Amended Control Supervisor

Job Specification & Terms and Conditions

Job Title and Grade / Control Supervisor (Formerly Emergency Medical Controller Team Leader)
Grade Code: (To be advised)
Campaign Reference / NRS0598
Closing Date / Closing Date – Friday, 9th November 2012 @ 12 noon
Proposed Interview Date (s) / Week commencing 10th December 2012
Taking up Appointment / To be indicated at job offer stage.
Organisational Area / National Ambulance Service
Location of Post / National Ambulance Service (initial assignments to one of three NAS Areas)
Details of the HSE National Ambulance Structure are provided at:

Although initial assignment will be to one of the 3 National Ambulance Service Areas i.e. NAS North Leinster, NAS West or NAS South. It is anticipated that all post holders arising from this recruitment campaign will eventually be required to be based in the National Ambulance Service Control Centre in either Ballyshannon, Co Donegal or Dublin
Details of Service / The role and purpose of the National Ambulance Service is to provide a clinically appropriate and timely pre-hospital patient care and intermediate care service. Pre-hospital emergency care and intermediate care services are provided as an integral part of a continuum of care for patients/clients, and there is a requirement to work in partnership with other health care providers in both Scheduled and Unscheduled Healthcare Services.
Reporting Relationship
Responsible to / Area Operations Manager or designated alternate (eventually will be Control and Performance Manager)
Control Manager
Purpose of the Post / The role of the Control Supervisor is to manage a complement of staff dedicated to the operation of a Control and Communications Centre in order to efficiently and effectively manage and coordinate the utilisation of various forms of Emergency Ambulance (PHEC), Intermediate Care Service (ICS), Specialist (including Aeromedical)/Retrieval, Community/First Responder) resources to meet the needs of service users.
The Control Supervisor has a key role in delivering an effective response to emergencies within an established set of performance indicator response times. S/he will play a lead role in improving communication both within and externally to the Service, by performing their duties in line with the ethos of customer/client service.
The Control Supervisor is responsible for the efficient and effective control and utilisation of emergency ambulance and patient transport resources to meet service users’ needs in a timely manner and within the framework of policies, procedures and guidelines.
The Control Supervisor will also have administrative tasks to ensure the smooth running of the Ambulance Control Centre and to ensure that standards are met.
Principal Duties and Responsibilities /
Staff Supervision and Decision Making
  • Supervise a complement of staff in the Ambulance Control Centre.
  • Assume shared control along with other Control Supervisors for the day-to-day operational and administrative management of the Ambulance Control Centre.
  • To take the lead role in problem solving/decision making.
  • To maintain a high level of effectiveness and efficiency, by ensuring compliance with Standing Operational Procedures and fostering good working relationships within the Ambulance Control Centre.
  • To maintain agreed emergency response cover in the areas of operations (availability of resources).
  • To ensure that approved operational control procedures are observed and adhered to.
  • To drive adherence to performance standards
  • To operate all management procedures in relation to discipline, industrial relations agreements, rosters, training, leave, grievance and attendance management
  • To engage with hospitals in relation to Emergency Department turn around times
  • To ensure Dispatchers follow up with crews where activation time standards are not achieved
  • To provide information for the validation of staff overtime payroll claims.
  • To ensure that all ambulance requests are dealt with according to priority.
  • To ensure that all relevant telephone and radio calls are answered promptly and in a professional and customer related manner.
  • To take responsibility for vehicle breakdowns in the absence of a Paramedic Supervisor in an efficient and cost effective manner to maximize vehicle availability.
  • May be required to carry out the duties of a Control Manager in an “acting up” capacity.
  • Keeping the Control Manager apprised of all matters in relation to utilisation of resources.
Service Delivery and Performance
  • Develop and implement Tactical Deployment Plans designed to achieve response times performance
  • To ensure that all requests for EMS and ICS are dealt with appropriately with particular emphasis on “can do” approach ensuring the best outcomes for all patients and clients.
  • In line with the PHECC EMS Dispatch Standard, comply with all call categorisation as determined by a Medical Priority Dispatch System.
  • Provide appropriate pre arrival and post dispatch instructions in response to AS1 calls in a prompt and timely manner.
  • To comply with AQUA Audit on personal and Centre performance
  • To operate alternative referral pathways systems focussed on providing a more appropriate service to patients other than an ambulance or attendance at an Emergency Dept.
  • To operate such communications facilities as are required in order to achieve the job objective.
  • Liaise with non-health service agencies as required.
  • Operate the telephone switchboards and Group Text Systems.
  • Report unusual incidents and equipment faults to the Control Manager and where applicable arrange repair.
  • Undergo prescribed training (systems/communications/driving) courses as is necessary to maintain and improve professional skills.
  • Carry and operate communications/paging/mobile/telephone and visual (CCT etc) equipment as may be required.
Promote Personal Health & Wellbeing
  • In the context of delivering high quality services to patients/clients, maintaining a level of fitness and personal development appropriate to the role is essential
  • Demonstrate awareness of own stress levels and seek appropriate support
  • To ensure there is no smoking in the workplace
  • Be proactive in the community to identify risk, to reduce deaths and injuries
  • Deliver appropriate safety messages to those groups most at risk
  • Wear such uniforms and/or protective clothing as deemed necessary for the performance of his/her duties
Promote Safety, Health & Welfare At Work
  • Identify and report actual or potential hazards/risks in the work environment in accordance with the Health Service Executive Ambulance Service Safety Statement / deal with them appropriately
  • Take immediate action to minimise risks where it is reasonably practicable to do so
  • Operate equipment in accordance with Standing Operational Procedures and manufacturers instructions
  • Maintain the NAS standards of cleanliness
  • Be personally responsible for not undertaking any task or action which would knowingly cause risk to self, others, or to the Health Service Executive National Ambulance Service
  • As far as is reasonably practicable attempt to prevent other people from undertaking tasks or actions which would knowingly cause risk to themselves, others, or to the Health Service Executive National Ambulance Service
  • Participate in briefing/training sessions and carry out any agreed control measures and duties as instructed
  • Comply with all Health and Safety guidelines and be familiar with Safety Statements and Site Specific Statements
  • All accidents must be reported immediately in line with the Safety, Health and Welfare at Work Act, 2005 and all staff must comply with all safety regulations
  • In line with the Public Health (Tobacco) Acts 2002 & 2004, smoking within buildings and vehicles of the Health Service Executive is not permitted.
Administrative Responsibilities (Including Managing Resources & Information)
  • Record details and maintain records of duty hours in accordance with Service procedures
  • Maintain and submit records as required by a designated Manager
  • Undertake paperwork, such as recording routine tests on pieces of equipment
  • Maintain confidentiality of patient identifiable personal data using a non-identifiable alternative, where practicable, and limiting access on a strictly need to know basis.
  • To use and ensure use of all NAS technology to its full potential, regardless of function, within the Control Centre setting.
  • Identify how systems/procedures/protocols/guidelines can be improved, through technology or “smarter” working practices, to improve the delivery of service.
  • To maintain all appropriate archived data and voice recordings in line with the Policy - Records Management.
  • To ensure all disseminated revised documentation is circulated to all relevant staff, is signed for and that acknowledgment of such actions are documented and return to the relevant Control Manager.
  • To provide information for the validation of overtime payroll claims.
  • Extrapolate, collate, present and circulate regular daily reports on ambulance activation and response times standards, and such other statisticsand administration information as may be required from time to time. Such reports will be required to be uploaded to web based systems in the future
Tours of Duty
  • Be prepared to work to agreed rosters, carry out the duties of aControl Supervisor and be available for duty outside of normal rostered hours as and when the need may arise.
  • To foster good working relationships within the Control Centre.
  • To report to a Control Manager as designated by the Control and Performance Manager.
  • To comply with all present and future Standing Operational Procedures including Clinical, Operational and Control related.
  • Accept responsibility for security of the Control Centre, specialist vehicles and equipment where appropriate.
Development, Education & Training
  • Be prepared to undertake continuous professional development opportunities
  • Undergo such training as may be prescribed by the NAS for both organisational and individual development
  • Identify developmental opportunities within the work context and take part in activities, which lead to personal and professional development
  • To mentor Trainees and foster an atmosphere of learning by example.
  • To undergo such training as may be prescribed by the National Ambulance Service for both organisational and individual development including any training to achieve certification with PHECC.
  • Attend supervision, appraisal and performance review sessions with Control Managers as required.
  • To facilitate Student Paramedics in relation to Control Placements
Other Requirements of the Post
  • Have a working knowledge of HIQA Standards as they apply to the role for example, Standards for Healthcare, National Key Performance Indicators for Pre Hospital Emergency Care, etc.
  • Other tasks reasonably and normally incidental to the post are set out in Health Service Executive National Ambulance Service Policies, Training, Operational and Health and Safety instructions, Standing Operational Procedures, Code of Conduct and general information circulars.
  • You will be required to have a mobile telephone or approved item of communications equipment for urgent or necessary calls/contact during and outside working hours
  • Any other duties which may be assigned from time to time by the Area Operations Manager or designated alternate
This post will be affected by the ongoing Reconfiguration and Clinical Care Programmes and successful candidates should be aware that significant change in the structure and operation of Ambulance Control Centres is anticipated including assimilation of additional services including but not limited to:
  • GP Out of Hours Call Taking
  • HSE Information/Advice Lines
  • Hospital Bed Bureau
  • Workforce Planning
The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.
Eligibility Criteria
Qualifications and/ or experience / Candidates must have at the closing date of application: -
(a)Candidates must possess the requisite knowledge and ability, including a high standard of suitability, for the proper discharge of the duties of the office
(b)Minimum of two years experience in an Ambulance Control Centre comprised of both Call Taking and Dispatch roles.
(c)Be the holder of a current full unendorsed Class C1 and full unendorsed Class D1 driving licence – (Note UK 101 Restriction, NI 79 (NFHR) Restriction & Irish 78 Restriction is not acceptable)
PLEASE NOTE: - Driving Tests passed after closing date of this campaign i.e. Friday, 9th November 2012@ 12 noonwill not be accepted.
Age
Age restrictions shall only apply to a candidate where he/she is not classified as a new entrant (within the meaning of the Public Service Superannuation Act, 2004). A candidate who is not classified as a new entrant must be under 65 years of age on the first day of the month in which the latest date for receiving completed application forms for the office occurs.
Health
A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.
Character
Each candidate for and any person holding the office must be of good character.
Post Specific Requirements / Any post specific requirement will indicated at expression of interest stage if applicable
Skills, competencies and/or knowledge /
  • Demonstrate significant professional knowledge regarding Ambulance Services.
  • Demonstrate the ability to plan and deliver a quality service including the ability to deal accurately and effectively with incidents in a time critical situations.
  • Demonstrate the ability to multi task and cope under pressure while maintaining composure.
  • Demonstrate initiative, flexibility and problem solving skills especially with regard to working in the changing environment of the National Ambulance Service.
  • Demonstrate effective teamwork skills.
  • Demonstrate effective leadership skills.
  • Demonstrate strong communication and interpersonal skills.
  • Demonstrate verbal, listening and written acuity skills in a multi tasking environment.
  • Demonstrate empathy and caring skills especially in relation to providing a quality service to patients/clients.

