Security Communications Program Manager

Connecticut Children's; Hartford (CT); On-site; USD 110,000 - 150,000; Full time

Job summary

Connecticut Children's Security Department seeks a Program Manager to lead the Security Dispatch Communications Center, optimizing workflows, training staff, and coordinating responses to emergencies and daily incidents.

You will partner with Security leadership, implement policies, supervise scheduling, monitor system performance (CAD, RMS, Avigilon, Lenel), and report key metrics to guide safety improvements across hospital and offsite facilities.

Qualifications

• Education: High School Diploma or GED.
• Minimum 3 years work in or supervising a dispatch or security communications role.
• Supervisory experience preferred in safety/security capacity.
• Healthcare experience in safety/security preferred.

Responsibilities

• Oversee scheduling strategies for the Security Dispatch Communications Center to ensure coverage and continuity.
• Provide operational support and guidance to security officers and dispatchers assigned to communication duties.
• Manage shift coverage needs and implement contingency plans for staffing gaps.
• Develop and implement training programs related to communication processes, systems, and equipment.
• Support policies and procedures related to communications and dispatch operations.
• Serve as superuser for CAD and RMS systems and monitor security technologies including Avigilon and Lenel.
• Lead troubleshooting for Avigilon Camera Systems and coordinate with external vendors.
• Prepare regular activity reports for Security Leadership and ensure secure access to databases.

Skills

Organizational skills

Interpersonal skills

Verbal/written communication

Decision making

Education

High School Diploma or GED

Tools

CAD

RMS

Avigilon

Lenel

Microsoft Office

Job description

The Security Communications Program Manager plays a critical leadership role in the oversight and continuous improvement of the Security Dispatch Communications Center at Connecticut Children’s. This position is responsible for ensuring the operational effectiveness of security communication systems, coordinating both emergency and non-emergency responses, and developing and maintaining standard operating procedures that promote a safe environment for patients, visitors, and team members. In close partnership with Security and Safety leadership, the Program Manager leads the design and implementation of communication workflows, staff training, and system enhancements. This role also oversees scheduling strategies, ensures compliance with security protocols, and tracks and reports key performance metrics to inform decision-making. The Program Manager provides cross-departmental guidance and acts as a liaison with internal and external stakeholders. The role requires maintaining situational awareness to support safety, security, and emergency preparedness at all times. Operation of a company vehicle may be required.

Who We Are:

Connecticut Children’s is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children’s offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home. Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.

At Connecticut Children’s, treating children isn’t just our job – it’s our passion. As a leading children’s health system experiencing steady growth, we’re excited to expand our team with exceptional team members who share our vision of transforming children’s health and well-being as one team.

About the Team:

At Connecticut Children's Security Department, we are more than just a team; we are a family dedicated to protecting and nurturing the safety of every child, staff member, and visitor within our facilities. As a nationally recognized leader in pediatric healthcare, we uphold the highest standards of security and care, ensuring a safe and healing environment for the youngest members of our community.

Why Join Us?

• Impactful Work: Every day, you’ll play a vital role in creating a secure, welcoming environment where children and families can focus on healing and hope.
• Growth and Development: We invest in our team members through continuous training, professional development opportunities, and a supportive work culture.
• Rewarding Challenges: Being part of our security team means facing unique challenges with professionalism and compassion, making a real difference in a child’s healthcare journey.
• Team-Centric Culture: At Connecticut Children's, collaboration and mutual respect are at the heart of what we do. You'll be joining a supportive network of professionals united in a common goal.

Responsibilities:

Leadership and Training-25%

• Oversee scheduling strategies for the Security Dispatch Communications Center to ensure adequate coverage and operational continuity.
• Provide operational support and guidance to security officers and dispatchers assigned to communication duties.
• Manage shift coverage needs and implement contingency plans for staffing gaps.
• Partner with Security Leadership to develop and implement training programs related to communication processes, systems, and equipment.
• Support the development, maintenance, and enforcement of policies and procedures related to communications and dispatch operations.

Technology and Systems Oversight-25%

• Serve as the superuser for CAD (Computer-Aided Dispatch) and RMS systems.
• Monitor and maintain performance of all communication and security technologies, including CAD, RMS, radio systems, blue light call boxes, fire alarms, video surveillance (Avigilon), and emergency broadcast systems.
• Lead troubleshooting and issue resolution for the Avigilon Camera System at hospital and satellite locations.
• Ensure communication equipment is fully functional, arranging repairs or replacements as necessary.
• Act as the primary point of contact between the security team and external technology vendors.
• Collaborate with internal teams to support and optimize access control systems.

Information Management and Reporting-20%

• Ensure timely and accurate documentation of communications, incidents, and responses in accordance with legal and procedural standards.
• Prepare and deliver regular activity reports for the Dispatch Communications Center to Security Leadership.
• Manage secure access to hospital security databases and safeguard sensitive information.

External and Internal Communications-20%

• Serve as a liaison to external agencies (local, state, and federal) to support effective incident response and information sharing.
• Oversee operation and response protocols for emergency “Blue Light” call boxes at all hospital and offsite facilities.
• Facilitate timely and effective internal communications during incidents to ensure situational awareness and coordinated response.

Dispatch Operations and On-Call Support (as needed)-10%

• Support the prioritization of emergency and non-emergency calls as needed.
• Deploy and direct security personnel and emergency services in response to incidents.
• May assist with general security officer duties during critical coverage needs.

Performs other job-related duties as assigned.

Qualifications:

Education and/or Experience Required:

• Education: High School Diploma or GED.
• Experience: Minimum 3 years work in or supervising a dispatch or security communications role.

Education and/or Experience Preferred:

• Experience: Supervisory experience preferred in a safety/security capacity.
• Healthcare experience in safety/security preferred.

License and/or Certification Required:

• Valid Driver’s License and clean driving record.

Knowledge, Skills and Abilities:

Knowledge:

• Strong working knowledge of CAD (Computer-Aided Dispatch), RMS (Records Management Systems), Avigilon Camera Systems, Lenel access and badging system and other integrated security technologies. Ability to evaluate, adopt, and train others on emerging security platforms.
• Proficiency with Microsoft business applications (Word, Excel, Outlook, Zoom, etc.) to support documentation, reporting, and communication functions.
• Completion of, or ability to complete within six months:
• IS-5.a: An Introduction to Hazardous Materials
• IS-100.c: Introduction to the Incident Command System (ICS 100)
• IS-242.b: Effective Communication
• IS-700.b: Introduction to the National Incident Management System

Skills:

• Strong organizational, interpersonal, and verbal/written communication skills.
• Ability to manage multiple priorities and maintain composure in high-pressure or emergency situations.
• Skilled in problem-solving and real-time decision-making in complex operational environments.

Abilities:

• Demonstrated leadership in managing programs, workflows, and cross-functional initiatives without direct supervisory authority.
• High level of situational awareness and attention to detail in dynamic settings.
• Commitment to service excellence and professionalism when interacting with internal teams and external partners.
• Advanced technical aptitude with security systems and platforms.
• Proficiency in Microsoft Office tools for reporting, analysis, and communication.
• Ability to handle sensitive information with discretion and uphold strict confidentiality standards.