Public Safety Dispatch & Communication Center Lead, full-time

About the role

Responsible for serving in a leadership role overseeing the work of Public Safety Dispatch & hospital operator staff as needed in a 24/7 call center. Provides lead support including training, coaching, and ensuring that department and organizational policies and procedures are followed. Acts as a resource to the dispatchers & hospital operators and assists with oversight of daily operations such as scheduling, staffing, department problem solving, etc. Handles calls as staffing and activity requires.

Responsibilities

• Leads, coordinates, provides oversight, and reviews the work of dispatchers & hospital operator personnel in absence of the Supervisor.
• Provides support with scheduling, billing and other duties assigned by the Supervisor to ensure department’s needs are met.
• Takes an active role in day-to-day operations of the communication center.
• Operates the organization’s telecommunication system and routes calls to their intended destination.
• Assists with call center activity and call handling as needed.
• Serves as a member of the department leadership team.
• Interfaces with the Director, Manager(s) and Supervisor(s), and other leaders in the Security Department.
• Collaborates with Supervisor to interface with organizational leaders regarding service delivery and service recovery.
• Orients, trains, provides performance feedback and when necessary, escalates performance issues to the Supervisor who will determine if further action is required.
• Engages with Supervisor in the performance review process.
• Assists in the mediation of conflicts involving operator staff in the absence of the Supervisor.
• Assists the Supervisor in being a liaison to the Physician Answering Service community pediatric clinics.

Requirements

• High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED) required.
• 1+ years call center experience required.
• Experience with telecommunication systems, phone, pagers, mass notification systems, etc. required.
• Experience in a hospital setting and/or leadership preferred.

Skills

• Ability to navigate existing and learn new telecommunications technologies to complete patient, family, staff, and provider requests.
• Ability to prioritize and direct the work of the hospital operator staff in response to emergencies or other unique situations.
• Strong interpersonal, verbal, and written communication skills in order to interact effectively with patients, families, and staff, including during stressful situations.
• Critical thinking skills and judgment to make decisions in the best interest of patient safety in a complex, fast-paced environment.
• Intermediate computer skills in order to utilize equipment and systems (PC software applications, Microsoft Word, Excel, Access, etc.).
• Strong organizational skills.
• Ability to successfully complete all required introductory and annual competency training processes.

Children's Wisconsin is an equal opportunity / affirmative action employer. We are committed to creating a diverse and inclusive environment for all employees.