Summary At Sunnybrook Health Sciences Centre, The Telecommunications Department plays a crucial role in ensuring effective communication within Sunnybrook. Telecom Operators serve as a vital point of contact during emergency occurrences, and play a pivotal role in connecting patients, staff, and the public as front-line staff. Sunnybrook’s Telecom Operator role goes beyond call handling. Ensuring the safety and well-being of patients, staff and the public through effective communication and quick responses to emergencies. The operator must work closely with other hospital departments and health partner’s security personnel, and emergency response teams to ensure a coordinated response during crises.

Summary Of Duties

• Maintain a professional and courteous demeanor while answering a high volume of calls;
• Demonstrate knowledge and understanding of hospital information systems;
• Have the ability to operate various computerized communication consoles and associated equipment to receive, assess, and relay information to clinical teams and internal leaders;
• Must be able to communicate with patient and their families in a compassionately and reassuringly manner;
• Ability to operate all equipment in the department proficiently (e- mail, web-based applications, switchboard, locating phone console, pagers, SMS notifications, Encrypted Messaging, PA paging system.
• Prioritize and act on all calls for locating on-call personnel, physicians and other medical personnel as required promptly;
• Constantly review events and adjust priorities based on incoming information.
• Answer calls from individuals who are involved in stressful and potentially life-threatening situations.
• Respond to all emergency codes and alarms per Sunnybrook and departmental policies and procedures promptly;
• Respond to urgent requests efficiently and accurately.
• Ability to work rotating shifts which include days, afternoons, nights and weekends.
• Provide instructions or directions to callers when required.
• Must adhere to strict security and confidentiality protocols.
• Ability to hear/listen and readily relay information accurately while operating various methods of equipment;
• Demonstrate commitment to core values of inclusion, teamwork, Compassion, innovation.
• Comprehensive safety programs and practices including staff safety, patient safety and environmental safety and participate in regular in-service education in this area.

Qualifications/Skills

• Minimum Grade 12 or an approved equivalent combination of education, training and experience;
• Post Secondary Education in Emergency Telecommunications or Public Safety Communication preferred.
• Knowledge of medical terminology is an asset.
• Typing competency of 40 WPM;
• knowledge of Microsoft Office, Word and Excel (preferred)
• Ability to work in a high-stress environment.
• Ability to demonstrate active listening skills.
• Superior organizational and communication skills to deliver information in an accurate and concise manner both verbal and written;
• Strong multitasking skills that are not compromised in a stressful environment.