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Job Title:
Reporting To:
Department(s)/Location:
JOB PURPOSE
Provide recommendations and offer subject matter expertise to Senior Operational Management on
how to effectively deploy resources in order to achieve maximum efficiency and agreed service level
targets.
Accurately forecast call demand and deliver resource requirements to Operations at national and
local level for 1000+ staff across 4 regional centres and 5 local centres.
Deputise for the Resource & Capacity Planning Manager when necessary in all aspects of the role,
including the management of the Central Resource Team.
3.
ORGANISATIONAL POSITION
Resource Planners
4.
Resource Planning
Scheduler
Supporting 4 geographically distinct contact centres and 5 Local Centres, with circa 1000+ staff
members.
Assist Resource & Capacity Planning Manager in delivering resource requirements to the
organisation on an on-going basis. Provide support and information to Senior Operational
Management, in relation to the deployment of available resource.
Provide support for all members of the Central Resource Team, acting in a managerial capacity in
5.
MAIN DUTIES/RESPONSIBILITIES
Provide support for the Resource & Capacity Planning Manager, representing the Central Resource Team
in cross-directorate discussions, providing a resource-focussed viewpoint.
To ensure that information held within the resource planning tools is up-to-date and accurate enabling the
production of effective forecasts for the creation of shift patterns.
To design and implement national systems to track workforce development within NHS 24.
Design and review shifts and rotas in line with service requirements for all NHS 24's services, circa 1000
staff. Ensuring the best deployment of resource is achieved in order to meet all of NHS 24's service level
objectives.
Lead on specialist events, which will result in changes to call volumes/profiles and required resource
levels/deployment, such as Public Holidays, advertising campaigns and peak events, such as Festive and
Easter.
Represent the Resource Planning team in projects and provide input regarding what impact any new or
existing developments/initiatives have on our ability to achieve service level and the deployment of resources.
Deputise for Resource & Capacity Planning Manager as and when required
Lead, develop and support Resource Planners and Resource Planning Schedulers in all aspects of role.
Offering the team guidance on new initiatives and developments within NHS 24.
Support Resource & Capacity Planning Manager in strategic objectives, offering ideas and subject matter
expertise.
Drive forward the Operational Workforce Plan recommending targets for new financial year based on
historical trends and forthcoming initiatives. Maintain Workforce Plan throughout the year, highlighting any
variances against plan and offering potential solutions.
Extract and analyse historical call data from the Workforce Management System (WFM) and Symposium in
order to generate, monitor and predict call profiles.
Deal with queries from Senior Management regarding resource implications and offer best practice.
Develop, implement and maintain the Resource Planning processes and procedures, whilst continuously
striving to improve them, generating ideas and solutions.
Ensure frequent, open communication between Resource Planning and Real Time in order to
utilise feedback and understand service delivery trends which will improve planning performance.
Attend planning and performance meetings with Senior Management in order to offer resource predictions
and highlight any areas of concern, always offering recommendations for potential solution.
Liaise with the Recruitment team, making recommendations regarding contractual hours and working
patterns for new recruits. Influence the content of recruitment campaign literature.
Attend monthly Local Partnership Forum meetings, providing input and recommendations from a planning
and resource perspective on any issues which may affect service delivery.
Awareness and adherence to Working Time Regulations when implementing staff working patterns or any
6.
Desktop PC Equipment
Total View (Workforce Management System) Maintained by Resource Planning, but viewed by Managers
and support staff across the organisation. Extract, analyse, format and present data from all systems and
tools which are operated by Resource Planning.
Knowledge of various office equipment and filing systems.
Symposium (Automated Call Distribution System) Provides historical call data to allow call projections and
staffing projections to be made.
Corvu (Performance Management Tool) Interrogation of call data information to allow us to make necessary
resource calculations.
Microsoft Office Applications (Excel, Word, Outlook, PowerPoint and Access)
Intranet and internet
Webstation (Total View Interface) Viewed by Frontline staff and Management. Deal with queries in relation
to Webstation and provide ongoing support through training.
7.
Decision-making responsibility for the processes and procedures followed by various roles within Central
Resource Team.
Provide decisions to Senior Operational staff on requests to alter staff's working patterns, both short and long
term.
Work in conjunction with Senior Management Teams across all directorates to ensure any potential
developments/initiatives taking place have minimal negative impact on resource delivery.
8.
As a senior member of the Resource Planning team, there is a requirement to develop and maintain
relationships with a wide range of people, these include:Frontline staff
Human Resources 4 centres & Head Quarters
Payroll Team
Training Department
Information Services Team
IT
Service Support 4 centres
Clinical Service Managers
Service Delivery Analysts (Real Time)
Recruitment Department
Senior Operational Managers including Director Level
This list is not exhaustive
Communication with the above people/departments can take the form of telephone calls, E-mails, written
and face-to-face.
Tactfully resolve contentious issues as and when they occur. Empathise whilst maintaining professional
integrity and ensure any decisions taken have minimal impact service delivery.
Make recommendations to Resource & Capacity Planning Manager to take appropriate action to achieve
best outcome, ensuring minimal impact to service delivery
Peer group communication
Attending meetings and representing Resource Planning, as and when required.
Required to communicate on a range of complex matters at Senior Level as well as communicating on day
to day matters
10.
Working to tight deadlines in a pressurised environment whilst ensuring accuracy and most effective
decisions are taken.
Deal with conflicting priorities from Senior Management whilst demonstrating a professional and helpful
manner at all times.
Achieving the required resource in line with patient needs whilst adhering to government directives in
relation to flexible working and joint partnership working within the NHS.
11.
12.
Date:
Date: