Job summary
- Main area
- EOC
- Grade
- NHS AfC: Band 5
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (7 day rotating roster including bank holidays (maximum of 21% unsocial hours))
- Job ref
- 278-EOCPD-0725-AS
- Employer
- South East Coast Ambulance Service NHS Foundation Trust
- Employer type
- NHS
- Site
- Medway EOC
- Town
- Medway
- Salary
- £29,970 - £36,483 per annum - or pro rata
- Salary period
- Yearly
- Closing
- 03/08/2025 23:59
Employer heading

EOC Practice Developer
NHS AfC: Band 5
South East Coast Ambulance Service NHS Foundation Trust (SECAmb) has a vision to ‘support our staff to provide a caring, high quality and efficient urgent and emergency care service to our communities’. We are rated ‘Good’ for care by the Care Quality Commission and while the other areas under their most recent report require improvement, our aim is to continually improve and to reach outstanding across all areas of the Trust.
Our 4,000+ workforce provide services to 4.9m people across Kent, Surrey, Sussex and North East Hampshire. We handle over 1 million calls to 999 and 1 million calls to NHS 111 every year. More information regarding our services and locations can be found on our website.
Job overview
- We have 1 full time substantive role available and 1 full time - 12 month fixed term/secondment role open
- 7 day rotating roster including bank holidays (maximum of 21% unsocial hours)
- Location: Medway East EOC
-
If you are a current SECAmb employee, by applying for this position, if successful you will move to the terms and conditions associated with the post. Any unsocial hours payments will be paid under the Section 2 agreement of agenda for change. Section 2 unsocial hours will need to be claimed via your monthly timesheet. More information regarding section 2 can be found in the Agenda for Change handbook and on the our dedicated Section 2 page on The Zone.
Main duties of the job
The post holder will work using own initiative and with minimal supervision. The individual will be responsible for the audit of Emergency Medical Advisors (EMAs), Senior EMAs, EMA Coaches and EMA Team Leaders . Based on these audits, they will document the results, deliver developmental feedback and document the outcome.
The post holder will be a subject matter expert for use of the NHS Pathways system and the principles of telephone triage. As such, they will provide support to EOC leaders in the developmental action plans as part of performance management processes.
Working for our organisation
- New NHS employees will be eligible to join the NHS Pension Scheme
- A minimum 27 days' holiday each year, increasing after 5 years’ service
- Personal and professional development and training opportunities.
- Salary Sacrifice schemes for cars or push bikes
- Access to occupational health and counselling services
- Award winning wellbeing hub
- Back up buddy App
- Access to NHS discounts, offering NHS employees a range of money-saving deals
Detailed job description and main responsibilities
A large part of the individual’s workload will be routine audit activity; however, they will also take part in a schedule of specialist audit projects outside of this. For example, the audit of cardiac arrest and sepsis calls; they will produce audit reports that detail the Trust’s performance in handling these calls and a developmental action plan to address shortcomings.
The individual will undertake a one in six rotation through the EOC to undertake telephone triage and EOC supervision duties. They will interpret the patient’s description of their symptoms, analyse the information given and deliver a safe and appropriate level of care. This will ensure knowledge of practice and clinical credibility are maintained.
During their time in EOC, they will be expected to maintain their status as subject matter expert and provide advice and support to junior colleagues, providing supervision to non-clinicians within the NHS Pathways practice environment.
Person specification
Qualifications
Essential criteria
- A Minimum of three GCSE’s or ‘O’ Level qualification, Grade C and above or the equivalent qualification including GNVQ, NVQ level 2.
- Proven track record as an Emergency Medical Advisor delivering consistently compliant audit scores.
- NHS Pathways Coach’s Qualification with a minimum of 6 months auditing experience. Or, NHS Pathways Trainer Qualification with a minimum of six months training experience and actively auditing now. Also attended recent levelling sessions
Desirable criteria
- Mentorship/coaching/education qualification.
Knowledge
Essential criteria
- Good working knowledge of the wider NHS structure and agenda.
- Detailed working knowledge of the EOC Call Handling procedure
- In depth knowledge of NHS Pathways systems and principles of telephone triage.
- Technical knowledge of Computer Aided Dispatch, telephony system, voice recorder, GRS, and admin systems to enable first line support to direct reports before escalation to IT support.
Experience
Essential criteria
- Able to demonstrate a minimum of 12 months (full time) experience in using NHSP to a compliant level.
- Excellent understanding of the ambulance service and Emergency Operations Centre (EOC) Environment.
Desirable criteria
- Ability to handle staff related issues and provide a supportive and open environment for staff to meet their full potential.
- Experience in making effective decisions in a high pressured environment.
- Experience of working within an environment where multiple patients’ needs are met according to clinical priority.
- Experiences of providing telephone advice, leadership and support.
Skills
Essential criteria
- Good keyboard and computer skills. Excellent communication and listening skills.
- Elocution that is disposed to effective communication with patients and colleagues over the telephone.
- Working knowledge of Health & Safety relating working with computers, clinical governance and diversity at work.
- Ability to work within a new and developing role and take on new responsibilities, where there are opportunities for development and progression, which may be challenging due to uncertainties.
- Highly practiced in advanced sensory skills required for telephone triage where active listening, combined with the dexterity to use multiple IT systems is required.
Personal Qualities
Essential criteria
- Ability to travel between sites for work purposes.
- A commitment to and evidence of Continuous Professional Development.
- Patient experience and clinical care quality focused.
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Sam Songhurst
- Job title
- EOC Practice Development Manager
- Email address
- [email protected]
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