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Detailed job description and main responsibilities

The post holder will:
Provide system operational support and resilience across the NCL ICB on a day-to-day basis. Supporting the efficient and effective patient flow and transfer of patient care, managing escalations and operational issues to maintain delivery of services and identify opportunities for service developments and innovations.

Be responsible for monitoring key operational, clinical and quality metrics via a range of dashboards to swiftly identify deterioration in UEC performance across the system and escalate where required.

Work with senior managers and Directors to implement all national and local guidance and ensuring system assurance is established through clear actions and pre-set targets.

Be expected to provide and receive highly complex information that is sensitive in nature and is imperative in the operations of the SCC function and ensure strong communication methods are effectively implemented to ensure the key message is relayed.

Key Working Relationships:
• Internal ICB staff including managers, colleagues and senior management as appropriate.
• NHSE regional and national team representatives
• External staff from partner organisations and other NHS trusts
• Non-NHS organisations
• Members of the public and service users as appropriate

Main Responsibilities

• To engage and liaise with internal and external stakeholders in order to support the delivery of day-to-day activities to manage system flow and escalation and ensure completion of appropriate reporting.
• To support the identification and sharing of best practice
• To operate in a highly political and sensitive environment
• To support the chair in daily System Resilience calls, challenging partners, gaining assurance and clarifying actions as required to improve or maintain flow.
• Day to day coordination of information flow through established dashboards, frameworks and protocols
• Ensure that patient safety and wellbeing is being considered at all times of increased system pressure.
• Escalate areas of concern at system level through following frameworks within the ICB structure
• Deputise as required to ensure service delivery.
• Work closely with system partners to maintain day to day management of system performance and resolution of issues as they arise.
• Provide a consistent resource for day-to-day escalations from system partners and for out of area escalations.
• Support the maintenance and delivery of key operational targets within the system.
• Lead on the daily operational reporting requirements both internally and external as required.
• Prepare presentations and formal reports on behalf of the System Flow & Operations Team
• Own and manage a portfolio of projects.
• Managing NHSE requests for daily/weekly reports as required.
• Timely completion of Bank Holiday/Christmas plans
• Maintain effective communication with key stakeholders both internal and externally to support service delivery.
• Identify areas for improvement and liaise with senior managers to recommend inclusion in rapid cycles of improvement and projects.
• Opportunity to become involved in projects to enhance performance across UEC within the system.
• Daily use of performance monitoring tools (Eg CAD, local dashboards) to monitor system performance, identify areas of risk and engage with system partners as required to address areas of risk in a proactive manner.
• Drafting reports summarising status on issues, impacts, aspiring outcomes and providing progress reports as required.
• Analyse, interpret and present very complex data to highlight issues, risks and support decision making.

The SSC will have a 7 day working pattern. This role will be required to partake in a 5 day (37.5 hours) working pattern that includes working on weekends and Bank Holidays.