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.
Responsibilities
* Answer incoming calls in a courteous and timely manner and process accordingly (advise, provide information, re‑direct call etc).
* Respond to internal emergency requests (e.g. violent incidents, cardiac arrest, trauma) and take appropriate actions.
* Activate the Trust's Major Incident Procedures in appropriate circumstances.
* Ensure the correct procedures are followed and emergency services contacted in response to alarms activated in the 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.
* 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 coordinating jobs to relevant staff.
* Complete read and act upon the daily handover sheets between shifts within the department.
* First response for major incidents.
* Develop a sufficient understanding of the extensive working practices and specialities/departments/named individuals within the Trust's hospitals; knowledge of this information to be continually enhanced and developed along with frequent changes.
* Work independently and use own initiative when deciding on a range of options.
* 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.
* Implement the 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.
* 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.
* Maintain 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.
* Attend major incident refresher training as and when required.
* 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.
* 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.
* 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.
* Update 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.
* Operate all other communication systems used within the telephone exchange.
* Follow up and record information regarding cardiac arrest calls within required timescales.
Qualifications & Skills
* Analytical and judgement abilities.
* Responsibility and accountability in all tasks.
* Knowledge of major incident procedures and emergency response.
* Strong communication and customer service skills.
* Proficiency with paging, bleep, and page one systems.
* Ability to work independently and exercise initiative.
* Experience with training/coaching of new staff.
* Familiarity with health and safety and information protection regulations.
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