Dispatcher 1 - Service Request Center * Shift Varies - Resource
Requisition #: req12270
Shift: Varies
FTE status: 0
On-call: Yes
Weekends: Yes
General Purpose of Job:
The dispatcher is an essential and crucial part of the UMHW security team to ensure quality, compassionate, accessible healthcare services can be provided without undue fear for personal safety and the protection of property. The Dispatcher works in partnership with UMHW security officers, clinical staff, non-clinical staff, visitors and patients, and local law enforcement departments to coordinate the deployment of services during any crisis or routine assignments.
The dispatcher serves as the UMHW Primary Answering Point, providing assistance to callers, security officer response to a multitude of situations, access control, parking, and other types of assistance from the hospital, the public and UMHW affiliates.
Knowledge, Skills and Experience (If something is not required but is preferred, enter preferred at the end of sentence).
Education:
- Associate’s degree in a Social Science program, Law, Emergency Management, Business, Public/Police/Security or Safety Administration or related program OR High School Diploma/GED and two years previous experience in a similar work environment, size, and complexity (Healthcare Security Experience or dispatch).
License / Certification / Registration:
- Certification in verbal de-escalation Non-Violent Crisis Intervention within 6 months of hire or at first offering.
- Certification in Basic 911 telecommunications training within 6 months of hire or at first offering.
- Certification in FEMA ICS online program as assigned by the Security Director.
Experience:
Skills & Abilities:
- Excellent written, verbal communication and interpersonal skills. Time management and organizational skills. Self-directed and able to work independently as well as with a team. Ability to make quality, independent decisions as well as being able to be analytical with strong problem-solving skills. Ability to work effectively and efficiently under tight deadlines, high volumes and multiple interruptions. Ability to maintain the strictest levels of confidentiality. Ability to listen to others with a sympathetic ear.
- Demonstrates ability to use a computer and multiple software programs including security technology which is an essential role of this position.
- Perform in a work environment with high pressure, stressful situations and ever-changing circumstances.
- Demonstrate skills in verbal de-escalation and perform crisis prevention/intervention.
- Ability to understand the importance of customer service and has the ability to be assertive in enforcement situations.
- Able to demonstrate confidence and authority while remaining calm.
- Must be able to complete training and demonstrate proficiency regularly as required by the department.
- Demonstrates the ability to work enthusiastically in a fast-paced stress filled working environment.
- Has the ability to critically think and know when to partner with local police and fire for emergency assistance.
- Has the ability to provide great customer service under any circumstance
- Excellent written, verbal and interpersonal communication skills.
- Demonstrates professionalism and a positive attitude.
- Trustworthy – Ability to maintain the strictest levels of confidentiality.
Essential Duties:
This job description is intended to cover the minimum essential duties assigned on a regular basis. Team members may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.
- Responsible for responding to radio/telephone inquiries from department personnel, law enforcement agencies, patients, clinical staff and visitors, emergency situations, crimes in progress, proactive enforcement priorities and community engagement opportunities.
- Monitor and maintain 24-hour communication with the security department staff via phone or two-way radio communications.
- Assists providers, patients, patient associates, caregivers, volunteers and visitors of UMHW.
- Receive and analyse all hospital emergency calls as well as non-emergent calls for The University of Michigan Health West.
- Utilize and demonstrate competency in the use of various security technologies and software applications, CCTV, IP cameras, Body Worn Camera Real Time monitoring, Alarm Systems, Access Control Systems, ID Badging, Intercom Systems, Radios, SPOK, Paging (Vocera) Systems - overhead included code pages and fire and medical gas monitoring.
- Maintain current knowledge of all The University of Michigan Health West properties and related security technologies to ensure proper response to dispatch calls for service.
- Dispatch, coordinate, direct and ensure an efficient Caregiver response to fire alarms, code pinks, and chemical spills/leaks, etc.
- Dispatch officers to disaster incidents by directing officers to help set up Incident Command Center, implementing appropriate facility lockdown and access control and procedures, ensures officers are managing pedestrian and vehicular traffic and, as necessary, ensures decontamination procedures (staging and property collection) has been started by officers and the Emergency Response Team.
- Control/monitor access to The University of Michigan Health West properties/units in accordance with current policies and procedures. Includes programming access to specific group(s), locking and unlocking buildings/offices remotely, screening of visitors after hours via intercom systems, and monitoring access and alarm systems of off-site properties.
- Document hospital activity and calls of service in the dispatch software of the electronic Records Management System and assigns officers to investigate incidents.
- Provide Visitors with information and direct them appropriately to departments, rooms and functions within The University of Michigan Health West System.
- Initiate problem solving when information is lacking (i.e. no doctors name, no paperwork, wrong building, and wrong hospital.)
- Identify the need for and utilize resources skilfully that serve those with language, visual or hearing challenges.
- Serves as a role model for consistent demonstration of The University of Michigan Health\West’s values and respecting the Privacy and Confidentiality of those we serve.
- Responsible for sending mass communication when needed to inform critical information to UMHW executives, administrators, directors, care givers, and staff members.
- Maintain up to date schedules for UM Health West on-call departments when requested by callers.
- Responsible for creating and maintaining access control badges for all employees. This includes, the coordination of access control, locking and unlocking controlled doors, and limiting access when required.
- Responsible for maintaining AmCom computer phone system and MetroNet online phone directory.
- Places work orders when requested by :1) Maintenance, 2) Facilities, 3) Clinical Engineering, & 4) Security.
- Maintains Key Staff call list.
