Protective Services Dispatcher - Security - St. Rita's Medical Center

As a faith-based and patient-focused organization, Mercy Health exists to enhance the health and well-being of all people in mind, body and spirit through exceptional patient care. Success in this goal requires a culture of compassion, collaboration, excellence and respect. Mercy Health seeks people that are committed to our values of compassion, human dignity, integrity, service and stewardship to create an environment where associates want to work and help communities thrive.

About the role

Under general supervision, perform duties related to the operation of the protective services dispatch center involving incoming communication for emergency and non-emergency assistance; simultaneously operating a multi-channel radio system, while maintaining computer-aided dispatch systems and other computer systems. Answers multi-line telephone equipment and provides excellent customer service to anyone in need of services.

Responsibilities

• Receive, coordinate, and disseminate critical information from various sources including emergency and non-emergency calls for service.
• Maintain radio contact with mobile/field units to monitor response, progress, and any needed support.
• Relay descriptions and other information to protective service field units concerning wanted persons, missing or lost persons, stolen vehicles and for the arrest or detainment of specified individuals, etc.
• Obtain information related to crime reports and obtain critical information, including but not limited to name of caller, call back number and details of situation.
• Determine nature and location of emergency, prioritize, dispatch emergency personnel and/or implement emergency procedures as needed and in accordance with established procedure.
• Monitor, support, and troubleshoot alarm systems. Acknowledge alarm received and dispatch appropriate personnel for issue at hand.
• Operate a variety of communications equipment and monitor security systems including CCTV, access control, fire alarm, building automation and control and burglar and panic alarms; respond appropriately and in accordance with established procedures.
• Monitor and respond to emergency codes and alarm systems in accordance with hospital protocols, initiating proper communication alerts when required.
• Document and maintain records of assigned units for information related to time, location, units dispatched and their time of arrival using the protective services report/dispatch system.
• Maintain accurate and up to date logs as assigned.
• Provide information to outside agencies including outside law enforcement agencies as appropriate.
• Process employees and other individuals through the photo badging identification system.
• Be familiar with all resources and services available to callers and offer these resources and services as appropriate.
• Answer and direct incoming calls using multi-line phone system, ensuring prompt and courteous communications with patients, staff, and external callers.

Requirements

• High school diploma or GED (required)

Qualifications

• 1-2 years of experience in security and/or telephone operations/dispatch (preferred)

Skills

Hard/Tech/Clinical Skills:

• Ability to accurately type 35-40 wpm
• Strong documentation skills under pressure
• Ability to operate multi-line telephone systems including taking and prioritizing emergency and non-emergency calls.
• Proficient in using two-way radios and dispatch consoles and enter data as appropriate
• Basic Microsoft Office Skills

Soft/Interpersonal Skills:

• Calm demeanor, clear and effective communication, active listening, ability to multitask, empathy and patience, team collaboration, professionalism, attention to detail, and conflict de-escalation.
• Handles sensitive information with integrity and respect for privacy.

Benefits

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.