Supervisor Public Safety Operations Center - WI

American Addiction Centers • Milwaukee, WI

4d • $31 - $46 • Onsite

About The Position

Major Responsibilities: Manages (24x7) daily operations of the Advocate Security Operations Center Oversees shift schedules to ensure safe staffing requirements are maintained throughout the center. Manages costs to ensure department budget is met. Keeps informed of organizational and departmental policies and procedures. Participates in continual improvement processes by providing input to enhance service quality and improve customer satisfaction. Ensures both hardware and software systems are functioning properly. Notifies appropriate stakeholders when they are not. Serves as the focal point to provide timely communications and secure actionable intelligence to support the protection of people information, property, and infrastructure of Advocate Health and its related interests. Provides a daily briefing summary to senior management that identifies critical issues and trending data. Uses advanced technology systems in the Security Operations Center for situational awareness, threat management, risk reduction, and investigations. Ensures procedures and protocols are in place that enable the timely and effective response to, and management of, incidents, alarms, notifications, calls and other activities related to the Security Operations Center and its role as a Central Monitoring Station (CMS). Coordinates with Public Safety Department leaders and other security providers to provide necessary documentation in support of uniformed public safety officer activity (e.g.- Officer Dispatch, Incident Reporting, etc.). Ensures the achievement of appropriate certifications and inspections of the Security Operations Center, its systems, personnel and functions. Responsible for being alert and observant. Demonstrates ethical and professional behavior at all times in accordance with Advocate Behaviors. Supervises ASCC Security Operations Center staff and motivates them to accomplish the mission with a high degree of professionalism and skill. Oversees, monitors, and guides the daily job performance of all Public Safety Telecommunicators Manages monthly work schedules for all shifts to ensure staffing requirements. Approves all PTO requests to ensure work schedules are met. Edits and processes payroll on a regular basis. Completes teammate performance evaluations in a timely manner. Performs one on one coaching and counseling. Administers corrective and disciplinary action when appropriate. Rounds on internal customers and coordinates/administrates periodic department/team meetings to exchange information in a timely manner with peers, subordinates and management. Assists Security Manager in annual operational budget and capital planning. Responsible for developing, training, and tracking competencies and customer service standards for Public Safety Telecommunicators. Responsible for department orientation, initial, and ongoing training of all Public Safety Telecommunicators. Evaluates staff performance and discusses results with Security Manager to implement appropriate learning plans when necessary. Aligns training and mentoring to ensure performance and behavior consistency across all three shifts. Ensures a work environment that promotes and embraces respect and diversity.

Requirements

• Qualified applicants will be assessed using a skills-based tool.
• Position requires attaining and maintaining certification from the Association of Public-Safety Communications Officials International (APCO); specifically, APCO’s Public Safety Telecommunicator 1 certification, sixth edition within (12) months of employment.
• Associate's Degree (or 60 credit hours) in Information Technology, Criminal Justice or similar technical field of study and 3.
• Knowledge of at least one the following:
• At least 3 years of experience in a security Central Monitoring Station, Emergency Operations Center or security Dispatch Center as a front line leader.
• Experience responding to alarms such as burglar, fire, etc.
• -Monitoring hardware and/or software such as signal receivers, alarm monitoring software; Security and Fire hardware, CCTV, burglar or fire panels;
• -Emergency Response protocols and processes (public and private).
• Strong computer skills.
• -Ability to type 35-40 wpm.
• -Ability to use hands and arms to reach/handle/grasp/finger while using notepad, computer, telephone, radio and other office machinery.
• -Constant use of eyes (correctable vision to normal level required) to observe, read, interact with public and co-workers, view security monitors; includes hand/eye coordination.
• -Read, understand and clearly speak English; constantly use speech and hearing (correctable to normal level required) in communicating with public/co-workers, giving and receiving instructions, using phones and radio.
• -Constant mental alertness and attention to detail required while setting priorities and following up on assignments.
• -Must possess effective written and oral communication and interpersonal skills with ability to deal with all levels of personnel and the general public in a professional and effective manner.
• -Must be able to use initiative and independent judgment within established guidelines.
• -Must be able to frequently prepare reports and logs using a computer.
• -Must be able to read and understand all operating procedures and instructions.

Responsibilities

• Manages (24x7) daily operations of the Advocate Security Operations Center
• Oversees shift schedules to ensure safe staffing requirements are maintained throughout the center.
• Manages costs to ensure department budget is met.
• Keeps informed of organizational and departmental policies and procedures.
• Participates in continual improvement processes by providing input to enhance service quality and improve customer satisfaction.
• Ensures both hardware and software systems are functioning properly. Notifies appropriate stakeholders when they are not.
• Serves as the focal point to provide timely communications and secure actionable intelligence to support the protection of people information, property, and infrastructure of Advocate Health and its related interests.
• Provides a daily briefing summary to senior management that identifies critical issues and trending data.
• Uses advanced technology systems in the Security Operations Center for situational awareness, threat management, risk reduction, and investigations.
• Ensures procedures and protocols are in place that enable the timely and effective response to, and management of, incidents, alarms, notifications, calls and other activities related to the Security Operations Center and its role as a Central Monitoring Station (CMS).
• Coordinates with Public Safety Department leaders and other security providers to provide necessary documentation in support of uniformed public safety officer activity (e.g.- Officer Dispatch, Incident Reporting, etc.).
• Ensures the achievement of appropriate certifications and inspections of the Security Operations Center, its systems, personnel and functions.
• Responsible for being alert and observant.
• Demonstrates ethical and professional behavior at all times in accordance with Advocate Behaviors.
• Supervises ASCC Security Operations Center staff and motivates them to accomplish the mission with a high degree of professionalism and skill.
• Oversees, monitors, and guides the daily job performance of all Public Safety Telecommunicators
• Manages monthly work schedules for all shifts to ensure staffing requirements.
• Approves all PTO requests to ensure work schedules are met.
• Edits and processes payroll on a regular basis.
• Completes teammate performance evaluations in a timely manner.
• Performs one on one coaching and counseling.
• Administers corrective and disciplinary action when appropriate.
• Rounds on internal customers and coordinates/administrates periodic department/team meetings to exchange information in a timely manner with peers, subordinates and management.
• Assists Security Manager in annual operational budget and capital planning.
• Responsible for developing, training, and tracking competencies and customer service standards for Public Safety Telecommunicators.
• Responsible for department orientation, initial, and ongoing training of all Public Safety Telecommunicators.
• Evaluates staff performance and discusses results with Security Manager to implement appropriate learning plans when necessary.
• Aligns training and mentoring to ensure performance and behavior consistency across all three shifts.
• Ensures a work environment that promotes and embraces respect and diversity.

Benefits

• Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
• Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance
• Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees