Switchboard Operative - Liverpool, United Kingdom - Alder Hey Children's NHS Foundation Trust

Alder Hey Children's NHS Foundation Trust

Verified Company

Liverpool, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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.

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 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 respond in accordance with the designated written procedures when dealing with emergency / non-emergency requests including:

Major Incident Procedure
Business continuity incidents
Paediatric Cardiac Arrest
Adult Cardiac Arrest
Helicopter team planned/unplanned
Mental Health Psychiatric / Medical Emergency
Fire Alarms
Trauma Team Requests
Cardiac theatre team requests
Activation of 2ndon call theatre team
Lift Failure Alarms
Suspect Package Alerts
Lone worker (Site / Community)
Toilet Panic Alarms
Chemical spillage
Gas escape
Medical gas alarms
Power failure
Switchboard failure
Child abduction
Missing patients
Police staff password calls
Out of hours cash donation receipt(charity)
Out of hours booking transport (Eg taxi's)
Programing of bleeps
Programing of phones
Updating of Multitone system emergency call system

And ensure all relevant documentation is accurately completed after each incident and sent to the appropriate department for statistical / audit purposes.

To be operationally accountable for notifying internal / external stakeholders of the activation of the 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 as Police, Ambulance, Fire, etc.

To participate in the Doctors changeover on a continuous basis which involves responsibility of all aspect of issuing bleeps e.g.

ensuring adequate bleeps are available, information files amended detailing the new doctors' changes, issuing / receiving of bleeps / pagers, and questioning / documenting additional information of new doctors home / mobile telephone numbers, etc.

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 replace bleep / pager batteries as necessary and provide the appropriate instruction and demonstration of the