Telephonist Attendant

Qualifications

• Have been educated to Leaving Certificate Standard;

or

• Have passed an examination of comparable standard at second level;

or

• Have satisfactory relevant experience, which encompasses demonstrable equivalent skills

Experience (Duration & Type) • Minimum two years’ experience as a Telephonist/Receptionist within the past 5 years. • Customer Service Experience • Knowledge of hospital policies and procedures for example - visiting policy; • To have thorough understanding of all requirements of front of office. Skills/Abilities

• Excellent communication skills (both verbal and written); • Strong Interpersonal skills • Friendly, approachable and pleasant manner; • Ability to deal with hospital staff, patients, visitors and members of the public in a courteous and respectful manner; • Methodical and organised approach to work; • Ability to work as part of a team and work on own initiative; • Accuracy and attention to detail; • Analytical and problem solving skill; • Motivated; • Reliable and conscientious; • Willingness to learn; • Resilient and calm manner capacity to work under pressure; • Flexibility; • Practical and assertive; • Identifying and assessing a customer’s needs to ensure that they are satisfied • Customer focused: i.e. Actively takes responsibility for meeting internal “customers” and external “customers”. Example of internal customers: Hospital staff in all departments, supervisors & patients.

External Customers: Patients, General public, relatives and other outside agencies.

Knowledge & Understanding • Knowledge of general reception/ office procedures; • Ability to utilise technology to handle a high volume of calls • Demonstrate the importance of a patient focused approach to work.

Overall job role: The Coombe Women & Infants University Hospital is seeking a Telephonist Attendant to join our team at the main hospital campus. The post holder will become an integral member of the team to deliver excellence to all our patients/visitors through our team in our Front Office Department to ensure patients and visitors are greeted promptly and efficiently. In addition, the post holder will operate a high volume switchboard and direct all calls to the appropriate location within the hospital.

Responsibilities & Accountabilities: • Maintaining strict confidentiality of patients at all times. • Operate the telephone switchboard in accordance with the standard procedures laid down by the Hospital. Operate the hospital paging system, according priority at all times to emergency calls. • Admission of patients when Admission Office is closed. • Contacting the relevant department and advising them of Admission. • Contacting or referring patients to appropriate staff or department for Emergency. • The acceptance and delivery of flowers, gifts etc., for patients and staff. The acceptance of Hospital supplies when departments are closed if practicable. • Assessing patients when they present to the hospital i.e. how many weeks pregnant, directing them to the relevant department i.e. admissions, emergency ward, assessment unit, labour ward. • Getting wheelchair for patients. Calming them if needed. Assisting at birth if required • Consoling and comforting distressed patients, grieving parent and families. • Deal with requests for paging. Maintain on-call duty schedules for all N.C.H.D.’s and other on call staff. Liaise with medical administration departments to ensure these are up to date at all times. • Maintenance of pagers: change outs, battery checks, reprogramming new pagers and updating of pager lists as necessary. • Responding to all alarm systems in Reception Area. Monitoring fire alarms, gas alarm and laboratory alarm. Contacting relevant staff regarding these and also to activate evacuation alarm and contact Fire Brigade. • Reporting lifts when out of order and recording details of same. Effecting Emergency release from lift by using lift key at reception if required. • Deal with internal and external telephone enquiries in an efficient, professional, courteous and friendly manner. • Observe the procedures laid down by the hospital in the event of a defect occurring in the telephone system. • Treat as priority any emergency calls. Assist with conducting the crash tests. Reception staff issue and assemble the Emergency group teams as per First Responders, as set out by medical management. • Observe the code of procedures regarding all emergencies. • Answer and deal with enquiries from inside the hospital and from outside sources. Record and maintain such telephone records as required, including the logging of reported telephone faults, and the logging of telephone calls for billing purposes. • Assess faults to phones in-house and deal with them accordingly if possible i.e. change wires, replace handset, unforward telephones lines from switch, unblock mobile phones, activate voicemails. • Observe the procedures laid down by the hospital in the event of a defect occurring in the telephone system. • Co-operate with new equipment, technology, methods and techniques for the provision of an enhanced service. Assist with the regular testing of equipment and technology to ensure all in working order and continuity of service.

Reception Duties: • Meet and greet members of the public in a courteous manner, answer all enquiries made, and direct persons to the appropriate clinic, ward, office etc., • Liaise with staff in all departments, the public and outside agencies.

• Answering direct line to Dublin fire brigade and ambulance service who inform us as to what type of Emergency is on route to the Hospital. Relaying this information to the relevant department i.e. labour ward, emergency room, etc., • Answering stat phone and sending the correct medical team to that emergency e.g. cardiac arrest • Ordering and logging taxis on the hospital accounts for all departments. • Operate the IPMS system, and in the event of computer outage, source alternative lists from admissions. • Make daily lists of Consultants and doctors on call for that day, making sure these lists are readily available when requested to be used in Emergency situations. • Keep such correspondence, files, records and accounts as may be required from time to time.

