Derbyshire Health United Limited
Job description and person specification
Job description
Job Title:
Non Clinical Shift Manager
Base:
Derby or Chesterfield
Accountable to:
Service Delivery Manager
Responsible to:
NHS 111 Programme and Operations Director
JOB SUMMARY
Key responsibilities
Job Purpose
Oversee the day to day call centre operations under the guidance of the Service Delivery Manager.
Manage, support and mentor Call and Nurse Advisors within the team and ensure efficiency, quality and
safety of service at all times. Ensure adherence to National Quality Standards and KPIs to ensure
adherence with contract requirements.
To work online as a Call Advisor for 12 hours a week in order to maintain own skills and competence.
Liaise with key stakeholders and represent DHU professionally at all internal and external meetings in a
professional manner as and when required.
Performance of the Service
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PH/v.2
Responsible for management of the overall Call Centre Performance when in the designated lead
role
Monitoring the telephony answering performance and taking corrective action when required
Ensures effective and efficient resource management and productivity
Performance management of direct reports
Contribution to the compilation and update of the Balanced Scorecard
Stakeholder Engagement and liaison
Contribute proactively to continuous quality improvement
Ensure adherence to the Quality Standards and Key Performance Indicators relative to the service
through team management and whilst leading the shift
Proficiency on Adastra, Pathways, telephony and the office suite of programmes
Deal with Pathways queries within own area of expertise
Review daily/weekly/monthly statistics against the contract standards and take corrective action with
the team to improve performance
Provide professional leadership to the team to ensure robust clinical governance
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Management of staff
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Management of a Team of Call Advisors and Nurse Advisors. Co-ordinate the team initiating and
monitoring discipline, grievance, attendance management and annual leave processes.
Manage individual performance through appraisals, absence management and corrective action e.g.
training requirement, disciplinaries etc., (live and retrospective)
Contribute to the Management of shifts 24 x 7 x 365 days
Work closely with the training team to ensure effective training and performance of team members
Assist with the recruitment of new staff resulting in the provision of a highly skilled and effective
workforce
Undertake a minimum of 2.5 hours audit per week of team members to ensure problems with
performance are identified and addressed in a timely manner
Assist in the investigation of complaints and incidents, as and when required
Manage the performance related pay related incentive scheme for the team, fairly and equitably
Instigate and facilitate clinical supervision and debriefing when necessary
Main Responsibilities
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To have day to day responsibility for the safe and efficient delivery of the NHS 111 Service for DHU
through team performance and when leading the shift and ensure the Service Delivery Manager is
kept informed of any issues, problems or concerns in order that these may be addressed as a
priority
Together with the Service Delivery Manager review contract deliverables and ensure that the highest
quality service is delivered
Overall Management of the call centre performance and quality when acting as lead on shift
Effective resource deployment and efficiency of service to achieve economies of scale when acting
as lead on shift
Drive call taking performance to ensure that all staff rotas provide the capacity and capability to
deliver the service to satisfy contract requirements
Ensure achievement of required call handling performance targets by efficient management
Ensure audit programme of call centre staff is in line with OoH Quality Standards and Pathways
License and that this is adhered to
Contribution to the Balanced Scorecard and action from identified problem areas
To maintain good budgetary control and identify any relevant risk to the service
To ensure that there are in place contingency plans to meet unexpected increases in demand
Oversee that the pay related performance objectives are met equitably before signing off increases
or bonuses
Train new members of staff within the department to ensure the maintenance of a high quality
service
Where clinical/non clinical shift managers are Pathways trainers, to be available at request to
facilitate courses when required.
Education Practice Development
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PH/v.2
Participate in the provision of mentorship, education & training and the continuing professional
development of Call Advisors and any other staff.
Offer appropriate advice to staff on practices, delivery and service development within the
parameters of the role and scope of practice.
Participate in the ongoing individual and personal professional development within the organisation.
Mentor and role model as appropriate in the development of call advisors.
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General
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Adhere to all DHU policies, procedures, protocols and other relevant memoranda as appropriate
Attend training and meetings as and when required to do so by Senior Management
Maintain strict confidentiality in relation to all issues concerned within the service and adhere to DHU
policy ensuring staff are aware of their obligations.
Adhere to Health and Safety Policy
Communicate outstanding issues to your immediate reports or Service Delivery Manager before
going off duty. In relation to serious issues, these must be reported to the NHS 111 Programme and
Operations Director
Notify the appropriate Line Manager immediately of any circumstances which may affect the
provision of a high quality service.
Maintain and ensure maintenance of a tidy work environment at all times
Organise and prioritise effectively own work schedule and work schedule of immediate reports, to
ensure operational excellence with minimum supervision
Deal with matters raised under the Incidents and Complaints Procedure/Protocol and use the
procedure/protocol when answering queries and complying with requests from the Integrated
Governance Team for investigation and information requests within the specified timeframe, i.e. 5
days for statements.
Make appropriate budget recommendations to the Service Delivery Manager.
Communications and Working Relationships
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Staff within Derbyshire Health United Ltd and related organisations
Clinical, Non Clinical and managerial staff within participating Clinical Commissioning Groups
Staff in local primary and secondary care services
Staff within local authority Social Services
Out of Hours and other related services within the East Midlands health economy
The job description may be subject to review over time in discussion with the post-holder.
It is expected that this position will cover both in and out of hours working according to the needs of the
service.
This job description is not exhaustive and it is expected that the post holder will be flexible in their approach,
and undertake any reasonable duties as requested by Management/Directors.
Signed:
……………………………………………………………………………
Print name:
……………………………………………………………………………
Date:
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PH/v.2
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Person Specification
Non Clinical Shift Manager – Derbyshire Health United Ltd
Qualifications
Experience
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Skills and Knowledge
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Job Circumstances
Personal Qualities
PH/v.2
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Educated to degree level or equivalent,
IT qualification
Full driving licence
Previous leader experience, preferably at a
Management level
Previous suitable/management experience
including management and motivation of staff
Previous experience of working within a call centre
Previous experience of working with staff in a busy
service environment
Communication with a variety of people
Computer experience (e.g. Word/Excel and other
packages) as well as email systems and other
electronic media
Databases
Management of staff rostering and rota systems
Knowledge of telephony systems
Excellent interpersonal/ communication skills with
a variety of media and all levels of staff with the
company as well as external agencies
Ability to manage change
Knowledge of appropriate delegation
Knowledge of the skills required in order to
effectively manage people
Ability to use initiative
Accurate record keeping
Excellent telephone manner
Problem solving skills
Effective time management – strong organisational
skills
Ability to maintain strict levels of confidentiality
Commitment to role
Able to work unsocial hours
Flexibility to meet service/rota needs
Proven team player
Diplomatic
Sense of humour
Ability to work under pressure
Conscientious, reliable and resourceful
Professional attitude to employment
Pro-active
Self starter
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