About this role
Job summary
We are looking for a dedicated individual to join our Switchboard Team as the Communications Supervisor.
The service is provided 24 hours, 365 days per year and the successful candidate must be prepared to work on rotas across these timeframes, which will include weekends, bank holidays and lone working at night - flexibility and commitment is essential.
You will need to be well organised, flexible and with a good standard of education and the ability to learn quickly, to undertake the Switchboard duties within our busy team
Main duties of the job
Responsible for supervising a comprehensive, efficient and quality based communication service across the health community in Cornwall.Responsible for supervising 12 staff, including flexible working staff, within the Switchboard service at Bodmin Hospital. Providing a message handling communication service.Managing day to day incidents - dealing with anything from disaster recovery, implementation of new technology and ensuring daily processes are followed and understood.
About us
We're an NHS community and mental health provider Trust based in Cornwall and the Isles of Scilly. We deliver community and hospital-based care to improve people's physical and mental health. We also provide specialist support to people with dementia or a learning disability.
We are a people organisation and people matter to us. As part of the team, you'll help support the health and wellbeing of the people who live and visit this beautiful part of the UK.
Over 5,000 people make up the Trust. This includes doctors, nurses, therapists, plus admin and support staff.
We work in people's homes, in community clinics and bases. Some staff work from one of our 10 community hospitals. Our aspiration is to have great people, provide great care, be a great place to work and a great partner.
Approximately 568,000 people live here. A third of people who live in Cornwall are supported by acute hospital services in Devon. As a result, we also work closely with our partners in Devon. In the summer, and during other holidays lots of people choose to visit the area. This increase the numbers of people who use out services.
Job description Job responsibilities
The Switchboard service is a critical frontline service based at Bodmin Hospital providing a comprehensive, efficient, and quality based communication service across the health community in Cornwall, managing over 240,000 calls per annum.
The service supports the Trust, NHS Kernow (KCCG) and One Cornwall (Social Services) with forwarding of calls and message handling in addition to approximately 30 teams/services within the Trust. It is a vital role in assisting out of hours services and holding the operational on call rotas.
In addition the Switchboard is the first point of contact for a range of emergency lines, including fire phone, intruder alarms, Sowenna staff attack, Bodmin Hospital security CCTV and more recently the Urgent Crisis Referral, as well as the co-ordination of several services such as Cornwall Blood Bikes.
The service is provided 24 hours, 365 days per year and the successful candidate must be prepared to work on rotas across these timeframes, which will include weekends, bank holidays and lone working at night, flexibility is essential.
You must have previous experience of dealing with the general public and possess excellent communication skills both written and verbal and also be able to adapt quickly to changes.
Previous experience as a telephonist and knowledge of office systems with keyboard and computer skills are desirable.
Main duties of the job
The post holder will be given a minimum of 3 months training to bring them up to speed with the diversity of the services which use the Switchboard.
We will ensure you are confident in shifts before you move onto any out of hours working, so you are well equipped to carry out this interesting and varied role. There are shifts where enhanced rates are applied, which will boost your hourly rate when working out of hours.
The post holder will work shifts to provide a comprehensive communication service to all Trust Managers, Department heads and users of the service.The post holder will at all times be courteous and attentive to customers both internally and external to the NHS Health Community within Cornwall.Working within the Communications Department providing a comprehensive central communication service across the whole of Cornwall Partnership Foundation Trust and the Health Community.Staffing an efficient and quality based communications service over 24 hours, 365 days per year.
Person Specification
Education / Qualifications and Relevant Experience Essential
NVQ Level 3 / ILM Supervisory Management. Previous Supervisory or Management experience Management or equivalent in experience or relative discipline. Ability to supervise and lead a team.
Desirable
Previous experience within the NHS.
Skills Essential
Microsoft software knowledge. Excellent communication skills, both written and verbal. Ability to work logically, clearly and calmly whilst under pressure.
Knowledge and abilities Essential
Flexibility to work 24/7 service 365 days a year
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.
Employer details Employer name Cornwall Partnership NHS Foundation Trust
Address Bodmin Hospital
Boundary Road
Bodmin
PL31 2QT
United Kingdom
Employer's website https://www.cornwallft.nhs.uk/ (Opens in a new tab)