Deputy Director of Integrated Contact Centres

North West Ambulance Service is seeking a dynamic and highly motivated individual to directly support the development of the integrated response model of 999, 111 and non-emergency patient transfer contact centre functions. They will assume operational responsibility for all Trust contact centres and will harness improvements in areas such as digital and estate.

The successful candidate will be responsible for driving operational transformation and culture change within contact centres necessary to focus on improved patient outcomes including attention to health inequalities and trends pertaining to disparity in access to care for marginalised groups, maximise employee engagement and build an inclusive, positive workforce. In addition, they will work with Integrated Care Systems, commissioners, regulators and other external agencies to build relationships and proactively deliver appropriate responses to meet the challenges of emergency, social and health care services. The Trust is entering an exciting time of change and the successful candidate will be pivotal in shaping the future of the organisation.

This senior leadership role will have accountability for the delivery of operational, workforce and financial performance of the Trust’s Contact Centre functions.

Key Responsibilities:

1. Strategic portfolio responsibilities covering the Trust’s Integrated Response Model and regional Clinical Assessment Service (CAS) development.
2. Provision of effective strategic and tactical management of all contact centre functions including physical, human and infrastructure resources.
3. Responsibility for the achievement and maintaining of all key performance targets including patient focused clinical quality standards, response standards and efficiency and productivity targets.
4. Promote and role model inclusive compassionate leadership in line with the Trust’s leadership framework, proactively living our values of working together, being at our best to make a positive difference to the lives of people and patients.
5. Support the Integrated Contact Centre Director with development of the Trust’s long-term strategy, ensuring the service is fit for the future, in line with local and national priorities.
6. Acts as the Senior Responsible Officer for agreed strategic and transformational change projects, providing direct assurance to Trust Executives and Board.

The North West Ambulance Service NHS Trust is a high performing and dynamic organisation where we continually seek to improve and innovate to provide the very best possible care to patients within the communities we serve. We recognise that the core of its success is down to the contribution made by our staff, our volunteers and our partners. Our vision is to be the best performing ambulance service in the country, by delivering our strategic goals to deliver the right care, at the right time, in the right place; every time and we are looking for highly motivated individuals to deliver this vision in the wider ICS arena.

We are developing and changing our service delivery model to focus on integrated care, focussing on providing people with the support they need, joined up across local authorities. Integrated Care Systems are central to the NHS Long Term Plan and will bring together organisations to redesign care to improve healthcare for patients in response to increasing demand, public expectation and changes to the wider healthcare system.

For further details / informal visits contact:

Name: Sally Rose
Job title: Director of Integrated Contact Centres
Email address:
Telephone number: 07812304121

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