Communications Operator, UHN Connect

Union : CUPE Clerical Bargaining Unit Number of vacancies : 1  New or Replacement Position:  Replacement  Site : Toronto General Hospital  Department : Security, Fire & CONNECT  Reports to:   Manager  Hours : 37.5 hours per week  Salary : $23.14 to $34.70 per hour Shifts : Monday-Friday; 1500-2300  Status : Permanent Full-Time  Closing Date : October 21, 2026  Position Summary  UHN Connect plays a critical role in the fast-paced communication flow at UHN. The Operator is a vital point of contact for all emergency events. They must accurately interpret and disseminate information to all the necessary key responders in an efficient and timely manner. This requires the Operator be able to handle multiple tasks and make quick, accurate and critical decisions under high pressure and stressful conditions. The Operator plays an essential role in UHN’s patient centered care mandate. The day-to-day location of key staff members means that the Operator must retain knowledge of the service specialties and the physicians for all the patient care areas. Answering and processing all calls directed to the main listed numbers for each site requires the Operator to maintain excellent communication skills, exemplary customer service and a thorough knowledge of UHN. The Operators work with limited supervision and therefore it is essential the Operators be self-directed and conscientious. The Operators must maintain a professional demeanor in all aspects of their role at all times.  Duties   • Responds to all emergency codes and alarms per UHN and Departmental policies and procedures; activates the applicable key responders for all emergency codes and hospital emergency events  • Responsible for the safe escalation of care by accurately and promptly managing urgent and emergency communications, activating appropriate response processes, and escalating communication failures in accordance with established hospital procedures.  • Performs 911 calls to activate outside Emergency Services as needed to support UHN teams during a Code following established policies.  • Monitors the Security radio channel and responds to requests from key responders  • Documents and records all Codes and Code testing in the appropriate format.  • Provides Locating Services on a UHN-wide basis  • Responds to page requests in an efficient and accurate manner  • Uses computerized paging application to activate routine, urgent and emergent pages, as well as receive and place phone calls.  • Accurately locates senior administrators, on call personnel, physicians and other medical personnel as required in a timely manner  • Records, documents, and troubleshoots any reported issues with device owners and escalates unresolved paging issues as needed using established procedures  • Operates current technologies and equipment required to answer, screen and connect internal and external telephone calls to patients and departments on a hospital-wide basis  • Serves callers by determining requirements; answering inquiries; resolving problems; fulfilling requests and maintaining database  • Maintains application databases by entering, verifying and updating information  • Maintains client confidence and protects operations by keeping information confidential  • Keeps up to date with all department policies and procedures  • Manages their individual corporate email account to ensure all communications are read, understood and implemented; dependent on site/shift maintain the assigned Department email inboxes  • At minimum, a completion of 2-year community college program.  • At minimum, over 2 years practical and related experience in roles requiring strong communication, customer service, and public interaction skills.  • Good hearing and recall necessary, wi