Union: CUPE TRI
Number of vacancies: 1
New or Replacement Position: Replacement
Site: Toronto Rehab - University Centre
Department: Security, Fire & Communication
Reports to: Manager
Hours: 37.5 hours per week
Wage Range: $23.14 - $28.92 per hour
Shifts: Sunday-Thursday; 2300-0700
Status: Permanent Full-Time
Closing Date: May 14, 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 demeanour 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
- 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 long range pagers and other mobile devices
- Accurately locates senior administrators, on call personnel, physicians and other medical personnel as required in a timely manner
- Records, documents, and and troubleshoots any reported pager issue with device owner and escalates unresolved paging issues as needed using established procedures
- Offers and provides a spare pager to on call UHN staff
- 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