Protective Services Dispatcher - Security - St. Rita's Medical Center

Mercy Health•Lima, OH

12d•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
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

Responsibilities

Receiving, coordinating, and disseminating critical information from various sources including emergency and non-emergency calls for service.
Maintaining radio contact with mobile/field units to monitor response, progress, and any needed support.
Relaying 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.
Obtaining information related to crime reports and obtaining critical information, including but not limited to name of caller, call back number and details of situation.
Determining nature and location of emergency, prioritizing, dispatching emergency personnel and/or implementing emergency procedures as needed and in accordance with established procedure.
Monitoring, supporting, and troubleshooting alarm systems.
Acknowledging alarms received and dispatching appropriate personnel for issue at hand.
Operating a variety of communications equipment and monitoring security systems including CCTV, access control, fire alarm, building automation and control and burglar and panic alarms; responding appropriately and in accordance with established procedures.
Monitoring and responding to emergency codes and alarm systems in accordance with hospital protocols, initiating proper communication alerts when required.
Documenting and maintaining records of assigned units for information related to time, location, units dispatched and their time of arrival using the protective services report/dispatch system.
Maintaining accurate and up to date logs as assigned.
Providing information to outside agencies including outside law enforcement agencies as appropriate.
Processing employees and other individuals through the photo badging identification system.
Being familiar with all resources and services available to callers and offering these resources and services as appropriate.
Answering and directing incoming calls using multi-line phone system, ensuring prompt and courteous communications with patients, staff, and external callers.