Switchboard Operator (Bilingual) (RPT 0.2 FTE)

The Royal Mental Health Centre; Ottawa; On-site; CAD 40,000 - 50,000; Full time

Job summary

A mental health facility in Ottawa is seeking a Switchboard Operator to manage front-line reception duties. The role involves greeting clients and staff, directing inquiries, and operating emergency protocols while ensuring effective communication in both English and French. Applicants must possess a Secondary School Diploma and previous switchboard experience. Strong organizational and customer service skills are required. This position is critical in maintaining smooth operations in a busy mental health environment.

Qualifications

• Ability to handle emergency situations calmly and efficiently.
• Strong organizational and clerical skills, including keyboarding and email.
• Proven ability to work independently and exercise good judgment.

Responsibilities

• Greet clients and staff as the first point of contact at the reception.
• Operate the internal paging system and respond to emergency codes.
• Direct emergency services and respond to inquiries effectively.

Skills

Bilingual (French/English)

Customer service

Organizational skills

Calm under pressure

Education

Secondary School Graduation Diploma

Job description

Position Summary

The Switchboard Operators of the Royal Ottawa Mental Health Centre work in a 24 hour location in the front line reception area greeting clients, staff and the general public in both official languages. Through the reception and the telephone they are the first contact with the facility. As well as responding to internal and external inquiries, staff provides direction and information to appropriate departments, programs and services. The Switchboard Operator/Receptionist announces all emergency codes (in both official languages) and carries out emergency protocols.

Duties

• 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.
• Other duties as required.

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.
• 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.