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Job DescriptionLocation: 1 Elkstone RoadThe HATS Group is the UK’s foremost private healthcare provider, excelling in patient-centric transport services with an ‘Outstanding’ rating for Responsiveness from the Care Quality Commission (CQC). The CQC were established under the Health and Social Care Act 2008 as an independent regulator. The CQC is responsible for the registration, inspection and monitoring of health and social care providers. HATS Group are a provider of Private Ambulances, and this is an activity regulated by the CQC.HATS Group are also regulated by Local Authorities for services delivered under SEND. HATS Group is recognized for professionalism, excellence, and a fleet of over 800 vehicles, we support various public and private healthcare institutions, delivering over 2,000,000 passenger movements annually.We have an opportunity for a Passenger Assistant to join our teamJob purpose: To escort and assist clients with special needs, board and alight vehicles in their daily journey to and from home, school, centre or other destinations as directed.Position in the Organisation Chart: Team leader > Controller > Passenger AssistantAbout The RoleMain duties :Ensure safety and wellbeing of clients throughout the journey and handover.To ensure that the client gains safe entry, to either the vehicle or their destination. Ensure safety and wellbeing of transport users throughout the journey and handover from and to: residence/parent/guardian/carer; primary helper at school; or to care assistants at centres. Assist passengers’ to board and alight vehicles utilising appropriate means, including physically assisting passengers with severe disabilities. Ensure appropriate communication is maintained and presented to the Controller, specifically relating to the reporting of any problems regarding transport of a client (i.e. if there is disruptive behaviour, absenteeism, lateness etc.).Apply health and safety standards to ensure the welfare of clients in general and when assisting with the boarding and alighting of passengers. This includes: physically assisting passengers with severe disabilities and / or varying medical conditions (particularly when using tail-lifts), securing client in seats using the requisite safety restraining system, and ensuring that all wheelchairs are correctly secured to the retaining mechanisms or securing points within the vehicle. Responsible along with the driver in ensuring the interior and exterior of the vehicle is clean and tidy at all times to required standards, including hygiene control. To ensure that the necessary personal protective equipment and uniform are worn as required. Participate in working flexible hours with general core working hours being between 07.00 – 09.00 and 14.30 – 16.30. Undertake additional work as the service needs dictate. The jobholder follows instructed daily and weekly work schedules and is required to report to the Controller where incidents or problems occur. The jobholder’s normal place of work on a day to day basis is in a predominately outdoor environment on vehicles that transport clients from and to various locations, and is required to work in a safe and efficient manner in all weather, traffic and road conditions. The jobholder must not have any physical or mental limitations that could possibly, or will interfere with safe passage of clients, passenger assistance, and emergency activities. Daily Functions Of This Role IncludeOperating and using appropriate techniques and equipment e.g. tails lifts, sitting restraints will be a daily routine in this role.Appropriate health and safety / manual handling activities e.g. pushing, lifting, carrying and or supporting clients from, to and into vehicles. This includes transfers via stairs etc. where reasonable and appropriate to do so. For clients that have been identified, assistance with dressing and emergency toileting will be required. Variations of duties will be dependent upon the particular needs of the service user / clients, such as:Special needs of clients (mobility problems, learning difficulties, mental health problems, elderly, disabled).Types of transport operating – fleet vehicles, including those adapted for disabled access.Numbers and ages of service users / clients will vary.The work conducted in this role potentially involves a substantial risk to personal safety of injury, illness and health problems arising from day to day activities.Work DimensionsThe jobholder generally works within established guidelines, procedures and systems, however maybe required on rare occasions to use initiative to solve basic problems / situations associated with escorting of clients e.g. manoeuvring clients when boarding and alighting a vehicle / from and to the vehicle. For more complex issues, problems or situations the Controller or other appropriate HATS supervisor is to be consulted.RoleThe role has contact with Parents, guardians, carers, attendants, teachers, centre organisers, Council Staff and other HATS employees in a multi-ethnic environment and provides readily available information or assistance to:Clients of Transport ServicesStaff of centres or schoolsParents/guardians or primary helperAnd may occasionally deal with issues associated to it’s contacts and relationships where the outcome may not be straightforward. In all instances well-developed interpersonal skills are required.Rehabilitation Of Offenders Act – The jobholder is exempt from the provisions of the rehabilitation of offenders Act 1974 and is required disclose offences accordingly.The jobholder may be required to use mobile communications, tracking equipment, radio, telephone, messaging, global positioning (but not limited to) and is accountable only for the use of equipment / resources associated to the normal daily activities.Skills NeededAbout The CompanyAbout UsThe HATS Group is the UK’s leading private provider of Patient Transport, Mental Health, Home to Schools for children with Special Educational Needs and Disabilities (SEND) Transport Services and Private Passenger Hire Services, with an enviable reputation for professionalism and service excellence.Led by a dedicated and highly experienced senior management team and supported by a highly skilled operations and compliance team, HATS are the partner of choice for many, providing over 2,000,000 passenger movements every year.Expertly trained staff and caring teams, successfully deliver high quality, passenger focused transport solutions and with a fleet of over 800 vehicles The HATS Group supports the NHS, CCGS, Mental Health Trusts, Local Authorities and a range of other Public Sector bodies and Private Medical Institutions.We are incredibly proud that our last Care Quality Commission (CQC) inspection, which took place during 2020 rated us as ‘Good’ Overall and ‘Outstanding’ for Responsiveness.Company CultureWhy join HATS?Are you passionate about healthcare? Do you enjoy helping others?If you answered yes – then why not get in touch today: we’d love to hear from you. As one of the UK’s fastest growing independent healthcare transport providers, we are always looking for passionate and skilled individuals to join our dedicated team of paramedics, technicians, drivers, passenger care and customer service assistants as well as a range of many more exciting positions and opportunities.At HATS we support the London Living Wage (LLW) and have signed up to HM Governments Disability Confident Employer Scheme – a scheme developed by employers and disabled people’s representatives, that aims to maximise the opportunities for disabled people.HATS is a fast growing business that is creating new opportunities across the UK for many people.We have in the past 12 months starting operating in Manchester, Birmingham and Luton as well as winning new contracts in London. We need people who can work at pace and are not phased by big projects and tight deadlines. You will need to be able to be hands on when the need arises.Required CriteriaCandidates must have good written and spoken englishValid DBSDesired CriteriaClosing DateThursday 1st October, 2026Contract TypeparttimeSalary£13.85 Hourly
