Band 2 Bank Switchboard Operator - Callington Road Hospital

Job overview

We are recruiting to our Switchboard team at Callington Road Hospital, which provides a switchboard function and some administrative services to Avon and Wiltshire Partnership (AWP) staff, service users, interdependent organisations and the general public.

This is a Bank post so would best suit somebody looking to work part time on a flexible basis or to supplement their existing income.

The ideal candidate would be looking for 2-3 shifts per week, although all availability will be considered. Please indicate preferred shifts and likely availability in the body of your personal statement.

Main duties of the job

The post holder will provide advice and information as appropriate over the telephone to the Trust’s internal and external customers, in accordance with operating procedures.  The role will include collation and escalation of essential information as necessary, administrative services to internal customers, and general switchboard enquiries as appropriate and in accordance with operating procedures.

Detailed job description and main responsibilities

Operate the computer-based switchboard. Answer calls from the general public efficiently and politely, using initiative to direct the caller to the correct destination and transfer them to the appropriate numbers. Act as a non-clinical answering service for the Trust’s Intensive Support Teams out of hours.

Take calls from service users, healthcare professionals and emergency services amongst others and take caller details, making accurate logs of each call received. Pass messages to the appropriate Intensive Support Teams so that clinical intervention can be arranged as necessary.

Book detained ambulances and non-detained transport for departments throughout the Trust, liaising with and acting as an information flow between transport providers and clinical staff. Keep accurate records of all journeys using the booking system.

Maintain a central up-to-date rota for on-call personnel, including doctors, consultants, pharmacists and managers. Follow the Trust’s on-call procedures, signpost staff to relevant on-call personnel for their query and transfer to privately held numbers.

Answer emergency and major incident calls from local and national agencies and escalate to appropriate officers using the Trust’s cascade procedure. Use initiative and goodwill to support staff following the declaration of a major incident.

Maintain a live Bed State information sheet out of hours. Support On-Call Managers and Intensive Support Teams by providing up-to-date availability of beds throughout the Trust. Keep track of changes to bed availability throughout nights and weekends and return updated sheet to the Bed Management team in office hours. Log details of all staff members making international calls via the switchboard.

Ensure that all exceptions and faults relating to telephones, the switchboard and its services are escalated to relevant personnel. Follow local guidance and use initiative during business continuity events to ensure continued running of the service.