Job summary
The post will consist of maintaining the conditions for the smooth running of the Switchboard and Security teams.
The applicant will manage resources and equipment, reassuring the communication systems are operational and effective for the Hospital needs.
Liaising with the Security team, will guarantee the best coverage possible for their rota.
The switchboard and security office covers 24-hour period 7 days a week your general working hours will be Monday-Friday 0800-1600 being on-call for emergencies or covering shortfall when needed.
The shift patterns that someone could expect for a role in switchboard are
06.00-14.00
14.00-22.00
22.00-06.00
The shift patterns for Security are 0600-1800 and 1800-0600.
Main duties of the job
Maintain the rotas for both departments ensuring 24 hours and 7days a week is safely covered.
Monitor and investigate Emergency calls where they may need action taken.
You will be responsible for issuing, Programming and testing Amcom Bleeps.
We are responsible for issuing Radios to the on- call teams in the event of switchboard or bleep system failure with the assistance of the tactical team.
To maintain and to keep up to date the internal Intranet Telephone directory.
Assist the team by monitoring all Consultants Annual leave and update our Doctors board accordingly. In an event of a Major Incident both teams play a key role. It is in these scenarios our knowledge and experience of the job is really put to the test.
The variety of the work that the busy switchboard office has to offer, with the link with both staff and the public, the job can be stressful and challenging but we pride ourselves in seeing things through and making a difference.
About us
#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.
The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.
Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.
We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Job description
Job responsibilities
Job summary:
The core role for this post holder will be as a Switchboard/Security Team Leader, thus this role will be principally to assist in the management of an efficient Security and switchboard department and associated telecommunications services throughout the West Suffolk NHS Foundation Trust site, and supported client organisations (Social Services, Suffolk Mental Health Partnerships, Wedgwood House, and Hospital Road Site). This role will seek to support strategy and policies to meet future demand to ensure that cost effective and efficient services are provided and maintained. It is envisaged that the post holder will assist in the identification of improvements in service delivery and cost improvements.
The post holder will need to have a flexible approach to working within Facilities, responding to changing priorities. The principle focus will be to supervise and arrange suitable switchboard staff cover and support telecommunications and other related services e.g. mobile phones, long range pagers, Trust bleeps.
Job responsibilities:
Key Tasks & Responsibilities:
- Plan staffing rosters to provide a 24/7 service ensuring safe and appropriate skill mix. Responsible for adjusting the roster according to service requirements.
- Ensuring that steps are taken to create a pro-security culture within the Trust to ensure that staff and patients accept responsibility for this issue. Ensure that where security breaches occur that they are detected and reported.
- To investigate and report all security related incidents, completing appropriate paperwork as required.
- To liaise and co-ordinate with users on the amendment of existing services and the repair of faults on services.
- To control the issue of new telephone appliances to users, either as new equipment or as replacements for faulty or damaged handsets.
- To maintain records for a call logger to facilitate performance analysis and recharge of private call charges by the Finance Department.
- To maintain a directory of Trust operational information to facilitate efficient running of the Trust Telecommunications Services including telephone directory of internal and external services, bleeps, pagers, on-call procedures, and associated home and mobile numbers. Work with IT to expand the scope of Telecommunications Services and extract appropriate information for presentation on the Trust Intranet and as a Printable Telephone Directory.
- To complete, appraisals in a timely manner, training, performance, and compliance with trust policies and all on-call and emergency procedures of the switchboard staff.
To participate in the formulation, and refinement, of Trust wide Emergency Response Procedures, and the monitoring of their effectiveness.
Communication and Team Working
- Interpersonal skills i.e. maintaining a high profile with service users and to be approachable to all levels of Trust staff, patients and members of the general public.
- To maintain a constructive employee relations climate within the department and liaise with the elected officials of recognised Trade Unions.
- To establish and maintain an excellent working relationship with all users of the Portering Service.
- Ensuring that all NHS security management work is carried out within a professional and ethical framework developed by the NHS Security Manager.
- Ensuring that an inclusive approach to security management work is taken, involving both internal and external NHS stakeholders where appropriate and necessary.
- Ensuring that appropriate security incidents / breaches are publicised in accordance with guidelines issued by the NHS Security Manager so that a deterrent effect can be created.
