Dispatcher - Protective Services - St. Rita's Medical Center

Mercy Health; Lima (OH); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive pay

Incentives & 403(b) with employer

Medical, dental, vision coverage

Paid time off & disability

Tuition assistance & professional dev

Job summary

Mercy Health operates a protective services dispatch center at St. Rita’s Medical Center. The Night Shift requires handling emergency and non-emergency calls, operating a multi-channel radio system, and maintaining CAD and other systems.

You will provide excellent customer service to patients, staff, and external callers before taking on additional duties as needed. The role emphasizes accurate information gathering, prioritization of emergencies, and coordination with field units, all while

Qualifications

• High school diploma or GED (required).
• 1-2 years of experience in security and/or telephone operations/dispatch (preferred).
• Ability to accurately type 35-40 wpm.
• Strong documentation skills under pressure.
• Ability to operate multi-line telephone systems including taking and prioritizing emergency and non-emergency calls.
• Proficient in using two-way radios and dispatch consoles and enter data as appropriate.
• Basic Microsoft Office Skills.

Responsibilities

• Receive, coordinate, and disseminate critical information from emergency and non-emergency calls.
• Maintain radio contact with field units and monitor response; relay information for arrests, detentions, etc.
• Determine nature/location of emergencies and dispatch appropriate personnel.
• Monitor alarm systems and CCTV, access control, and building systems; respond per procedures.
• Process photo badging and guide callers to resources.

Skills

Typing 35-40 wpm

Documentation

Phone dispatch

Radio operation

MS Office

Education

High school diploma

Tools

Dispatch consoles

Job description

Scheduled Weekly Hours:

40

Work Shift:

Nights (United States of America)

Protective Services Dispatcher – St. Rita’s Medical Center

Night Shift

Job Summary:

Under general supervision, perform duties related to the operation of the protective services dispatch center involving incoming communication for emergency and non-emergency assistance; simultaneously operating a multi-channel radio system, while maintaining computer-aided dispatch systems and other computer systems. Answers multi-line telephone equipment and provides excellent customer service to anyone in need of services; and performs other duties as requested.

Essential Functions:

• Responsible for receiving, coordinating, and disseminating critical information from various sources including emergency and non-emergency calls for service. Maintains radio contact with mobile/field units to monitor response, progress, and any needed support. Relays descriptions and other information to protective service field units concerning, wanted persons, missing or lost persons, stolen vehicles and for the arrest or detainment of specified individuals, etc. Obtain information related to crime reports and obtain critical information, including but not limited to name of caller, call back number and details of situation
• Determines nature and location of emergency, prioritize, dispatch emergency personnel and/or implement emergency procedures as needed and in accordance with established procedure. Monitors, supports, and troubleshoots alarm systems. Acknowledge alarm received and dispatches appropriate personnel for issue at hand. Operate a variety of communications equipment and monitors security systems including CCTV, access control, fire alarm, building automation and control and burglar and panic alarms; responds appropriately and in accordance with established procedures
• Monitor and respond to emergency codes and alarm systems in accordance with hospital protocols, initiating proper communication alerts when required.
• Documents and maintains records of assigned units for information related to time, location, units dispatched and their time of arrival using the protective services report/dispatch system. Maintain accurate and up to date logs as assigned. Provide information to outside agencies including outside law enforcement agencies as appropriate
• Process employees and other individuals through the photo badging identification system. Be familiar with all resources and services available to callers and offer these resources and services as appropriate
• Answer and direct incoming calls using multi-line phone system, ensuring prompt and courteous communications with patients, staff, and external callers.
• This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Education:

• High school diploma or GED (required)

Required Licensing & Certifications:

None

Experience:

• 1-2 years of experience in security and/or telephone operations/dispatch (preferred)

Skills & Abilities:

Hard/Tech/Clinical Skills_:_

• __Ability to accurately type 35-40 wpm
• Strong documentation skills under pressure
• Ability to operate multi-line telephone systems including taking and prioritizing emergency and non-emergency calls.
• Proficient in using two-way radios and dispatch consoles and enter data as appropriate
• Basic Microsoft Office Skills

Soft/Interpersonal Skills:

• Calm demeanor, clear and effective communication, active listening, ability to multitask, empathy and patience, team collaboration, professionalism, attention to detail, and conflict de-escalation.
• Handles sensitive information with integrity and respect for privacy.

Training:

N/A

Mercy Health is an equal opportunity employer.

As a Mercy Health associate, you’re part of a Misson that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HAS/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

Department:

Telecommunications - St. Rita’s - Call Center

It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, a__ll applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health– Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affimative Action and Equal Opportunity Employer, please email [e-mail]. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [e-mail].