Karen McCutcheon

Switchboard Manager @ South Eastern Health & Social Care Trust


Employee Image of Karen McCutcheon

Karen is the Switchboard Manager, her role, support and develop the Switchboard Team and Switchboard Service across the South Eastern Trust.

Can you tell us how about your job and what you do from day to day?

As the Switchboard Services manager, my role is to lead, support and develop the Switchboard Team and Switchboard Service across the South Eastern Trust.

The South Eastern Trust Switchboard Service operates as one virtual switchboard across 2 sites with the Ulster Hospital Switchboard operating 24/7 365days per year and the Downshire Hospital Switchboard operating Monday to Friday 8.30am – 4.30pm.

A large proportion of my time is spent ensuring the operational side of the service, providing the highest quality service to our staff, patients and clients. Some of my key responsibilities include:

  • Managing the performance of staff within the department, supervise, plan, agree and allocate the work of Switchboard Operators within their designated area of work across locations.
  • Develop and review duty rosters and work schedules for staff across locations ensuring adequate staffing levels within the service.
  • Responsible for training and development of staff within the service.
  • Monitor the standards of service delivery in relation to Switchboard Services and address appropriately.
  • Identify, develop, implement, monitor, evaluate and revise standards leading to improvement in service provision in relation to Switchboard Services.
  • Responsible for ensuring the Emergency Planning, Business Continuity Planning are adhered to and Serious Adverse Incidents are investigated and resolved.
  • Ensure Emergency tests are carried out, also assist in the contingency testing of Switchboard Service across locations and participate in Trust Major Incident process and testing.
  • Ensure switchboard processes across both locations are reviewed and developed maximising the efficiency of the Switchboard Service.

And the list goes on!

How long have you been in your current role?

I have been in my current role for 8 years. My role has changed over the years due to the restructuring of Switchboard Services.

What is the biggest challenge in your role?

The biggest challenges I find is ensuring we continue to offer the highest standard of service to all service users and ensuring the equipment used to do so is operating to the highest level of efficiency.

What advice would you give to others looking for a job in your field?

I would advise others looking a job in this field to be able to embrace change openly, be patient when working with staff and different personalities. Be willing to continually learn new skills for professional development, this will be encouraged as part of your role.

What do you like best about your role and working in HSC?

The best part of my role is learning about new technology within Telephony services and how it is continually changing. The best part of working for HSC is knowing that what we do plays a vital role in helping the population have the best health care we can provide under the pressures of limited resources etc.