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Detailed job description and main responsibilities

The post holder will:
1. Analyze and review statistical information produced manually and by the technical systems. Translate the information into a useable and effective 
format to inform the clinical shift managers/Heads of Department of service level and individual’s performance, and necessary management 
interventions considering internal and external variables.
2. Monitor performance by contracts in real time across all call centres and 
take mitigating actions as required and as per escalation process when 
necessary to ensure the best outcome is achieved within the available 
resources, working towards maintaining successful delivery of the national and locally negotiated 111 targets.
3. Understand activity by contract and use of telephony/reporting systems. To work within and ensure other staff adhere to Trust telephony and ICT
procedures and protocols at all times. 
4. Maintain and ensure safety and maintenance of a high quality service to 
the patients who call 111

5.Be responsible for achievement against agreed targets and performance 
indicators, reporting regularly to the NHS111 management team on all 
resource utilisation aspects highlighting specifically on service
performance.
6. Liaise closely with the operational management team/on-call manager as per escalation and operational procedures.
7. Work in collaboration with the planning and performance team to ensure the appropriate level of NHS111 resources are planned and rostered to meet the demands of the service.
8. To be aware of service developments and their implications and to keep up to date with Trust policies and procedures. Supporting the Heads/Clinical Shift Manager team in the implementation of the services strategic plan. 
9. Support the daily management of NHS 111 critical systems and 
information systems, including Directory of Services, CAD/Adastra, and 
telephony systems ensuring that the service provided enhances patient 
experience.
10.To undertake duties as part of escalation, high demand and fall back 
procedures in line with 111 procedures and Trust policies.
11.To understand, adhere to and promote the principles of risk management in relation to patient and staff wellbeing, the physical environment and the systems in use and to follow local guidance for action and reporting upon identification of risk.

16. The post holder is accountable for the line management of their delegated team within the NHS 111 managerial structure and will ensure that they and their staff are supported and developed in order for them to deliver against personal and Trust objectives, paying particular attention to the development of their teams, regularly reviewing individual performance to ensure that they are able to meet clear performance objectives.
17. Ensuring their teams development needs are met through education and development, coaching support when necessary, and to ensure that all 
management processes are open, transparent, and conform to best practice and Trust policy, in line with regulatory bodies (including CQC). 
18. To support staff in the maintenance of their CPD portfolios or training and development initiatives undertaken in the CCC. 
19. To ensure that all Call Handlers follow Pathways Licensing requirements/ Trust policies and procedures at all times.
20. The post holder is accountable for their professional development and is required to maintain personal and professional development, and undertake any new qualifications as required. Ensure personal levels of competence in NHS Pathways and Trust systems are maintained to a high standard and undertake any ongoing training or formal assessment required to meet the standards required to be an 111 Call Handler in line with NHS Pathways licence. Keeping their Pathways licence current by taking live calls as and when required.