Switchboard Operative

Job summary As the first point of contact for the telecommunication service of Alderhey.
Operators are responsible for providing a responsive and efficient switchboard / information service 24/7 to all service users.To carry out all aspects of responsibilities and duties in a pleasant and courteous manner at all times to all service users.
Operators are required to use their own initiative when dealing with situations outside the parameters of procedures.
Altering work patterns when procedures change.
Main duties of the job To be accountable for being the first point of contact for receiving and distributing incoming calls from the General public, GP's, etc.
on incoming exchange lines and from internal staff together with various networked link lines.
To connect internal extensions to outgoing exchange lines in accordance with the equipment and operating procedures incorporated at the site.
To respond in accordance with the designated written procedures when dealing with emergency / non-emergency requests including: Major Incident Procedure Paediatric Cardiac Arrest Adult Cardiac Arrest Helicopter team planned/unplanned Fire Alarms Trauma Team Requests Cardiac theatre team requests Lift Failure Alarms Suspect Package Alerts Medical gas alarms Power failure Switchboard failure Child abduction Out of hours booking transport (Eg taxi's) To replace bleep / pager batteries as necessary and provide the appropriate instruction and demonstration of the bleep / pager functionality to all new users as required.
To be accountable for the implementation of the switchboard / telecommunication management centre agreed standard operational procedure (SOP) to ensure the continuity of service.
To maintain confidentiality at all times of any information received whilst undertaking telephony duties in accordance with Alder Hey's Policies and Procedures.
Booking of out of hours transport (taxi) within accordance to the transport policy in accordance with Alder Hey's Policies and Procedures.
About us To participate in the promotion of a positive approach within the department ensuring good and effective communication with all team members and management.
Job description Job responsibilities To be accountable for being the first point of contact for receiving and distributing incoming calls from the General public, GPs, etc.
on incoming exchange lines and from internal staff together with various networked link lines.
To connect internal extensions to outgoing exchange lines in accordance with the equipment and operating procedures incorporated at the site.
To use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious parents, visitors, severe mental health patients, users with language and / or disability barriers, media, complaints, etc., ensuring an appropriate and compassionate response at all times.
To respond in accordance with the designated written procedures when dealing with emergency / non-emergency requests including: Major Incident Procedure Business continuity incidents Paediatric Cardiac Arrest Adult Cardiac Arrest Helicopter team planned/unplanned Mental Health Psychiatric / Medical Emergency Fire Alarms Trauma Team Requests Cardiac theatre team requests Activation of 2nd on call theatre team Lift Failure Alarms Suspect Package Alerts Lone worker (Site / Community) Toilet Panic Alarms Chemical spillage Gas escape Medical gas alarms Power failure Switchboard failure Child abduction Missing patients Police staff password calls Out of hours cash donation receipt(charity) Out of hours booking transport (Eg taxis) Programing of bleeps Programing of phones Updating of Multi-tone system emergency call system And ensure all relevant documentation is accurately completed after each incident and sent to the appropriate department for statistical / audit purposes.
To be operationally accountable for notifying internal / external stakeholders of the activation of the Alder Heys Major Incident Procedure and for contacting all relevant staff that may or may not be on site at the time of implementation including liaising with external agencies as Police, Ambulance, Fire, etc.
To participate in the Doctors changeover on a continuous basis which involves responsibility of all aspect of issuing bleeps ensuring adequate bleeps are available, information files amended detailing the new doctors changes, issuing / receiving of bleeps / pagers, and questioning / documenting additional information of new doctors home / mobile telephone numbers, etc.
To complete an Alder Hey incident form as a result of a bleep / pager holder not responding to alerts.
Ensuring details are recorded of the holder advising of a change to the on call arrangement without prior notification of switchboard to amend bleep / pager information at a later time.
To replace bleep / pager batteries as necessary and provide the appropriate instruction and demonstration of the bleep / pager functionality to all new users as required.
Responsibility for changing or re-programming any faulty bleeps / pagers ensuring grouping details, cardiac / crash details, fire, etc.
to enable the holder to provide a suitable response to emergency situations.
To register any changes of information relating to medical and non-medical staff whose details are required, home telephone numbers, on-site residence home extensions / addresses, internal extension number changes, radio-pager details and mobile numbers and additional contact facilities.
Details will be recorded / inputted onto the switchboard database by the operator.
Accountable for registering all changes of information relating to local, national hospitals, health centres and clinic telephone numbers together with other institutions relevant to Alder Hey.
Details will be recorded / inputted onto the switchboard database by the operator.
To develop a sufficient understanding of the extensive working practices and specialities of Alder Heys wards / departments and named individuals within Alder Hey.
Knowledge of information to be continually enhanced and developed as required linked to Alder Heys service developments.
To act-up to the appropriate level of accountability in the absence of a manager, to deal professionally with consultants, nurse practitioners and colleagues who physically visit the switchboard for a variety of reasons changing of faulty bleeps, radio pagers, emergency calls and complaints.
Undertake training / coaching of new staff providing appropriate guidance and help with operational and equipment procedures, staff locations, etc.
To mentor and support colleagues after training period until signed off as competent.
To operate Alder Heys information systems to identify the location of patients in accordance with the Data Protection Act.
To be accountable for the implementation of the switchboard / telecommunication management centre agreed standard operational procedure (SOP) to ensure the continuity of service when a telecommunication line / network failure has been identified using initiative for various faults / organising contingency plans.
To assist in the necessary emergency contingency cover to the retained estate in the event of a major telecommunication line / network failure, ensuring a continuity of service as appropriate To be responsible for the maintenance and housekeeping of all switchboard related areas reporting any faults and ensuring areas are clean, tidy and unobstructed.
To participate in the promotion of a positive approach within the department ensuring good and effective communication with all team members and management.
To promote and adhere to safe working practices ensuring that all equipment is in safe working order prior to use and any identified faults or defects are reported immediately to the appropriate person / department.
To maintain confidentiality at all times of any information received whilst undertaking telephony duties in accordance with Alder Heys Policies and Procedures.
Booking of out of hours transport (taxi) within accordance to the transport policy in accordance with Alder Heys Policies and Procedures.
Training of staff using the Appear app on multiple platforms including android mobile based devices or any other device in accordance with Alder Heys Policies and Procedures.
Person Specification Person Specification Essential Computer literate in word & Excel Proven IT Qualification Previous switchboard or call centre experience Experience of dealing with members of the public Excellent communication skills Desirable Experience in a NHS enviroment Emergency procedures