Job Summary
Receives information from various sources for services. These include telephone calls, radio calls and information sent via monitoring equipment. Dispatches the appropriate personnel to incidents which include Security, Law Enforcement, and other emergency services to emergent and non-emergent calls for service. It is the responsibility of the Security Communication Specialist to react calmly to all situations (routine and emergency) and assure customers that their requests will be handled expeditiously and in a professional manner. Ensures that all monitoring equipment is in working order and reports deficiencies to the most appropriate source for any repairs. Monitors all emergent equipment and sends appropriate staff to ensure situation is effectively handled and to document the occurrence.
Performs duties in a manner designed to project a positive image for Atrium Health. Ensures that all dispatched requests/contacts with patients, the public, physicians and other hospital staff are carried out in a prompt and courteous manner.
Essential Functions
- Adheres to the general hospital standards to promote a cooperative work environment by utilizing communication skills, interpersonal relationships and team building
- Follow hospital policies and procedures
- Follow departmental policies and procedures
- Assume responsibility for keeping informed about changes in policies and procedures
- Dispatches Security personnel to scene as requested by customers to ensure effective and prompt response
- Document request for service and events in Security Communications database
- Confirms response to the scene and appropriate action taken
- Documents that information was received
- Receives calls via Radio Channels or by Phone and follows all associated protocols and checklist to ensure effective response to emergencies
- Transmits accurate information to personnel as needed
- Prioritizes emergency calls appropriately
- Document the emergency in Security Communications database
- Monitors equipment panel abnormalities and ensures prompt response to incidents
- Understands purpose and functions of monitor panels
- Ensures systems are returned to normal working order
Monitor multiple alarms systems and dispatch Security, Law Enforcement, Fire Department or any other appropriate agency depending upon the respective alarm.
Physical Requirements
Majority of duties performed in an indoor office with limited access to visitors. Working conditions can change rapidly from light office work to fast paced high stress environment requiring multiple tasks in a short time frame. Noise level varies from quiet to moderately loud. Requires long periods of sitting, operating computer, and answering phones. Ability to function well in high stress situations with limited assistance. Must be able to make rapid, appropriate decisions that assures the safety of our patients, visitors, and staff by getting them assistance as quick as possible.
Education, Experience and Certifications
High School Diploma or GED required. 1 Year Dispatch Center experience preferred. APCO Certification Preferred. Must be able to speak in a clear concise manner. There is a multi-week training program for phone & radio communications and to learn operation of the alarm monitoring systems, as well as how to enter all calls for service into the CAD system.
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