Job Description

Under general supervision of the Operations Manager/Director of Security this position is responsible for all operational communications, front line customer support, and workflow assignment during their assigned shift, and providing support to field staff. Position serves in a lead capacity, assigning calls for service and tasks to field staff. Ensures the protection and security of hospital assets and information, as well as the security of all persons on hospital property. This position will be responsible for coordinating all non-emergency and emergency communications for the Communication Center, monitoring of all security systems, and other assignments as set forth by department leadership.

PRINCIPLE DUTIES AND ESSENTIAL FUNCTIONS

• PERFORMS BASIC DISPATCH DUTIES SUCH AS:
  • Receives emergency and non-emergency telephone calls.
  • Monitors computerized alarm and access control systems
  • Monitors Intellex Digital Recording systems
  • Assigns field staff to respond to calls for service and/or observations gathered from the monitoring of security systems, and ensures an adequate number of personnel are assigned to calls for service.
  • Provides radio communication management
  • Provides communications interface with other agencies
  • Records all calls, incidents, responses and reports in the dispatch reporting system
  • Maintains communication with other hospital departments and services such as maintenance and ESD within the hospital for requests and incidents
  • Coordinates and distributes master keys to appropriate hospital employees
  • Coordinates all emergency communications and notifications during emergency and disaster incidents
  • Interacts with hospital staff and visitors in a customer service capacity
  • Coordinates all necessary documents and reports for assigned shift responsibilities.
  • May perform other job related duties as requested or required, including fixed post assignments.
• Determines the priority of calls for service and requests for assistance based upon the nature, circumstances and severity of the issue reported; including making the decision to implement emergency response procedures (e.g.: Code White, Code Red, Code Purple, etc).
• Manages the workflow of their shift by assigning staff to calls and monitoring patrol coverage of campus; keeping the shift supervisor apprised and informed of irregularities or issues needing to be addressed.
• Provides support to the shift supervisor by ensuring that appropriate notifications are made, as appropriate or assigned, and by ensuring compliance with communications procedures.
• Identifies problems, issues, concerns, or conflicts requiring resolution; and completely and impartially reviews each situation to obtain the necessary facts to formulate a resolution. Attempts to resolve situations within their immediate control, and communicates these situations or those outside of their control/capacity, to supervision and actively participates in the response.
• Provides customer assistance by interacting with patients, visitors, and other Medical Center staff in a manner that conveys the highest level of dignity, respect, courtesy, and professionalism. Maintains composure under stressful circumstances when confronted with uncooperative or belligerent individuals.

Qualifications

JOB KNOWLEDGE AND SKILLS:

• Ability to successfully complete various training courses necessary to accomplish assigned duties and responsibilities. Knowledge of dispatch procedures and protocols.
• Must be proficient in the use of computers (PC/Windows)
• Strong ability to prioritize and multi-task and function calmly and efficiently under stressful conditions.
• Ability to assess potentially dangerous situations quickly and make sound decisions based on the information present and takes appropriate action.
• Physically able to perform the duties and responsibilities outlined above. In addition: physically able to stand and/or walk for extended periods of time, able to work odd and irregular hours, (Saturdays, Sundays, holidays, overnights).
• Ability to learn basic officer safety skills and strong interpersonal skills. Must show emotional maturity, dependability, punctuality, diplomacy and tact with poise and self-confidence devoid of negative remarks and paranoia.
• Must possess a valid driver's license
• Is able to favorably complete Federally mandated criminal background checks
• Must be trustworthy, helpful, friendly, courteous and disciplined.
• Knowledge of Software House C*CURE 800 operating system and other related software applications preferred.

EDUCATION:

• High school diploma or GED equivalent required.
• Associates degree or two years of coursework towards a Bachelor's degree in Criminal Justice or a related field preferred.
• Ability to read and write at a proficient level.
• Knowledge of Software House C*CURE 800 operating system preferred

EXPERIENCE:

• Prior dispatching or communications experience & training required.
• Prior supervisory, military, security, or police experience desired.
• An equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed above, may be substituted for the above education and experience requirements.

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Some exposure to the elements during regular rounds. Ability to work long, irregular and odd hours required.
• Possibility of injury due to eviction of unauthorized persons, restraint of violent patients, etc.
• Exposure to various areas containing hazardous material and radioactive substances when performing patrols.
• Frequent contact with patients, visitors, and employees.

Additional Information

AMERICANS WITH DISABILITIES STATEMENT:

Must be able to perform all essential functions of this position with reasonable accommodation if disabled.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. New England Medical Center reserves the right to modify position duties at any time, to reflect process improvements and business necessity.

All your information will be kept confidential according to EEO guidelines.

AMERICANS WITH DISABILITIES STATEMENT:

Must be able to perform all essential functions of this position with reasonable accommodation if disabled.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Tufts Medical Center reserves the right to modify position duties at any time, to reflect process improvements and business necessity.

All your information will be kept confidential according to EEO guidelines.