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Switchboard Operator
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**MAIN RESPONSIBILITIES**: Communicates with staff, patients, general public and external agencies. To be conversant and respond to and activate Emergency procedures ia calm and effective manner. To be conversant with, and operate as required all alarm procedures. To collate and provide accurate on call information for all Trust specialties and inform the Switchboard Supervisor.
To receive and efficiently progress all incoming calls, and likewise obtain outgoing calls as required. To operate the paging system, issue batteries, monitor and delete paging transfers and issue pagers to locum and other staff as needed. To report equipment faults and failures, and record information in the diary. Shift Handover At the commencement and end of every shift, review and enter any relevant communications/instruction in to communication handover book.
To book private taxi and record details To keep up to date, with on-call staff lists daily, reporting any discrepancies/out of date information to the Switchboard Supervisor. To be prepared to continue working until officially relieved, and not leave the switchboard unmanned. To ensure the switch room is kept secure by making proper use of the security arrangements in the department, and not to allow unauthorized persons to enter.To be patient, professional and give help and advice to persons who may require it. To assist the Facilities Support Manager of day to day switchboard activities entailing rota compilation, operation of extension manager, logger system, maintenance and repair, allocation of new extensions.
To liaise with Departmental Mangers and give telecommunication advice as required. KNOWLEDGE AND SKILLS Have the ability to diagnose problems with systems, and knowing how to escalate the problem Communicates routine information in a calm and friendly manner. Operators are often required to overcome barriers to communication e.g.language/hearing difficulties and dealing with elderly and confused patients, there is an occasional requirement to deal with verbally aggressive callers. Knowledge of work procedures and practices for the provision of a telephone service.
EFFORT AND ENVIRONMENTKnowledge of work procedures and practices for the provision of a telephone service, technical systems. Works with minimum supervision. Input telephone/extension numbers continuously. Concentration required for continuous input of numbers.
Handles calls from distressed relatives. Continuous VDU use. Activates Business Continuity Plans in the event of the systems crash.
