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, GPs, and internal staff, connecting 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:
1. Major Incident Procedure
2. Paediatric Cardiac Arrest
3. Adult Cardiac Arrest
4. Helicopter team planned/unplanned
5. Fire Alarms
6. Trauma Team Requests
7. Cardiac theatre team requests
8. Lift Failure Alarms
9. Suspect Package Alerts
10. Medical gas alarms
11. Power failure
12. Switchboard failure
13. Child abduction
14. Out of hours booking transport (e.g., taxis)
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. To participate in the promotion of a positive approach within the department ensuring good and effective communication with all team members and management.
To use initiative and sensitivity when dealing with unpredictable situations including enquiries from anxious parents, visitors, severe mental health patients, users with language and/or disability barriers, media, complaints, etc., ensuring an appropriate and compassionate response at all times.
To be operationally accountable for notifying internal/external stakeholders of the activation of Alder Hey’s Major Incident Procedure and for contacting all relevant staff that may or may not be on site at the time of implementation, including liaising with external agencies such as Police, Ambulance, and Fire.
To complete an Alder Hey incident form as a result of a bleep/pager holder not responding to alerts. Ensuring details are recorded of the holder advising of a change to the on-call arrangement without prior notification of switchboard to amend bleep/pager information at a later time.
To develop a sufficient understanding of the extensive working practices and specialties of Alder Hey’s wards/departments and named individuals within Alder Hey. Knowledge of information to be continually enhanced and developed as required linked to Alder Hey’s service developments.
To undertake training/coaching of new staff providing appropriate guidance and help with operational and equipment procedures, staff locations, etc. To mentor and support colleagues after the training period until signed off as competent.
To operate Alder Hey’s information systems to identify the location of patients in accordance with the Data Protection Act. To be accountable for the implementation of the switchboard/telecommunication management centre agreed standard operational procedure (SOP) to ensure the continuity of service when a telecommunication line/network failure has been identified.
To assist in the necessary emergency contingency cover to the retained estate in the event of a major telecommunication line/network failure, ensuring a continuity of service as appropriate.
To be responsible for the maintenance and housekeeping of all switchboard-related areas reporting any faults and ensuring areas are clean, tidy, and unobstructed. To promote and adhere to safe working practices ensuring that all equipment is in safe working order prior to use and any identified faults or defects are reported immediately to the appropriate person/department.
To maintain confidentiality at all times of any information received whilst undertaking telephony duties in accordance with Alder Hey’s Policies and Procedures. Training of staff using the Appear app on multiple platforms including Android mobile-based devices or any other device in accordance with Alder Hey’s Policies and Procedures.
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