General: • Monitor and update as required the Emergency plans for the Hospital, ensuring these are kept in line with hospital procedures, protocols and Management. • Call in staff involved in the provision of an after-hours on call service for the hospital as required e.g. – X-ray, Clergy, OTIS, Diacom. • Liaise with other departments to ensure the Delivery pack, First Aid box, and Biohazard Disposal kit at reception is fully equipped and ready for use. • Custody and distribution of keys held at Reception area. • Distribution of post to various departments. • Setting up conference phone for meetings. • Updating of telephone phonebook for the Intranet, updating of bleep list. • Inputting of time and attendance and weekly reports into the Clockwise system. Recording of annual leave and attendance i.e. – sick leave. • Flexibility within the roster is required to provide 24 hours / 365 days Telephone / Reception service. Ensuring staff rota is covered for annual and sick leave. • Cooperation with training / re-training as required, including the training of new staff. • Such other duties may be assigned by Management. • This is a profile of the main duties and responsibilities which may be reviewed by Hospital Management and the Head Telephonist in keeping with Hospital service requirements and as discussed with the post holder. Health “A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health as would indicate a reasonable prospect of ability to render regular and efficient service.”

Be of good character A person selected for this role must be of good character.

Garda Vetting The National Vetting Bureau (Children and Vulnerable Persons) Acts 2012 to 2016 provide a statutory basis for the vetting of persons carrying out relevant work with children or vulnerable persons. Given the specialised nature of the services provided by the Coombe Women and Infants University Hospital, your appointment is subject to satisfactory Garda Vetting and revetting in circumstances where the Hospital deems it appropriate. You are obliged to disclose previous and any criminal convictions acquired during the course of your employment. Should the Hospital obtain information from the Garda Vetting Unit to indicate that your Garda clearance report is not satisfactory and / or if you have supplied the Hospital with false or misleading information in relation to your Garda clearance status, the Hospital may terminate your contract with immediate effect.

Particulars of Office The appointment is temporary fixed term full-time contract and pensionable.

Duties The responsibilities of this post will evolve and may include other relevant duties, not currently documented in this job description which the post holder would be required to undertake in line with service requirements, following consultation. The responsibilities and reporting structures for this position, as outlined, may be subject to change in the future, within the context of the reconfiguration of management structures in the hospital and the managed clinical network.

Hours of work Normal working hours are 39 hours per week worked over 5 days Monday-Sunday. However, you will be required to work the agreed roster/on call arrangements advised to you by your line manager. The telephony department requires cover 24 hours a day, 7 days a week, 365 days a year and this post holder will be required to work night shift to provide cover for annual leave, sick leave and other leave for staff in the department Your contracted hours of work are liable to change between the hours of 8 am to 9.30 pm over 7 days to meet the requirements for extended day services in accordance with the terms of the Framework Agreement.

The hours for the night shift post will be 09.30pm until 08.30am. Flexibility This post requires a high level of flexibility to ensure the delivery of an effective and efficient service. Therefore, the post holder will be required to demonstrate flexibility as and when required, i.e. evenings/weekends.

Remuneration Remuneration is in accordance with the salary scale approved by the Department of Health & Children effective from 1st June, 2024. Current remuneration as follows: € 29,310 - €46,448 pro rata per annum (including LSIs)

Probation The successful candidate will be appointed initially for a probationary period of six months. During the probationary period progress or otherwise will be monitored and at the end of the probationary period the service will (a) be certified as satisfactory and confirmed in writing or

(b) if not satisfactory, the probationary period may be extended by 3 months.

Annual Leave Annual leave entitlement is 185 hours (25 working days) pro rata per annum, plus 9 Bank Holidays per annum as they occur. The annual leave year runs from 1st of April to 31st March each year.

Sick Leave Payment of salary during illness will be in accordance with arrangements as approved from time to time by the Department of Health.

Termination of Office The employment may be terminated at any time by one months’ notice on either side except where circumstances are dictated by the Minimum Notice and Terms of Employment Act 1973/2001. The Management’s right under this paragraph shall not be exercised save in circumstances where the Management is of the opinion that the holder of the office has failed to perform satisfactorily the duties of the post or has misconducted himself/herself in relation to the post or is otherwise unfit to hold the appointment. Pension arrangements and retirement age There are three superannuation schemes currently in operation for staff in The Coombe Women & Infants University Hospital: (a) Voluntary Hospital Superannuation Scheme (Non-New Entrant) (b) Voluntary Hospital Superannuation Scheme (New Entrant) (c) Single Public Service Pension Scheme

Please read carefully the summary of the criteria for the three superannuation schemes below. This will assist you in identifying which scheme membership is applicable to your employment circumstances. (a) If you have been continually employed in the public service prior to the 1st April 2004 and you have not had a break in service of more than 26 weeks, you will be included in the Voluntary Hospital Superannuation Scheme (Non-New Entrant) with a Minimum Retirement Age of 60 and a Maximum Retirement Age of 70. (b) If you have been continually employed in the public service post from the 1st April 2004 and you have not had a break in service of more than 26 weeks, you will be included in the Voluntary Hospital Superannuation Scheme (New Entrant) with a Minimum Retirement Age of 65. There is no Maximum Retirement Age. (c) If you have commenced employment in the public service as a new entrant or you are a former public servant, returning to the public service after a break of more than 26 weeks, you will be included in the Single Public Service Pension Scheme effective from the 1st January 2013 with a minimum retirement age of 66 (rising to 67 and 68 in line with state pension changes). The maximum retirement age under this scheme will be age 70.

