Job vacancy: Switchboard Supervisor / Administrative Support, Oxford University Hospitals NHS Foundation Trust, Headington

Job summary

Main area

Switchboard Supervisor / Administrative Support

Grade

NHS AfC: Band 4

Contract

Permanent

Hours

Full time
Job share
Flexible working

37.5 hours per week

Job ref

321-CORP-5763202-B4-PUB-4

Employer: Oxford University Hospitals NHS Foundation Trust
Employer type: NHS
Site: John Radcliffe Hospital
Town: Headington
Salary: £25,147 - £27,596 Per annum Pro rata
Salary period: Yearly
Closing: 06/05/2024 23:59

Switchboard Supervisor / Administrative Support

NHS AfC: Band 4

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research.

The Trust comprises of four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.

Many of our recruitment programmes use Value Based Interviewing to identify those who have the skills we seek, who share our values and who are able to deliver compassionate excellence from the outset. We know that this makes a significant difference to your job satisfaction and above all the outcomes and experience of our patients and their families. For more information about our Values and Value Based Interviewing please visit www.ouh.nhs.uk/about/vision-and-values

Detailed job description and main responsibilities

General Duties

To respond to internal and external calls to the Switchboard
Promote a positive and competent impression of the Trust, through interactions with external agencies and organisations, general queries from the public, which may potentially relate to any of the departments. This necessitates developing a thorough knowledge of the Trust to be able to direct callers to the correct department swiftly.
To contribute to diffusing stress displayed by patients, visitors, and staff.
To act as first point of call for any complaints received to the Trust.
Receive calls related to University Clinical Trails.
To respond to any queries relating to a patient location, by referring to EPR.
If receiving complaints relating to Switchboard itself, these need to be reported in a timely manner to the Switchboard Manager and/or Switchboard Service Manager.
To maintain a personal Outlook email account, including reading and responding to requests for action, by Switchboard management team.
To assist any hospital staff requiring replacement analogue phones as per department guidelines.

Bleep System Maintenance

To arrange and carry out bleep clinics on the other hospital sites.

Emergency, Major Incident Calls and On-Call Responses

To receive telephone calls made to the emergency lines which are 4444 for Fire and 2222 for clinical emergencies.
Efficient retrieval and recording of information.
To record the essential procedural actions which are expected as part of the Emergency Call Standard Operating Procedure.
To participate in incident investigations, partaking in culture of transparency, openness, self-reflection and learning to support minimising the risk that any clinical harm is related to the process for notifying the crash team.

On-Call Rota

The Supervisor will liaise with Service based staff across all hospital sites to receive highly complex on-call rotas.
To be amenable to being requested to work a shift at very short notice, in the event of a Major Incident.

Software and System Competencies

To ensure having a full understanding of the Trusts Voice Recognition System.
To operate the internal paging system to contact staff for both internal and external calls.
Replace batteries for internal paging receivers, arrange a replacement pager if faulty and provide instructions to bleep holders on correct usage.
To re-program bleeps to ensure they are compatible with the internal telephone system and issue new bleeps when orders are received into the department.
Dispatch faulty bleeps to the external company (Multitone), keeping up to date records making sure bleeps are returned to the rightful owner.
In case observing a technical issue related to telephony or software, to report this to IM&T, and the Supervisor and support these colleagues toward rectifying issues.
Ensure that if becoming aware of any corrections to directory information that this is informed to the Network Telecoms Team.
Highly developed keyboard and memory skills for procedures, queries, geographical department location, are essential for providing service delivery with levels of clinical safety, speed and accuracy that is expected of an experienced operator.

Trust Alert Systems

Monitor the alarm systems which span all sites, and may include Boiler, Medical Gas, Lift, Fridge/Freezer & Mortuary Alarm faults.
Being able to understand and interpret a variety of Personal Attack, Intruder & Window alarms and pass on relevant information to the appropriate respondent.

Training

The post-holder will be expected to gain competence in a wide range of work procedures and practices. Competencies for responding to a fire alarm or a 2222/4444 emergency call.
To be available to attend regular departmental training up to once every 6 months, even when scheduled during business hours, if this does not fit with your current shift pattern.
To participate in training of new Switchboard staff, including the operation of telephone functions and associated equipment.
To be responsible for keeping up to date with Trust Mandatory Training, through booking courses in consultation with the Switchboard Manager for timetabling purposes.

Supervisory

To produce and maintain staff rotas to ensure that Switchboard meets the organisational requirement to deliver a 24/7 Service.
To participate in the recruitment selection & interviewing of appropriate grades of staff.
To assist the Switchboard Manager with the Hospital payroll system ensuring this is accurate and finished by the payroll deadline.
To respond to annual leave requests from Operators.
To conduct quarterly Quality Monitoring and Assurance (QMA) meetings involving audit of the Switchboard Operator’s calls.
To support the Switchboard Manager and Switchboard Service Manager in conducting annual staff appraisals.
To conduct Return to Work Interviews where an Operator has returned to work following sickness and to complete documentation in support.
To support promoting a healthy team dynamic through judgement, compassion, learning, leading by example, supporting improvement, analysis of person and system related complexities and evaluation of management options.
To report any issues relating to performance or conduct to the Switchboard Manager and to confirm this action to staff involved through confirmation email.
To contribute to maintenance of the Department Training Manual, through updating any new procedures and communicating any requirements for update to the Switchboard Manager and Switchboard Service Manager.

Person specification

Essential

Essential criteria

GCSE or Equivalent
Excel, Word and Outlook Knowledge

Desirable criteria

Supervisory / Management Experience
Office Administrative Experience

COVID-19: The COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not a condition of employment , we do encourage our staff to get vaccinated. If you are unvaccinated there is helpful advice and information at Oxfordshire County Council Website where you can also find out more about how to access vaccination.

Nursing and Midwifery: For candidates applying from outside the UK: Please be advised that we work in partnership with Envertiz who will be managing your recruitment therefore by applying you are consenting to us passing your contact details and application to Envertiz so they can manage your recruitment and on-boarding. If you do not consent to this, please do not apply.

Probation Period: This post is subject to a 6 month probationary period. If you currently hold a contract of employment with the Oxford University Hospitals, this will not apply. This statement does not apply to Medical staff or Executive Appointments.

Referencing: When providing employment reference details please provide correct work related email addresses so references can be sought promptly when we are looking to progress your application. Your first referee will need to be your line manager, supervisor or clinical lead from your current or most recent post or place of study. Please note that if you have previously worked for the Trust we will require a reference from your last Manager, this information is essential if your offer of employment is to be confirmed.

Next Steps: Please make sure that you read the job description and person specification, and that your supporting statement reflects this as your application will be judged against these criteria. Candidates selected for interview will be contacted after the short-listing process, usually within 2 weeks. (Please note that shortlisting times vary when applying for a Medical position within the Trust). The majority of correspondence will be via the e-recruitment system; therefore you should check your emails regularly including junk mail folders in web-based email products.

No unsolicited recruitment agency telephone calls or emails.