The initiative of Ambulance Service NSW is going to create a performance culture where a well-trained manager leads staff in a clinical and operational environment. This initiative will help frontline managers to develop skills to better manage staff and address their well-being issues. This initiative will assist the frontline manager to become more proactive in conflict resolution and maintain positive workplace culture (Iedema et al. 2015).
Managers should be provided with P.T.S.D (post traumatic stress disorder) specific awareness program. The training program must incorporate stress awareness and stress risk assessment for the managers. During the training, they must be subjected to the stressful situation they have not encountered earlier. It will help support the frontline emergency ambulance crews suffering from PTSD. Additionally, the program must incorporate bereavement as well as debrief training as sometimes staffs are debriefed while attending PTSD cases (Peters et al. 2016).
The learning and development needs of the frontline operational staff to join NSW ambulance service include managerial support to develop clinical leadership skills. These staff needs to acquire specialised skills in rescue operations, intensive and extensive care, rapid response, medical retrieval and special casualty access as their ultimate objective is to safeguard the community (Devenish et al. 2015).
The learning and development needs of the Customer service staff include excellent communication, good listening and interpersonal skills. They need to develop an ability to think quickly and respond as clients call in the high emergency situation for availing ambulance service. They need problem solving skills and pressure handling competencies to address customer issues (Iedema et al. 2015).
Devenish, S., Clark, M., Fleming, M. and Tippett, V., 2015. Australian paramedic graduates transitioning into UK NHS ambulance services: what are the potential challenges?. Journal of Paramedic Prcatice, 7(10), pp.492-498.
Iedema, R., Hor, S.Y., Wyer, M., Gilbert, G.L., Jorm, C., Hooker, C. and O'Sullivan, M.V.N., 2015. An innovative approach to strengthening health professionals’ infection control and limiting hospital-acquired infection: video-reflexive ethnography. BMJ Innovations, pp.bmjinnov-2014.
Peters, K., Cunningham, C., Murphy, G. and Jackson, D., 2016. Helpful and unhelpful responses after suicide: Experiences of bereaved family members.International journal of mental health nursing.
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