Job Title

Role: Shift Leader DoncasterHours: Full time or Part Time hours considered (Covering 22 hours per week on a 4-week rota) Various working shift pattens to cover duties on Monday to Friday plus weekends.Pay: 13.72 plus evening / weekend/bank holiday enhancementsReports to: Operational Specialist at Doncaster SDHC and Doncaster UTC.Accountable to: Yorkshire Operations ManagerBase: Doncaster Urgent Treatment Centre and/or Same Day Health Centre,Devonshire House, Cavendish Court, DoncasterInterviews: Week commencing 26th May 2025About: We are a dynamic organisation, committed to sustaining our organisational longevity and doing the very best for the people that we serve (both patients and staff). This means not accepting the status quo and questioning whether we can do things differently and better at every opportunity.Ideally you will already have a knowledge of Healthcare systems and services alongside the ability to lead and implement projects with enthusiasm, maintain effective working relationships both internally and externally via strong communication skills and be able to maintain a calm and balanced outlook whilst under pressure.Role PurposeOur Urgent & Emergency Care services in Doncaster continue to grow and this appointment will support Operations in maintaining and developing high quality urgent care services in Doncaster. Working closely with the Deputy Head of Urgent Care Operations, your role will be the front facing manager of the Emergency care services in Doncaster. You will be the first point of contact for all staff including receptionist, drivers, call handlers and clinical staff including Emergency Care Practitioners and GPs during your shiftRESPONSIBILITIES - Key areas of responsibility will include:Service Delivery - OperationsMonitor and support the Operational team during the Out of Hours periodDevelop in depth operational knowledge around running of shifts to enable identification of service delivery needs and support requiredMonitor and co-ordinate staff breaksUnderstand relevant Key Performance Indicators (KPIs) applicable to servicesMonitoring service activity to ensure compliance with KPIsProvide a clear handover at the end of the shift to Operational teams highlighting any area needing immediate action or follow upProvide a professional and high-quality call management service on behalf of local health care services including district nurses and GP practicesManagement of patients face to face in any of our services and ensure that they are correctly registered using nationally recognised software alongside identifying the appropriate care settingReceiving, recording and processing information accurately utilising nationally recognised software. You may utilise a telephone with headset to facilitate input of data whilst managing a callAdhere to pharmacy protocols and attend relevant training to be able to support cliniciansInitiate Business Continuity Plans (BCPs) and other major incident plans where requiredAct as first line contact for any complaints which you may receive on shift and resolve if possible or escalate where required. To be able to gather essential information quickly and accurately whilst remaining polite and courteousFollow policies and procedures at all times and ensure any revisions as a result of investigations or complaints are adoptedEngage and work with external stakeholders e.g. Yorkshire Ambulance Service and Trust personnel to ensure an integrated approach around patient careAttend regular training and staff meetingsSupport and train any new staff membersAdministrative duties as requiredTo work across a variety of shift patterns from daytime, evenings, overnight, weekends and Bank Holidays 365 days per year, being flexible to provide support cover in the event of holidays and sicknessOur key expectations are:Self-awareness Living authenticallyAdaptability- Being ready to adjust depending on the situationOpenness What you see is what you getPositivity with a real sense of being able to strive for the impossibleGenerosity of spirit- Everyday should be an opportunity to act with kindnessAbility to have fun Taking the role seriously, whilst being yourselfOur Why: To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.Values: Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:Fun: People rarely succeed unless they are having fun. Happiness is healthy!Awesome: We arent here to be average, were here to be awesome!Humble: Were here to make a difference to the lives of others, NOT to see how important we can becomeBrave: We challenge the norm. We have the courage to get the difficult jobs doneOompf: We have natural oompf! Its infectious!Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivityCome and be a part of our amazing team!We offer NHS PensionCycle to Work SchemeCareer Development OpportunitiesAttendance BonusStaff Benefit SchemeFree Tea & CoffeeEye Care ContributionsInformation Systems:Understand all systems relevant to Operations including understanding of data fields and sources. Ensure escalation and resolution of issues affecting the running of services where requiredWork with IT support team and Adastra to improve understandingProtect confidentiality of records transmitted to external stakeholders and operate within the principles of Data Protection and relevant local guidelines (Caldicott Principles)Ensure confidentiality on all matters relating to patients and do not release any information to anyone other than those acting in an official capacityPatient Engagement & Satisfaction:Understand patient satisfaction measures and encourage patients to provide feedback around serviceClinical Governance:Work with the Deputy Head of Urgent Care Business Quality & Improvement, Head of Urgent Care and clinical leads to ensure compliance with CQC standards and quality standards within commissioned contractsHave knowledge and understanding of all FCMS policies and procedures to ensure compliance across the servicesTraining and SupportParticipate in any relevant training and continuously identify training needs to assist your personal development with your line manager.General:Be credible at all times whilst upholding our valuesBuild trust with all relevant stakeholders, always acting as an ambassador for the businessDisability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancyDBS - The role is subject to a DBS check which will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).Person SpecificationSkills, Knowledge & Competencies - EssentialExcellent verbal and written communication skills, including presentation skillsOperational managementAble to work on own initiative and prioritise workloadAble to manage and prioritise multiple projects and tasksExcellent IT skills and able to use multiple software packagesA genuine interest in people and a positive mind-setAble to deal with diversity & challenge from patientsDesirableKnowledge of the local area and needs of local populationKnowledge of NHS complaints procedureKnowledge of the wider Doncaster Health economy e.g. Community servicesSpecific Job Requirements - EssentialRemaining calm under pressureAble to manage varying workloadsHigh emotional intelligenceCar driverQualifications - DesirableDiploma or equivalent experience at manager level.Healthcare related qualification5 GCSEs A -C or equivalent including English & MathematicsExperience - EssentialOperational management experienceExperience of working with IT systems including Adastra & NHS Pathways/ Ability to train on relevant systemsDesirableLine management experienceUnderstanding and awareness of Information GovernanceExperience and knowledge of safeguardingOther - EssentialRemaining calm under pressureAble to manage varying workloadsHigh emotional intelligenceCar driverThe organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.JBRP1_UKTJ