Security Dispatcher

Trinity Health•Grand Rapids, MI

13d•Onsite

About The Position

This is a contingent position located onsite. Serves as the primary point of contact for the receipt, triage, distribution, documentation, and management of all incoming requests for security services. Provides communication services to the Security Department, receiving and dispatching calls for service while maintaining radio contact with security officers and mobile units. Assigned to the Security Command/Dispatch Center and monitors and responds to a variety of alarms, parking gate assists, radio traffic and CCTV cameras. Assists with lost and found and access control issues for colleagues.

Requirements

Education Minimum: High school diploma or GED.
Credentials/Licensure Minimum: None
Related Experience Minimum: Six months in a customer service-related role with strong communication and computer skills.
Other Knowledge, Skills, and Abilities Minimum: No criminal record.
Good moral character as determined by a favorable comprehensive background investigation.
Physical, mental and emotional ability to execute duties.
Ability to learn and operate all communication equipment.
Ability to maintain satisfactory work performance and attendance record.
Excellent communication and customer service skills.
Able to thrive in fast paced environment, multi-task and work well with customers and complaints.
Ability to problem solve and develop constructive/creative alternatives to resolve issues and concerns.
Ability to maintain confidentiality.
Computer Competency Familiarity with standard desktop and windows-based computer system, including email, e-learning, intranet and computer navigation.
Ability to use other software required to perform essential functions such as computer aided dispatch.
Physical/Mental Minimum: Ability to hear speech, distinguish sounds, speak loudly and softly, and use near/far vision, fine motor skills, manual dexterity, depth perception, and color distinction.
Perform detailed tasks with interruptions (50-75% of time).

Nice To Haves

Preferred: Associate's or Bachelor's Degree in Criminal Justice, Security Management, Communications, Computer Science or related field.
Preferred: Dispatcher Certification
Preferred: One year of experience in a dispatch, call center or security-related environment; Telecommunications experience; experience with 2-way radio systems and use of a computer aided dispatch system; military experience. Experience in environment of comparable size and complexity.

Responsibilities

Operates a computer aided dispatch (CAD) system and monitors progress of calls and dispatch units as appropriate.
Logs relative call data and adds notes and dispositions as necessary.
Interviews callers to obtain preliminary report of incident, criminal activity, fire, medical or other emergency and gains sufficient information to properly respond and dispatch appropriate assistance.
Provides assistance to security units in the field by providing resources as necessary; facilitates inter-departmental communication between security officers and other hospital departments.
Simultaneously performs various tasks while in reception of multiple audio/visual sources (channels, talk groups, monitors) and ensuring tasks are completed at a proficient level of expertise.
Monitor, dispatch, notify and document all alarms monitored in the Security Command/Dispatch Center.
Monitor campus CCTV at both the main hospital and ambulatory sites looking for criminal activity, suspicious circumstances, suspicious persons and unauthorized entry and dispatching security officers to investigate the activity.
Maintains the confidentiality of information acquired pertaining to patient, physicians, employees and visitors.
Maintains good rapport and cooperative relationships with internal/external departments, partners and the community.
Helps to identify problems, offer solutions and participate in their resolution.
Fosters a positive image to patients and visitors by being knowledgeable about centers of excellence, new buildings, mission, accomplishments, policies/ procedures, services, leaders, community involvements, events.
Remains current with events happening within the organization.
Maintains a working knowledge of institutional and departmental policies and procedures.
Accurately assesses and articulates incidents or events that require a security response/report.
Coordinates work activities with co-workers to establish a positive team atmosphere and accomplish departmental objectives.
Participates in continuous quality improvement in assigned area.
Interacts with law enforcement representatives of local, county, state, and federal levels.
Assist with processes related to lost and found property.
Assist with access control issues for colleagues.