The person appointed will be required to join the relevant Superannuation Scheme and will be required to contribute to the employing authority at the appropriate rate of gross annual superannuable remuneration as determined by the Minister responsible for the Scheme. Pension benefits made to part-time staff will be on a pro-rata basis.

Pension Arrangements and Retirement Age: For existing Public Servants (i.e. those who have entered the public service on or before the 31st March 2004). The Public Service Superannuation (Age of Retirement) Bill 2018 provides for an increase in the compulsory retirement age of most pre-2004 public servants from age 65 to 70 years. However, candidates should note that changes have been made in the superannuation provisions and retirement ages for public servants who take up duty with effect from 1st April 2004.

In this context, new entrants, within the meaning of the Public Service Superannuation (Miscellaneous Provisions) Act 2004, to the public service should note: The minimum pension age has been increased to 65 years for most new entrants to the public service. The compulsory retirement age of 65 has been removed

Pension benefits for new entrants will accrue on a standard basis (i.e., one year’s credit for one year’s service up to a maximum of 40 years’ service) while normal abatement of pension provision will apply to all public sector posts. With effect from 1st January 2013, it is a condition of the appointment of new entrants to the public service* that you be a member of the Single Public Service Pension Scheme. Please see information booklet enclosed If you have commenced employment in the public service as a new entrant or you are a former public servant, returning to the public service after a break of more than 26 weeks, you will be included in the Single Public Service Pension Scheme effective from the 1st January 2013 with a minimum retirement age of 66 in 2018 (rising to 67 in 2021 and 68 in 2028 in line with state pension changes). The maximum retirement age under this scheme will be age 70.

*A former public servant returning to the public service after a break of more than 26 weeks is considered a new entrant.

Health & Safety • All employees must comply with the Safety, Health and Welfare at Work Act, 2005. • Comply and enact Health and Safety responsibilities as outlined in Hospital policies, protocols and procedures relevant to your area. • Take reasonable care to protect your own safety, health and welfare and that of any other person who may be affected by your acts or omissions at work. • Ensure that personal protective equipment is worn while on duty • Correct use of equipment

Information Technology Ensure that you make the most effective and efficient use of developments in technology for both patient care and IT support in a manner, which integrates well with systems throughout the organisation, actively assisting in the integration of new technology and systems.

Hygiene/Infection Control All employees have responsibility for Hygiene awareness. Hygiene is defined as “The practice that serves to keep people and environments clean and prevent infection.” All employees also have a responsibility under their terms of employment to prevent transmission of infection and to follow the hospital infection control policies and guidelines as outlined in the Infection Control Manual. All employees must be aware that they work in an area where there is potential for transmission of infection. All employees have a responsibility to follow hand hygiene guidelines as this is the single most important intervention to prevent the transmission of infection.

Confidentiality In the course of the post holder’s employment he/she may have access to or have information concerning the personal affairs of staff or other confidential information. Such information is strictly confidential and unless acting on the instruction of an authorised officer, on no account must information concerning staff or other service business be divulged or discussed, except as appropriate in the performance of normal duty. In addition, information, records, files must never be left in such a manner that unauthorised persons can obtain access to them. No records, documents or property of the Hospital may be removed from the premises of the Hospital without prior authorisation. You must return to the Hospital upon request and, in any event, upon the termination of your employment, all documents or other property of the Hospital which are in your possession or under your control.

Data Management Ensure compliance with the obligations required by the Data Protection Regulation (GDPR) and Data Protection Acts 1988-2018

Trust in Care Policy The Coombe Women’s Hospital is committed to the principles of the Trust in Care Policy and all employees have a duty to report concerns for the safety and welfare of patients with in the procedures detailed in this policy.

Children First: National Guidance for the Protection and Welfare of Children Act 2015 The Hospital is committed to the principles of the Children First Act 2015 all employees must fully comply with Procedures and Practices including relevant legislation and Codes of Practice.

DEVELOPMENT OF HOSPITAL GROUPS The Hospital Structure is currently under review and, therefore, reporting relationships may change. The development of Hospital Groups may require the post-holder to adopt a different reporting relationship and additional accountabilities. Full consultation will take place in advance of any such change

Note: This job description is an outline of current broad areas of responsibility and accountability and should not be regarded as a comprehensive listing. As the role develops in the hospital this job description may be reviewed in light of possible new structures and/or changing needs of the hospital. The extent and speed of change in the delivery of health care is such that adaptability is essential at this level of appointment. The incumbent will be required to maintain, enhance and develop their knowledge, skills and aptitudes necessary to respond to a changing situation. The Job Description must be regarded as an outline of the major areas of accountability at the present time, which will be reviewed and assessed on an on-going basis.