CALL HANDLER OBSERVATIONS



-28575542925Team Leader /Team Leader AssistantTraining Handbook417830229235Name of Employee: ________________________________00Name of Employee: ________________________________417830336550 Date of Induction: _________________________________ Trainers Name: __________________________________ Date of Completion: _______________________________00 Date of Induction: _________________________________ Trainers Name: __________________________________ Date of Completion: _______________________________4815205161925Edition201900Edition2019Contents Training Log ……………………………………………………………………………3Competences …………………………………………………………………………4-5Progress Feedback …………………………………………………………………… 6- 10Review Questions ……………………………………………………………………..11Training LogThe following table should be completed at every training session until you are signed off. SessionDateTime Trainer / BuddyAttendedArrived on TimeAdhered to Dress PolicyTrainer / Buddy SignTrainee Sign1YesNoYesNoYesNo2YesNoYesNoYesNo3YesNoYesNoYesNo4YesNoYesNoYesNo5YesNoYesNoYesNo6YesNoYesNoYesNo7YesNoYesNoYesNo8YesNoYesNoYesNo9YesNoYesNoYesNo10YesNoYesNoYesNoTeam Leader / Team Leader Assistant Competences – High DemonstratesDate Date Date Date Assist in monitoring call scan / inbox / despatch screen / call backs / case streamingSystems failure, ability to run a shift i.e. t/c manually via call sheets / back up mobile phones etcComfort calls process and allocation of responsibilitiesUnderstand VD role and ability to step in and cover if neededUnderstanding of NQR’s / BreachesAbility to give full overview of activity / pressures (in TL’s absence)How to contact other providers i.e. NHS 111, Care UK, Malling Health etc E17Code of conductTrainer Sign & Date Trainee Sign & Date 0 = Not met 1 = Partially met 2 = Fully metTeam Leader / Team Leader Assistant Competences – Medium DemonstratesDate Date Date Date Allocate Call Handler roles (NHS111 / Despatching / Reception Cover - GLS)Check rotas to ensure all staff are on duty across all locations & report absence and lateness TL reporting system Assist in finding replacement staff for cancelled shifts (weekend) when instructed by TLWork with TL to ensure team is working effectively at GLS and PCC’sAssist & support all staff / doctors when requiredAdvise on call Associate Medical Director of Special Project calls if applicable i.e. HMP, when instructed by TL and familiarise with all proceduresE04Issue controlled drugs in TL’s absence following procedure Call recording procedure - Number traces (no contacts) – Mitel, database search?etcUnlock user / Re-set passwords on Aadastra Emails & texts for Rotamaster S06Courtesy vehicles Contacting the Medical Director & on call Manager E04How to use translation services P01Facilities procedure Trainer Sign & Date Trainee Sign & Date 0 = Not met 1 = Partially met 2 = Fully metTeam Leader / Team Leader Assistant Competences – LowDemonstratesDate Date Date Date Awareness of Special ProjectsSTB69STB47SP09STB59RO05Check Interlinkage on AdastraRecognise and provide coaching / training / assistance to all staff members Report and deal with where appropriate problems involving the Adastra system, understand IT issues reporting system A05Prepare emergency stock requests for PCC’sUnderstand fire evacuation proceduresAdd special notes to Adastra, rota amendments on TL reportChange back up tape (am weekends and bank holidays)Knowledge of policies & proceduresArrange safe and well check when instructed by TL’sS01Adapt rota’s to meet business needsTrainer Sign & Date Trainee Sign & Date 0 = Not met 1 = Partially met 2 = Fully metProgress / Feedback Diary To be completed by Trainer regarding Call Handler performance, progress, knowledge & understanding. Date Trainee Learning / Feedback Trainer Learning / Feedback Trainee print nameSignature of trainee Trainerprint nameSignature of trainer Progress / Feedback Diary To be completed by Trainer regarding Call Handler performance, progress, knowledge & understanding. Date Trainee Learning / Feedback Trainer Learning / Feedback Trainee print nameSignature of trainee Trainerprint nameSignature of trainer Progress / Feedback Diary To be completed by Trainer regarding Call Handler performance, progress, knowledge & understanding. Date Trainee Learning / Feedback Trainer Learning / Feedback Trainee print nameSignature of trainee Trainerprint nameSignature of trainer Progress / Feedback Diary To be completed by Trainer regarding Call Handler performance, progress, knowledge & understanding. Date Trainee Learning / Feedback Trainer Learning / Feedback Trainee print nameSignature of trainee Trainerprint nameSignature of trainer Progress / Feedback Diary To be completed by Trainer regarding Call Handler performance, progress, knowledge & understanding. Date Trainee Learning / Feedback Trainer Learning / Feedback Trainee print nameSignature of trainee Trainerprint nameSignature of trainer Discussion / Review Questions The following questions are for discussion as appropriate following review. Please summarise responses.When should you change the back up tapes? Where can you locate Badger policies & procedures? What is the fire evacuation procedure? How would you run the shift if all computers & phones went down? Where would you log if staff haven’t turned up for work or arrived late? Who would you notify if we received a Birmingham Prison call? What do you need to ensure you sent emailed across before finishing your shift? How would you deal with a patient who has a language barrier? What procedure would you follow to issue controlled drugs? What is the procedure for listening to call recordings? ................
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