Team focus – the resource scheduling department

The resource scheduling department (RSD) work tirelessly behind the scenes seven days a week.

Based at Bernicia House, the team are responsible for planning all rotas for operational and dispatch colleagues. They also plan clinical supervision shifts, annual leave and training, making sure there always enough people available to support the North East public.

They are also there to support colleagues, dealing day-to-day queries and shift swaps to try and help colleagues manage a better work-life balance.

Resource scheduling lead Tracy Carr, who has been a part of the team since the very beginning and has seen huge changes over the last 20 years.

What used to be a paper-based system – with tippex banned to stop people changing their shifts – is now all planned in a cloud-based electronic system.

“I’m very proud to work for NEAS,” she said.

“When I see that ambulance driving along, I think we have put them there. If it wasn’t for the team, no-one would know what shifts they were on and what time they had to turn up and to which station, so I think we are a really important team.

“Rostering has changed so much over the years. People didn’t use to get much notice of their shifts – they’d get a week, if that. There was no flexibility to change their shifts, but we could change their shifts at the drop of the hat. We’re much more flexible now; we give people five week’s notice and the shifts you have don’t change unless we ask you to change them or you ask us to change them.

“When we first started, we didn’t have the automation we’ve got now – there was no BT messenger able to send text messages asking if anyone wants to do overtime. Instead, we used to ring everybody, and I’d have to put a note on to say I’d called them so we wouldn’t duplicate calling the same people.”

Anne Opie joined the team seven years ago, having been inspired to join after regularly come across NEAS whilst working for a special needs school.

“A lot of people when they visit our department comment that they had no idea we do as much as we do,” she said. “It’s very varied, I love that there’s no typical day in our team as you’re doing something different every day of the week; you could be doing relief cover one day for one area then covering shortfalls, trying to get the ambulances covered, another day. It’s very busy and non-stop but very fulfilling.

“What I love is the relationships that I’ve built up with the crews on the road. I’ve never met a lot of them, most of them in fact, but it’s nice when they come in and you can put a face to the name. We’re also constantly learning from each other, every day’s a school day!”

Rachel Jones, RSD manager, said: “The department has changed quite a lot even since I started in May 2022, particularly in relation to the systems we use and the way we work. One of the things I love about my role is the variety, and being involved in projects that improve what we’re able to do, not just for the benefit of the colleagues we support but also bringing in more development opportunities for the team.

“The team all work extremely hard and I’m really proud to lead them. Together we really do make such a different to our colleagues, and most importantly our patients, and that’s what gives me so much fulfilment in my role.”