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Detailed job description and main responsibilities

Communication and working relationships

• Effective Collaboration: Work closely with cross-functional teams, stakeholders, and clients to ensure smooth coordination and communication.
• Building Relationships: Develop and maintain positive working relationships across the IT department, fostering a collaborative and team-oriented environment.
• Interdepartmental Interaction: Engage actively with other departments, patient inquiries, and clinical teams to promote synergy and effective communication.
• Clinical Collaboration: Partner closely with clinicians and key staff groups to understand and meet their specific IT communication needs, aiding in the specification and procurement of tailored business solutions that involve information technology.

Planning and organisation

• Strategic Development: Assisting in the development of strategic plans for the telephony and switchboard services, aligning them with the broader goals and objectives of the organisation.
• Implementation of Strategies: Implementing these strategic plans effectively, ensuring that they contribute to the overall success and efficiency of the telephony services.

• Resource Management: Managing resource allocation wisely to ensure optimal operational efficiency and cost-effectiveness.
• Adaptive Planning: Organize tasks and activities with flexibility, adapting plans to accommodate varying workloads and potential interruptions.

• Operational Efficiency: Overseeing the scheduling and budgeting aspects of the telephony services to maximize efficiency and minimize unnecessary expenditure.

Analytical and judgemental Skills

• Problem Solving: Utilize problem-solving abilities to devise effective solutions to these challenges.
• Sound Decision-Making: Exercise informed judgement in decision-making, considering the technical, operational, and business impacts.
• Critical Thinking: Apply critical thinking skills to evaluate IT and staffing issues.

Responsibility and accountability

1. IT Infrastructure Support: Assist the network, telephony, and switchboard manager with all IT infrastructure support issues, in line with ITIL V34 best practices.
2. Service Management: Cover various aspects of service management including Service Level, Incident, Problem, Budget, and Configuration management.
3. Continuity and Recovery: Oversee Service Continuity and Disaster Recovery planning and execution for the Telephony and Switchboard departments.
4. Capacity Management: Manage and optimize staffing effectively.
5. Service Level Compliance: Ensure adherence to service level agreements, maintaining high service standards and compliance with relevant policies and regulations.

Responsibility for patients and client care

• Impact Awareness: Understand how the department's services affect patient care, client satisfaction, and the organisation’s reputation.
• Support Healthcare Delivery: Ensure that telecommunication systems and switchboards effectively support healthcare delivery and meet client needs.
• Patient and Client Interaction: Engage in incidental contact with patients or provide advice to patients and clients by handling switchboard calls.
• Team Performance Management: Be accountable for the overall performance of the telephony and switchboard team in providing services to all constituent organisations of the South Devon Health Community, including Devon ICB and CFHD.
  
  

Policy and service responsibility

• Policy Adherence: Comply with and enforce existing IT policies, procedures, and best practices.
• Implementing Service Standards: Implement and uphold IT service standards, ensuring alignment with regulatory requirements.
• Trust Policy Compliance: Follow the Trust's policies and procedures, maintaining accurate and up-to-date documentation.

Responsibility for finance, equipment, and other resources

• Resource Management: Manage resources within the switchboard and telephony section, focusing on expenditure control and cost optimization.
• Equipment Procurement and Maintenance: Oversee the procurement and maintenance of equipment such as batteries, pagers, mobile phones, and desk phones.
• Asset Management: Handle the asset management and effective documentation and utilization of all equipment and resources.

Responsibility for supervision, leadership, and management

• Autonomous Working: Operate with a degree of autonomy, adhering to organizational and professional policies, and manage work independently while seeking managerial advice when necessary.
• Leadership and Guidance: Provide leadership, guidance, and mentorship to both the switchboard supervisor, telephonists, and telephony team members.
• Performance Management: Conduct performance evaluations, set objectives, and identify training and development needs for team members.
• Team Motivation: Manage and motivate the telephony and switchboard teams in a dynamic and demanding environment, focusing on their professional growth and development.

Information technology and administrative duties

• System Operations: Oversee the operation and maintenance of IT systems within the Telephony & Switchboard team.
• Documentation and Reporting: Ensure accurate documentation, record-keeping, and reporting of all IT activities and incidents.
• Governance and Standards Compliance: Support the Trust in adhering to Information Governance and Data Protection obligations and ensure compliance with National Standards and Quality Assurance requirements.

Responsibility for research and development

• Technology Awareness: Keep updated with emerging technologies and industry trends, evaluating their potential impact on the department.
• R&D Leadership: Lead or contribute to research and development projects aimed at enhancing IT capabilities and fostering innovation.