Hospital Communications Operator

Overview

Under general supervision, to operate a computerized communications console and other telephone, paging, emergency, and alarm devices that are part of the Santa Clara Valley Healthcare System communications network or to work in the Protective Services Control Center monitoring cameras and alarms and dispatching associated calls.

The Hospital Communications Operator classification is distinguished from the Communications Dispatcher classification series in that the Hospital Communications Operator performs duties within a Hospital and Protective Services Control Center setting, whereas the Communications Dispatcher series is expected to answer 911 emergency and non-emergency calls, dispatch incoming requests for law enforcement, and dispatch fire and medical services.

The Hospital Communications Operator classification is distinguished from the Communications Dispatcher classification series in that the Hospital Communications Operator performs duties within a Hospital and Protective Services Control Center setting, whereas the Communications Dispatcher series is expected to answer 911 emergency and non-emergency calls, dispatch incoming requests for law enforcement, and dispatch fire and medical services.

• Answers routine and emergency telephone calls (including TTY calls) and through inquiry determines and makes connection;
• Utilizes multiple computerized and telecommunications programs and devices to page and locate physicians and other persons within the hospital system;
• Relays messages for physicians and care teams;
• Provides information to callers concerning clinic schedules, visiting hours, services of the various hospital departments and outpatient clinics, locations of facilities/services, and when permissible, locations of patients or medical personnel;
• Places phone calls for employees and patients;
• Monitors fire and smoke alarms, alerts appropriate personnel regarding specific location of alarms, and follows prescribed follow-up procedures 24 hours a day, seven days a week;
• Monitors cardiac arrest alarms, uses overhead and individual pagers to contact code team to immediately respond to emergency codes, verifies that team members have arrived, and repages when necessary;
• Monitors other alarms and video equipment within the hospital, including pharmacy storage alarms, infant security system, fire pump (water) monitor, and panic buttons in departments and dispatches protective services and environmental/maintenance services personnel as required;
• Monitors security cameras and dispatches associated calls;
• Verifies that Protective Services Officers have arrived on calls and assigns additional officers if necessary;
• Operates a communications radio when Protective Services Office clerical staff is not doing so, dispatches radio traffic (Protective Services Officers, Sheriff s Office, etc.), and logs traffic in the radio log;
• Issues equipment from the Control Center to Protective Services Officers as necessary;
• Maintains constantly changing database of phone and pager numbers by name and location;
• Maintains changing rosters of on-duty personnel, including those in various medical services, respiratory therapy, and environmental services and routinely uses those rosters to locate on-duty personnel;
• Refers callers to other service agencies as necessary;
• Maintains various logs and records of communications activity on a daily basis;
• Activates the Emergency Telephone Power Failure Switch and follows prescribed procedures when the communications system fails;
• Alerts on-duty staff regarding major and minor trauma arrivals in the Emergency Room and logs notification of those arrivals and the estimated minutes to arrival; dispatches protective services and medical personnel to the roof/other site of helicopter arrival;
• May be assigned as a Disaster Service Worker (DSW), as required;*
• Performs related duties, as required.

Sufficient education, training, and experience to demonstrate the ability to perform the above tasks, plus the possession and direct application of the following knowledge and abilities.

Training and Experience Note: The required knowledge and abilities are attained through possession of one (1) year of full-time work experience operating a computerized telecommunications system.

• Ability to travel to alternate locations in the course of work. If driving, possession of a valid California driver’s license prior to appointment and the ability to qualify for and maintain a County driver authorization.
• * As a condition of employment, pursuant to California Government Code Sections  and Local Ordinance, all County of Santa Clara employees are designated Disaster Service Workers (DSWs), including extra help. A DSW is required to complete all assigned DSW-related training, and in the event of an emergency, return to work as ordered.

• Operation of a computerized communications console;
• Basic computer operations including use of…