- To investigate security / breaches in a fair, objective and professional manner
Specific Responsibilities
- Establish and maintains communication with individuals and groups about difficult or complex matters overcoming any problems in communications.
- Develops own knowledge and skills and contributes to the development of others.
This involves:
- Reflecting on his/her application of own knowledge and skills and seeking feedback from Service Manager.
- Assist Service Manager in identifying own knowledge and skills deficiencies in relation to existing and future work and develop own personal development objectives to obtain these knowledge and skills
- Taking responsibility for his/her own development needs and maintains his/her own personal development portfolio
- Identifying learning opportunities to bridge his/her knowledge and skills gaps, including identification of suitable training opportunities (courses, seminars, shadowing etc)
- Contributing to help team members, for whom she/he has line managerial responsibility to identify their current knowledge and skills and support them in their development
- Monitor and maintain health, safety and security of self and others in own work area.
This involves:
- Ensuring all Switchboard Operators under his / her control and External Contractors who work or provide telecommunication services are aware of the Trusts Main Policies and any specific telecommunication Policies and Procedures related to their activities. Allows Staff, time to read and understand the reasons for the Policies and Procedures that have been put in place by the Trust and any legislation standards that must be achieved
- Promoting the benefits to Staff under his / her control of ensuring work activities are undertaken in a safe manner and explains the necessity to provide a safe environment to self, colleagues and any external agencies working in Switchboard/Security Area
- Summoning immediate help in the event of an emergency and take appropriate action to contain it safely i.e. (ensuring staff are fully trained to deal with emergencies such as those required by the trusts crash team and are aware of the procedures to be followed, responding quickly to personal attack alarms registering in the switchboard, correct monitoring and response to fire alarms)
- Contribute to the development of services.
This involves:
- Ensuring that the trusts policies and procedures are applied correctly in own working environment by self and staff under supervision including those in relation to telecommunication systems
- Contribute to quality improvement.
This involves:
- Understanding his/her role and its scope in relation to the continuing improvement and support of telecommunications systems and how this may develop over time
- In conjunction with Telecommunications and Facilities Information Manager identify and prioritise own workload and organise and carry out own workload effectively so that telecommunication support is delivered to meet Facilities Directorate and trust objectives
- Evaluating how staff are using telecommunication systems and making suggestions to Telecommunications Team Leader on how improvements could be achieved
- Develop the processing and management of data and information.
This involves:
- Assist Service Manager in maintaining switchboard records and trust emergency response procedures.
- Analyse, interpret and report information and knowledge related to ideas and concepts.
This involves:
- Producing reports from call logging software for private billing for exceptional calls, miss-use of system or abusive call trace.
- Develop and maintain facilities and associated products.
This involves:
- Assist in assessment of capabilities of staff and delivering appropriate training when new technology is introduced or new member of staff starts
- Allocate, co-ordinate, monitor and assess the work of teams and individuals
This involves:
- Allocating work to staff and ensuring that best use is made of the resources available and provide learning opportunities for staff to develop their knowledge and skills
- Assist Service Manager in monitoring performance of the team, identifying their knowledge and skills gaps and providing constructive feedback
- Plan, obtain and deploy physical and/or financial resources.
This involves:
- Maintaining accurate and complete records of resources available.
- Objectively assessing the team and individual work and provides constructive feed back to the Switchboard Manager.
- Assist in completion of regular staff appraisals.
- Any other reasonable duties as requested by the Facilities Managers which are relevant to the banding of this role.
It is envisaged that this role will develop and the duties be regularly reviewed.
Job description
Job responsibilities
Job summary:
The core role for this post holder will be as a Switchboard/Security Team Leader, thus this role will be principally to assist in the management of an efficient Security and switchboard department and associated telecommunications services throughout the West Suffolk NHS Foundation Trust site, and supported client organisations (Social Services, Suffolk Mental Health Partnerships, Wedgwood House, and Hospital Road Site). This role will seek to support strategy and policies to meet future demand to ensure that cost effective and efficient services are provided and maintained. It is envisaged that the post holder will assist in the identification of improvements in service delivery and cost improvements.
The post holder will need to have a flexible approach to working within Facilities, responding to changing priorities. The principle focus will be to supervise and arrange suitable switchboard staff cover and support telecommunications and other related services e.g. mobile phones, long range pagers, Trust bleeps.
