Emergency Security Dispatcher Associate

Corewell Health; Grand Rapids (MI); On-site; USD 52,000 - 68,000; Full time

Job summary

Corewell Health is seeking a Security Dispatcher to monitor emergency alarm systems and triage requests in a fast-paced hospital environment. You will coordinate resources via phone and radio, maintain detailed CAD/RMS records, and support officer response with accuracy and composure.

The role requires strong customer service skills, multi-tasking ability, and experience with dispatch software in a hospital or large facility setting.

Qualifications

• High School Diploma or equivalent is required.
• 2 years of relevant experience in customer service.
• Preferred: Associate's Degree in related fields.
• Two-way radio experience and telecommunications familiarity are a plus.

Responsibilities

• Serve as primary contact for Security Services and dispatch resources.
• Operate a virtual switchboard and route calls.
• Monitor emergency systems and coordinate responses.
• Record incidents in CAD/RMS and assist officer response.
• Ensure compliance with policies and regulatory standards.

Skills

Customer service

Multitasking

Effective communication

Two-way radio operation

Dispatch software

Education

High School Diploma or equivalent

Associate's Degree (preferred)

Tools

CAD system

RMS

LEIN

Work order entry software

Building automation systems

Job description

Job Summary

Responsible for the monitoring of various emergency alarm systems including but not limited to; HUGS, Panic Alarms, FireWorks, and Responder 5 Code Boxes. Responsible for triaging emergent and non-emergent Security requests and arranges the appropriate resources utilizing phone and 800 MHz radio systems. Responsible for maintaining detailed records of calls for service and officer duties in our CAD (computer aided dispatch) system. This position requires exceptional customer service and extreme multi-tasking in a demanding, fast-paced environment.

Job Summary

Responsible for the monitoring of various emergency alarm systems including but not limited to; HUGS, Panic Alarms, FireWorks, and Responder 5 Code Boxes. Responsible for triaging emergent and non-emergent Security requests and arranges the appropriate resources utilizing phone and 800 MHz radio systems. Responsible for maintaining detailed records of calls for service and officer duties in our CAD (computer aided dispatch) system. This position requires exceptional customer service and extreme multi-tasking in a demanding, fast-paced environment.

Essential Functions

• Acts as the primary point of contact for the Security Services, Plant Operations, and Environmental Services; responding to all requests for service and dispatching all necessary resources
• Operates a virtual switchboard, routing callers, referencing on call contact information, and utilizing the overhead paging system
• Monitors and responds to numerous internal emergency systems including but not limited to: fire alarms, child abduction, panic alarms, code alerts, medical gas, building automation, electrical, tube, maintenance management, fume abatement, elevator status, and access control
• Monitors radio, weather alert, telephone, television, and closed-circuit surveillance systems to ensure accurate information regarding local and regional events is obtained and communicated to the appropriate personnel
• Answers emergency calls, remaining composed in high stress situations in order to obtain complete and accurate information, and triages and disseminates calls in a timely and appropriate manner
• Utilizes the Computer Aided Dispatch (CAD), Records Management System (RMS), and Law Enforcement Information Network (LEIN) systems to record incidents, acquire information, and assist and direct officer response
• Monitors, tracks, and coordinates officer activity and shuttle services and escorts, utilizing multi-frequency radio consoles to dispatch employees to calls pertaining to: alarms, disorderly patients, auto assistance, lost property, escorts, emergencies, and all other calls for assistance and transportation needs
• Manages calls for service-related facility repairs and issues and assigns work orders
• Documents and maintains confidential records for all telephone and radio communications with patients, visitors and employees
• Monitors metrics and reports for quality, efficiency and cost effectiveness, including CC6 reporting, Officer Response Metrics and CAD generated reports
• Monitors services to ensure compliance with organizational policy as well as state and Federal regulations; including FCC, LEIN, MCOLES and State Fire Marshal standards and notifies supervisor as appropriate.
• Assists with the coordination and observation of routine testing and shutdown of alarm and utility systems in compliance with OSHA and The Joint Commission

Qualifications

Required

• High School Diploma or equivalent
• 2 years of relevant experience in customer service

Preferred

• Associate's Degree in Facilities, Criminal Justice, Security, Public Administration, Emergency Management or equivalent
• 2 years Telecommunications experience
• 1 year of relevant experience: utilizing a two-way radio system
• Experience using computer assisted dispatching and work order entry software as well as familiarity with building systems in a complex integrated environment
• Experience working in a hospital or dispatch setting in an environment of comparable size and complexity

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Butterworth Hospital - 100 Michigan St NE - Grand Rapids

Department Name

Security Central Dispatch - Corporate

Employment Type

Full time

Shift

Night (United States of America)

Weekly Scheduled Hours

36

Hours of Work

7 p.m. - 7 a.m.

Days Worked

Monday and Tuesday

Weekend Frequency

Every other weekend

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.