Switchboard Operator (Bilingual) (Casual 0.0 FTE)

About the Position

The Switchboard Operator serves as the first point of contact for clients, visitors, staff, and the public in a 24-hour bilingual environment. The role provides reception and switchboard services, responds to inquiries, directs individuals to appropriate programs and services, and supports organizational safety by coordinating emergency communications and protocols.

Key Responsibilities

• Receives, directs and informs clients, staff and the public as the facility’s main reception and information desk.
• Operates the internal paging system with the ability to page in both official languages.
• Directs police, ambulance, fire fighters, Para Transpo, taxi drivers, couriers/drivers and others to appropriate locations (various departments, inpatient unit and the Royal Ottawa Place).
• Logs all emergency codes, personal long-distance calls, in and out key distribution and emergency pages.
• Works in collaboration with other departments and staff e.g. Professional Practice Coordinator, Security, etc.
• Receives, directs, informs and responds to internal and external callers as the main facility’s telephone line on a timely basis and in a respectful and courteous manner.
• Transfers all incoming calls to appropriate departments, programs and services.
• Reports maintenance and housekeeping issues to facilities help desk, as required.
• Monitors and pages all emergency codes e.g. Code White, Ekahau code alert tags, medical and fire emergencies in both official languages.
• Works in a manner that is in compliance with staff and patient/client safety practices, policies and procedures of The Royal.
• Ensures a work environment that is conducive to the Royal’s Harassment-Free Workplace policy.

Qualifications

• Secondary School Graduation Diploma is mandatory.
• Previous switchboard experience mandatory.
• Knowledge of hospital environment is considered an asset.
• Ability to handle emergency situations in calm and efficient manner.
• Ability to learn quickly and retain/utilize information efficiently and effectively.
• Demonstrated organizational skills and general clerical skills, i.e. keyboarding skills, email, etc.
• Demonstrated ability to work independently, exhibit excellent judgment, perform calmly and effectively in ‘emergency’ situations, retain information efficiently and perform in a professional and pleasant manner.
• Reliable, dependable, punctual, with good customer service qualities.
• Ability to communicate effectively with clients in a mental health care environment.

Language Requirements

• Bilingual (French/English) is mandatory. English level A- is mandatory in oral comprehension, expression, reading, and writing. French level A- is mandatory in oral comprehension and expression.