Job responsibilities:
Key Tasks & Responsibilities:
- Plan staffing rosters to provide a 24/7 service ensuring safe and appropriate skill mix. Responsible for adjusting the roster according to service requirements.
- Ensuring that steps are taken to create a pro-security culture within the Trust to ensure that staff and patients accept responsibility for this issue. Ensure that where security breaches occur that they are detected and reported.
- To investigate and report all security related incidents, completing appropriate paperwork as required.
- To liaise and co-ordinate with users on the amendment of existing services and the repair of faults on services.
- To control the issue of new telephone appliances to users, either as new equipment or as replacements for faulty or damaged handsets.
- To maintain records for a call logger to facilitate performance analysis and recharge of private call charges by the Finance Department.
- To maintain a directory of Trust operational information to facilitate efficient running of the Trust Telecommunications Services including telephone directory of internal and external services, bleeps, pagers, on-call procedures, and associated home and mobile numbers. Work with IT to expand the scope of Telecommunications Services and extract appropriate information for presentation on the Trust Intranet and as a Printable Telephone Directory.
- To complete, appraisals in a timely manner, training, performance, and compliance with trust policies and all on-call and emergency procedures of the switchboard staff.
To participate in the formulation, and refinement, of Trust wide Emergency Response Procedures, and the monitoring of their effectiveness.
Communication and Team Working
- Interpersonal skills i.e. maintaining a high profile with service users and to be approachable to all levels of Trust staff, patients and members of the general public.
- To maintain a constructive employee relations climate within the department and liaise with the elected officials of recognised Trade Unions.
- To establish and maintain an excellent working relationship with all users of the Portering Service.
- Ensuring that all NHS security management work is carried out within a professional and ethical framework developed by the NHS Security Manager.
- Ensuring that an inclusive approach to security management work is taken, involving both internal and external NHS stakeholders where appropriate and necessary.
- Ensuring that appropriate security incidents / breaches are publicised in accordance with guidelines issued by the NHS Security Manager so that a deterrent effect can be created.
- To investigate security / breaches in a fair, objective and professional manner
Specific Responsibilities
- Establish and maintains communication with individuals and groups about difficult or complex matters overcoming any problems in communications.
- Develops own knowledge and skills and contributes to the development of others.
This involves:
- Reflecting on his/her application of own knowledge and skills and seeking feedback from Service Manager.
- Assist Service Manager in identifying own knowledge and skills deficiencies in relation to existing and future work and develop own personal development objectives to obtain these knowledge and skills
- Taking responsibility for his/her own development needs and maintains his/her own personal development portfolio
- Identifying learning opportunities to bridge his/her knowledge and skills gaps, including identification of suitable training opportunities (courses, seminars, shadowing etc)
- Contributing to help team members, for whom she/he has line managerial responsibility to identify their current knowledge and skills and support them in their development
- Monitor and maintain health, safety and security of self and others in own work area.
This involves:
- Ensuring all Switchboard Operators under his / her control and External Contractors who work or provide telecommunication services are aware of the Trusts Main Policies and any specific telecommunication Policies and Procedures related to their activities. Allows Staff, time to read and understand the reasons for the Policies and Procedures that have been put in place by the Trust and any legislation standards that must be achieved
- Promoting the benefits to Staff under his / her control of ensuring work activities are undertaken in a safe manner and explains the necessity to provide a safe environment to self, colleagues and any external agencies working in Switchboard/Security Area
- Summoning immediate help in the event of an emergency and take appropriate action to contain it safely i.e. (ensuring staff are fully trained to deal with emergencies such as those required by the trusts crash team and are aware of the procedures to be followed, responding quickly to personal attack alarms registering in the switchboard, correct monitoring and response to fire alarms)
- Contribute to the development of services.
This involves:
- Ensuring that the trusts policies and procedures are applied correctly in own working environment by self and staff under supervision including those in relation to telecommunication systems
- Contribute to quality improvement.
