Detailed job description and main responsibilities

Communication and Relationship Skills

1. To act as a focal point for staff in relation to NEOC training enquires and points of clarity.

2. Provide feedback to staff, both verbally and in writing.

3. The trainer and auditor will ensure that effective communication / reports are established between the call handling, control, and management teams.

Knowledge, Training and Experience

4. The trainer, auditor will be a subject matter specialist in both call handling and NEPTS control.

5. Identify training needs and development for the NEOC.

6. Provide training and assessments for staff with identified learning needs and those with less than 12 months experience to reach the standards required.
7. Assist and participate in the mentoring and development of existing and new employees.
8. Regularly utilise the control room cleric system including inputting reviewed calls.
9. Undertake necessary training and development to ensure that your own skills are maintained and that you develop these skills as new technology is introduced.
10. Take part in the Appraisal and Review process of the Trust and take a lead in identifying own development needs and maintain a folder of evidence of Continuing Professional Development
11. To be able demonstrate an understanding of work procedures and practice in relation to Cleric control and dispatch software.

12. The trainer and auditor will demonstrate knowledge of how NEPTS delivers its services for patients and awareness of NEPTS operational plans.

13. There is a requirement to demonstrate an understanding of key performance indicators and principles related policies and procedures.

Analytical and Judgement Skills

14. To extract data from the NICE voice recorder to enable staff to review their performance.
15. Review random samples of NEPTS calls and provide written and verbal feedback.
16. Uses the nice recorder to review calls requiring accuracy, quality and understanding of confidentiality.
17. Assist with the Investigation of complaints for PALS and IR1s where  concerns have been raised in accordance with the Trust’s patient Advice and Liaison Service (PALS) and/or Complaints procedure.  
18. Regularly undertake audits for research to improve processes and patient care.

Planning and Organisational Skills

19. Complete a training plan and provide training for all new starters and alternative duties staff to the required standard.

20. There is a requirement to work regularly without supervision.

21. Demonstrate initiative to support the NEPTS service support manager to resolve training issues and problems which prevent the service from providing the provision of high-quality care.

Physical Skills 

22. The Trainer and Auditor will input, extract, and manipulate data on a daily basis, demonstrating competency in the use of MS Word and Excel and other work-related systems.

Policy and Service Development

23. Ensure adherence to Health and Safety at work Act and the Trust’s Disciplinary and Grievance procedures.
24. Maintain confidentiality in line with the Trust policy and ensure compliance with the Data Protection Act and Caldicott principles.

25. Ensure compliance with any Trust or directorate policies, procedures, and guidelines.
26. Maintain and promote a culture of equal opportunities in the workplace.

27. Participate in the review and implementation of new systems and contribute to the development of NEPTS processes relating to the NEOC function.

Financial and Physical Resources

28. The post holder will observe a personal duty of care in relation to equipment and resources used in the course of work.

Human Resources

29. To willingly participate in self-development opportunities to continually improve performance, taking an active part in the appraisal and personal development planning system and undertake development activities that are identified.

Information Resources

30. Review the processes used for collating information, making suggestions for improvement.

Freedom to Act

31. There is a requirement to work under their own initiative, guided by precedent and clearly defined occupational policies, protocols, procedures and codes of practice. Works within departmental procedures, work is checked on a regular basis. 

Physical Effort

32. There is a frequent requirement for sitting in a restricted position for a substantial proportion of the working time, operating a personal computer and other equipment.
33. There may be a requirement to travel to other locations to provide training and auditing services.

Mental Effort

34. There is a frequent requirement for prolonged concentration.

Working Conditions

35. Ensure that the immediate work environment is kept clean and tidy and free from obstructions.
36. There is a requirement to use a personal computer continuously daily. 

Risk, Health & Safety

37. Responsible for the personal duty of care in relation to equipment and resources used in course of work.

38. Report incidents and near misses in a timely and accurate manner in line with the trusts risk management procedures.
39. Completion of the annual display screen and equipment risk assessment.