Dispatcher - Central Communications Officer

Yale NewHaven Health; New Haven, Northern (CT, KY); Hybrid; USD 52,000 - 64,000; Full time

Job summary

Yale NewHaven Health Protective Services seeks a full-time Dispatcher to staff an established dispatch center. You will handle 155 calls, monitor cameras and alarms, coordinate with officers, and help maintain access control across hospital properties.

Excellent communication and rapid decision-making under duress are essential, with CAD entry and radio operations central to daily duties. Requires a high school diploma (CT Guard Card preferred) and prior emergency dispatch experience.

Qualifications

• Requires high school diploma or equivalent; CT Guard Card preferred.
• Minimum one year of dispatch or security-related experience.
• Excellent communication and CAD entry skills; ability to stay calm under pressure.
• Computer literacy and willingness to train on hospital security systems.
• CT Guard Card eligibility or certification is preferred at hire.

Responsibilities

• Receive and triage security-related calls; dispatch officers promptly.
• Monitor multiple phone lines and respond within three rings.
• Document incidents in appropriate IT systems and CAD databases.
• Monitor hospital cameras and access control points.
• Coordinate with Call Center Operators and maintain professional contact.

Skills

Communication skills

Decision making under pressure

Prioritization

Multitasking

Education

High school diploma or equivalent

Tools

CCure9000 Access Control

CAD systems

Job description

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Responsibilities include staffing an established Protective Services dispatch center with overall auspices of telephone and radio communication, camera and alarm monitoring, handling 155 calls as well as computerized aided dispatch (CAD) information entries. Controls the communications and access control network(s) in Protective Services Headquarters. Performs varied responsibilities such as triaging communications, written documentation, data entry incident, tracking, building access for numerous access points simultaneously, operating lost and found system, and patient valuables system. Monitors cameras in an effort to support crime prevention efforts via IP video. Monitors alarm annunciation computer system(s). Operates radio dispatch and department telephone system(s) answer 155 emergency calls and dispatches in coordination with Call Center Operators. Is the primary customer contact for routine and emergency calls. Monitors the fire alarm systems. All radio and telephone communication will be done in a polite and courteous manner at all times.

EEO/AA/Disability/Veteran

Responsibilities

• 1. Receives communication for any and all Security related calls for assistance. Receives these requests for security assistance and uses judgment skills to dispatch officer(s) in a prompt manner to assure an appropriate response.
• 1.1 Monitors several phone lines, answers each call within three (3) rings, assesses the severity of each call and dispatches officer(s) as indicated, without deviation.
• 2. Prepares and documents information by utilizing the appropriate IT infrastructure in the respective dispatch area for all documentation of incidents and activities related to Safety and Security.
• 3. Monitors all access control points on owned or leased properties where Hospital cameras and card readers are present.
• 3.1 Hospital electronic physical Security infrastructure allows the capability of surveillance and card activity tracking. Electronic physical security is located throughout the Hospital and is in place to ensure a level of safety, provide access limitations and support investigations.
• 4. Logs on to security systems and inputs necessary data for proper statistical analysis.
• 4.1 Logs on to Software House C*Cure9000 system and all other relevant security systems requiring unique operator identification at the beginning of each shift without deviation.
• 5. Demonstrates general capabilities of a Dispatcher, which contribute to the efficient and effective operation of the Department. Uses best judgment, and is cognizant of ever changing departmental and institutional situations.
• 5.1 Demonstrates knowledge of all Codes and Emergency Response Plans.

Qualifications

Education

Requires high school diploma or equivalent. Expected to successfully complete the departments FTO program. Statewide Emergency Telecommunications certification is preferred.

Experience

Minimum of one year of quality experience in a Security, Police, Fire, EMS, DMV-type Officer / Peace Officer or dispatch position for same which includes clerical duties, heavy telephone / radio usage, with rapid and accurate decision making. Minimum one year experience with computers, with basic computer skills. Most security systems are proprietary so experience on any system is a plus, however, Protective Services will train incumbent on our systems as needed.

Licensure

State of CT Guard Card is preferred at date of hire. Once hired must meet the requirements set forth by the CT Department of Public safety as it pertains to the licensing of Security Officers.

Special Skills

Ability to maintain current and accurate records. Have good diplomatic communication skills. Must be capable of monitoring security, fire alarms, and cameras. Be knowledgeable in the use of radio systems to dispatch personnel as needed. Must be computer literate or able to undergo appropriate training, to ensure a safe and secure working environment. Must complete in house training to obtain a good working knowledge of the Software House CCure9000 Access control system. Must be proficient in decision making with the ability listen to complaints and or request for service under duress and dispatch resources accordingly. Must obtain an intimate familiarity with day-to-day Hospital operations critical to the success of Yale New Haven Hospital Protective Services Department. Must be able to sit for long periods of time.

Additional Information

• Candidate must have prior emergency dispatching experience.
• Candidate must have excellent communication, CAD entry, and prioritization skills and be able to handle a stressful environment.
• Telecommuter or EMD certifications preferred. Must be able to obtain State of CT guard card upon hiring.

YNHHS Requisition ID 190170