Ambulance Station Manager - Watford

Overview

This is our crucial people manager role accountable for their team\’s whole colleague experience and the standards of service delivery, as supported by the Head of Operations and the wider support functions as needed. The post holder is responsible for the selection, engagement, coaching, query resolution and positive performance management of their team. This role will provide colleagues a first point of contact to support them within their role to ensure they are safe, effective and well led whilst facilitating two-way communication up, down and across the organisation. To support employees this post holder is responsible for ensuring safe vehicles, equipment and site in which they operate. Achievement of key objectives will ensure a high-quality patient experience and are key measures of success.

Responsibilities

• Coaching & Support
  • Through high quality, regular observational supervision, patient data and other feedback, identify, coach-in and improve team performance, both informally and formally through PDR\’s / Mental Health Self reflections where applicable.
  • Use shift start and end times, plus scheduled 1:1s and \’open door\’ times to listen to, action and share with every member of the team business information.
  • Recruitment & on-boarding.
  • Take part in recruitment assessment days to ensure the best possible people are recruited into the business and your station.
  • Welcome and facilitate the onboarding of new colleagues into their team ensuring they embed in their role.
  • Communicate with training and control to ensure new colleagues are supported by suitably skilled colleagues during their initial on boarding.
  • Positively undertake probationary reviews for all new starters, with actions to retain or gain new joiner performance and engagement objectives.
• Employee Management
  • Act in a pastoral role, listening to colleagues who raise concerns ensuring issues are dealt with promptly or are escalated and followed up, appropriately with the use of RADAR. Key focus areas are leave management, rota management, pay queries and communication queries or concerns.
  • Where necessary undertake formal ER investigation and hearings as co-ordinated by management and with HR guidance.
  • Help drive colleague engagement through effective two-way communication to ensure key messages from colleagues are heard and understood, and core, consistent messages are emphasised for colleagues, using all available methods, most crucially face to face, individual and team meetings and written communications.
  • Complete return to work interviews with employees to show we care, understand & action any way we can help prevent absence re-occurrence.
  • Use all informal and formal recognition means to nurture a positive recognition & learning culture.
  • Use any pre-commit pay process to proactively identify & correct any pay queries & potential errors. Follow through or escalate on solutions to be provided by others.
  • To build an empowered and inclusive workplace through effective positive performance management, feedback, coaching and support, including return to work interviews, probationary and annual reviews.
  • Review data to identify and investigate colleagues who are performing above and below expected targets, addressing shortfalls or recognising and celebrating strong performance with particular focus on behaviours, absence, key performance indicators, vehicle accidents and compliance.
  • To supervise and ensure employees follow company standards of Health and Safety.
  • Ensure all employees at your station remain compliant in their training.
• Fleet and Facilities
  • Ensuring VDI are completed at a consistent and high standard.
  • Ensure vehicles and equipment unsafe to use are not deployed and maintenance is efficiency completed following receipt of VDI.
  • Liaise with maintenance provider to ensure sufficient vehicles are available to deploy, escalating to line manager and/or Fleet Manager where necessary to resolve problems quickly.
  • Complete checks on vehicles and equipment to ensure they are being managed and used safely.
  • Ensure road traffic accidents are reported following company policy and procedure using RADAR.
  • Ensure the site is maintained to a high standard, is secure and used safely by all employees and visitors.
  • Ensure adequate consumables and stock is available for the delivery of service and these assets are managed.
• Patient Experience
  • Ensure team members know how to report incidents and are encouraged to do so to achieve learning and improvement through RADAR Investigate incidents and complaints where necessary to support the management of service improvement.
  • Ensure we provide patients and users the necessary opportunity to feedback on our service standards and this information is captured and used to make improvements.
  • Ensure PRFs / Mental Health self-reflections are audited and any issues identifying are actioned as necessary.
  • Investigate incidents and complaints where necessary to support the management of service improvement.
• Leadership
  • Oversee daily rosters and on the day planning and complete rosters in advance.
  • Act as role model working within ACP values and behaviours ensuring high standards of integrity and professionalism towards colleagues and the public at all times.
  • Deputise for the Head of Operations for the region when required.
• Performance indicators
  • Incidents causing harm to patients and staff.
  • Complaints regarding behaviour of staff or injury to patients.
  • Staff absence: short term and unplanned absence < 4%
  • Staff turnover <15>
  • Training compliance >98%
  • Performance management actions, to maintain or enhance performance, in place.
  • VDI completion >95%
  • CQC compliance and success external inspection outcomes >Good
• Requirements
  • Previous experience in Health Care industry
  • Experience in dealing with a diverse range of people.
  • Demonstrate a high level of professionalism, responsibility, and accountability.
  • Knowledge / Skills / Abilities
    • Good verbal and written communication skills, able to convey information well and complete all necessary documentation accurately and legibly.
    • Able to work well under pressure.
    • Able to work well as member of the operations team.
    • Able to communicate across wide demographic boundaries in an appropriate manner.
    • Displays good interpersonal skills.
    • Displays good diplomatic skills.
    • Good organisational skills, is self-motivated with ability to work independently.
    • Displays excellent attention to detail.
    • Maintains a flexible and proactive approach to work.
    • Demonstrate a commitment to team working.
    • Confident and assertive but approachable.
    • Adaptable – especially in a changing environment.
    • Professional demeanour.
  • General High degree of honesty and integrity. Compassion.
  • Other Requirements Demonstrates a commitment to the ACP equal opportunity and diversity policies.