Job Description

General Posting Information






POSITION:
Team Leader Call Centre & Emergency Mgmt. Coordinator


DEPARTMENT:
Call Centre


CONDITIONS:
Temporary Full-time for approximately 18 months


HOURS:
Approximately 75.0 Bi-weekly Hours


SHIFTS:
Days / Evenings
7.5 hours per shift (subject to change)


WAGE RANGE:
Scale Minimum Maximum
NONU $31.37/hr $37.67/hr


RESPONSIBILITIES:

Operations Management:

• Provide relief coverage, including providing solutions to problems with the telecom equipment and overhead paging system.
• Maintaining emergency preparedness and response procedures, in compliance with QCH Emergency Management protocols
• Process and dispatch Security staff to all emergency codes, urgent and non-urgent service requests in accordance with the Emergency Response Plan and Standard Operating Procedures
• Answer emergency calls to identify nature and urgency of the request
• Utilizing written and verbal mass-notification systems to provide situational awareness to relevant stakeholders
• Monitor of the Fire Panel to co-ordinate First Stage, Second Stage and Evacuation and alarms as well as make site wide communications where required.
• Co-ordinate response with local Emergency Services as required
• Available to staff 24x7.
• Responsible for answering/paging and directing incoming calls for staff, physicians, patients, and the general public.
• Responsible for ensuring a smooth day-to-day operation in call centre.
• Responsible for responding to the HERO radio.
• Responsible for working with the manager to develop, write, and update emergency policies.
• Coordinate training and education for the organization regarding emergency management.

• Responsible for filing, maintaining QCH Phone List, and updating On-Call List, recording and maintaining all forms, and preparing and distributing on-call schedules, memos, and other information to staff as required.
• Responsible for performing a variety of administrative functions, such as ordering supplies, maintaining the functioning of all related equipment, pager inventory, paging logs, preparing envelopes for mail-outs, updating Outlook Staff List, Info Sheets, Doctors List, Directory, Department Contact Lists and managing the signing log for keys to several departments.
• Responsible for maintaining the Call Centre Master SDS binder and the Call Centre Master Hospital Policy and Procedure Manual.
• Responsible for writing training programs and policies for the emergency management program.

• Assist the Manager with recruitment, interviewing, and hiring staff.
• Responsible for orienting, providing training, scheduling, supervising, and evaluating staff.
• Facilitate the focus of team energy and activities on common goals and objectives to ensure an integrated, progressive approach to service and direction for the department.
• Responsible for HRIS time entry for payroll, preparing discrepancies, review overtime if requested.

• Grade 12 required with two (2) years’ Telecom experience OR an equivalent combination of education, training and experience
• Emergency Management Certification from an accredited organization
• Knowledge of medical terminology
• Experience in the emergency management field
• Working knowledge of office automation (Word, Excel, e-mail) and an automated patient database
• Working knowledge of healthcare facilities
• Excellent interpersonal skills to be able to communicate effectively in both oral and written format with switchboard staff, hospital administration, physicians, nursing, and paramedical staff on matters relating to the switchboard
• Demonstrated training and leadership skills
• Demonstrated customer service skills