible for ensuring that all documentation surrounding training, education, and quality assurance within the SPOC Team is up to date, accurate, and accessible. Be able to undertake the full SPOC Call Handler and SPOC Supervisor roles and responsibilities. Person specification
Qualifications
GCSE in English and Maths, or equivalent. Leadership Qualification. Skills and Knowledge
Knowledge of methods of training. Knowledge of the NHS Ambulances Services. Able to use full range of office software packages. Knowledge of key Quality Assurance Processes. Provision of feedback, CPD, and supervision. Use of Cleric, Adastra, and Avaya. Experience
Leading a team. Working in a call centre environment. Providing training to staff. Communicating with different stakeholders. Previous experience of managing and undertaking quality assurance within the NHS. Experience of implementing quality assurance within call centres. Maintaining portfolio of Continuous Professional Development. Experience of using data for improvement. Personal Qualities, Abilities and Attributes
Calm and can work under pressure. Team player and worker. Positive change agent. Able to provide compassionate leadership. Good management of timekeeping. Positive response to feedback. EEAST Values and Behaviours
Evidence that personal behaviour reflects Trust Values: Care, Teamwork, Quality, Respect, Honesty.
#J-18808-Ljbffr
