Switchboard Operator

Reporting to the Switchboard Supervisor this position will be responsible for answering and managing all calls that are received at the Princess Alexandra NHS Trust Switchboard.

This position will be responsible for the monitoring and management of all alarms in the Switchboard department.

There will be the requirement for flexible working to ensure there is appropriate cover at all times for Switchboard to ensure all calls are answered and managed within a timely and professional manner.

**shift pattern is as follows**:
Nights 21:30 - 07:00, Lates 14:00-22:00pm

Week 1 - Monday - Night / Thur - Night

Week 2 - Tuesday - Night / Thur - Night

Week 3 - Monday - Night / Thur - Night / Sunday - Late

Week 4 - Thurs - Night / Saturday - Late / Sunday - Night

Respond to all internal and external calls in a confident, courteous and polite manner, regardless of the sometimes difficult, distressing and lengthy calls that have to be handled

Be conversant with all associated information relevant to the switchboard i.e. all emergency procedures and policies, implement and act accordingly as and when required

Implement the Major Incident Policy in conjunction with Senior Management,Ambulance Services and Police etc

Cover reception duties and deal with all enquiries as required.

The Princess Alexandra Hospital NHS Trust (PAHT) provides a full range of general acute, outpatient and diagnostic services at The Princess Alexandra Hospital in Harlow, the Herts and Essex Hospital in Bishop’s Stortford, and St Margaret’s Hospital in Epping.

We employ 3,500 staff and serve a local population of around 350,000 people living in west Essex and east Hertfordshire, centred on the M11 corridor and the towns of Harlow, Bishop’s Stortford and Epping. Our extended catchment area incorporates a population of up to 500,000 and includes the areas of Hoddesdon, Cheshunt and Broxbourne in Hertfordshire.

Our Values

The Princess Alexandra Promise to our patients as identified by our 3 values which will contribute to improving our patient experiences:
Patient at heart
- Always holding the patient and their wellbeing at the centre of our thoughts and efforts

Everyday excellence
- Sharing and celebrating our successes, being honest when we get it wrong, giving us the ability to learn from both

Creative collaboration
- Knowing strength comes from diversity, we combine our experiences, skills and talents, working together to find new and better ways to care

The Trust believes in investing in all our staff and rewarding high standards of care whilst building for excellence and in return we expect our staff to uphold the Trust values to the highest level

Issue and receive Departmental and Accommodation keys, ensuring they are both signed in and out of the department by authorised individuals and are stored securely.

Issue batteries for pagers/bleeps as required, ensuring individual’s signature is obtained.

Monitor all alarm systems and take appropriate action as determined by the local policy / procedure.

Be familiar with and operate the internal bleeping system, act accordingly to procedures for emergencies, i.e. Team calls for Cardiac Arrest, Trauma, Fire etc.

Complete daily test calls for emergency team group bleeps (as above)via the internal bleep system.

Pass messages to holders of external pagers via the paging bureau.

Liaise and inform Security/ Portering Supervisor in the event of disturbances.

Update doctors on-call board, and all information boards as required

Complete all management, departmental and doctors on-call rota sheets daily using information provided in on-call rota files and amend as required

Be aware of staff on-call rotas and amend if required, ensuring the necessary information is passed onto colleagues and other staff

Contact on-call staff as required via internal bleep system, pager or telephone.

Undertake booking of Transport out of hours as required by liaising with contracted provider

Participate in training and guidance of all new and temporary staff.

To fully utilise the directory by use of a visual display unit and to report alterations, queries and amendments.

The role is based on shifts and there will be a need to cover the night shifts as and when required.