Switchboard Supervisor

To work as part of a team which provides comprehensive, high-quality switchboard/call handling service to Oxford University Hospital NHS Foundation Trust, 24 hours a day, 7 days a week, 365 days a year. As a major trauma centre (MTC) the hospital is responsible for care of the most severely injured patients involved in a major trauma for a wide variety of specialist clinical services. The Switchboard Service has a key function for supporting such emergency responses.

Switchboard Supervisors are responsible for the day-to-day supervision of the team. The Switchboard is the first point of contact by telephone with the Trust, and the team can answer general queries regarding the organisation and/or direct callers to the correct department. The Team boasts a breadth of knowledge around key contacts and functions across the Trust and all its sites which supports this.

Working as part of team, the post-holder will acquire the skill of receiving emergency calls and coordinating alert to emergency response staff. In case of clinical emergency or major incident, the Switchboard and any of its team members could be integral for ensuring that all necessary clinical and operational expertise are alerted promptly. In this way, the functions of the post-holder may contribute directly tohealth outcomes and/or safe management of incidents.
- To respond to internal and external calls to the Switchboard
- Promote a positive and competent impression of the Trust.
- 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 and ensuring that the Patient Locator Operating Procedure.
- 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 assist any hospital staff requiring replacement analogue phones as per department guidelines.
- Under correct circumstances, use the EPR system to locate patients and pass the information securely. To be aware of the Patient Data Protection Guidelines and ensure that in case receiving a call to enquire on the location of a patient who has a password protection applied, that this is only disclosed when the password is shared.

The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.

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 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 Competenci