Switchboard Operator

Job overview

As a Switchboard Operator, you will work as part of a dedicated team delivering a 24/7 switchboard service for the Royal United Hospitals Bath NHS Foundation Trust and the wider community.

Key Responsibilities

• Provide accurate information and guidance to both internal and external customers, in line with established procedures and Trust policies.
• Handle a wide range of enquiries with professionalism, discretion, and efficiency.
• Respond appropriately to complex and sensitive situations, demonstrating sound judgement and initiative.
• Communicate effectively with a diverse range of individuals, including anxious patients, those with mental health needs, and individuals facing language or accessibility barriers.
• Manage enquiries from media representatives and respond to complaints with empathy, ensuring a calm, supportive, and customer-focused approach at all times.

Main duties of the job

• To ensure that members of the public and other members contacting the Trust via the Switchboard are treated with courtesy, dignity and respect. 2. To ensure accurate routing of incoming and outgoing telephone traffic. 3. To ensure those clients making general enquiries regarding services provided on the Trust's  site are given appropriate, timely and accurate information in accordance with operating  procedures. 4. To ensure the accurate transfer of messages over the site Bleep/paging system or other  communication systems as required.  5. To ensure prescribed emergency procedures are followed in the event of:- a) fire, b) cardiac arrest c) Paed Arrest d) Neonatal Emergency e) Major incident f) Trauma g) Helicopter h) Paed Trauma i) Bomb Threat j) Cat 1 C-section k) Security l) Chemical incident m) Lift rescue n) Pharmacy o) Obstetric p) Anaesthetic q) Major Haemorrhage r) Fast positive stroke alert

Detailed job description and main responsibilities

• To ensure prescribed procedures and contingencies are followed in response to the  activation of alarms or other events reported via telephone or in person.  a) Boiler Alarms b) Medical Gas Alarms c) Fire d) Panic Alarms e) Pharmacy Fridge Alarms f) Intruder Alarms
• To ensure that events logs are maintained in accordance with operating procedures. 3. To ensure daily testing and recording of team-call procedures and alarms to confirm  operational viability. 4. To ensure that on-call and contact details are maintained accurately using the information  supplied. 5. To ensure that the operator directory is up-dated as new information is provided. 6. To ensure that on-call contact details and up-dated operator directory information is  disseminated for the use of other Switchboard Operators. 7. To ensure that only bona fide persons are admitted to the Trust's buildings through the  monitoring and remote operation of entrance doors (access control) out of hours. 8. To ensure that only bona fide persons are issued with keys or other items deposited with the  Switchboard for collection. 9. To ensure that only bona fide persons are permitted access to international telephone  connections and other controlled services. 10. To ensure the controlled issue and exchange of site pagers and other communication  equipment. 11. To ensure that malfunctioning site Bleeps are documented and dispatched for repair and any  other equipment is escalated in accordance with operational procedures. To replace  Bleep/pagers, batteries, re-programme any faulty Bleep ensuring grouping details such as  crash details are still suitable for response to emergency situations. Provide appropriate  instruction and demonstration to users.  12. Documentation of events and incidents as needed. 13. Completion of communication and control/allocation based tasks as required.  14. Operation of emergency communications centre during Critical or Emergency Incident  situations  15. Any other reasonable requests made by line management in accordance with needs of the  organisation. 16. To participate in the Doctors changeover on a continuous basis involving issuing of bleeps,  ensuring adequate bleeps available, collecting telephone numbers etc. for on call doctors  and recording all data on switchboard databases and the Multitone Computer.  17. To monitor and give out emergency swipe access following security protocol out of hours. 18. Operate 2-way radio communication systems in use within the Trust for Security. 19. To assume the appropriate level of responsibility in the absence of a manager or supervisor,  to deal professionally with consultants, Managers and trust colleagues who visit the  switchboard for a variety of reasons. physically 20. Provide an out of hours, weekend and bank holiday response service as required by users  including Estates, Patient Locate, and Pharmacy etc. 21. Be responsible for implementation of switchboard/telecommunication agreed operational  procedure for continuity of service when a telecommunication line/network failure has been  identified using initiative for various faults and organising contingency plans.  22. To undertake training/coaching of new staff providing appropriate guidance, support and  mentoring to colleagues until signed off as competent.  23. Provide cover for Telephonists annual leave and sickness absence as and when required.  24. To be responsible for the maintenance and housekeeping of all switchboard related areas  reporting any faults and ensuring areas are clean, tidy and unobstructed.