Clerical Officer - Telephonist

Specific T&C’s of post

27 hours Shift Working Week

20 days Annual Leave Pro Rota

Remuneration is in accordance with the salary scale approved by the Department of Health: Current salary scale pro rata with effect from 1st June 2026: [Grade, 0609] and rising annually in increments:

€31,934, €33,702, €34,137, €35,020, €36,311, €37,602, €38,895, €39,835, €40,897, €42,130, €43,004, €44,225, €45,458, €47,771, €49,416 including LSI’s pro-rata

Switchboard operates between two locations at CHI Crumlin, Monday to Sunday on a 24/7, 365 day per year period. This job solely night shifts and weekend when required. The standard working week will be rostered as week 1 & 2. You may be required to work Public Holidays including Christmas etc.

Week 1: Monday, Tuesday, Saturday and Sunday

Week 2: Wednesday and Thursday

Reporting Arrangements

This post will report to the Switch Supervisor

Key Working Relationships

The post holder will work closely with:

• Switch Supervisor and telephonists

• Internal stakeholders across a multidisciplinary team

• Service users and general members of the public

Please note that this list is not exhaustive and key working relationships will change as the project moves from service development, construction completion, commissioning & transitioning to steady state

Purpose of the Role

The purpose of this post is to provide Telephonist services to the hospital’s switchboard

Principal Duties and Responsibilities

Professional Duties and Responsibilities:

• The post holder will be expected to live CHI values and be child-centered, compassionate, progressive and will act with respect, excellence and integrity

Switch Telephonist Duties:

• Operate the hospital switchboard in an efficient, prompt and courteous manner

• Confidently operate the switchboard in a professional and timely manner and must be proficient in the use of switchboard equipment, i.e. franking machine, Bleep system, Bleep Analogue Console etc.

• Promptly answer, resolve and transfer calls in a timely manner

• Engage in any required detailed handovers with the evening and morning Telephonists

• Understand the importance of confidentiality and treat all forms of communication with discretion

• Carry out daily administration duties assigned by the Switch Supervisor/designated person in charge

• Accurately record important information and communicate to the appropriate stakeholders when required

• Monitor the switchboard email when on shift for on-call updates and other information

• Maintain and record all telephone records in line with the departmental practices

• Act as a point of contact for dealing with queries from internal and external sources

• Ensure adherence to the operation of the staff paging system code of procedures

• Co-operation with new equipment, technology, methods and techniques for the provision of an enhanced service

• Must be flexible to meet business needs when requested by management

• Cross-cover duties front of house at main reception when required

• Postal duty (when needed)

• Adhere to hospital policies and standard operating procedures

• Be familiar and updated with hospital visiting arrangements and policies and be comfortable providing such information to service users

• Educate and direct internal and external clients to their destinations in a clear and concise manner

• Assist in the continual monitoring and recording of the working condition of hospital bleeps

• Work closely with and support a cohort of multidisciplinary night teams i.e. Nursing Administration, Security, Emergency Department, and ward staff etc.

• Receive and process deliveries out of hours at main reception when required

• Assist and support in shadow training new staff where required

Emergency Procedures

• Be educated and knowledgeable in the relevant emergency procedures as outlined by the department Supervisor

• Adhere to local department procedures if there is a priority/crash or emergency calls or warning systems

• Liaise with designated personnel in responding to all emergency calls i.e. cardiac arrest calls, major emergency plan, fire management plan

• Be knowledgeable with the procedures outlined in the major emergency plan

• Understand the NIMS (National Incident Management System)

Alarms and Security

• Reporting alarms e.g. gases, fire alarms, and liaising with the relevant teams, i.e. Security, Technical Services, and hospital management etc., as the need arises

General

• Liaise with staff who are involved in the provision of an after-hours on-call service for the hospital

• Ensure that all mandatory training is undertaken

• Any other duties as assigned from time to time from the Switch Supervisor

The above is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to them from time to time and to contribute to the development of the post while in office

Eligibility criteria, qualifications and experience

Essential Criteria:

• Have obtained a minimum of Leaving Certificate at Level 4/5 of the QQI Framework or equivalent qualification in line with the framework

• Experience of working in a busy customer/patient service environment

• Must be available to work a variety of shift patterns including weekends, evenings, nights (Including Public Holidays) The Switchboard Department operates 24/7, 365 days a year within a hospital environment

• Experience with Microsoft package, i.e. Outlook and Excel etc.

• You must be flexible

Desirable Criteria:

• Demonstrates satisfactory experience, which encompasses demonstrable similar skills to the position

• Excellent communication skills both verbally and written

• Experience of working within a fast paced and busy environment Previous experience in a healthcare environment is desirable

• Previous experience of using a telephony/busy switchboard

• Be enthusiastic and self-motivated and work well under pressure

• Good communication and interpersonal skills, coupled with the ability to keep pace with an ever change and demanding environment

• Have a high level of commitment and the capacity for responsibility and individual initiative

• Experience operating digital franking machines