Job Description
Agency Department of Health Work unit Non-Clinical Operations
Job title Voice Communications Officer Designation Administrative Officer 4
Job type Full time Duration Ongoing
Salary $79,664 - $90,824 Location Darwin
Position number 683 RTF 354688 Closing 03/09/2026
Contact officer Georgina Schmidt on 08 8922 8143 or [email protected]
About the agency http://www.health.nt.gov.au/
Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=354688
APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY
QUALIFICATIONS.
Information for applicants – inclusion and diversity and Special Measures recruitment plans
The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates people with
disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please discuss this
with the contact officer. For more information about applying for this position and the merit process, go to the OCPE website.
Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures plans, go to the OCPE
website.
Primary objective
Provide an efficient, customer-focused call management service to a diverse range of internal and external customers to support the provision
of quality health services on a 24/7 rotational shift basis.
Context statement
Applicants must be prepared to work a full-time rotating shift work roster, work independently, make decisions based on implemented
protocols in diverse situations, and use sound judgement to find solutions to issues as and when they arise.
Key duties and responsibilities
1. Efficiently manage multiple calls simultaneously using a modern switchboard console and paging system, including but not limited to
answering, transferring, holding, and recalling calls.
2. Manage internal and external emergency situations, executing appropriate actions in accordance with emergency codes used within RDH
and PRH, whilst maintaining a calm, methodical, and logical approach.
3. Monitor alarms from various hospital systems and promptly notify the appropriate personnel to ensure critical events are addressed in a
timely manner.
4. Compile and maintain the switchboard operator emergency rosters daily, ensuring all updates are communicated to the team accurately
and on time.
5. Interpret and manage rosters of on-call employees and medical officers to facilitate communication with key staff.
6. Comprehend and apply medical terminology knowledge to support clear and effective communication.
7. Assist in training new personnel on switchboard operations and emergency procedures.
8. Assist with updating and maintaining the internal telephone directory.
9. Adhere to defined service quality standards, workplace health and safety policies, and procedures to maintain high-quality, safe services
and workplaces.
Selection criteria
Essential
1. Demonstrated extensive experience working in a fast-paced environment.
2. Proven ability to manage high call volumes, handling up to 900 calls per day using a modern switchboard console.
3. Demonstrated high-level interpersonal and verbal communication skills with a strong commitment to delivering high-quality customer
service.
4. Proven ability to prioritise and manage multiple tasks simultaneously, meet deadlines, remain composed under pressure, and adapt to
operate in a changing environment.
5. High level of self-management to work independently, maintain attention to detail, and uphold confidentiality and professional ethics.
6. Ability to respond appropriately to emergency situations arising in a hospital environment.
7. Demonstrated written and oral skills with the ability to interpret and understand complex rosters accurately.
8. Well-developed availability to work closely within a small team across a 24/7 rotating shift roster.
9. Proven ability to interact effectively with people from culturally and linguistically diverse backgrounds.
10. Proficiency in technology systems, with the ability to quickly learn and adapt to various software applications
11. Ability to effectively use the Microsoft suite e.g. Windows, Excel, Outlook etc.
Desirable
1. Demonstrated working knowledge of relevant software packages such as Acacia, IIC Directory, and SPOK Messenger.
2. Knowledge of medical terminology or experience in health care service operations.
3. One year of hospital or similar switchboard experience.
Further information
Positions may be subject to pre-employment checks such as immunisation requirements, working with children clearance notice and criminal
history checks. A criminal history will not exclude an applicant from this position unless it is a relevant criminal history. For immunisation
requirements - Category A (direct contact with blood or body substances) or Category B (indirect contact with blood or body substances),
check with contact person for requirements.
