Emergency Communication Specialist-FT-Trinity Health Livingston

Trinity Health • Brighton, MI

2d • Onsite

About The Position

The Emergency Communication Specialist is responsible for answering security calls, dispatching security officers, monitoring alarms, and contacting local law enforcement for assistance. This role involves operating a computer-aided dispatch system (CAD) to monitor calls and dispatch units to various SJMHS Hospital facilities. The specialist will log unit arrival and completion times, add notes and dispositions, and interview callers to obtain preliminary incident reports. They will provide assistance to field security units by performing name checks, accessing I-Track, Employee Identification, and Parking Permits, and facilitating inter-departmental communication. The role also includes responding to disaster alerts, contacting appropriate personnel, and simultaneously managing multiple audio and visual sources in a high-stress environment. The specialist will monitor, dispatch, notify, and document various alarms including Cardiac Arrest, Patient/Employee Injuries, Hugs, Temp Track, Passport, Fire, SJMHS Panic Alarms, Building Intrusion Alarms, and Emergency 911 Prep Radio Alarms. They will evaluate information from security dispatch calls to detect dangerous practices, policy violations, and law violations. Additionally, the specialist will monitor Digital CCTV systems across multiple facilities to identify criminal activity, suspicious circumstances, and unauthorized entry, dispatching security police response as needed. They will also monitor Temp Track refrigerator alarms, notify nursing management, and coordinate responses. The role involves monitoring and dispatching Lennel System Daily Alarms and acting as a liaison for parking citation processing. The specialist receives and responds to the E-911 system for all reported emergencies, ensuring appropriate response. They coordinate and dispatch calls for 8 Reception Service Departments to ensure proper delivery of customer service, shuttle service, and patient care. Responsibilities include drafting, maintaining, and filing daily radio logs, trespass notifications, daily briefings, Code Green Incidents, and other security-related documents. Maintaining good rapport with internal/external departments, partners, and the community is essential, as is identifying and resolving problems. Confidentiality of acquired information is paramount, and behavior must align with the Values, Mission, and Code of Conduct of St Joseph Mercy Health System and/or Trinity Health. The specialist must perform job duties safely, report hazards, and maintain knowledge of applicable laws, regulations, and organizational policies.

Requirements

• High school education or GED equivalent.
• 2-3 years of computer experience.
• Able to multi-task.
• Able to exercise judgment when responding to high-stress and emergency situations.
• Able to assess and respond appropriately to computer and system problems.
• Able to speak clearly, with a pleasant voice, using proper English grammar.
• Knowledge of health system locations, campuses, departments, and staff.
• Ability to read and write the English language.

Nice To Haves

• Previous Call Center, Operator Console and/or Security Dispatch experience is preferred.
• Previous experience in a healthcare setting is preferred.
• Familiarity with Windows, Microsoft Office, Hugs, Temp Track would be a plus.
• Applicants demonstrating dependability and flexibility in scheduling will be given preferential consideration.

Responsibilities

• Answer Security calls.
• Dispatch Security Officers to calls.
• Monitor all Alarms and Dispatch appropriately.
• Call Local Law Enforcement for assistance and information.
• Learn access and Badging.
• Operates a computer aided dispatch system (CAD) and monitors the progress of calls and dispatch units to SJMHS Hospital facilities; Chelsea, Livingston, Brighton, Canton, and Ann Arbor facilities.
• Logs the units arrival and completion of the call times and adds the appropriate notes and dispositions.
• Interviews callers to obtain preliminary report of incident, criminal activity, fire, medical emergency, or other emergency, and gains sufficient information to properly respond and dispatch appropriate assistance.
• Provides assistance to Security units in the field by providing information via name checks, I-Track, Employee Identification, Parking Permits, Department Managers, and facilitates the inter-departmental communication between Officers and Hospital Departments.
• Responds to natural and other disaster alerts and determines and contacts appropriate personnel for response, including emergency incident command activation.
• Simultaneously perform various tasks while in reception of multiple audio and visual sources (channels, talk groups, monitors, etc.) and ensuring all tasks are completed at a proficient level of expertise.
• Monitor, Dispatch, Notify, and Document all alarms associated with Cardiac Arrest, Patient/Employee Injuries, Hugs, Temp Track, Passport, Fire, SJMHS Panic Alarms, Building Intrusion Alarms, and Emergency 911 Prep Radio Alarms within various locations of Ann Arbor, Chelsea, Livingston, Brighton, and Canton.
• Receives, evaluates, and ascertains information from Security Dispatch Calls in regards to conducts of persons/patients/colleagues to detect dangerous practices, violators of SJMHS policy and procedures, and violations of Michigan Law.
• Monitor Digital CCTV (24) Brighton,(32) Livingston, (4) Canton,(32) Chelsea, and (289) Ann Arbor throughout the internal/external portions of the Hospital looking for criminal activity, suspicious circumstances, suspicious persons, and unauthorized entry. When observed, Dispatching Security Police response to investigate the aforementioned activity.
• Monitors 221 Temp Track refrigerator alarms, notifies Nursing Management of alarm, and coordinates the response while documenting the incidents electronically.
• Monitor, evaluate, and Dispatch over 800 Lennel System Daily Alarms which include panic, unauthorized entry, intrusion, and restricted access alarms.
• Act as Liaison between Washtenaw County Civil Parking Citation & Saint Joseph Mercy Health Parking Citation processing; enter the violation information into the data collection system and preparing the violations for Washtenaw County Court adjudication.
• Receives and responds to the E-911 system, for all emergencies reported by patients/visitors/employees of our hospital with speed and accuracy and ensuring the appropriate response for any particular calls that are received.
• Coordinate and dispatches calls for service for 8 Reception Service Departments to ensure the proper delivery of customer service, shuttle service, and patient care.
• Drafts, maintains, and files daily radio logs, trespass notifications, daily briefings, Code Green Incidents, and other security related documents as needed.
• Maintains good rapport and cooperative relationships with internal/external Departments,partners, and community.
• Helps to identify problems, offer solutions, and participate in their resolution.
• Maintains the confidentiality of information acquired pertaining to patient, physicians, employees, and visitors to St. Joseph Mercy Health System.
• Discusses patient and hospital information only among appropriate personnel in appropriately private places.
• Conducts behavior in accordance with the Values, Mission, and Code of Conduct of St Joseph Mercy Health System and/or Trinity Health.
• Assumes responsibility for the performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
• Maintains a working knowledge of applicable Federal, State and local laws and regulations, Trinity Health Standards of Conduct, Organizational Integrity Program, and Security Police policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
• Provides pager exchange as needed.

Benefits

• Our Commitment Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law. Trinity Health is one of the largest not-for-profit, faith-based health care systems in the nation. Together, we’re 121,000 colleagues and nearly 36,500 physicians and clinicians caring for diverse communities across 27 states. Nationally recognized for care and experience, our system includes 101 hospitals, 126 continuing care locations, the second largest PACE program in the country, 136 urgent care locations, and many other health and well-being services. Based in Livonia, Michigan, in fiscal year 2023, we invested $1.5 billion in our communities through charity care and other community benefit programs. For more information, visit http://www.trinity-health.org. You can also follow Trinity Health on LinkedIn.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED