JOB DESCRIPTION. Emergency Ambulance Control (EAC) Quality Assurance Auditor. Assistant Director of Control and Communications

Transcription

1 JOB DESCRIPTION POST: REPORTS TO: RESPONSIBLE TO: LOCATION: JOB SUMMARY Emergency Ambulance Control (EAC) Quality Assurance Auditor Control Training and Quality Assurance Officer Assistant Director of Control and Communications Control Training and Quality Improvement Unit (CTQIU) The post holder will be responsible for contributing to the quality assurance of the clinical triage system, Advanced Medical Priority Dispatch System (AMPDS) which is currently used by the Emergency Medical Dispatcher s (EMD s) within the Emergency Ambulance Control (EAC) to process emergency calls in accordance with the International Academies for Emergency Dispatch (IAED) standards. As an integral member of the Quality Assurance team, he/she will contribute to ensuring that the Trust provides and maintains the highest levels of patient care during the call handling process. Main Duties and Responsibilities 1. To extract emergency calls from the automated software tool based on the IAED Protocols (ProQa), importing emergency calls into the Advanced Quality Assurance software (AQUA) as required, export data from the Computer Aided Dispatch (CAD) System and audio recording/playback system in accordance with the standards set by the IAED to enable random and special case reviews to be conducted by the IAED, Control Training and Quality Assurance Officers and EAC Quality Assurance Auditor. 2. Random Case Review To conduct random case reviews of emergency calls using AQUA to measure Protocol compliance in accordance with the IAED Scoring Standards. To produce individual Case Evaluation Records to verify compliance or non compliance with IAED Scoring Standards within the associated timeframes. To provide written reinforcement or improvement feedback for individual EMD s based on their Protocol Compliance or non compliance and customer service to be delivered by the Control Training and Quality Assurance Officers and Duty Performance

2 Managers (DPM s) within the associated timeframes. To deliver verbal reinforcement or improvement feedback for individual EMD s based on their Protocol Compliance or non compliance and customer service, if appropriate and necessary within the associated timeframes. 3. Special Case Review To conduct case reviews of emergency calls as part of the implementation of individual EMD Remedial Action Plans as identified by the Control Training and Quality Assurance Officers following special case reviews within the associated timeframes. To conduct special case reviews of emergency calls generated by external and internal stakeholders using AQUA to measure Protocol compliance in accordance with the IAED Scoring Standards as required. To produce individual Case Evaluation Records to verify compliance or non compliance with IAED Scoring Standards within the associated timeframes as required. To provide written reinforcement or improvement feedback for individual EMD s based on their Protocol Compliance or non compliance and customer service to be delivered by the Control Training and Quality Assurance Officers within the associated timeframes as required. 4. To assist the Quality Assurance Team to achieve and maintain Accreditation with the IAED as a Centre of Excellence. 5. To ensure effective communication within the job role in order to enhance working relationships with both internal and external stakeholders, ensuring issues are prioritised and appropriate action taken as required. 6. Whilst conducting random and special case reviews, proactively recognise instances of exemplary call handling that could be used enhance the profile of the Trust and disseminate this information to the relevant Managers for consideration. 7. To advise the Control Training and Quality Assurance Officer s of changes or trends that may have an impact on the effective delivery of the AMPDS call handling process. 8. To attend internal and external meetings and working groups, contributing to the meetings and bring back key actions and points for discussion with appropriate managers within the organisation, as appropriate to the job role. CONB5_EAC_QA_AUDTR_ Page 2 of 7

3 9. To implement and propose changes to Quality Assurance and Quality Improvement policies and procedures. 10. To assist the Control Training and Quality Assurance Officer s to design, deliver and evaluate Control activities as required. 11. May be required to undertake call handling duties as an Emergency Medical Dispatcher (EMD) in accordance with the EMD job description eg in the event of a Major Incident. Financial Responsibilities 1. To order stationery and supplies, and maintain stock control, as required. Information Resources 1. To produce reports for the Quality Assurance Team and Senior Management Team including Individual Employee Protocol Compliance Reports, EAC Protocol Compliance reports, Determinant Drift Reports and Quality Improvement Summary Reports. 2. To produce reports for input into formal complaints or enquiries. 3. To ensure the development and maintenance of efficient and effective manual and computerised information systems and the implementation of improvements and additions required, in accordance with Trust and IAED policies and procedures. 4. To contribute to the maintenance of Control Training and Quality Assurance training records to ensure all statutory/refresher training is identified in a timely manner to enable the effective planning of all training on an annual basis. General 1. To ensure that statutory regulations and Trust policies and procedures are implemented and adhered to at all times. 2. To take part in staff development programmes and annual development reviews and/or undertakes further training if and when required. 3. To act at all times in a manner consistent with legislation, policy and procedures in respect of Equality and Diversity. 4. To work to the mission and values of the Trust and display high standards of integrity and professionalism towards clients and colleagues. CONB5_EAC_QA_AUDTR_ Page 3 of 7

