Control Room Operative

This position will be based at our hub in Hastings, East Sussex.

A little about us:

Secure Care UK is one of the country’s leaders of specialist patient transport for the NHS and wider healthcare sectors across the UK, nationwide.

The team are responsible for the safe transportation, care, support and management of service users/patients diagnosed with mental health conditions when transporting them from one destination to another and who may display challenging behaviour. It is a demanding yet very rewarding service that we provide, and our Company culture is founded upon the drive and motivation of our people.

We are growing rapidly and are looking for enthusiastic individuals that have a passion for providing excellence in Health Care and an interest in gaining experience in our niche sector. For the right individuals we will provide you with a comprehensive Induction Programme where full training will be provided.

Purpose:

To receive bookings and to co-ordinate the safe transportation of service users by a national team of Mental Health Transport Assistants. Provide logistical support to MHTA’s and both internal and external stakeholders in a professional and efficient manner, utilising resources available to maintain consistency and compliance with current legislation, policies and values.

Reporting: To the Deployment Team Leader

Roles & Responsibilities:

• To answer and effectively respond to incoming telephone calls and emails in a timely and professional manner
• To despatch crews to bookings with due consideration to patient care, risk assessments in a cost effective manner, efficiently utilising resources from across the business as required.
• To maintain proficiency in the evolving use of IT systems, including command and control systems and mapping software.
• To accurately record all information provided by Clients when taking bookings, and ensuring that all required data is received to support the MHTA team in ensuring a safe and compliant service provision.
• To accurately record operational data, fully populate data management systems and assist in the accurate recording of metrics for Handover and Control Room reporting as required.
• To ensure that all complaints and compliments received are handled professionally, and escalated as appropriate.

• To support the creation and effective implementation of crew rota’s, through accurate recording of absences and other relevant information with due consideration to individual and business needs
• Ensure Company Standard Operating Procedures and Policies are followed to support with the collection, transport and handover of patients.
• Ensure the services regulatory obligations, policies and procedures are adhered to at all times, reporting any “day to day” issues to the relevant Communications and Deployment Team Leader.
• To ensure accurate reporting and investigation of all relevant Incidents within CQC/IMF framework.
• To ensure that statutory regulations and applicable legislation are implemented and adhered to at all times, and recorded/escalated as appropriate. This will include but not limited to Working Time Directive, Accident Reporting, and accurate reporting of facts concerning accidents or incidents to control and hospital personnel in accordance with Secure Care UK Guidelines and the Company Incident Policy
• To support in the induction and training of new Communications and Deployment Co-ordinators, facilitating their learning of best practice and providing constructive insights gained through experience.
• To ensure that downtime duties, including audits are being performed and lead by example to demonstrate the highest standards when undertaking and operational duties
• In exceptional circumstances (after appropriate training), to work as a crew member to provide a professional and caring service for all patients whilst in the care of Secure Care UK, ensuring that at all times patient safety remains paramount and that safe systems of work are adhered to.
• To take part in staff development programmes, regular supervisions and annual performance development reviews and/or undertake further training if and when required
• Champion Secure Care UK's standards, values, polices and procedures, promoting effective stakeholder relationships between the Logistics team, MHTA crews, Management and Senior Management.
• To work to the values of the organisation and display high standards of integrity and professionalism towards clients and colleagues, and to act at all times in a manner consistent with legislation, policy and procedures in respect of Equality and Diversity
• To continuously develop and update own knowledge and skills within the job role and contribute to setting own work objectives, ensure up to date with company policies, procedures and staff handbook and working collaboratively towards the success of the Company
• To promptly undertake any other duties or reasonable Senior Management request relevant to the post as may be assigned from time to time.

Key Requirements:

• Maintain Enhanced DBS
• Ability to remain calm under pressure
• Ability to work as part of a team
• Ability to problem-solve efficiently
• Good IT skills
• Excellent written and verbal communication skills

In return, we offer:

Benefits:

• Private healthcare provided by Westfield Healthcare
• Additional training and continued personal development opportunities
• Refer a friend scheme

Holidays: 28 days annual leave

Working Pattern: 4 on, 4 off shift pattern, alternating between days and nights

Contract: Fulltime

Job Type: Permanent

We are committed to the safer recruitment process; safeguarding and promoting the welfare of children, young people and adults at risk. Due to the nature of our business, any successful applicants will be required to complete Disclosure & Barring Service checks (DBS), and provide 5 years of work history, including two references.