POSITION DESCRIPTION – Switchboard Operator

POSITION: Switchboard Operator

AWARD/AGREEMENT: Computer Clerk

CLASSIFICATION TITLE: (HS1A)

DEPARTMENT/UNIT: Health Information Services

SECTION: Switchboard

DIVISION: Information Development

ACCOUNTABLE TO: Switchboard Team Leader

OPERATIONALLY ACCOUNTABLE: Switchboard Team Leader

Deputy Director, HIS

ALFRED HEALTH

Alfred Health is the main provider of health services to people living in the inner southeast suburbs of Melbourne
and is also a major provider of specialist services to people across Victoria. The health service operates three
outstanding facilities:

The Alfred is a major tertiary referral teaching hospital and provides a number of state-wide services.

Caulfield Hospital is a provider of a range of specialty services in the areas of community services, rehabilitation,
aged care, residential care and aged mental health.

Sandringham Hospital has a strong focus on meeting the health needs of the local community.

Further information about Alfred Health is available at www.alfredhealth.org.au

POSITION SUMMARY
 Responsible in answering all incoming calls.
 Updating changes to medical staff rosters.
 Dealing with Emergency calls promptly.

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KEY RESPONSIBILITIES
 All Emergency (88) calls to be answered and dealt with immediately.
 Answer external and internal calls. Establish nature of inquiry and if necessary access the
computer-based Staff Directory for information to ensure calls are diverted to the most
appropriate extensions.
 Make changes when required to the Staff Directory to ensure it’s accurate at all times.
 Advise the Team Leader of errors/additions to the Staff Directory.
 Operators are to utilise the computer paging system whenever possible to reduce to a
minimum the amount of voice paging.
 Report any switchboard or system faults and maintain log of faults.
 Compile roster from after hours and receiving core roster.
 Maintain a log of any Emergency calls. e.g. Red, Blue, Black.
 Operators are to ensure they continually update their knowledge of all subjects relating to
Safety.
 Answer Caulfield calls as required.
 Other duties related to Switchboard as requested by a Team Leader or Manager.

KEY CAPABILITIES AND VALUES:

Capabilities
 Good communication skills dealing with public and staff.
 Ability to function calmly and efficiently as well as cope with several streams of activity concurrently.
 Ability to work within a team and function independently as required.
 Able to handle Emergency situations under stress.
 Promote and maintain good customer relations.

Values

Values consistent with those of Alfred Health which are integrity, accountability, collaboration and knowledge.

QUALIFICATIONS/EXPERIENCE REQUIRED
 Higher School Certificate/Victorian Certificate of Education.
 Previous clerical and switchboard experience, preferably in a Hospital environment.
 Highly developed organisational, communication and interpersonal skills.

Position Description authorised by: Chrisa Alexiou, HIS Deputy Director

Date: 8th January 2019

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