Part time Switchboard Operator

Job description

Job responsibilities

General

• Act as the first point of contact for all enquiries including internal and external callers whilst making decisions about the most appropriate referral point.

• Communicate with internal and external contacts to support effective responses to emergencies, contacting Medical Consultants directly or escalating issues and providing information to Senior Managers on call.

• Follow procedures for on-call arrangements for UHMBT and other Morecambe Bay NHS organisations including, One LSC, Community, Psychiatry and Commissioning Groups.

• Demonstrate sensitivity, calmness, compassion and empathy whilst being polite and efficient with callers who may be patients, visitors or staff who may be anxious or angry, and may involve information, which is confidential, personal and sensitive.

• Assist in coordinating responses to emergency crash calls (adult cardiac, adult trauma, paediatric arrest, paediatric trauma, obstetrics and neo-natal) fire, major incidents, security or bomb alerts, covering all hospital sites.

• Liaise with and support all levels of Estates and I3 staff when faults occur with key equipment.

• Arrange for and provide cover for sickness out of hours or in the absence of the Assistant Facilities (Switchboard) Manager. This entails contacting colleagues from a central staff list for availability at short notice.

• Receive and make bookings for ad hoc transport (taxis, Blood Bikers, ad hoc transport services) selecting the most cost-effective service to use to ensure transportis available in a timely fashion.

Outside office hours

• Provide an access/ egress service, carrying out identity checks, for the WGH main hospital site overnight through either the main front hospital door or via the rear staff entrance, supporting the safety and security of the hospital and all persons present.

• Monitor the security cameras in Switchboard and if felt necessary or requested by others (i.e. Urgent Treatment Centre), contacting the Police.

• Take calls from the RLI patient / visitor car park system on Ashton Road to let vehicles out by raising the exit barrier.

• Due to the complexity of the Organisation and the large amount of information and detail required for an effective service the post holder will be required to undertake all relevant training with current or new systems during their Probationary training period (6 months

Person Specification

Essential and desirable

Essential

• 5 GCSEs or equivalent including C in English
• Computer keyboard skills
• Excellent communication skills
• Calm and professional
• Experience of working with the general public

Desirable

• Customer Care training or experience
• Prioritisation skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

East Lancashire Hospitals NHS Trust

Address

Westmorland General Hospital

Burton Road

Kendal

LA9 7RG

Employer's website

http://jobs.elht.nhs.uk/ (Opens in a new tab)