Protective Services Dispatcher - Springfield Regional Medical Center

Mercy Health; Springfield (OH); On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

Benefits package including health/dent

Retirement plan options

Job summary

Mercy Health is seeking a Protective Services Dispatcher to operate a multi-channel dispatch center, coordinate emergency and non-emergency calls, and support field units. You will monitor radio communications, dispatch personnel, and manage security and CCTV systems per hospital protocols.

The role requires strong typing, documentation, and customer service skills, with a focus on safety and responsiveness in high-pressure situations.

Qualifications

• High school diploma or GED required.
• 1–2 years of security and/or telephone operations/dispatch experience preferred.

Responsibilities

• Receive, coordinate, and disseminate critical information from calls for service.
• Maintain radio contact with field units and monitor response.
• Dispatch appropriate personnel and monitor alarm systems per procedures.
• Document unit status including time, location and arrival information.
• Assist callers with resources and services as needed.
• Answer and direct incoming calls via a multi-line system with courteous communication.

Skills

Typing speed 35–40 wpm

Documentation under pressure

Multi-line phone operation

Two-way radios & dispatch consoles

Microsoft Office

Education

High school diploma or GED

Tools

Microsoft Office

Job description

About Us

As a faith-based and patient-focused organization, Mercy Health exists to enhance the health and well-being of all people in mind, body and spirit through exceptional patient care. Success in this goal requires a culture of compassion, collaboration, excellence and respect. Mercy Health seeks people that are committed to our values of compassion, human dignity, integrity, service and stewardship to create an environment where associates want to work and help communities thrive.

Protective Services Dispatcher - Springfield Regional Medical Center

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

As a Mercy Health associate, you're part of a Mission 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, HSA/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.

All 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 Affirative Action and Equal Opportunity Employers, 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]