Alder Hey Children's NHS Foundation Trust
As the first point of contact for the telecommunication service of Alder Hey, operators are responsible for providing a responsive and efficient switchboard/information service 24/7 to all service users.
Operators are required to carry out all aspects of responsibilities and duties in a pleasant and courteous manner at all times to all service users. They must use their own initiative when dealing with situations outside the parameters of procedures, altering work patterns when procedures change.
Main Duties of the Job
Operators are accountable for being the first point of contact for receiving and distributing incoming calls from the general public, GPs, etc., on incoming exchange lines and from internal staff together with various networked link lines. They connect internal extensions to outgoing exchange lines in accordance with the equipment and operating procedures incorporated at the site.
Operators must respond in accordance with the designated written procedures when dealing with emergency/non-emergency requests including:
* Paediatric Cardiac Arrest
* Helicopter team planned/unplanned
* Cardiac theatre team requests
* Lift Failure Alarms
* Suspect Package Alerts
* Medical gas alarms
* Power failure
* Switchboard failure
* Child abduction
* Out of hours booking transport (e.g., taxis)
They are also responsible for replacing bleep/pager batteries as necessary and providing the appropriate instruction and demonstration of the bleep/pager functionality to all new users as required.
Operators must maintain confidentiality at all times of any information received whilst undertaking telephony duties in accordance with Alder Hey's Policies and Procedures. They are accountable for implementing the switchboard/telecommunication management centre agreed standard operational procedure (SOP) to ensure the continuity of service.
Job Responsibilities
Operators will 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.
They must ensure all relevant documentation is accurately completed after each incident and sent to the appropriate department for statistical/audit purposes. Additionally, they are 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.
Operators will participate in the Doctors changeover on a continuous basis, which involves responsibility for all aspects of issuing bleeps, ensuring adequate bleeps are available, amending information files detailing the new doctors' changes, and documenting additional information of new doctors' home/mobile telephone numbers.
They must also complete an Alder Hey incident form as a result of a bleep/pager holder not responding to alerts and ensure details are recorded of the holder advising of a change to the on-call arrangement without prior notification of the switchboard to amend bleep/pager information at a later time.
Operators are responsible for changing or re-programming any faulty bleeps/pagers, ensuring grouping details, cardiac/crash details, fire, etc., to enable the holder to provide a suitable response to emergency situations.
They will register any changes of information relating to medical and non-medical staff whose details are required, and ensure all changes of information relating to local, national hospitals, health centres, and clinic telephone numbers are recorded/inputted onto the switchboard database.
Operators must develop a sufficient understanding of the extensive working practices and specialities of Alder Hey's wards/departments and named individuals within Alder Hey, continually enhancing and developing their knowledge as required.
They will also undertake training/coaching of new staff, providing appropriate guidance and help with operational and equipment procedures, staff locations, etc., and mentor colleagues after the training period until signed off as competent.
Operators are 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.
They must 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.
Operators are responsible for the maintenance and housekeeping of all switchboard related areas, reporting any faults and ensuring areas are clean, tidy, and unobstructed.
They must 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.
Person Specification
* Proven IT qualification
* Previous switchboard or call centre experience
* Experience of dealing with members of the public
* English and Maths
* Experience in an NHS environment
* Knowledge of emergency procedures
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) will be necessary to check for any previous criminal convictions.
Alder Hey Children's NHS Foundation Trust offers a salary of £23,615 per annum, with enhancements for weekend, bank holiday, and unsocial hours.
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