Team Leader Call Centre-temporary Full-time

6 months ago

Ottawa, Canada Queensway Carleton Hospital Full time

**General Posting Information**

**POSITION**:

- Team Leader Call Centre**DEPARTMENT**:

- Call Centre**CONDITIONS**:

- Temporary Full-time for approximately twelve (12) months**HOURS**:

- Approximately 75.0 Bi-weekly Hours**SHIFTS**:

- Days / Evenings-
**WAGE RANGE**:

- Scale Minimum Maximum- NONU $35.24/hr $42.72/hr**RESPONSIBILITIES**:
**Operations Management**:

- Provide relief coverage, including providing solutions to problems with the telecom equipment and overhead paging system.
- Process and dispatch protection services 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 the nature and urgency of the request
- Utilizing written and verbal mass-notification systems to provide situational awareness to relevant stakeholders
- Monitor 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
- Coordinate and approve where appropriate Call Centre staffing schedule, staffing records, vacation requests, and sick calls
- 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
- Coordinate training and education
- Assist in developing, writing, and updating emergency policies
- Assist with coordinating training and education for the organization regarding emergency management
- Assist in maintaining emergency preparedness and response procedures, in compliance with QCH Emergency Management protocols

**Clerical**:

- 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
- Assist with writing training programs and policies for the emergency management program

**Human Resources Management**:

- Assist the Manager with recruitment, interviewing, and hiring staff
- Responsible for orienting, providing training, scheduling, supervising, and provide feedback to management on staff performance
- 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

**Requirements**:

- Post Secondary Diploma or Degree in a related field
- Three (3) years’ Telecom experience OR an equivalent combination of education, training and experience
- Knowledge of medical terminology
- 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

**Preferred**:

- Emergency Management Certification from an accredited organization
- One (1) year experience in the emergency management field
- Experience in a leadership or supervisory role

**Please note that according to the Ontario Health and Queensway Carleton Hospital Vaccination Policy, all applicants must be fully vaccinated unless they can provide the proof of a valid medical contraindication or exemption on the basis of protected grounds under the Ontario Human Rights Code in order to be considered for any staff or volunteer opportunities. Upon hiring, applicants must provide the proof of either government issued documentation proving they have been fully vaccinated, or present supporting documentation of a valid medical contraindication or exemption under Ontario Human Rights Code.**
- Thank you for your continued interest in Queensway Carleton Hospital. We deeply value and celebrate the principles of equity, diversity, inclusion, and belonging, as they are integral to the enrichment of our work environment. We believe that by fostering an inclusive and diverse community, we can achieve our mission of providing exceptional healthcare services to all individuals with compassion and respect. We encourage applicants from all backgrounds to apply. We welcome those who wou

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