Michael Simpson Email & Phone Number

London, United Kingdom

I provide business support to the Associate Director of Ambulance Operations, North Central Sector. I am responsible/accountable for:• Supporting my manager in the achievement of objectives, planning and tasks, managing actions assigned to him from high level internal/external meetings and from the Trust’s business plan• Management of Sector business to ensure agreed objectives are articulated and delivered through an efficient, high quality confidential and timely service, exercising sound judgement• Monitoring our Sector’s performance to ensure key metrics across the directorate are reviewed and remedial actions taken where necessary• Building and maintaining effective relationships with internal/external stakeholders, managing expectations and proactively creating opportunities to improve, change and streamline processes• Providing accurate, timely and reliable reports and papers to my manager, analysing substantial and complex data and information in order to present a position and suggest future courses of action• Developing and reviewing operational policies and standing operating procedures to ensure all are up to date at all times, escalating any breaches• Timely and successful delivery of projects using a high degree of personal judgement to ensure work stream progress, quality and completion within deadlines, working with a high level of autonomy• Planning and organising a wide range of ongoing highly complex activities and programmes in line with Sector objectives, formulating and adjusting plans as required• Acting as a point of contact for my manager and liaising internally/externally with all levels of management, staff and trade unions• Developing Business Impact Analysis and Business Continuity Plans, ensuring arrangements are in place for any eventuality which may require a change to current working practices• Being a role model of positive and inspirational leadership, I aim to lead by example as an approachable and conscientious manager

London, United Kingdom

I held responsibility for day-to-day management and leadership of my team, ensuring that coordinators were fully trained and proficient. My duties included:- deputising for managers- monitoring of compliance to Trust policies, taking action to rectify any breaches- adapting systems to meet changing Trust requirements such as interrogation of system records, user management, input of new rotas, maintenance and correction of records- training new Coordinators in all aspects of our work to enable them to carry out their duties to a high standard- training staff in new applications, or changes to existing or systems/procedures- investigating complaints made against staff or procedures, reporting to my managers- regularly undertaking research projects- management and auditing the allocation of staff over a number of remote sites on a fair and equitable basis to cover deficiencies, ensuring optimal operational cover- using creativity, imagination and innovative ideas to resolve resourcing issues and problems, which prevent the Service from providing the provision of high quality patient care- maintaining regular contact with staff in many directorates to deal with a range of complex and often contentious matters/information where outcomes have substantial implications- carrying out annual appraisals with team members- working in close liaison with local management teams, assisting in the Trust's management of issues such as sickness and unauthorised absence- regularly liaising with training providers, maintaining staff skills by allocating to appropriate training courses and updating records accordingly- conducting regular audits and analysis of information and make appropriate recommendations- analysing and collating real-time information to produce a clear picture of actual and predictive staffing levels and vehicle availability, initiating improvements where deficiencies occur

London, United Kingdom

As a Coordinator I set rotas and schedules for ambulance crews dealing with patients in London, ensuring we had optimum staffing levels 24 hours a day to meet an ever increasing demand.Using GRS, the Global Rostering System, I worked to ensure core members of staff with regularly scheduled hours, relief staff who fill in the gaps in our manning, and managers/directors with on-call rotas were fulfilling their contracts by working a varying shift pattern on a rotating basis. Being a 24-hour service without absolute end times for our staff we needed to adjust each employee's individual duties, eg. by granting them additional time in-lieu if attending to a patient and finishing many hours after their shift end time.My daily tasks included granting annual leave to staff while ensuring target staffing levels, booking overtime to make up for any gaps/spaces in our availability, placing staff onto training courses to keep their skills up-to-date and accurate, responding to emails and phone calls from senior managers, and deputising for the Seniors when they were unavailable.Every morning we paired together members of staff who have been left single due to sickness or absence, making certain all trainees were placed with a qualified paramedic while moving medics from trucks to fast-response cars to attend to as many incidents within our eight minute targets as possible. Every evening we planned shifts for relief staff members for the following 6 weeks to fill gaps in our resourcing, however we often didn't have enough shifts available and needed to wait for a spot to open up.Throughout the day I constantly re-prioritised my daily duties as some crew members became sick, received upsetting information about family, dealt with difficult calls that raised clinical concerns or were assaulted by the public. That left their crewmate unable to work on their own so again we looked at our resourcing.

London, United Kingdom

I started at the Service taking 999 emergency calls for ambulances, triaging each case under a specific medical protocol, chosen based on information from the caller. I balanced empathy with a sense of urgency as I questioned the caller to ensure we had an accurate and complete understanding of the situation so the correct response could be sent from our crews. My enjoyment of the role showed with exam results above 96% each time and a Quality & Compliance score of 100% for 12 months. Within my time I received feedback letting me know that the clear and concise CPR instructions I gave saved the life of a 38-year-old woman while also managing to deliver 3 babies over the phone.Following on from taking calls I worked on the Distribution & Dispatch Support desk, performing multiple tasks simultaneously while constantly but consistently re-prioritising for best execution. I was responsible for mobilising crews to different parts of the city to cover areas of greatest need, I performed welfare checks on patients to find out if their condition had changed or improved, and re-triaged if needed. I also liaised with all other London services such as the Met Police, LFB, Coastguard and other agencies when a multi-Service approach was needed. Part of the responsibility of this position was to prepare reports for management regarding various aspects of the Service, crew and patient related, based on daily statistics. While in this role I trained other call-takers to work on this desk by ensuring they had a robust knowledge and complete understanding by guiding, coaching and setting assessments.

Dublin, Ireland

At Sky Ireland I worked as a Sales Advisor for Television, Broadband Internet and Talk services, tailoring packages to suit customer's needs and figuring out how to meet their household requirements. I took on extra responsibilities within my team and department to streamline our functions, making our roles more efficient and productive for the company.While there I had the opportunity to experience many different and exciting leadership-type roles:• I was requested to floor-walk for another department, helping a technical team with unfamiliar sales tasks• I was asked to consult on a re-design of multiple sales trackers into a single functional system• I was seen as a point of contact when colleagues with similar experience levels were unsure of something, knowing that of all Advisors I was the most knowledgeable of the system, changes and improvementsI was an iKnow Champion for the Sales department, working as part of a team to keep a knowledge base up-to-date and encouraging usage throughout the department. iKnow was seen as a reference guide for all of the information we would need to perform our jobs fully and while encouraging its use I developed its content.This role required me to act as a point of contact for 3 Sales teams if they had questions about procedure or content while encouraging them to use the system to find answers to their questions. We hoped to empower Advisors to take ownership of each problem they came across and to solve it themselves by using the tools given.As an iKnow Champion I took part in calls with Champions across other UK sites, sent in a request to update an article (which earned me a Certificate of Appreciation) and joined together with the TV Technical Department to learn more about their role.Because I was passionate about the role and interested in developing the system to the point where it needed minimal maintenance I re-wrote the entire Sales content for information relating to the job in Ireland.