This involves:
- Understanding his/her role and its scope in relation to the continuing improvement and support of telecommunications systems and how this may develop over time
- In conjunction with Telecommunications and Facilities Information Manager identify and prioritise own workload and organise and carry out own workload effectively so that telecommunication support is delivered to meet Facilities Directorate and trust objectives
- Evaluating how staff are using telecommunication systems and making suggestions to Telecommunications Team Leader on how improvements could be achieved
- Develop the processing and management of data and information.
This involves:
- Assist Service Manager in maintaining switchboard records and trust emergency response procedures.
- Analyse, interpret and report information and knowledge related to ideas and concepts.
This involves:
- Producing reports from call logging software for private billing for exceptional calls, miss-use of system or abusive call trace.
- Develop and maintain facilities and associated products.
This involves:
- Assist in assessment of capabilities of staff and delivering appropriate training when new technology is introduced or new member of staff starts
- Allocate, co-ordinate, monitor and assess the work of teams and individuals
This involves:
- Allocating work to staff and ensuring that best use is made of the resources available and provide learning opportunities for staff to develop their knowledge and skills
- Assist Service Manager in monitoring performance of the team, identifying their knowledge and skills gaps and providing constructive feedback
- Plan, obtain and deploy physical and/or financial resources.
This involves:
- Maintaining accurate and complete records of resources available.
- Objectively assessing the team and individual work and provides constructive feed back to the Switchboard Manager.
- Assist in completion of regular staff appraisals.
- Any other reasonable duties as requested by the Facilities Managers which are relevant to the banding of this role.
It is envisaged that this role will develop and the duties be regularly reviewed.
Person Specification
Education & Qualification
Essential
- 3 GCSE's at Grade A - C or an equivalent qualification.
- NVQ or equivalent in Customer Services, or willing to work towards.
- Supervisory Management course or willing to work towards.
Experience
Essential
- Previous experience of working in Switchboard
- Experience of working in the RPI team.
- Previous experience of managing/co-coordinating Telecommunication Services provision.
- Previous experience of managing/supervising a large team of staff.
- Experience of working in the Public Sector.
- Experience of multi-tasking in a busy team environment
Desirable
- Experience of understanding of current legislation and information
- Previous NHS experience
Skills
Essential
- Ability to multi-task, prioritising work and meeting tight deadlines.
- Able to follow written instructions and procedures
- Excellent administration skills.
- Good organisational skills and ability to address and develop solutions to problems
- Good communication skill to develop effective working relationships throughout the organisation
- Evidence of good written and spoken communication skills.
- Excellent attention to detail.
Desirable
- Siemens and AC-Win/DS-Win configuration
- Computer literate, particularly Microsoft Word and Excel
- Amcom Messenger bleep system programming experience
Qualities
Essential
- Ability to cope with demanding and stressful scenarios.
- Ability to work alone, unsupervised, dynamically prioritising demands
- Approachable and Supportive.
- Flexible approach to working hours/duties.
- Customer focused
- Team Player.
- Pleasant telephone manner
Person Specification
Education & Qualification
Essential
- 3 GCSE's at Grade A - C or an equivalent qualification.
- NVQ or equivalent in Customer Services, or willing to work towards.
- Supervisory Management course or willing to work towards.
Experience
Essential
- Previous experience of working in Switchboard
- Experience of working in the RPI team.
- Previous experience of managing/co-coordinating Telecommunication Services provision.
- Previous experience of managing/supervising a large team of staff.
- Experience of working in the Public Sector.
- Experience of multi-tasking in a busy team environment
Desirable
- Experience of understanding of current legislation and information
- Previous NHS experience
Skills
Essential
- Ability to multi-task, prioritising work and meeting tight deadlines.
- Able to follow written instructions and procedures
- Excellent administration skills.
- Good organisational skills and ability to address and develop solutions to problems
- Good communication skill to develop effective working relationships throughout the organisation
- Evidence of good written and spoken communication skills.
- Excellent attention to detail.
Desirable
- Siemens and AC-Win/DS-Win configuration
- Computer literate, particularly Microsoft Word and Excel
- Amcom Messenger bleep system programming experience
Qualities
Essential
- Ability to cope with demanding and stressful scenarios.
- Ability to work alone, unsupervised, dynamically prioritising demands
- Approachable and Supportive.
- Flexible approach to working hours/duties.
- Customer focused
- Team Player.
- Pleasant telephone manner
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.
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).
Additional information
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.
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).
