Communications Officer

Cleveland Clinic; Beachwood (OH); On-site; USD 24,000 - 36,000; Full time

Benefits offered by this job

Shift differential

Job summary

The Cleveland Clinic is seeking a Communications Officer to join the Security Operations Center and handle critical patient and staff safety communications. You will monitor surveillance systems, process calls, and coordinate multi-agency responses on a rotating night schedule with built-in weekend rotations.

Night shift responsibilities include real-time monitoring, incident coordination, and the protection of patients and caregivers across Clinic facilities.

Qualifications

• High School Diploma/GED and two years of experience in a high-volume communications center, PBX operator or public or private law enforcement/security agency.
• Apply advanced situational awareness, rapid information synthesis, critical thinking, and decisive judgment in a fast-paced environment.
• Maintain operational awareness of multiple communications systems, radio networks, alarm platforms, intelligence tools, and security technologies.

Responsibilities

• Process incoming and outgoing communications in the Security Operations Center.
• Monitor cameras, alarms, access control systems, and other security technologies to provide real-time situational awareness and support emergency response activities.
• Coordinate real-time police, security, fire, EMS, and emergency response incidents across facilities; coordinate communication among internal and external public safety agencies.
• Process confidential information requests in accordance with privacy procedures and disseminate timely notifications during operations and crises.
• Exercise independent judgment during routine and emergency operations to ensure safety of patients, caregivers, visitors, and responders.

Skills

Situational awareness

Information synthesis

Critical thinking

Decisive judgment

Education

High School Diploma / GED

Associate or Bachelor’s degree

Tools

APCO Certification

NENA Certification

FEMAICS Certification

Public Safety Dispatching

Job description

Join the Cleveland Clinic team where you will work alongside passionate caregivers and make a lasting, meaningful impact on patient care. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.

As a Communications Officer, you will process incoming and outgoing communications in the Security Operations Center. In addition, you will monitor cameras, alarms and other surveillance equipment to provide vital information to dispatched responders. Communications Officers work two days on/two days off with a three-day weekend every other weekend. In addition to a competitive hourly rate, night shift workers are eligible for a shift differential of $1.75 an hour.

A caregiver in this position works nights from 6:00 p.m. to 6:00 a.m., following a schedule of two days on and two days off, including every other weekend.

A caregiver who excels in this role will:

• Processes incoming and outgoing communications in the Security Operations Center while serving as a central communications, coordination, and intelligence resource for public safety operations. Monitors cameras, alarms, access control systems, and other security technologies to provide real-time situational awareness and support emergency response activities across Cleveland Clinic facilities. Coordinates incidents, supports responder safety, and operates multiple integrated public safety and security platforms.
• Communications and Dispatch: Receives, records, prioritizes, and responds to security, police, emergency, and routine service calls; receives and transmits security, police, air transport, satellite, and other public safety radio communications; and processes code and medical emergency activations received through clinical staff, overhead paging systems, and other reporting channels.
• Systems Monitoring and Situational Awareness: Monitors and responds to alarm signals across multiple platforms, including video management, access control, panic alarm, infant protection, computer-aided dispatch, intelligence, and emergency notification systems; maintains enterprise-wide awareness of incidents, severe weather, operational disruptions, emerging threats, social media alerts, and employee travel platforms; and supports responder accountability and officer safety through continuous monitoring of field activity and incident status.
• Incident Coordination and Response Support: Coordinates real-time police, security, fire, EMS, and emergency response incidents across Cleveland Clinic facilities; supports responses to workplace violence incidents, duress alarms, missing patient investigations, elopements, infant protection alarms, behavioral emergencies, and other healthcare-specific critical events; and coordinates communication among Cleveland Clinic Police, Security, Fire, EMS, Emergency Management, and external public safety agencies.
• Information Management and Notifications: Processes authorized requests for confidential employee, patient, and public information in accordance with applicable procedures and privacy requirements; collects, analyzes, and disseminates intelligence and situational information to responding personnel, leadership, and operational stakeholders; and drafts and disseminates electronic notifications and mass notification alerts during routine operations and crisis situations.
• Operational Support and Judgment: Exercises independent judgment and decision-making during routine and emergency operations where actions may impact patient, caregiver, visitor, and responder safety; performs clerical and administrative functions in support of Security Operations Center activities; and performs other duties as assigned.

Minimum qualifications for the ideal future caregiver include:

• High School Diploma/GED and two years of experience in a high-volume communications center, PBX operator or public or private law enforcement/security agency OR relevant education, public safety dispatching or emergency communications certifications, formal training, and directly related experience may be considered
• Apply advanced situational awareness, rapid information synthesis, critical thinking, and decisive judgment in a fast-paced environment where multiple emergencies and operational incidents may occur simultaneously.
• Evaluates incomplete, conflicting, or rapidly changing information and makes time-sensitive decisions that may affect patient, caregiver, visitor, responder, and public safety, as well as organizational operations.
• Maintain operational awareness of multiple communications systems, radio networks, alarm platforms, intelligence tools, and security technologies simultaneously while working in a high-stress environment where errors may significantly impact life safety and hospital operations.
• Coordinate response activities during workplace violence events, medical emergencies, criminal incidents, behavioral emergencies, infrastructure disruptions, and other critical situations.

Preferred qualifications for the ideal future caregiver include:

• Associate or Bachelor’s degree in a related field
• APCO, NENA, FEMAICS, Public Safety Dispatching, or similar certifications

Physical Requirements:

• Ability to perform work in a stationary position for extended periods
• Ability to operate a computer and other office equipment
• Ability to communicate and exchange accurate information
• In some locations, ability to move up to 40 pounds

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.

Pay Range

Minimum hourly: $17.25

Maximum hourly: $26.31

The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set and education. The pay range displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).