Switchboard Operator (Bilingual) (RFT 1.0 FTE)

ROYAL OTTAWA HEALTH CARE GROUP; Ottawa; On-site; CAD 38,000 - 46,000; Full time

Benefits offered by this job

HOOPP pension

Health & dental benefits (MedavieBlue 

Life insurance

EFAP

Job summary

The Royal Ottawa Health Care Group in Ottawa requires a bilingual Switchboard Operator to serve as the first point of contact in a 24-hour environment. You will provide reception and paging services, handle inquiries, and coordinate emergency communications with various departments.

This role demands strong organizational and clerical skills, the ability to stay calm during emergencies, and excellent customer service in a health care setting. English and French fluency are required.

Qualifications

• Secondary School Graduation Diploma is mandatory.
• Previous switchboard experience is mandatory.
• Knowledge of a hospital environment is an asset.
• Ability to handle emergency situations calmly and efficiently.
• Demonstrated organizational and general clerical skills.
• Reliable, dependable, punctual with strong customer service qualities.
• Ability to communicate effectively in a mental health care environment.

Responsibilities

• Receives, directs and informs clients, staff and the public as the facility’s main reception and information desk.
• Operates the internal paging system with bilingual capability.
• Directs police, ambulance, fire fighters, Para Transpo, taxi drivers, couriers/drivers to appropriate locations.
• Logs all emergency codes, long distance calls, and emergency pages.
• Collaborates with Security and other departments to support safety and operations.
• Manages incoming calls and transfers to appropriate departments in a respectful manner.
• Reports maintenance issues to facilities help desk as required.
• Monitors and pages emergency codes in both official languages.

Skills

Bilingual communication

Customer service

Calm under pressure

Organizational skills

Fast learner

Education

Secondary School Graduation Diploma

Job description

About the Position

The Switchboard Operator serves as the first point of contact for clients, visitors, staff, and the public in a 24-hour bilingual environment. The role provides reception and switchboard services, responds to inquiries, directs individuals to appropriate programs and services, and supports organizational safety by coordinating emergency communications and protocols.

Key Responsibilities

• Receives, directs and informs clients, staff and the public as the facility’s main reception and information desk.
• Operates the internal paging system with the ability to page in both official languages.
• Directs police, ambulance, fire fighters, Para Transpo, taxi drivers, couriers/drivers and others to appropriate locations (various departments, inpatient unit and the Royal Ottawa Place).
• Logs all emergency codes, personal long-distance calls, in and out key distribution and emergency pages.
• Works in collaboration with other departments and staff e.g. Professional Practice Coordinator, Security, etc.
• Receives, directs, informs and responds to internal and external callers as the main facility’s telephone line on a timely basis and in a respectful and courteous manner.
• Transfers all incoming calls to appropriate departments, programs and services.
• Reports maintenance and housekeeping issues to facilities help desk, as required.
• Monitors and pages all emergency codes e.g. Code White, Ekahau code alert tags, medical and fire emergencies in both official languages.
• Works in a manner that is in compliance with staff and patient/client safety practices, policies and procedures of The Royal.
• Ensures a work environment that is conducive to the Royal’s Harassment-Free Workplace policy.

Qualifications

• Secondary School Graduation Diploma is mandatory.
• Previous switchboard experience mandatory.
• Knowledge of hospital environment is considered an asset.
• Ability to handle emergency situations in calm and efficient manner.
• Ability to learn quickly and retain/utilize information efficiently and effectively.
• Demonstrated organizational skills and general clerical skills, i.e. keyboarding skills, email, etc.
• Demonstrated ability to work independently, exhibit excellent judgment, perform calmly and effectively in ‘emergency’ situations, retain information efficiently and perform in a professional and pleasant manner.
• Reliable, dependable, punctual, with good customer service qualities.
• Ability to communicate effectively with clients in a mental health care environment.

Language Requirements

• Bilingual (French/English) is mandatory. English level A- is mandatory in oral comprehension, expression, reading, and writing. French level A- is mandatory in oral comprehension and expression.

Benefits

• HOOPP, one of Canada's leading defined benefit pension plans, helping you build long-term financial security with a predictable lifetime retirement income and valuable employer contributions.
• Competitive health and dental benefitsthrough MedavieBlue Cross (MBC), supporting you and your family's health and wellness needs;
• Life insurance and disability coveragethrough Manulife, including short-term and long-term disability benefits where applicable, providing added peace of mind;
• Employee and Family Assistance Program (EFAP)through TelusHealth, offering confidential counselling, wellness resources, and support services for you and your eligible family members (excluded casual staff).

At The Royal, we are committed to supporting your health, well-being, and financial security at every stage of your career through a comprehensive total rewards package that may include:

Together, these benefits reflect our commitment to helping you thrive personally and professionally—today, tomorrow, and throughout your career at The Royal.