Emergency Security Dispatcher Associate

About the role

Responsible for monitoring various emergency alarm systems including HUGS, Panic Alarms, FireWorks, and Responder 5 Code Boxes. Triages emergent and non-emergent security requests and arranges appropriate resources using phone and 800 MHz radio systems. Maintains detailed records of calls for service and officer duties in the CAD (computer-aided dispatch) system. This position requires exceptional customer service and extreme multi-tasking in a demanding, fast-paced environment.

Responsibilities

• Acts as the primary point of contact for Security Services, Plant Operations, and Environmental Services; responding to all requests for service and dispatching necessary resources.
• Operates a virtual switchboard, routing callers, referencing on-call contact information, and utilizing the overhead paging system.
• Monitors and responds to numerous internal emergency systems including but not limited to: fire alarms, child abduction, panic alarms, code alerts, medical gas, building automation, electrical, tube, maintenance management, fume abatement, elevator status, and access control.
• Monitors radio, weather alert, telephone, television, and closed-circuit surveillance systems to ensure accurate information regarding local and regional events is obtained and communicated to appropriate personnel.
• Answers emergency calls, remaining composed in high-stress situations to obtain complete and accurate information, and triages and disseminates calls in a timely and appropriate manner.
• Utilizes the Computer Aided Dispatch (CAD), Records Management System (RMS), and Law Enforcement Information Network (LEIN) systems to record incidents, acquire information, and assist and direct officer response.
• Monitors, tracks, and coordinates officer activity and shuttle services and escorts, utilizing multi-frequency radio consoles to dispatch employees to calls pertaining to alarms, disorderly patients, auto assistance, lost property, escorts, emergencies, and other calls for assistance and transportation needs.
• Manages calls for service-related facility repairs and issues and assigns work orders.
• Documents and maintains confidential records for all telephone and radio communications with patients, visitors, and employees.
• Monitors metrics and reports for quality, efficiency, and cost-effectiveness, including CC6 reporting, Officer Response Metrics, and CAD-generated reports.
• Monitors services to ensure compliance with organizational policy as well as state and Federal regulations, including FCC, LEIN, MCOLES, and State Fire Marshal standards, and notifies supervisor as appropriate.
• Assists with the coordination and observation of routine testing and shutdown of alarm and utility systems in compliance with OSHA and The Joint Commission.

Requirements

• High School Diploma or equivalent (required).
• 2 years of relevant experience in customer service (required).

Qualifications

• Associate's Degree in Facilities, Criminal Justice, Security, Public Administration, Emergency Management, or equivalent (preferred).
• 2 years of Telecommunications experience (preferred).
• 1 year of relevant experience utilizing a two-way radio system (preferred).
• Experience using computer-assisted dispatching and work order entry software, as well as familiarity with building systems in a complex integrated environment (preferred).
• Experience working in a hospital or dispatch setting in an environment of comparable size and complexity (preferred).

Benefits

• Comprehensive benefits package to meet financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv.
• Discounts directory with deals on restaurants, phone plans, spas, and more.
• Optional identity theft protection, home, and auto insurance.
• Traditional and Roth retirement options with service contribution and match savings.

Pay

Eligibility for benefits is determined by employment type and status.

Schedule

• Employment Type: Full time
• Shift: Night (7 p.m. - 7 a.m.)
• Weekly Scheduled Hours: 36
• Days Worked: Monday and Tuesday
• Weekend Frequency: Every other weekend

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized healthcare to our patients, members, and communities. We are committed to cultivating and investing in you. Our top-notch teams are comprised of collaborators, leaders, and innovators that continue to build on one shared mission statement — to improve health, instill humanity, and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.