Detailed job description and main responsibilities

·       To operate the Stanley Internal bleep system. Log/distribute/activate new internal bleeps and message pagers. To test and exchange faulty bleeps, reprogramming the control unit to keep the user on the same number. Arranging for repair and re-distributing of repaired bleeps back to original user.

·       To operate the PageOne Message Paging system and be clear and concise with appropriate messages.

·       To deal with emergency calls calmly and efficiently (e.g. Cardiac Arrest, Trauma, Fire, Bomb Threats and Major Incidents) following correct procedures and following up on any problems that may arise in these events.

·       To deal with Medical gas alarms and emergency lift alarms calmly and efficiently following correct procedures and following up on any problems that may arise in these events.

·       Ability to work on your own, making appropriate decisions and dealing with any situation that may arise.

·       To follow disaster and recovery procedure in event of system failure. Put into operation emergency back-up plan, if bleep system goes down. Arranging distribution of radios to all relevant on-call doctors. Ensuring that all staff involved in cardiac arrest and trauma teams are fully informed and are easily contactable.

·       To undertake any other duties as required ensuring the efficient operation of the hospital’s switchboard and telephone systems

·       Manage the Departments daily operational tasks as required.

·       To be prepared and willing to be called in at very short notice in the event of a Major Incident, staff shortages or other emergencies.

·       Requirement to work at all Trust sites, or others as necessary.

·       To undertake the duties and responsibilities in the Communications Operative job specification

Leadership

·       To work on and manage the day to day switchboard service. This may include dealing with staffing, training, paging, telephone and telecommunications systems faults. Other service issues affecting the switchboard and telephony services

·       Ensure that sufficient staff cover is present providing an efficient switchboard/ contact centre service.

·       Resolve assistance requests from the operators

·       Assist the operators with enquiries and complaints that they cannot handle Assist with the arrangements for annual leave, sick absence, medical appointments, extra hours, overtime, lunch breaks and VDU rest periods.

Communication

·       To ensure a highly motivated and efficient workforce whose prime interest is in helping the trust staff care for its patients.

·       To operate as a Telephonist, dealing with incoming calls, both external and internal, on a Mitel Switchboard/Contact centre or other systems with computer based screen consoles.

·       To be able to understand and communicate complex information and pass this on accurately to the department management team.

·       Answer and deal with customer queries in a professional manner.

·       Communicate with Patients, Relatives, Visitors, GP’s and all hospital staff, medical and ancillary, effectively, politely and with courtesy.

·       Ensure all calls received by the Communications Operatives are handled in a polite, efficient and helpful manner.

Policy and Service Development

·       Develop departmental policies, e.g. training, operational, emergency procedures and faults.

·       Management of faults, reporting and repair of equipment.

·       To follow department procedures and keep accurate records of any tasks undertaken, ensuring that during any hand over the appropriate senior staff are apprised of any problems/changes.

Administrative

• ·       Compile 24 hour on call rotas using information provided from the hospital departments.
• ·       Update the operator’s directory with changes or moves to telephone extensions.
• ·       Maintain the staff personal contact information, do not divulge to internal or external callers without the permission of the individual concerned. Update the Switchboard directory database on receipt of information and treat as strictly confidential