Campaign Specific Selection Process
Ranking/Shortlisting / Interview / A ranking and or short-listing exercise may be carried out on the basis of information supplied in your application form. The criteria for ranking and or short-listing are based on the requirements of the post as outlined in the eligibility criteria and skills, competencies and/or knowledge section of this job specification. Therefore it is very important that you think about your experience in light of those requirements.
Failure to include information regarding these requirements may result in you not being called forward to the next stage of the selection process.
Those successful at the ranking stage of this process (where applied) will be placed on an order of merit and will be called to interview in ‘bands’ depending on the service needs of the organisation.
Code of Practice / The Health Service Executivewill run this campaign in compliance with the Code of Practice prepared by the Commission for Public Service Appointments (CPSA). The Code of Practice sets out how the core principles of probity, merit, equity and fairness might be applied on a principle basis. The Code also specifies the responsibilities placed on candidates, facilities for feedback to applicantson matters relating to their application when requested, and outlines procedures in relation to requests for a review of the recruitment and selection process and review in relation to allegations of a breach of the Code of Practice. Additional information on the HSE’s review process is available in the document posted with each vacancy entitled “Code of Practice, Information for Candidates”.
Codes of practice are published by the CPSA and are available on the document posted with each vacancy entitled “Code of Practice, Information for Candidates” or on
The reform programme outlined for the Health Services may impact on this role and as structures change the job description may be reviewed.
This job description is a guide to the general range of duties assigned to the post holder. It is intended to be neither definitive nor restrictive and is subject to periodic review with the employee concerned.

Control Supervisor

Terms and Conditions of Employment

Tenure / A panel will be created from this campaign from which current and future permanent, specified purpose, whole-time and part time posts will be filled. The tenure of these posts will be indicated at “expression of interest” stage. The posts are pensionable.
Appointment as an employee of the Health Service Executive is governed by the Health Act 2004 and the Public Service Management (Recruitment and Appointment) Act 2004.
Remuneration / The Salary Scale (as at 01/01/10)for the post is:

€40,209 – €41,522 – €42,834 – €44,146 – €45,458 –LSI (1)€46,980 – LSI (2)€48,496

Shift and weekend premia payments may also apply.
Working Week / The standard weekly working hours of attendance for your grade are 39 hours per week. Your normal weekly working hours are 39 averaged over a specified timeframe locally, e.g. 2 weeks (78 hours) or 4 weeks (156 hours), etc. as appropriate to service levels in place. Contracted hours which are less than the standard weekly working hours for your grade will be paid pro-rata to the full-time equivalent.
You will be required to work the agreed roster arrangements advised to you by your line manager. Where you are required to work unsocial hours and/or night duty you will be remunerated at the nationally approved rates for your pay grade.
Where you are not assigned to a roster, your Manager will notify the working hours allocated to you at least 24 hours in advance. Where an unforeseen event such as staff availing of bereavement, force majeure, paternity or sick leave, staff injury, Stress Management stand down, a major emergency or critical staff shortage occurs, you will be required to change allocated working hours (& leave) at short notice, i.e. less than 24 hours notice.
HSE Circular 003-2009 “Matching Working Patterns to Service Needs (Extended Working Day / Week Arrangements); Framework for Implementation of Clause 30.4 of Towards 2016” applies. Under the terms of this circular, all new entrants and staff appointed to promotional posts from Dec 16th 2008 will be required to work agreed roster / on call arrangements as advised by their line manager. Contracted hours of work are liable to change between the hours of 8am-8pm over seven days to meet the requirements for extended day services in accordance with the terms of the Framework Agreement (Implementation of Clause 30.4 of Towards 2016).