Band 3 Switchboard Operator

Description

Our trust has around 10,000 staff serving 1.6 million patients. It comprises Barnet Hospital, Chase Farm Hospital, the Royal Free Hospital and more than 30 services in the community. This larger scale organisation provides an unprecedented opportunity for us to continue our pioneering work, particularly in finding ways to deliver even better care to our patients.

Our mission is to deliver world class care and expertise in our clinical services, underpinned by world class teaching and research and we will continue to measure our progress against our five governing objectives: excellent outcomes, excellent patient and staff experience, excellent value for taxpayers’ money, being safe and meeting our external duties, and building a strong organisation.

Everyone is welcome at Royal Free London NHS Foundation Trust. We're proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME, gender equality, staff carers and people with disabilities and lived experiences to promote good relations and understanding between our staff.

Detailed job description and main responsibilities

Duties:

• To operate the trust switchboard, responding to all callers in a polite and efficient manner
• To answer the trust switchboard within the 6 second response time
• To activate the trust Cardiac Arrest, Fire, Security, Trauma and other emergency procedures when requested
• To be the first point of contact to the trust from LAS, LFB and SHA in relation to emergency incidents
• To take complex medical information from London Ambulance Service and pass this information on to the Primary Angioplasty, Acute Coronary Syndrome (ACS). ST-Elevation myocardial infarction (STEMI). Non ST-elevation Myocardial infarction (NSTEMI). Direct Access, risk assessment, early evidence-based medical and invasive treatment of unstable non-ST-elevation acute coronary syndromes (DAMBUSTER).or Major Incident teams as needed by using the internal paging system, external paging system, internal intercoms and mobile telephone’s.
• To monitor and act on alarms from the trust fire panel, passing on any faults as required and acting out on any fire calls ensuring that the correct details and gate access are passed onto the London Fire Brigade (LFB).
• To program up as and when required internal bleeps and external pagers.
• To monitor and act on the Critical Alarm system located in the switchboard, ensuring that the police and security team are called as needed.
• To be able to Activate the trust smells and bells policy ensuring the 10 Min Timer is followed.
• Contribute to the monitoring and testing maintenance of systems and equipment in the switchboard.
• To activate Aircalls on the equipment provided.
• To run reports on messages sent to Aircalls as required.
• To log all emergency calls in the relevant record book.
• To ensure that the switchboard database is always up to date, making changes where necessary.
• To ensure the Irradiator alarm activation is given priority over other emergency calls and the police and emergency teams are called immediately.
• To complete the daily Dr’s rota for distribution to A&E and other departments.
• To cover the Telecommunications reception desk and assisting callers either on the phone or to the department with the enquires.
• Develop and maintain communication with people about difficult matters and in difficult situations.
• To produce requests on the Bleep management terminal when requested.
• To produce basic reports on the trusts call logger for departments.
• To respond to emails to the switchboard generic email account in a timely manner.
• To follow all local emergency and other procedures.
• To cover all shifts on the rota, this includes Night shift weekends and bank holiday’s
• To offer a reliable Facilities helpdesk service out of hours to the trust
• Any other duties commensurate with the grade.

This job description gives a general outline of the post and is not intended to be inflexible or a final list of duties. It may therefore be amended from time to time in consultation with the post holder. Person specification Skills Essential criteria

• Switchboard Operator Skills

Experience Essential criteria

• Switchboard Operator Experience

Communication Essential criteria

• Able to Communicate Clearly

Trust Values Essential criteria

• Demonstrate the ability to meet trust values

• Covid-19 Vaccination

  Getting vaccinated, and getting a booster, remains the best defence against COVID-19.
  We encourage and support staff to get COVID-19 vaccine and a booster dose as and when they are eligible.
• AT* - Apprenticeship Training. Where AT* is entered next to the job title indicates that this vacancy is for an apprenticeship role.
• By applying for this role, you accept if successful, that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers. Therefore we require you to complete your stat and Man e-learning modules prior to joining our organisation.
• If you are an EU/EEA citizen who does not have EU Settlement or Pre-Settled status, you will require a visa to work in the UK.
• Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. Before submitting your application and to avoid disappointment please check that you are eligible under the UKVI points based system.
• If you are offered a role with one of the NLPSS partner trusts, as part of pre-employment checks your identity and right to work documentation will be verified remotely (in most circumstances), using a certified identity verification service provider TrustID. You will be asked to capture an image of the relevant documents as well as a “selfie” using your smartphone/tablet (if available) for facial matching. TrustID will also perform a digital address check using Trunarrative and Equifax, which is a soft check and does not leave a footprint on your credit rating. For more information, visit www.trustid.co.uk
• The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
• The Trust will request a DBS (CRB) if post involves regulated activities. The Trust is compliant with the Disclosure and Barring Service Codes of practice and the Rehabilitation of offenders act.
• By applying for this post you are agreeing to Royal Free London NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.
• Please be aware of scams – unless specified above, we will only communicate with you via @recruit.trac.jobs or nhs.net e-mails and we will never ask you for any payments.

Applications are welcome from people wishing to job share or work flexible patterns. We are committed to equal opportunities.

Please note:

• Due to the high number of applications that are received for some posts we may close this vacancy before the advertised closing date. Therefore please apply for this post as soon as you can, if you are interested and you meet the requirements of the Person Specification
• Only those candidates who clearly demonstrate how they meet the person specification will be shortlisted for this job.
• Interview arrangements will be communicated via email so please check your email regularly following the closing date.

Please be advised that due to exceptionally high demand, all Royal Free accommodation is at full capacity and waiting lists are being held. Average waiting times are 12 months. Please do not rely on Trust accommodation when you commence your role and ensure you investigate alternative accommodation for your arrival.