Call Center Representative, Public Safety - Dispatch Center, Full Time, First

UC Health; Cincinnati (OH); On-site; USD 42,000 - 60,000; Full time

Job summary

UC Health in Cincinnati is seeking a Call Center Representative for Public Safety to determine call priorities, dispatch units, and monitor safety systems. The role requires handling high-pressure situations, accurately logging information, and coordinating with police, fire, and hospital staff.

Responsibilities include operating radio/phone systems, updating records, and ensuring rapid response across campus facilities.

Qualifications

• High School Diploma required; some college preferred.
• Previous emergency or security dispatch experience is preferred, but not required.
• Must multitask, stay calm under pressure, and communicate clearly.
• Proficient with PCs and Windows applications; must wear a headset.

Responsibilities

• Determine priorities for service response and coordinate safety forces as needed.
• Operate communications equipment including radio consoles and phones; monitor alarms and cameras.
• Answer emergency and non-emergency calls; dispatch and monitor units to locations of concern.
• Maintain confidentiality and provide accurate, timely information to field personnel and partners.
• Process paging, on-call duties, and maintain on-call schedules per policy.
• Maintain knowledge of dispatch policies, laws, and FCC rules; continue training.
• Provide dispatch records and reports for court or administrative use.

Skills

Multitask

Calm under pressure

Effective communication

Typing speed

Headset usage

Shift work (nights/weekends)

Education

High School Diploma

Some college preferred

Tools

CAD software

Windows OS

Job description

Job Description

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

Job Description

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable and diverse place of employment.

Under the direction of the Public Safety Manager ,Communications Center, Call Center Representatives must determine the nature and location of calls requesting public safety, fire, medical, or other emergency and non-emergency services, then use computer aided dispatch software (CAD) to dispatch, track and monitor appropriate response for service. Receives and screens telephone calls, radio calls, collects information regarding crime or emergency in progress to relay to safety force personnel; and documents critical information to maintain the location and status of Public Safety units in the field.

Location

Cincinnati, OH, United States

Qualifications

Education: High School Diploma required, some college preferred.

Experience: Previous emergency or security dispatch experience preferred, but not required.

Knowledge and Skills: Apply common sense understanding to carry out detailed and complicated procedures and instructions according to standard operating procedure. Ability to remain calm and effectively communicate under pressure and unusual circumstances. Ability to multitask on a consistent basis. Ability to utilize a headset for phones/radio and hear what is going on in a busy communications center. Type accurately at a speed necessary for successful job performance. Ability to take direction, work independently and as part of a group. Must be able to sit for an extended period of time and wear a telephone headset. Must be available to work all shifts, including but not limited to day/evenings/night, weekends, holidays and mandatory overtime as needed. Proficient with personal computers and windows based applications. Obtain CPR/AED certification within 1 year of hire.

About UC Health

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching—a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is an EEO employer.

Responsibilities

• Call Center Representatives must exercise reasonable independent judgment to determine priorities for service response in accordance with established procedures and protocols; coordinate on site activities of safety forces o ensure efficient and effective support services; and notifies and coordinates response with outside agencies as needed, ex: police and fire units, Disaster Management personnel, hospital management and other first responders. Enters, updates, and retrieves information for a variety of different sources, including officers working in the field.
• Must operate a variety of communications equipment including multiple channel radio consoles, telephone and computer systems. Monitors various alarm systems and closed circuit cameras at multiple UC Health facilities. Is responsible for monitoring access control systems and building maintenance programs, as well as relaying weather related problems to appropriate personnel.
• Answer emergency and non emergency calls for service. Simultaneously dispatch and monitor radio traffic and location information for Public Safety Officers. Prioritize calls for service. Provide assistance as requested to other police and fire agencies. Serve as liaison to receive and relay radio transmissions from field personnel to appropriate staff or other agencies. Operate a computer aided dispatch system and computerized electronics communication equipment. Monitors closed circuit cameras, access control equipment, panic alarms, fire systems, building maintenance alarm panels, and dispatches appropriate units to the location(s) of concern. Coordinates on site activities of safety forces to ensure efficient and effective resolution of all emergency and non-emergency situations.
• Exercise sound judgment under stressful circumstances; communicate effectively, concisely and articulately in oral form; develop and maintain effective working relationships with supervisors, associates, other agency representatives and general public; handle sensitive inquiries and contacts with officials and general public; demonstrate excellent hearing and diction; analyze situations, establish facts and formulate viable conclusions; document all activities performed. At all times maintains strict confidentiality.
• Answer and route incoming calls to include patient information, paging, directory assistance and emergency calls. Process outgoing calls including long distance, international and conference calls. Monitor the following: medical and non-medical lines; clinical alerts; PO&M systems; security and weather alert systems. Perform paging and on call services and provide programming and testing of pagers. Produce, maintain and distribute master on-call schedules. Maintain proper and up-to-date documentation for all responsibilities listed above per policy.
• Keeps informed and aware of persons and places suspected of illegal activity and/or potential for problems within an assigned area; Enters or retrieves data from a computer terminal, PC or other keyboard device; Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes and work cooperatively and jointly to provide PRIIDE Core values.
• Provide needed dispatch records and or recordings for court cases, monthly or administrative reports.
• Maintains knowledge of current trends and developments in the field by reading appropriate journals, books and other literature, and attending periodic training classes in dispatch methods, related subjects and various conferences and in-service meetings. Maintains current knowledge of agency policies and procedures; public relations; local, state and federal laws related to law enforcement; communications; and FCC rules and regulations.