Please Note: The application deadline for this job has now passed.
Job Introduction
Dispatch Controller - Nights
13 hours per week
Northampton General Hospital
£25,146 per annum, pro rota
Enhancements / Benefits:
You will attract an additional 30% when working Monday to Friday evenings and 45% working weekends.
Generous annual leave entitlement & NHS Pension – we also honour NHS continuous service – bring your entitlement with you!
DHU Healthcare is a ‘not-for-profit’ community interest company providing a diverse range of services to the NHS frontline, including urgent and emergency care, primary care, out of hours services and NHS111. We care for patients across the West and East Midlands – a population totaling around 14 million. As a socially conscious organisation, we provide compassionate, high-quality care to our patients and offer a supportive work environment to our 2,500 DHU employees. If you would like to find out more about us, you can visit our website at Our profile: DHU Healthcare.
About the role:
The role will play an integral part of the urgent care team providing real time coordination of the operational shift. Additional responsibilities are to provide a smooth and efficient running of the service, capturing patient information, maintaining delivery performance of the service in line with key KPI’s & Quality assurances and ensuring compliance with standards in line with agreed policies and procedures.
We are always:
Compassionate – we show kindness, consideration and understanding in everything we do – and demonstrate our caring nature to our patient, people, and communities.
Accomplished – we are available day and night – a response, adaptable, professional NHS partner, providing the best advice, care, and treatment for every individual.
Respectful – we recognise the value that individual and team difference bring – welcoming views, listening, being honest, and learning from others’ experiences.
Encouraging – we believe everyone matters, so we inspire confidence in other – promoting ‘speaking up’, fostering career-long learning and development, and supporting improvement ideas.
Responsibilities:
- Co-ordinating the Operational team and providing support, guidance, advice, and feedback to employees in all locations within the shift.
- Co-ordinating external communications that fall outside of established call pathways.
- Actively monitor the call volumes within the services to ensure optimum service delivery to patients and maintenance of service standards.
- Ensure the shift staffing and resources are appropriate, arranging additional staff as required to ensure capacity is available to meet the demands of the service, maintaining service standards. Ensure remote workers are logged on and working allocated hours.
- Compliance and achievement of DHU and National quality standards.
- Pro-actively liaise with all clinical staff to ensure smooth running of the service.
- Ensure business Continuity plan is followed for any emergency/Incident.
- Act as Fire Warden when on shift and ensure that the emergency services are notified in the event of an alarm.
- Ensure rooms/facilities/IT are ready for use at the start and end of each shift and make certain that a clean and tidy workplace is maintained by all staff.
- Update the CAS dashboard on a regular basis routinely and hourly at times of peak demand as per specific site requirement.
- Ensure that all calls are completed on Adastra/Ummanu/ Systm One before leaving shift.
- Maintaining equipment – checking systems and printers as necessary and reporting any faults to IT and appropriate manager.
- Complete and review incident log report.
- Ensure that any unresolved matters are handed over to the duty manger and the next coordinator before ending your shift on all work shifts.
- Co-ordination of the operations within the out of hours service utilising escalation and contingency plans, reporting to Clinical Lead and or Tactical on Call Manager as required.
- Adhere to Health and Safety policy.
- Monitoring calls and home visits to mitigate any breaches.
- In accordance with DHU Policies & procedures maintain own development and competence through attendance at mandatory training and specific developments as identified via PDP in the appraisal process
- At all times ensure own work practices, conduct, behaviour's, and attitudes provide an example of professionalism for all staff. Be a role model for DHU values.
- Consistently guarantee uphold and advance the equality, diversity, as well as the rights of patients, the public, and colleagues in the service.
- Ensure effective management of risk within sphere of responsibility in accordance with DHU Risk Strategy, ensuring compliance with Health & Safety legislation and Clinical Governance Policies and Guidelines.
- Receive calls from other healthcare providers and action as appropriate.
Essential Skills:
- Educated to GCSE level or equivalent.
- Obtained 5 A – C’s Including English and Math's
- Previous experience of working with the public in a busy environment.
- Communication with all people
- High level of computer experience (e.g., Word, Excel, and other packages) as well as email systems and other electronic media
- Change Management
- Excellent interpersonal/communication skills.
- Ability to analyse data and draw conclusions, when required.
- Ability to use own initiative.
- Accurate record keeping
- Excellent telephone manner
- Excellent problem-solving skills.
- Listening skills
- Effective time management and proven organisation skills
- Ability to uphold confidentiality.
Desirable Skills:
- Microsoft Office qualification
- Worked in a healthcare setting.
- Databases
- Operational Support
In return, we can offer:
Joining DHU means you will receive some great benefits. This will include access to the NHS pension scheme – alongside a generous annual leave allowance that grows with your length of service or recognises your existing NHS commitment. We provide an incremental sick pay scheme and family friendly policies like maternity and paternity pay that match the NHS offer, alongside working enhancements including an additional 30 - 45% of annual salary for unsociable hours benefit (earning potential will vary on shift days / times). We will also support your health and wellbeing - with complementary Westfield Health Insurance membership which covers basic costs like your dental care, glasses, physiotherapy, chiropody and many more.
At DHU Healthcare, we are committed to fostering an environment where Equity, Diversity, Inclusion, and a strong sense of Belonging are not only celebrated but actively promoted. We believe that every individual, regardless of their background, deserves the right to access quality healthcare services and to be treated with respect and dignity. Our commitment to Equity, Diversity, Inclusion, and Belonging is at the heart of everything we do, from patient care to our organisational culture.
