Dispatcher - Central Communications Officer

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values—integrity, patient-centered, respect, accountability, and compassion—must guide what we do, as individuals and professionals, every day.

Responsibilities

• Staff an established Protective Services dispatch center, overseeing telephone and radio communication, camera and alarm monitoring, handling 155 calls, and performing Computer-Aided Dispatch (CAD) information entries.
• Control the communications and access control network(s) in Protective Services Headquarters.
• Perform varied responsibilities such as triaging communications, written documentation, data entry for incident tracking, managing building access for numerous access points simultaneously, operating lost and found systems, and handling patient valuables systems.
• Monitor cameras to support crime prevention efforts via IP video.
• Monitor alarm annunciation computer system(s).
• Operate radio dispatch and department telephone systems, answer 155 emergency calls, and dispatch in coordination with Call Center Operators.
• Serve as the primary customer contact for routine and emergency calls.
• Monitor fire alarm systems.
• Maintain polite and courteous radio and telephone communication at all times.
• Receive and assess all Security-related calls for assistance, using judgment to dispatch officers promptly and appropriately.
• Answer multiple phone lines within three rings, assess call severity, and dispatch officers without deviation.
• Prepare and document information using the appropriate IT infrastructure for all incidents and activities related to Safety and Security.
• Monitor all access control points on owned or leased properties where Hospital cameras and card readers are present.
• Log on to security systems and input necessary data for proper statistical analysis.
• Log on to the Software House C*Cure9000 system and other relevant security systems at the beginning of each shift.
• Demonstrate general capabilities of a Dispatcher, contributing to the efficient and effective operation of the Department using best judgment.
• Demonstrate knowledge of all Codes and Emergency Response Plans.

Requirements

• High school diploma or equivalent.
• Successful completion of the department’s Field Training Officer (FTO) program.
• Statewide Emergency Telecommunications certification is preferred.
• Minimum of one year of quality experience in Security, Police, Fire, EMS, DMV-type Officer/Peace Officer, or dispatch position, including clerical duties, heavy telephone/radio usage, and rapid, accurate decision-making.
• Minimum one year of experience with computers and basic computer skills.
• Experience with any security system is a plus, though training on proprietary systems will be provided.
• State of CT Guard Card is preferred at date of hire; must meet requirements set forth by the CT Department of Public Safety for licensing of Security Officers post-hire.
• Prior emergency dispatching experience.
• Excellent communication, CAD entry, and prioritization skills.
• Ability to handle a stressful environment.
• Telecommunicator or Emergency Medical Dispatch (EMD) certifications preferred.
• Must be able to obtain State of CT guard card upon hiring.

Skills

• Ability to maintain current and accurate records.
• Strong diplomatic communication skills.
• Capability to monitor security, fire alarms, and cameras.
• Knowledgeable in the use of radio systems to dispatch personnel.
• Computer literate or able to undergo appropriate training.
• Proficiency in decision-making, including listening to complaints or service requests under duress and dispatching resources accordingly.
• Ability to obtain a working knowledge of the Software House CCure9000 Access Control system through in-house training.
• Intimate familiarity with day-to-day Hospital operations critical to the success of Yale New Haven Hospital Protective Services Department.
• Ability to sit for long periods of time.