4 5. To continuously develop and update own knowledge and skills within the job role and contribute to setting own work objectives. 6. To possess excellent communication and interpersonal skills in order to work effectively with clients and colleagues at all levels, both internally and externally. 7. To possess excellent planning and organizational skills with an ability to prioritise own workload within tight timescales and to set and work to agreed objectives. 8. To undertake any other duties relevant to the post as may be assigned from time to time which are consistent with the responsibilities of the Band. The duties outlined in this job description serve as a guide to the current and major responsibilities of the post. The duties and obligations associated with the job will inevitably vary and develop and the job description will be reviewed on a regular basis. Changes will be subject to consultation with the job-holder. CONB5_EAC_QA_AUDTR_ Page 4 of 7

5 PERSONNEL SPECIFICATION POST: Emergency Ambulance Control (EAC) Quality Assurance Auditor BAND: 5 REPORTS TO: RESPONSIBLE TO: Control Training and Quality Assurance Officer Assistant Director of Control and Communication APPLICANTS MUST CLEARLY DEMONSTRATE IN THE APPLICATION FORM HOW THEY MEET THE UNDERNOTED CRITERIA. ONLY INFORMATION CONTAINED IN THE APPLICATION FORM WILL BE CONSIDERED AT SHORTLISTING ESSENTIAL CRITERIA 1. 5 GCSEs at Grade C or above, including English/English Language or equivalent educational qualifications and must demonstrate a minimum of two years working experience operating the AMPDS. OR Must demonstrate a minimum of three years working experience operating AMPDS. 2. Must hold current Emergency Medical Dispatch (EMD) Certification and must achieve recertification every 2 years. 3. Must attain Emergency Medical Dispatch Quality (EMD-Q) Certification. 4. A working knowledge and experience of Microsoft Office. APPLICANTS WITH EDUCATIONAL QUALIFICATIONS WHICH ARE EQUIVALENT TO THOSE ABOVE MAY APPLY. THE ADMISSIBILITY OF THE QUALIFICATION WILL BE DETERMINED AT SHORTLISTING. THE TRUST RESERVES THE RIGHT TO DECIDE ON EQUIVALENCY CONB5_EAC_QA_AUDTR_ Page 5 of 7

6 Quality RESPONSIBILITIES OF ALL NORTHERN IRELAND AMBULANCE SERVICE EMPLOYEES The Northern Ireland Ambulance Service is committed to providing the highest possible quality of service to patients and the community. Members of staff of the Trust are expected, at all times, to provide a caring service and to treat those with whom they come into contact in a courteous and respectful manner. Health and Safety You have the responsibility to make youself aware of, and to conform to, the Trust s Health and Safety Policy and other Health and Safety Policies applicable to your workplace and all relevant statutory provisions, including codes of Practice and Guidance. Action on Smoking Policy All employees must comply with the Trust s Action on Smoking Policy. Equality Schemes All employees must adhere to the Trust s Equality Scheme in accordance with Section 75 of the Northern Ireland Act 1998 to promote equality of opportunity:- - between persons of different religious belief, political opinion, racial group, age, marital status, or sexual orientation; - between men and women generally; - between persons with a disability and persons without; - between persons with dependants and persons without. Applicants must comply with all other policies and procedures of the Trust. Human Rights All employees must support the Trust in complying with its obligations under Human Rights legislation. Records Management The post holder has responsibility for the creation and maintenance of records in accordance with Trust s Records Management Policy, Freedom of Information Policy and Data Protection Act 1998 Policy i.e if required to do so, obtain, process and or/use information held on a computer in a fair and lawful way, to hold only for specified registered purposes and to use or disclose the data only to authorised persons or organisations. CONB5_EAC_QA_AUDTR_ Page 6 of 7

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