Protective Services Dispatcher - Springfield Regional Medical Center

Mercy Health • Springfield, OH

9d • Onsite

About The Position

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; and performs other duties as requested.

Requirements

• High school diploma or GED (required)
• 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
• 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.

Nice To Haves

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

Responsibilities

• Responsible for receiving, coordinating, and disseminating critical information from various sources including emergency and non-emergency calls for service.
• Maintains radio contact with mobile/field units to monitor response, progress, and any needed support.
• Relays 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
• Determines nature and location of emergency, prioritize, dispatch emergency personnel and/or implement emergency procedures as needed and in accordance with established procedure.
• Monitors, supports, and troubleshoots alarm systems.
• Acknowledge alarm received and dispatches appropriate personnel for issue at hand.
• Operate a variety of communications equipment and monitors security systems including CCTV, access control, fire alarm, building automation and control and burglar and panic alarms; responds 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.
• Documents and maintains 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.

Benefits

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HAS/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

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED