Job overview
We are looking to recruit 1 full time Operator to work on a rolling roster of 37.5 hours per week Monday - Sunday
To provide an efficient and effective Switchboard service for patients, staff, and visitors.
Further details / informal visits contact
Name Joanne Sayers
Job title Cencom Manager
Email address
Telephone number 0207 288 5001
Main duties of the job
1. To answer all internal and external calls to the Trust in a prompt, efficient and helpful manner and connect to the required department.
2. Carry out regular routine emergency tests where necessary (e.g., cardiac arrest, fire) and record all responses. Following the test chase up non-responses identifying reasons.
3. Monitor alarm systems and follow procedures in the event of an activation, for Fire, Blood bank, Medical Gases and Mortuary. To
record and report all faults following the correct procedure.
4. Carry out first line checks on all equipment failures e.g., bleeps, pagers, mobiles, and Switchboard Operator consoles, and inform the
relevant Engineers.
5. Respond effectively and efficiently to all internal bleep/system failures, and Major Incidents, ensuring that the relevant Departments and Site Managers are contacted line with the written procedure.
6. Respond effectively and efficiently to all major incident and emergency situations ensuring all communications are maintained and urgent requests carried out.
7. Responding to emergency testing from the LAS (London Ambulance Service) on a regular basis.
8. Ensure, when informed, of changes to on-call rotas are updated appropriately within the Switchboard On-Call Rota.
9. To assist on any ad-hoc tasks as required by the department, within reasonable management request and in line with job requirements.
Working for our organisation
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Detailed job description and main responsibilities
10. To answer all internal and external calls to the Trust in a prompt, efficient and helpful manner and connect to the required department.
11. Carry out regular routine emergency tests where necessary (e.g., cardiac arrest, fire) and record all responses. Following the test chase up non-responses identifying reasons.
12. Monitor alarm systems and follow procedures in the event of an activation, for Fire, Blood bank, Medical Gases and Mortuary. To
record and report all faults following the correct procedure.
13. To follow all Trust Policies, Procedures and Local Guidelines within the Switchboard Department.
14. To operate all telecommunications equipment as appropriate e.g. Multitone bleep system, Vodafone paging, Mobile phones, radios and
Security Two way system.
15. Ensure that all requests for outside lines, international calls, premium rate calls and directory enquiries are monitored and challenged as appropriate.
16. Carry out first line checks on all equipment failures e.g., bleeps, pagers, mobiles, and Switchboard Operator consoles, and inform the
relevant Engineers.
17. Respond effectively and efficiently to all internal bleep/system failures, and Major Incidents, ensuring that the relevant Departments and Site Managers are contacted line with the written procedure.
18. To be responsible for the daily Testing of emergency equipment, e.g. radios, bleeps.
19. Respond effectively and efficiently to all major incident and emergency situations ensuring all communications are maintained and urgent requests carried out.
20. Responding to emergency testing from the LAS (London Ambulance Service) on a regular basis.
21. Ensure, when informed, of changes to on-call rotas are updated appropriately within the Switchboard On-Call Rota.
22. To accept calls for security assistance, dealing with or diverting on as appropriate.
23. To assist on any ad-hoc tasks as required by the department, within reasonable management request and in line with job requirements.
24. To report accidents and incidents, and to carry out any due diligence checklists as and when required as part of the job. e.g., Workplace Inspections and Safety, Display Screen Equipment (DSE) and any other relevant checklist.
25. To familiarise yourself with the escalation process within the department.
Person specification
Education/ Qualifications
Essential criteria
26. Educated to GCSE Level (or Equivalent Experience)
27. ECDL experience
Desirable criteria
28. RSA 1 / 2 typing skills
Skills & Abilities
Essential criteria
29. Excellent Communications Skills
30. Good level of English (written and spoken)
31. Ability to work under pressure
32. IT Skills
33. Dealing with customers in a front-line position
34. Attention to detail
Desirable criteria
35. Previous experience of working on a Switchboard
36. Previous experience of working within a hospital environment
37. Attention to detail
38. Previous experience of using a computer-based console
Knowledge & Experience
Essential criteria
39. Communications/Telephone systems
Desirable criteria
40. Previous knowledge of Mitel System Switchboard
41. Communications/Telephone systems
Personal Qualities
Essential criteria
42. Effective communicator
43. Flexibility in changing shift patterns
44. Ability to work as part of a team
45. Customer focused
SAFEGUARDING CHILDREN AND ADULTS
To comply with the Trust’s Safeguarding Children and Adults policies, procedures and protocols. All individual members of staff (paid or unpaid) have a duty to safeguard and promote the welfare of children, young people and vulnerable adults This will require you to:
46. Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children and young people.
47. Ensure you are familiar and comply with the London Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.
48. Ensure you are familiar and comply with local protocols and systems for information sharing.
49. Know the appropriate contact numbers and required reporting lines.
50. Participate in required training and supervision.
51. Comply with required professional boundaries and codes of conduct
Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.