Dispatcher & Communications Coordinator

Winterthur Museum, Garden & Library; Winterthur (DE); On-site; USD 45,000 - 60,000; Full time

Job summary

Winterthur Museum, Garden & Library seeks a Communications Coordinator & Dispatcher to serve as the primary communications and operational control point for the Winterthur Public Safety Department, monitoring security systems and coordinating officer activity.

You will handle calls for service, maintain logs and documentation in SOPs, and ensure confidentiality and professional conduct while supporting the safety of visitors, staff, and collections.

Qualifications

• Experience in emergency and non‑emergency call handling.
• Strong documentation and real‑time reporting skills.
• Ability to operate security systems and access control.

Responsibilities

• Receive, prioritize, and manage all emergency and non‑emergency calls for service
• Dispatch Public Safety Officers based on incident priority, availability, and departmental protocols
• Maintain continuous radio communications and conduct officer safety/status checks
• Always use approved telephone greeting and professional communications standards
• Monitor and operate CCTV and video management systems during incidents
• Document information objectively, clearly, and in real time
• Maintain required logs including visitor and equipment issuance logs

Skills

Communication skills

Attention to detail

Discretion / confidentiality

Professionalism

Tools

CCTV systems

THERMS

Access control systems

Job description

Winterthur Museum, Garden & Library encompasses an unrivaled museum of American decorative arts in its mansion and galleries and a magnificent 60-acre naturalistic garden—all set on 1,000 gorgeous acres.

Winterthur employs a wide array of positions in the areas of curatorial, horticulture, education, conservation, library, maintenance, marketing, development, technology, and administration.

Winterthur offers a unique and rewarding experience that is rich in culture and natural beauty. Winterthur considers its employees and volunteers to be among its greatest assets and welcomes applications from candidates who will contribute their specific skills to its mission “to inspire, enlighten, and delight all of its visitors while preserving and enhancing [Winterthur]” and also uphold its core values of agility, excellence, innovation, integrity, inclusion, and transparency.

Position Summary

The Communications Coordinator & Dispatcher serves as the primary communications and operational control point for the Winterthur Public Safety Department. Assigned to the Central Command Center, the Dispatcher is responsible for monitoring security systems, coordinating officer activity, receiving and prioritizing calls for service, managing property control, and ensuring accurate documentation in accordance with departmental Standard Operating Procedures (SOPs).

This role is critical to the safety of Winterthur’s museum collections, research facilities, employees, visitors, and historic grounds, and requires a high degree of professionalism, attention to detail, and adherence to confidentiality and policy.

PRINCIPAL RESPONSIBILITIES

Communications & Dispatch Operations

1. Receive, prioritize, and manage all emergency and non‑emergency calls for service
2. Dispatch Public Safety Officers (PSOs) based on incident priority, availability, and departmental protocols
3. Maintain continuous radio communications and conduct required officer safety/status checks
4. Always use approved telephone greeting and professional communications standards
5. Ensure emergency calls and emergency phones take priority over all routine communications

Monitoring & Systems Operations

1. Monitor and operate all security systems, including:
   1. CCTV and video management systems
   2. Access control and alarm systems
   3. Art Sentry object protection systems
   4. Tridium facilities monitoring systems
2. Monitor, assess, and respond to:
   1. Fire alarms and system troubles
   2. Intrusion and duress alarms
   3. Facilities alerts (HVAC, boilers, chillers, water)
3. Initiate appropriate notifications and response actions per established call‑out and escalation protocols

Documentation & Records Management

1. Create and manage Events in THERMS for all calls for service, officer‑initiated activity, walk‑ins, and third‑party reports
2. Document information objectively, clearly, and in real time
3. Assign report numbers when required and ensure proper routing
4. Review Incident Reports during the shift for accuracy, completeness, and compliance with SOPs
5. Maintain required logs, including:
   1. Visitor logs
   2. Property and equipment issuance logs
   3. Money bag inventory
   4. 134 Forms and insurance documentation
   5. Heat Generating Equipment lists

Property Control & Access Management

1. Maintain strict accountability for all property issued through Dispatch
2. Conduct parcel inspections for individuals exiting designated facilities
3. Verify authorization for removal of Winterthur assets
4. Issue and log keys, radios, temporary badges, remotes, and assigned equipment
5. Process Personal Property Passes and maintain associated records
6. Initiate law enforcement notification and supervisory contact when theft or loss is suspected

Access Control & Credential Management

1. Manage door access and system status changes as directed
2. Create, modify, disable, and document ID badges per approved procedures (when assigned)
3. Safeguard all system login credentials and strictly prohibit sharing of passwords or access
4. Immediately report any suspected credential compromise

Acting Operational Authority

1. When leadership is absent, maintain operational continuity of Public Safety services in accordance with SOPs
2. Exercise operational judgment within defined authority limits
3. This role does not confer supervisory or disciplinary authority

Conduct, Professionalism, and Confidentiality

1. Maintain restricted access to the Central Command Center
2. Protect confidential, personal, and security‑sensitive information at all times
3. Prohibit unauthorized use of security equipment, property, or systems
4. Comply with food, beverage, and loitering restrictions within the Command Center
5. Adhere to all written and verbal pass‑on instructions as official orders

Thank you for considering Winterthur Museum job opportunities.