Communications Operator

Monument Health Rapid City Hospital•Rapid City, SD

About The Position

The Communications Operator routes incoming calls promptly, monitors and dispatches appropriate personnel, activates Emergency Preparedness procedures when necessary, maintains direct radio communications with Plant Operations and Security, and operates the pocket paging system. The operator is responsible for understanding the role’s responsibilities and performance standards and taking appropriate action to meet them. The position screens and routes calls or otherwise responds to callers’ requests, supports accurate and timely communication, and helps present the department positively. It requires knowledge of emergency and security procedures, departmental equipment and computer applications, and the processes for handling pager repairs, returns, new devices, and loaners. The operator also coordinates courier and other services, documents requests and actions, and adjusts work and break schedules to support departmental needs. As needed, the operator responds outside normal working hours to monitor and address problems or emergencies. The role also provides peer and after-hours support for reliable IT systems and documents processes and activities, including required information for call tracking, project management, change management, and disaster recovery.

Requirements

Ability to work assigned schedules and hours as determined by the department.
Ability to understand departmental equipment readouts, relay relevant information, and perform routine equipment-related tasks.
Ability to use the computer applications required in the Communications Center.

Responsibilities

Screen incoming calls and route them to the correct destination or take appropriate action to fulfill callers’ requests.
Facilitate accurate and timely communication and represent the department positively.
Monitor and dispatch appropriate personnel.
Activate emergency procedures when necessary, take appropriate action during drills and actual emergencies, and file incident reports following activation.
Maintain direct radio communications with Plant Operations and Security and operate the pocket paging system.
Read the Emergency Preparedness Manual and initial it quarterly.
Follow security procedures for physical access, system and network access, and process and data integrity; identify policies or procedures that may need to be changed or developed.
Use required computer applications in the Communications Center for daily work and special projects.
Understand departmental equipment, including alarm panels, hearing-impaired and language-line phones, and the Zetron computer; interpret readouts, relay relevant information, and perform routine tasks.
Process repaired, returned, new, and loaner pagers, including required documentation, processing steps, and notifications to using departments.
Coordinate courier and other services professionally and courteously, and document requests and actions.
Adjust work and break schedules as needed to optimize departmental support.
Respond outside normal working hours as needed to monitor, respond to, and resolve problems or emergencies.
Provide day-to-day peer support and emergent after-hours support to help maintain reliable IT systems.
Document processes and activities and provide required information for call tracking, project management, change management, and disaster recovery services.
Perform other duties as assigned.