Spotlight on Switchboard: Behind the scenes but at the centre of it all

Behind every incoming call, emergency code and on-call page is Niagara Health’s Switchboard Resource Centre, a department that acts as a critical command centre, ensuring seamless operations across all sites.

Call handling and routing makes up only about 15 per cent of the workload. Co-ordinating non-urgent patient transport, processing emergency codes and working with Niagara Regional Police for missing person inquiries are some of the other responsibilities the team has.

Functioning 24/7, 365 days a year, the dedicated Switchboard team helps keep operations running smoothly, often behind the scenes but always at the centre of it all.

Despite operating with a small but highly skilled team of 15, including overnight staff, the department plays a pivotal role in the hospital’s ability to function smoothly. This role demands technical expertise, quick decision-making, and the ability to remain calm under pressure, making Switchboard operators an indispensable part of the healthcare team.

As the organization’s first point of contact, Switchboard is a critical part of supporting teams like clinical management, who oversee frontline employees.

“I engage with Switchboard consistently,” says Camilla Chindemi, a clinical manager at the Marotta Family Hospital.

“My interactions with the team have been outstanding. Each member demonstrates meticulous attention to detail, kindness, and a sense of humour, while genuinely caring for my well-being.”

One of the many tasks the Switchboard team manages is on-call scheduling to ensure there are enough resources to provide care to patients. “Their presence is invaluable on weekends when staff support is more limited,” says Catherine MacDougall-Chiarelli, a clinical manager for Welland Hospital and Port Colborne Urgent Care Centre.

“They are always professional, timely, and pleasant, helping to keep operations running smoothly while clinical managers focus on on-site situations. I truly could not do my job without their dedication, I hope they know it does not go unnoticed, and I am truly grateful for their support.”

Last year, Switchboard processed 4,006 emergency codes, making the team a vital part of hospital safety and response. “I call Switchboard regularly throughout my shift whether it be for calls that I may have missed or codes that are called. They excel in high-stress situations involving codes and ensure that information is relayed in a concise and timely manner,” says Nafeesa Mussa, a clinical manager at Niagara Falls Hospital and Fort Erie Urgent Care Centre. “For me, there are no gaps in communication.”

With the recent appointment of Jennifer Schafer as manager, the department is undergoing a transformation by embracing technology and finding ways to better serve staff, patients, and emergency preparedness.

Schafer’s background as a workflow specialist during the implementation of the new Hospital Information System last November equipped her with the expertise to introduce modernized processes, optimize workflows, and integrate new technologies.

“Although I have worked at Niagara Health for the last 10 years, I can say honestly I was not aware of how much this team actually does for the organization,” said Schafer.

“It has been a pleasure to learn from this team and I am looking forward to all of the great work we will do together.”

This article was written by Corey Dutcher, Switchboard/Resource Operator from the Niagara Health Switchboard team.