Switchboard Supervisor / Administrative Support
| Posting date: | 19 April 2024 |
|---|---|
| Salary: | £25,147.00 to £27,596.00 per year |
| Additional salary information: | £25147.00 - £27596.00 a year |
| Hours: | Full time |
| Closing date: | 06 May 2024 |
| Location: | Headington, OX3 9DU |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9321-24-1128 |
Summary
General Duties To respond to internal and external calls to the Switchboard Promote a positive and competent impression of the Trust, through interactions with external agencies and organisations, general queries from the public, which may potentially relate to any of the departments. This necessitates developing a thorough knowledge of the Trust to be able to direct callers to the correct department swiftly. To contribute to diffusing stress displayed by patients, visitors, and staff. To act as first point of call for any complaints received to the Trust. Receive calls related to University Clinical Trails. To respond to any queries relating to a patient location, by referring to EPR. If receiving complaints relating to Switchboard itself, these need to be reported in a timely manner to the Switchboard Manager and/or Switchboard Service Manager. To maintain a personal Outlook email account, including reading and responding to requests for action, by Switchboard management team. To assist any hospital staff requiring replacement analogue phones as per department guidelines. Bleep System Maintenance To arrange and carry out bleep clinics on the other hospital sites. Emergency, Major Incident Calls and On-Call Responses To receive telephone calls made to the emergency lines which are 4444 for Fire and 2222 for clinical emergencies. Efficient retrieval and recording of information. To record the essential procedural actions which are expected as part of the Emergency Call Standard Operating Procedure. To participate in incident investigations, partaking in culture of transparency, openness, self-reflection and learning to support minimising the risk that any clinical harm is related to the process for notifying the crash team. On-Call Rota The Supervisor will liaise with Service based staff across all hospital sites to receive highly complex on-call rotas. To be amenable to being requested to work a shift at very short notice, in the event of a Major Incident. Software and System Competencies To ensure having a full understanding of the Trusts Voice Recognition System. To operate the internal paging system to contact staff for both internal and external calls. Replace batteries for internal paging receivers, arrange a replacement pager if faulty and provide instructions to bleep holders on correct usage. To re-program bleeps to ensure they are compatible with the internal telephone system and issue new bleeps when orders are received into the department. Dispatch faulty bleeps to the external company (Multitone), keeping up to date records making sure bleeps are returned to the rightful owner. In case observing a technical issue related to telephony or software, to report this to IM&T, and the Supervisor and support these colleagues toward rectifying issues. Ensure that if becoming aware of any corrections to directory information that this is informed to the Network Telecoms Team. Highly developed keyboard and memory skills for procedures, queries, geographical department location, are essential for providing service delivery with levels of clinical safety, speed and accuracy that is expected of an experienced operator. Trust Alert Systems Monitor the alarm systems which span all sites, and may include Boiler, Medical Gas, Lift, Fridge/Freezer & Mortuary Alarm faults. Being able to understand and interpret a variety of Personal Attack, Intruder & Window alarms and pass on relevant information to the appropriate respondent. Training The post-holder will be expected to gain competence in a wide range of work procedures and practices. Competencies for responding to a fire alarm or a 2222/4444 emergency call. To be available to attend regular departmental training up to once every 6 months, even when scheduled during business hours, if this does not fit with your current shift pattern. To participate in training of new Switchboard staff, including the operation of telephone functions and associated equipment. To be responsible for keeping up to date with Trust Mandatory Training, through booking courses in consultation with the Switchboard Manager for timetabling purposes. Supervisory To produce and maintain staff rotas to ensure that Switchboard meets the organisational requirement to deliver a 24/7 Service. To participate in the recruitment selection & interviewing of appropriate grades of staff. To assist the Switchboard Manager with the Hospital payroll system ensuring this is accurate and finished by the payroll deadline. To respond to annual leave requests from Operators. To conduct quarterly Quality Monitoring and Assurance (QMA) meetings involving audit of the Switchboard Operators calls. To support the Switchboard Manager and Switchboard Service Manager in conducting annual staff appraisals. To conduct Return to Work Interviews where an Operator has returned to work following sickness and to complete documentation in support. To support promoting a healthy team dynamic through judgement, compassion, learning, leading by example, supporting improvement, analysis of person and system related complexities and evaluation of management options. To report any issues relating to performance or conduct to the Switchboard Manager and to confirm this action to staff involved through confirmation email. To contribute to maintenance of the Department Training Manual, through updating any new procedures and communicating any requirements for update to the Switchboard Manager and Switchboard Service Manager.