About the Workforce Blueprint

The registered and non-registered staff who make up the Integrated Urgent Care workforce, are central to ensuring the delivery of consistently high quality and safe care, delivered at the right place, at the right time. Their contribution is vital to driving improvements for patients and the public, optimising service delivery and enabling a quality culture and compassionate NHS climate now and for the future.

This Blueprint is the result of close partnership between NHS England, Health Education England and the Integrated Urgent Care call centre workforce, commissioners and providers. It has been developed to ensure that there is a sustainable and optimal Integrated Urgent Care call centre workforce with the right skills, behaviours and competencies.

It supports the vision for a multi-disciplinary, highly professional clinical and non-clinical workforce and has been designed to support commissioners and providers deliver the Integrated Urgent Care Service Specification to the right standards and quality levels.

It consists of the following elements:

  • Career Framework Competency Based Job Descriptions: Skills for Health Levels 2-6: Offers clearly defined roles, supported by competency-based job descriptions and person specifications for roles at Skills for Health Levels 2 to 6¬†operating within IUC / NHS 111 call centre services.
  • Career Framework Competency Based Job Descriptions: Skills for Health Levels 7-9: Outlines the person specifications, core and specialist competences for the registered workforce roles at Skills for Health Levels 7-9 within the IUC Clinical Assessment Service (CAS), to provide remote and direct patient contact, clinical supervision and support of non-registered staff.
  • Apprenticeship Scheme: Provides the information and apprenticeship training opportunities for all levels of staff in IUC / NHS 111 provider organisations and supports provider organisations establish and maintain their apprenticeship offering to their workforce.
  • Workforce Governance Guide: Brings together best practice from across the IUC professions to: describe what good support of clinical practice looks like; provide assurance for providers, patients and healthcare professionals; and mitigate against increased indemnity. Caters for the range of registered and non-registered staff working within IUC / NHS 111 call centres including in the CAS.
  • Workforce Mental Health and Wellbeing: Signposts to mental health and wellbeing resources.
  • Accreditation and Qualifications Guide: Provides employers with the information they need to map current job roles to appropriate accredited training or qualifications, including apprenticeship standards.
  • Leadership Development: Summarises the opportunities for involving staff members within leadership programmes, assessing which programmes are best suited to the needs of this workforce; and makes recommendations on access to and increasing take-up of such programmes to ensure the necessary leadership skills across every level and every area are developed to deliver high quality compassionate care.
  • Career of Choice: Delivers a range of tools, from a brochure to case studies and an infographic, to enable providers and ambassadors to promote their work externally and offer potential future workforce information to consider IUC / NHS 111 as a career of choice.
  • Workforce Survey: Recommendations for Managers: Recommendations developed following a survey of NHS 111 workforce in 2016 to help managers ensure that staff satisfaction is addressed and that staff are properly supported and able to provide the best care for patients.