Job Description

As the first point of contact for the telecommunication service for the Torbay & Newton Abbot Hospitals of the Trust, operators are responsible for providing an efficient switchboard/information service 24/7 to all staff and the General Public.



They carry out all responsibilities of the role in a pleasant, courteous, and professional manner at all times.



Operators will be required to use their own initiative when dealing with situations outside the parameters of procedures, with a professional conduct throughout.



To answer incoming calls in a courteous and timely manner and process accordingly (advise, provide information, re-direct call etc)



To respond to internal emergency requests (e.g. violent incidents, cardiac arrest, trauma) and take appropriate actions



Activating the Trust's Major Incident Procedures in appropriate circumstances



Ensuring the correct procedures are followed and emergency services contacted in response to alarms activated in switchboard e.g. Intruder, Fire, Lift, Medical Gases, Attack Alarm, Boiler Alarm, Lone Workers



Manage pager communications via the Trust's short and long-range paging systems



Answer calls for the Facilities helpdesk out of normal hours and enter requests onto the relevant IT system



Provide the Trust's patient enquiry service to members of the public out of hours



Why Work With Us



Torbay and South Devon NHS Foundation Trust (Torbay Hospital) is a thriving, prosperous, and forward-thinking hospital situated on the English Riviera, South Devon's picturesque bay surrounded by breath taking coastline and landscape.



Planning and organisation



Able to set up and maintain systems to facilitate good departmental organisation and record keeping



Out of hours transport booking for Theatre Staff etc.



Organise Porters/Deep clean requests from wards, logging on to Backtraq system and co-ordinating jobs to relevant staff



Analytical and judgement



Complete read and act upon the daily handover sheets between shifts within the department



Responsibility and accountability



First response for Major Incidents



To develop a sufficient understanding of the extensive working practices and specialities/departments/named individuals within the Trusts Hospitals. Knowledge of this information to be continually enhanced and developed along with frequent changes



Works independently and uses own initiative when deciding on a range of options



To assume the appropriate level of responsibility in the absence of a manager or supervisor, to deal professionally with Consultants, Managers and Trust colleagues who physically visit the switchboard for a variety of reasons



Be responsible for implementation of switchboard/telecommunication agreed operational procedure for continuity of service when a telecommunication line/network failure has been identified using initiative for various faults and organising contingency plans



To undertake training/coaching of new staff providing appropriate guidance, support and mentoring to colleagues until signed off as competent



Provide cover for Telephonists' annual leave and sickness absence as and when required



To be responsible for the maintenance and housekeeping of all switchboard related areas reporting any faults and ensuring areas are clean, tidy, and unobstructed



Key management/giving out Doctors Accommodation keys out of hours and recording of such information



Attending Major Incident refresher training as and when required



Responsibility for finance, equipment and other resources



To replace Bleep/Pagers, Batteries, and re-programme any faulty Bleep ensuring grouping details such as crash details are still suitable for response to emergency situations. Provide appropriate instruction and demonstration to users. Safe use of organisational expensive equipment of IM&T infrastructure switchboards.



Information technology and administrative duties



To operate the switchboard consoles, Bleep and Page One system to provide an efficient telephone service across the Trust



Collate Daily all information for rotas for telephonist information re: Clinical and Non-Clinical personnel. Ensuring all changes are recorded as and when informed



To operate the staff paging systems in accordance with agreed procedures, Monitor the fire and general alarm systems for Torbay and the surrounding community hospitals



Operate 2-way radio communication systems in use within the Trust for Security and Helideck



Register any changes of information for Medical and Non-Medical staff i.e., Home/Mobile Numbers, residence extensions/addresses, internal extension number changes, Radio pager details and additional contact details



Updating any changes of information for Local, National Hospitals, Health Centres, Clinics, and other relevant institutions



Use the IHCS system to identify the location of patients in accordance with the Data Protection Act



To operate all other communication systems used within the Telephone Exchange



Follow up and record information regarding Cardiac Arrest calls within required timescales