Telephony Supervisor

Telephony Supervisor

Permanent

General Services

Beaumont Hospital & Affiliated Sites   

Telephony Manager or other nominated Manager

Appointment will be made on the Grade V Scale (€52,758 - €59,245, LSI1 €61,174, LSI2 €63,110) at a point in line with Government pay policy

Full-Time, 35 hours per week

35 hours per week over a 5/7 roster which includes evenings, nights, week-ends and bank holidays. Flexibility is expected to meet the needs of the service and cross cover when required, i.e. weekend, evenings, bank holiday shifts and night work.

12.00 Noon on 15/09/2026

The hospital switch room operates on a 24/7 basis handling all incoming and outgoing calls of which 60 % of the calls are out of hours.   The switch room is the first point of contact that patients, visitors, relatives and other hospitals engage with when communicating with the hospital and in particular following direct communication from the hospital on appointments/waiting lists/validation exercises. All TSD alarms are currently managed by the switch board together with MIP call out system, fire call out system and cardiac arrest.   There is a critical need to guarantee a staffed service for this front-line service and ensuring all calls are managed in a timely and efficient manner.  Furthermore, all urgent calls to the Hospital of a clinical need are handled and if not can potentially lead to a clinical risk for patients. 

This post will provide support to the Telephony Manager in delivering a high quality service to patients, staff and external stakeholders.  In the absence of the Telephony Manager the post holder will deputise on behalf of the Telephony Manager to ensure the smooth running of the telephony department and the management of all telephony staff assigned to the Department. The post holder will provide leadership to the telephony staff employed by Beaumont Hospital, ensuring that policies/ procedures and service level agreements are adhered to and in so doing ensuring a quality service to patients and service users by ensuring all calls are managed in a timely and efficient manner which will also include   a working telephony role.   

The Telephony Supervisor in conjunction with the Telephony Manager will be expected to contribute to the overall running and development of the department, keep senior management updated on all issues that affect the department or the hospital in general.

• Undertake normal duties and responsibilities of a telephonist in addition to a number of other duties
• Operate the switchboard and paging system in accordance with the standard procedures laid down by the hospital
• Answer and direct all internal and external calls to the Hospital in a timely manner
• Provide on the job training to all telephony staff and provide refresher training on the role of the hospital telephonist when required
• Responsible for initiating responses to internal incidents and plan which involves contacting the fire services and activating the rapid response teams
• Responsible for initiating responses to the hospital’s Major Incident Plan by validating the incident with the Emergency Department’s staff on duty and subsequently activating the Major Incident Plan
• Identify and immediately respond to the various daily emergency calls, and follow the associated hospital procedures, for example: Cardiac Arrest and FAST protocols
• Responsible for the monitoring of alarms i.e. medical gases, fire alarms, building management alarms and lift malfunctions etc
• In the absence of the Telephony Manager, deputise for the Telephony Manager as directed to ensure the operational responsibility for the switch board services
• Ensuring the availability of batteries for dect phones and bleep services
• Ensure all staff are aware of the internal and external emergency systems and their role in same and participating in the active testing of these systems
• Ensure an efficient service is provided at all times
• Ensure medical on-call lists are available to staff in conjunction with the Medical Manpower Department
• In conjunction with the Telephony Manager review and prepare staff rosters in a timely manner to ensure service requirements for the hospital and ensure staff have adequate notice of shifts
• In conjunction with the Telephony Manager review and approval of annual leave requests based on service provision and adequate staffing levels
• In conjunction with the Telephony Manager submit fortnightly and monthly payroll returns to the Payroll Department within the timelines laid down and are within guidelines for unsocial hours/ bank holidays etc.
• In conjunction with the Telephony Manager submit fortnightly and monthly absenteeism returns to the Human Resources Department within the timelines laid down
• Update all internal phone lines in conjunction with the IT Department and service providers
• Liaise with the infrastructure service providers as necessary to ensure all faults / repairs are logged and rectified in a timely manner

• Key role is ensuring the training of all new staff on the role of the hospital telephonist and refresher training when required
• Responsibility for the management and supervision of all telephony staff
• Responsibility for the telephony staff within the department and monitor performance of same
• Ensure that all Human Resources Policies and Procedures are adhered to, including managing attendance
• Ensure all hospital Policies and Procedures are adhered to
• Work as part of the telephony team in ensuring an efficient and quality service to patients, staff and public.

• As a member of the General Services Division support other services when required through cross cover/ mentoring/ deputising as required.
• In conjunction with the Deputy General Services Manager respond to complaints/ PQ’s/ FOI requests in a timely manner.
• In conjunction with the Telephony Manager review existing Standard Operating Procedures and the devising of new SOP’s were required
• Co-operation and keep abreast of new equipment, technology, methods and techniques for the implementation and provision of an enhanced service.
• Monitoring the quality of the telephone and voice communication service with a view to introducing improvements where possible.
• Undertake other administrative work when required consistent with the grading of the post.
• To perform such other duties appropriate to the office as may from time to time be required by the Beaumont Hospital Board

• Computer Skills
• Telephonist experience in operating a busy switchboard and paging system in an acute hospital setting
• Excellent communication and interpersonal skills
• Strong organisational and time management skills
• Possess sufficient administrative capacity to discharge the functions of the grade
• Experience in the supervision and management of staff is desirable

Selection criteria outline the qualifications, skills, knowledge and/or experience that the successful candidate would need to demonstrate for successful discharge of the responsibilities of the post. 

Applications will be assessed on the basis of how well candidates satisfy these criteria.

www.beaumont.ie/hr

Dorothy Costello

General Services Manager

dorothycostello@beaumont.ie

 A short listing exercise may be carried out on the basis of information supplied in your application. The criteria for ranking and or short listing are based on the requirements of the post as outlined in the eligibility criteria and skills, competencies and/or knowledge section of this job specification. In the event of a high volume of applications additional shortlisting criteria may be utilised.