Benjamin Collict Email & Phone Number

Having been at South East Coast Ambulance Service for 8 years, I have achieved a lot in my own self-development along with broadening my skills to be able to specialise in Control Room Management along with service user support for the patients that contact the service through 999 and 111. I started my journey taking a wide variety of challenging 999 calls as an Emergency Medical Advisor (EMA) progressing to dealing with a variety of demanding situations including Major Indents.Whilst I was a 999 Call Handler, I was exposed to a variety of demanding calls which have helped me to become resilient, assertive, and professional whilst dealing with a range of situations and the subsequent emotions that callers have been presenting with. These experiences will prove useful when dealing with customers, colleagues, or stakeholders in a normal day-to-day scenario but also in a time of need and emergency.In my role as a Critical Systems Analyst, I am the decision-maker for any technical incidents that occur within the control room. For example, I will decide if the system is stable enough or whether to enact the business contingency plans. I use the information that I have been given along with my knowledge of the system and past incidents. There is a similar process for undertaking planned maintenance that would require system downtime or have any service-affecting impact.A key skill to being successful in my role today is stakeholder management. This is important as we are the crucial link between operational staff and the core IT team. I communicate with the teams about changes happening and create training material for system changes. I look for their feedback on changes implemented and what changes they are expecting from the system. I now hold a change board alongside our department's head. This was introduced due to conflicting ’High Priority’ changes. Now we review all system changes at this board with representation from each department so we can fairly grade each change and understand the priorities and what needs working on. Working in this way means we can have clear communication, expectations are set, staff feel involved and we can use supplier time effectivelyIn conclusion, my time in the ambulance service has seen me develop professionally into a forward-thinking, intuitive member of staff. I enjoy challenging myself both professionally and emotionally and have a passion for learning and constantly ensuring we improve our ways of working. I feel now is the right time to apply for an amazing opportunity to progress in a new field.

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  Ringmer Community College

  Distinction