Switchboard operative

Alder Hey Children's Nhs Foundation Trust; Liverpool; On-site; GBP 21,000 - 27,000; Full time

Job summary

Alder Hey Children's NHS Foundation Trust is recruiting a switchboard operator to act as the first point of contact for our telecommunication service. You will provide a responsive 24/7 switchboard and information service to patients, families and staff, handling calls from the public and GP surgeries, and connecting internal extensions as required.

You will follow established SOPs during emergencies, replace pager batteries, maintain confidentiality, and coordinate out-of-hours transport while

Qualifications

• First point of contact for a telephone switchboard or information service.

Responsibilities

• First point of contact for the telecommunication service of Alder Hey. Operators provide a responsive and efficient switchboard/information service 24/7 to all service users.
• Receive and distribute incoming calls from the General public, GP's, etc. on incoming exchange lines and from internal staff.
• Connect internal extensions to outgoing exchange lines in accordance with procedures.
• Respond in accordance with SOPs during emergencies including Major Incident Procedure, paediatric/adult cardiac arrests, helicopter team events, fire alarms, trauma requests, cardiac theatre team requests, lift failures, suspect package alerts, medical gas alarms, power failures, switchboard failures, and child abduction.
• Replace bleep/pager batteries and demonstrate bleep/pager functionality to new users.
• Implement the agreed SOPs to ensure continuity of service and maintain confidentiality in line with Alder Hey Policies.
• Book out of hours transport (taxis) in accordance with transport policy.
• Promote a positive approach within the department and maintain good communication with team members and management.

Job description

• Right to work: We actively promote diversity and inclusion. Please note that this role is not on the Home Office list of occupations eligible for sponsorship under the Skilled Worker visa route. We recommend that you assess your eligibility before applying for this position. Visit https://www.gov.uk/skilled-worker-visa
• As the first point of contact for the telecommunication service of Alderhey. Operators are responsible for providing a responsive and efficient switchboard / information service 24/7 to all service users. To carry out all aspects of responsibilities and duties in a pleasant and courteous manner at all times to all service users. Operators are required to use their own initiative when dealing with situations outside the parameters of procedures. Altering work patterns when procedures change., To be accountable for being the first point of contact for receiving and distributing incoming calls from the General public, GP's, etc. on incoming exchange lines and from internal staff together with various networked link lines. To connect internal extensions to outgoing exchange lines in accordance with the equipment and operating procedures incorporated at the site. To respond in accordance with the designated written procedures when dealing with emergency / non-emergency requests including:
  • Major Incident Procedure
  • Paediatric Cardiac Arrest
  • Adult Cardiac Arrest
  • Helicopter team planned/unplanned
  • Fire Alarms
  • Trauma Team Requests
  • Cardiac theatre team requests
  • Lift Failure Alarms
  • Suspect Package Alerts
  • Medical gas alarms
  • Power failure
  • Switchboard failure
  • Child abduction
  • Out of hours booking transport (Eg taxi's)
  To replace bleep / pager batteries as necessary and provide the appropriate instruction and demonstration of the bleep / pager functionality to all new users as required. To be accountable for the implementation of the switchboard / telecommunication management centre agreed standard operational procedure (SOP) to ensure the continuity of service. To maintain confidentiality at all times of any information received whilst undertaking telephony duties in accordance with Alder Hey's Policies and Procedures. Booking of out of hours transport (taxi) within accordance to the transport policy in accordance with Alder Hey's Policies and Procedures.
  To participate in the promotion of a positive approach within the department ensuring good and effective communication with all team members and management.