Band 2 Switchboard operator required for a large public sector organisation based through the Belfast Trust.
Rate of Pay: £9.50/hr
Location: Ulster Hospital
Hours: Flexible (Full-time working, Fixed working patterns, Part-time working.)
JOB SUMMARY / MAIN PURPOSE:
The South Eastern HSC Trust currently delivers Switchboard Services from two main sites at the Ulster Hospital, and the Downshire Hospital. This Switchboard operates as a single virtual switchboard, currently answering calls for the following sites; The Ulster Hospital; The Lagan Valley Hospital; The Downe Hospital; The Downshire Hospital; Newtownards Hospital; Lisburn Health Centre.
The essential nature of the Switchboard service is such that the post holder will be required to work as part of a team of Switchboard Operators providing a vital service, responding promptly and efficiently to all internal and external calls for the South Eastern Trust, ensuring the Switchboard is manned on a 24/7, 365 days a year basis, providing an excellent customer focused service.
The post holder will have responsibility for ensuring the appropriate actions are taken when responding to emergencies i.e. Major Incidents, Bomb Alerts, Cardiac Arrests, Medical emergencies, also Fire/Gas/Intruder/Panic Alarms etc.
KEY DUTIES / RESPONSIBILITIES
- Operate the Trust Telephone Systems in a prompt, efficient and pleasant manner as the first point of contact for the South Eastern Trust. This currently includes the following sites The Ulster Hospital; The Lagan Valley Hospital; The Downe Hospital; The Downshire Hospital; Newtownards Hospital; Lisburn Health Centre.
- Have the ability to prioritise job responsibilities, particularly in the event of emergencies, system failures etc and proactively play a vital role in the resolution of such events.
- Have the ability to receive and provide sensitive or complex information and provide advice, empathy and knowledge to staff/patients and the general public.
- Respond to internal and external calls and requests, providing general assistance and information to callers which may require tact and persuasive skills where barriers of communication and understanding are presented. Advanced Communication skills and good keyboard skills are essential.
- Have the ability to work in an emotional and distressing environment on a frequent basis, whilst remaining calm and initiating the appropriate action.
- Implement the Major Incident Response Procedure during a major incident by reporting vital information given from emergency services, e.g. Ambulance control and communicate this information directly to lead medical consultants, managers, directors and other hospital personnel etc., whilst also keeping accurate logs of all information conveyed. Carrying out required testing of the Major Incident Procedure.
- Participate in Live Exercise Drills and put in practice and test business continuity procedures for emergencies and major incidents e.g. Bomb Alerts, Paeds Cardiac, Adult Cardiac, and Obs & Gynae Teams etc.
- Test internal pagers within the cardiac arrest, obs & gynae, paediatrics, anaesthetics and trauma team daily and weekly to ensure they are working efficiently and record and share the relevant information generated.
- Operate the Trust Internal/External Paging Systems: issue pagers, reprogram pagers, report faulty pagers and record and share information with the relevant people.
- Implement the fire procedures during a fire alarm and provide accurate information to the Fire Service, trust departments, duty manager, estates and porters.
- Provide an immediate response to emergency alarms activated by staff that may be at risk and alert security/PSNI with full information e.g. A&E Panic Alarm/Pharmacy Duress alarm.
- Report and record faults on the fire alarm systems for SETRUST sites. Contact the relevant Estates officer/Engineer or Bed Manager. Liaise directly with the Fire Alarm Monitoring Company when needed and provide information on location and type of faults etc.
- Monitor and take appropriate action on alarms for Boiler Houses, Medical Gas, Kelsuis Fridge, Blood Bank, Laboratory, Drug Cabinets and Intruder and record and pass information to the various departments.
- Arrange contract taxi's (out of hours) & ensure relevant documentation is completed appropriately, to ensure payment can be processed promptly.
- Report faults relating to the telephone system/paging system.
- Maintain appropriate stock levels and report when running low.
- Comply with Data Protection and Human Rights Acts.
- Implement and apply business continuity procedures during the failure of the internal and external paging systems, establishing and maintaining communication paths with colleagues and nursing staff etc.
- Have an understanding of the Ulster/LVH/Downpatrick/LHC/Ard's sites in order to advise visitors how both to travel to the sites & 'way-find' around the sites on arrival.
- Provide information from Patient Centre system.
- Maintain and update the switchboard internal telephone directory.
- Maintain and update an electronic and paper based on-call rota management system.
- Keep records and appropriate documentation and create audit reports as required for auditing/legal cases etc. Emergency call logs, Major Incident Responses, IR1 Forms, Emergency Testing documents etc.
1 year's relevant experience in a switchboard /call centre/clerical environment.
Ability to manage competing priorities and deal with the pressure of a challenging and varied workload in a fast changing environment.
Flexibility required in working hours - shift work will apply including working weekends/bank holidays/night shifts.
- Excellent communication skills and the ability to work as part of a team.
- Ability to manage competing priorities and work under pressure.
- Be able to demonstrate good clerical/administrative skills.
If you are interested and available for this position please upload your CV to the link or contact Orlaith Fogarty . Orlaith.Fogarty@staffline.co.uk
To be shortlisted for this role all applicants MUST meet the essential criteria. Please note that these roles may be filled quickly but your CV will be kept on file for future similar roles. As there are so many applications, unsuccessful candidates may not be contacted.
Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate. It will be a cost of between £18 - £33 depending on clearance level.