Dispatcher - Central Communications Officer - Evenings

Yale New Haven Health; New Haven (CT); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player in healthcare is seeking a dedicated Dispatcher to join their Protective Services team. This role is crucial for ensuring safety and security within the hospital environment. You will manage communications, monitor security systems, and dispatch officers as needed, all while maintaining a calm and professional demeanor. Ideal candidates will have strong communication skills, a commitment to accuracy, and the ability to make quick decisions in high-pressure situations. Join a team that values integrity and compassion, and contribute to the safety of patients and staff alike.

Qualifications

• High school diploma or equivalent required, with FTO program completion expected.
• Minimum one year in Security or Dispatch roles, with strong communication skills.

Responsibilities

• Receive and dispatch security-related calls, ensuring prompt responses.
• Monitor access control points and document incidents accurately.

Skills

Communication Skills

Decision Making

Record Keeping

Monitoring Security Systems

Computer Literacy

Education

High School Diploma

Statewide Emergency Telecommunications Certification

Tools

C*Cure9000

Digital Radio 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 to support crime prevention efforts via IP video. Monitors alarm annunciation computer system(s). Operates radio dispatch and department telephone system(s), answering 155 emergency calls and dispatching in coordination with Call Center Operators. Acts as the primary customer contact for routine and emergency calls. Monitors fire alarm systems. All radio and telephone communication must be conducted 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) promptly to ensure 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 surveillance and card activity tracking. This infrastructure ensures safety, provides access limitations, and supports investigations.
4. Logs onto security systems and inputs necessary data for proper statistical analysis.
   • 4.1 Logs onto Software House C*Cure9000 system and all other relevant security systems requiring unique operator identification at each shift's start, as observed by Access Control Systems Administrator.
5. Demonstrates general capabilities of a Dispatcher, contributing to efficient and effective department operations. Uses good judgment and is aware of 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 complete the department's FTO program. Statewide Emergency Telecommunications certification is preferred.

Experience: Minimum of one year of quality experience in Security, Police, Fire, EMS, DMV-type Officer / Peace Officer OR Dispatch position, including clerical duties, heavy telephone/radio usage, with rapid and accurate decision making. At least one year of computer experience with basic skills. Experience with proprietary security systems is a plus; training will be provided if needed.

Licensure: State of CT Guard Card preferred at hire. Must meet CT Department of Public Safety licensing requirements for Security Officers.

Special Skills: Ability to maintain accurate records, strong diplomatic communication skills, capable of monitoring security, fire alarms, and cameras. Proficient in Digital radio systems for dispatch, computer literate or trainable, and able to understand hospital operations critical to Yale New Haven Hospital Protective Services. Must be able to sit for long periods.