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Detailed job description and main responsibilities

1. To prioritise / deploy and dispatch journeys to operational resources to ensure that Patient appointment times are met throughout the course of the shift, considering the use of both internal and external resources as appropriate and necessary.  

2. Liaise with the NEPTS Call Handlers with regard to patients’ conditions, mobility, appointments, collection / destination addresses and ready times.
3. To utilise the mapping and two-way data functionality of the ‘live data capture’ system to ensure efficient utilisation of operational resources, minimising delays and downtime.
4. To manage/monitor the daily patient activity utilising the Trust’s Patient Transport Information System, in particular patient appointment/discharge times, mobility, medical conditions, care packages and locations / destinations of patients and vehicles. 
5. To use the Trusts radio communication system in an appropriate and professional manner in accordance with Trust Policies and Standard Operating Procedures.
6. To respond to changes within the Patient Transport Service as requested in order to meet the requirements of the Customer and its commissioners.  
7. To undertake to be the ‘first point of contact’ in liaison with the customer, members of the public, patients and/or relatives that may contact the NEPTS Contact Centre out of core hours.
8. Liaise with Vehicle and Equipment Unit with reference to vehicle breakdown / faults of the NEPTS vehicles or contact the on call services in the case of vehicle breakdown.
9. To answer all telephones lines in a professional and courteous manner as per training received and any associated call scripts  as per the agreed Standard Operating Procedures.
10. To participate in any conference call as required for the relevant area of responsibility and acting accordingly upon the information received and given.  
11. To ensure that all crews have logged on and received all planned work. 
12. To produce reports as/ when required by the Contact Centre Manager.
13. To undertake any other responsible duties as required / directed by the Contact Centre Manager or the Locality manager (CC).
14. To participate as required in the Trust’s response to Major Incident’s as per agreed protocols.   
15. The post holder must adhere to the Trust’s Policies and Procedures.  
16. To undertake any training as deemed necessary by the Trust. This relates to internal and external training and may involve residential attendance.  
17. To actively participate in Team Meetings, suggesting where appropriate any changes to existing working practices in order to promote service delivery.
18. To participate in the Appraisal System to culminate in a Personal Development Plan in accordance with the Trust’s Policies and Procedures.
19. To ensure that customers and patients are contacted regarding their transport requirements, advising of any inability to meet these requirements and advise of any other options as soon as it is apparent that any genuine commitments cannot be met.
20. To refer any matters outside area of responsibility to either a Lead Dispatcher, Team Leader or Contact Centre Manager, Team Leader (NEPTS) or Senior Operations Manager.  
21. To participate in conjunction with the Trust’s commissioners in any initiatives that aim to improve service delivery.
22. To promote and enhance the image of the Trust at all times in accordance with Trust work rules, promoting good relations with the public, patients and other health care professional through effective and communication skills and a polite and professional manner.  
23. To participate in any audits or surveys that may be required by the Trust or its commissioners.
24. To ensure you remain up to date with all dispatch protocols checking the standard operation procedures and regular updates.
25. To undertake occasional planning duties as and when required by the Contact Centre Manager or Locality manager.