Switchboard Operator (XN02)

Leeds Teaching Hospitals

This job is now closed

Job summary

The Switchboard Service is the core of Leeds Teaching Hospitals, which include Leeds General Infirmary, St James University Hospital, Wharfdale, Chapel Allerton and Seacroft. We receive approx. 20.000 calls per week.

We recently made great changes in Switchboard and use a computer-based platform call Liberty Converse provided by Netcall.

The Switchboard Service is a 24/7 service

The Switchboard Service is located within the LGI

Expected Shortlisting Date

26/03/2025

Planned Interview Date

09/04/2025

Main duties of the job

The Priority of the service is to follow the Leeds Way Values and behaviours and aim to get the caller to the right place at the right time.

A crucial part of the service is supporting the emergency procedures for the Hospitals which include:

Crash Calls- delivering the appropriate message to the Crash team to help save patients life.

Fire Calls- if a fire alarm is activated within the hospital, Switchboard are responsible for ringing the fire brigade and liaising with appropriate emergency teams to make sure the fire is dealt with asap.

Major Incidents, if a major incident happens and the Hospital is needed the Switchboard implement the MAJAX procedure pulling a specialist team to support the incident.

The calls are so varied and often need a string resilient attitude to work under pressure or acute situations.

Overview of your organisation

THE LEEDS WAY VALUES

Our values are part of what make us different from other trusts, so we see this as a strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work.

We are committed to delivering the highest quality and safest treatment and care to every patient, every time. We will always be patient-centred, fair, collaborative, accountable and empower our patients and colleagues. The best for patient safety, quality and experience.

About us

Patient-centred

Collaborative

Fair

Accountable

Empowered

All our actions and endeavours will be guided and evaluated through these values

Additionally, the following are core values which relate specifically to this post:

The jobholder will place a high value on the quality of service by ensuring that all documentation is received, checked and processed appropriately, in line with departmental procedures

Respect the contribution of all members within the team/department and the importance of working together to ensure a high standard of patient care

Recognise the importance of Data Protection and confidentiality

Be aware of what information can be disclosed to staff, patients and

Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Date posted

06 March 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£23,615 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

C9298-OPD-0066

Job locations

Leeds General Infirmary

Great George Street

Leeds

LS1 3EX

Job description

Job responsibilities

This role provides a high standard switchboard service and the post holder will be required to receive a range of calls from both external and internal callers and connect them as appropriate.

As the first line of contact for callers the post holder is responsible for providing an efficient and responsive service as they are the interface for the hospital.

They will also be responsible as the first point of contact in activating procedures for the full range of Trust emergency alarms which include Fire, Crash and security.

The post holder will operate a screen based (PC) switchboard console which has a database which holds all necessary information needed to access the Trust's 12,000 extensions.

The ability to learn and retain information regarding numerous Trust services and specialities in order to deal with patient enquiries.

The post holder will be responsible for the effective operating of the Trust paging systems.

The post holder will be required to use the Patient Centre Administration system to assist with enquiries with regard to outpatient appointments and will work collaboratively with the referral booking service supporting and making new and follow up bookings as directed.

Must be able to communicate effectively and sensitively with a wide range of people including patients, relatives, clinicians and other Trust staff.

Provide both internal enquiries and Directory enquiries for Trust staff.

PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

Answer calls from both external and internal callers with a prompt and polite response and connect them to the appropriate department. This involves using the switchboard database and the Patient Administration System, where appropriate to look up the name/department required and then connecting the caller as quickly and efficiently as possible.

To be fully conversant with and adhere to standard operating procedures, policies and agreed departmental procedures.

To greet callers, providing an efficient and courteous service connecting them to their required department and offer further assistance and guidance when required.

Accurately log all information as required for the purposes of audit/information including identifying necessary improvements.

Using judgement, activate the necessary procedure act calmly, quickly and take immediate and precise action according to written procedures to alert the correct/appropriate service. Ensure the required essential information is communicated to allow the incident to be responded to in the appropriate manner and that the correct resource is deployed.

Being conversant with, monitoring and responding to a variety of alarms and initiating emergency and other call outs in the following procedures. These also cover peripheral sites:

Fire Alarms

Crash Calls

Major Accident Procedure

Bomb Alerts

Security and Violent Patient Calls

Oxygen Alarms

Blood Bank Alarms

Boiler House Alarms

Medical Gas Alarms

Intruder Alarms

Fridge Alarms

Lift Calls

Mentor and provide support and guidance to newly appointed staff.

Ensure the effective operation of the Trust paging system and the Long range pagers by answering callers and using system to contact required staff and then connect.

To ensure that any difficulties in implementing emergency and operational policies and procedures are reported immediately at an approriate level.

Provide first point of contact for the internal enquiry service providing callers with necessary information required to enable callers to make contact with required destination. Also provide a contact point for Directory Enquiries and connect calls to obtain information they require. Monitor usage of this service and report any abuse to supervisor.

Be responsible for the creation of the daily rota sheet which requires information to be transferred from a number of rotas to produce a single on call contact document. Be able to interpret on call rotas across the Trust for Medical and Nursing staff, Executive and Admin, to assist with the task.

Collate information on personal call usage and provide information to cashiers for the creation of appropriate billing.

Follow defined procedures and guidelines where available, using own initiative to resolve new undefined circumstances, such as unusual calls or enquiries from the public, referring the issue to the supervisor on call when required.

Provide on call information to other trust staff regarding on call personnel. This involves looking up sometimes complex rotas with conflicting information on them.

Issue temporary mobile phones (out of hours) to on call staff, assess the impact of failed communication equipment and issue temporary when deemed necessary. Maintain equipment inventory for audit purposes.

In the event of a lost/stolen mobile phone device (out of hours) advise Trust staff of the procedure to follow and record the information.

Issue temporary pagers (out of hours) (crash, fire, security) when original becomes faulty. Record information for supervisor and also inform Trust staff of contact changes when required.

Be conversant and able to operate all back up equipment and procedures in case of failure of the bleep system, switchboard consoles or system failure.

Use systems including the Patient Administration System (PAS) to advise and help both internal and patients/relatives who are experiencing difficulties getting through to the correct department.

Out of hours staff must accurately record extension and payphone faults to the relevant internal/external department or agency as directed.

Carry out daily testing of crash team bleeps, record response and provide the information for monitoring/audit purposes. Also ensuring peripheral site bleeps are in working order.

To be responsible for own work load and work without direct supervision out of hours.

On an ad hoc basis provide switchboard supervisor with changes to telephone numbers and extensions and other information as necessary to update switchboard server.

Participate in a regular rolling programme to review, audit and update information held on the switchboard console, by contacting users to ensure data integrity.

Complete necessary paperwork to document changes for data input.

To work flexibly to maintain adequate staffing levels to ensure a 24/7 service is maintained. All staff working on this flexible contract are required to provide cover at short notice in order to maintain essential first line and emergency services.

Any other appropriate duties delegated by the Switchboard Supervisor.