Security Communications Program Manager-40hr-Days

Connecticut Children's Medical Center•Hartford, CT

About The Position

The Security Communications Program Manager provides leadership and oversight for the Security Dispatch Communications Center at Connecticut Children’s. The role supports the center’s operational effectiveness and continuous improvement by coordinating emergency and non-emergency responses, maintaining standard operating procedures, and helping ensure a safe environment for patients, visitors, and team members. In partnership with Security and Safety leadership, the Program Manager develops communication workflows, staff training, and system enhancements. The role also oversees scheduling strategies, compliance with security protocols, and the tracking and reporting of performance metrics. The Program Manager provides guidance across departments, serves as a liaison to internal and external stakeholders, and maintains situational awareness for safety, security, and emergency preparedness. Operation of a company vehicle may be required. The role oversees staffing and training, communication and security technology, incident documentation and reporting, and coordination with external agencies. It serves as superuser for CAD and RMS systems and supports the operation and maintenance of systems including radio systems, blue light call boxes, fire alarms, Avigilon video surveillance, emergency broadcast systems, and access control. As needed, the Program Manager supports call prioritization, dispatches security personnel and emergency services, and may assist with general security officer duties during critical coverage needs.

Requirements

High school diploma or GED.
At least 3 years of work in or supervising a dispatch or security communications role.
Valid driver’s license and clean driving record.
Strong working knowledge of CAD, RMS, Avigilon Camera Systems, Lenel access and badging system, and other integrated security technologies.
Ability to evaluate emerging security platforms and adopt them and train others to use them.
Proficiency with Microsoft business applications, including Word, Excel, Outlook, and Zoom.
Completion of, or ability to complete within six months, IS-5.a: An Introduction to Hazardous Materials; IS-100.c: Introduction to the Incident Command System; IS-242.b: Effective Communication; IS-700.b: Introduction to the National Incident Management System; and IS-951: DHS Radio Interoperability.
Strong organizational, interpersonal, and verbal and written communication skills.
Ability to manage multiple priorities and remain composed in high-pressure or emergency situations.
Problem-solving skills and ability to make real-time decisions in complex operational environments.
Demonstrated leadership in managing programs, workflows, and cross-functional initiatives without direct supervisory authority.
High situational awareness and attention to detail in dynamic settings.
Commitment to service excellence and professionalism with internal teams and external partners.
Advanced technical aptitude with security systems and platforms.
Ability to handle sensitive information discreetly and uphold strict confidentiality standards.

Nice To Haves

Supervisory experience in a safety/security capacity.
Healthcare experience in safety/security.

Responsibilities

Oversee scheduling strategies for the Security Dispatch Communications Center to maintain adequate coverage and operational continuity.
Provide operational support and guidance to security officers and dispatchers assigned to communication duties.
Manage shift coverage needs and implement staffing-gap contingency plans.
Partner with Security Leadership to develop and implement training on communication processes, systems, and equipment.
Support the development, maintenance, and enforcement of communications and dispatch policies and procedures.
Serve as superuser for CAD (Computer-Aided Dispatch) and RMS systems.
Monitor and maintain communication and security technologies, including CAD, RMS, radio systems, blue light call boxes, fire alarms, Avigilon video surveillance, and emergency broadcast systems.
Lead troubleshooting and issue resolution for the Avigilon Camera System at hospital and satellite locations.
Ensure communication equipment is functional and arrange repairs or replacements as needed.
Serve as the primary point of contact between the security team and external technology vendors.
Collaborate with internal teams to support and optimize access control systems.
Ensure timely and accurate documentation of communications, incidents, and responses in accordance with legal and procedural standards.
Prepare and deliver regular activity reports for the Dispatch Communications Center to Security Leadership.
Manage secure access to hospital security databases and safeguard sensitive information.
Liaise with local, state, and federal agencies to support incident response and information sharing.
Oversee operation and response protocols for emergency Blue Light call boxes at hospital and offsite facilities.
Facilitate timely internal communications during incidents to support situational awareness and a coordinated response.
As needed, support the prioritization of emergency and non-emergency calls.
Deploy and direct security personnel and emergency services in response to incidents.
May assist with general security officer duties during critical coverage needs.
Perform other job-related duties as assigned.