Switchboard Telephonist

Job overview

As the first point of contact for the telecommunication service for the Torbay & Newton Abbot Hospitals of the Trust, operators are responsible for providing an efficient switchboard/information service 24/7 to all staff and the General Public.

They carry out all responsibilities of the role in a pleasant, courteous, and professional manner at all times.

Operators will be required to use their own initiative when dealing with situations outside the parameters of procedures, with a professional conduct throughout.

Main duties of the job

• To answer incoming calls in a courteous and timely manner and process accordingly (advise, provide information, re-direct call etc)
• To respond to internal emergency requests (e.g. violent incidents, cardiac arrest, trauma) and take appropriate actions
• Activating the Trust’s Major Incident Procedures in appropriate circumstances
• Ensuring the correct procedures are followed and emergency services contacted in response to alarms activated in switchboard e.g. Intruder, Fire, Lift, Medical Gases, Attack Alarm, Boiler Alarm, Lone Workers
• Manage pager communications via the Trust’s short and long-range paging systems
• Answer calls for the Facilities helpdesk out of normal hours and enter requests onto the relevant IT system
• Provide the Trust’s patient enquiry service to members of the public out of hours

Detailed job description and main responsibilities

Planning and organisation

• Able to set up and maintain systems to facilitate good departmental organisation and record keeping
• Out of hours transport booking for Theatre Staff etc.
• Organise Porters/Deep clean requests from wards, logging on to Backtraq system and co-ordinating jobs to relevant staff

Analytical and judgement

• Complete read and act upon the daily handover sheets between shifts within the department

Responsibility and accountability

• First response for Major Incidents
• To develop a sufficient understanding of the extensive working practices and specialities/departments/named individuals within the Trusts Hospitals. Knowledge of this information to be continually enhanced and developed along with frequent changes
• Works independently and uses own initiative when deciding on a range of options
• 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 physically visit the switchboard for a variety of reasons
• 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
• To undertake training/coaching of new staff providing appropriate guidance, support and mentoring to colleagues until signed off as competent
• Provide cover for Telephonists’ annual leave and sickness absence as and when required
• To be responsible for the maintenance and housekeeping of all switchboard related areas reporting any faults and ensuring areas are clean, tidy, and unobstructed
• Key management/giving out Doctors Accommodation keys out of hours and recording of such information
• Attending Major Incident refresher training as and when required

Responsibility for finance, equipment and other resources

• To replace Bleep/Pagers, Batteries, and 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. Safe use of organisational expensive equipment of IM&T infrastructure switchboards.

Information technology and administrative duties

• To operate the switchboard consoles, Bleep and Page One system to provide an efficient telephone service across the Trust
• Collate Daily all information for rotas for telephonist information re: Clinical and Non-Clinical personnel. Ensuring all changes are recorded as and when informed
• To operate the staff paging systems in accordance with agreed procedures, Monitor the fire and general alarm systems for Torbay and the surrounding community hospitals
• Operate 2-way radio communication systems in use within the Trust for Security and Helideck
• Register any changes of information for Medical and Non-Medical staff i.e., Home/Mobile Numbers, residence extensions/addresses, internal extension number changes, Radio pager details and additional contact details
• Updating any changes of information for Local, National Hospitals, Health Centres, Clinics, and other relevant institutions
• Use the IHCS system to identify the location of patients in accordance with the Data Protection Act
• To operate all other communication systems used within the Telephone Exchange
• Follow up and record information regarding Cardiac Arrest calls within required timescales