Security Dispatcher

Houston Methodist; Houston (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Houston Methodist is seeking a Public Safety/Security Dispatcher to monitor security systems, dispatch security personnel, and document requests. The role supports the Public Safety/Security department with reliable, accurate responses to routine and emergent situations, maintaining a strong customer-service focus throughout all communications.

The position requires handling emergencies with composure, great attention to detail, and proactive communication with patients, staff, and visitors.

Qualifications

• High School diploma or equivalent required; associate’s degree preferred.
• Two years of police, security or emergency dispatch experience.
• Must have Security Officer Commissioned or Non‑Commissioned License; Texas DL; CPI certification within specified timelines.

Responsibilities

• Dispatch security requests via phone, radio, and other channels; monitor CCTV and security systems.
• Coordinate routine and emergency responses to maintain patient safety.
• Document service requests and incidents thoroughly and promptly.

Skills

Customer service

English proficiency

Communication

Confidential information handling

MS Office

Security systems

Time management

Calm under pressure

Education

High School diploma or equivalent

Associate’s degree in criminal justice or related field (preferred)

Tools

Microsoft Office

PowerPoint

Word

Excel

Webmail

Job description

At Houston Methodist, the Public Safety/Security Dispatcher position is responsible for providing support to the Public Safety/Security department and Houston Methodist through security system monitoring and dispatch support functions. This position operates a variety of centralized computer systems to dispatch, coordinate and document security requests on a continuous basis. The Public Safety/Security Dispatcher position assists internal and external customers with service requests of routine and emergent natures. This position handles emergency situations requiring a high degree of reliability, accuracy, flexibility, critical thinking skills, and proper documentation in stressful situations. The Public Safety/Security Dispatcher position effectively communicates in a manner consistent with a customer service focus.

FLSA STATUS

Non-exempt

QUALIFICATIONS

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post‑secondary education, etc.)
• Associate’s degree in criminal justice or related field preferred

EXPERIENCE

• Two years of police, security or emergency dispatch related experience

LICENSES AND CERTIFICATIONS

REQUIRED

• Must have Security Officer Commissioned or Non‑Commissioned License. SECUR‑N: submission of application within 14 days of hire date and obtained within one year of employment. SECUR‑C: Level 3 or Personal Protection Officer Level 4 licensure within 14 days
• Driver License – Texas Department of Public Safety. Upon hire must have a valid Driver’s License. Must obtain a Texas DL within 90 days.
• NVCRISIS – Nonviolent Crisis Intervention or Instructor (CPI) – Crisis Prevention Institute within 60 days

PREFERRED

• BLS – Basic Life Support or Instructor (AHA)

KNOWLEDGE AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
• Proficient in speaking, reading, and writing English necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate with patients, physicians, family members and co‑workers in a manner consistent with a customer service focus and application of positive language principles
• Must possess strong customer service skills and professionally communicate and interact with staff and visitors
• Proficient computer skills, including but not limited to Microsoft Office software including PowerPoint, Word, Excel and Webmail
• Ability to understand and work with technical security systems, hardware and software
• Must be able to handle and prioritize multiple tasks and function calmly in stressful situations, including handling or exposure to confidential/sensitive information
• Demonstrates the ability to access information both in the department and within the hospital system to support the department as appropriate

ESSENTIAL FUNCTIONS

PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and contributes to a dynamic, team‑focused work unit that actively helps one another to achieve optimal department results. Actively communicates and reports pertinent security services information and data in a comprehensive manner.
• Responds positively to requests for assistance from customers, employees and visitors, using clear and professional communication to facilitate problem resolution.

SERVICE ESSENTIAL FUNCTIONS

• Processes requests for service from incoming phone and radio calls, faxes, and printouts by dispatching, coordinating and tracking.
• Receives and dispatches security to all emergency alarms. Monitors CCTV, safety, security access and emergency management systems; and coordinates routine and emergency responses.
• Completes necessary logs, reports, and documentation of service requests, incidents, and other required information according to established guidelines.
• Contacts appropriate management staff for unusual circumstances in a timely manner to maintain a high level of patient safety and satisfaction. Maintains confidentiality of sensitive information and informs management of pertinent issues.
• Provides assistance for emergency situations, including security rounding.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Monitors, operates, and responds to fire, elevator, and security alarms. Responds to hospital codes, alerts and other emergency situations and takes appropriate action.
• Follows all safety rules while on the job. Reports accidents promptly and corrects minor safety hazards.

FINANCE ESSENTIAL FUNCTIONS

• Self‑motivated to independently manage time effectively and prioritize daily tasks. Uses inventory and resources effectively and efficiently, does not waste supplies.
• Effectively manages expenses associated with outsourcing dispatching services, as needed.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual process improvements for the Public Safety/Security department.
• Generates and communicates new ideas and suggestions that improve quality or services within the department.
• Implements actions that promote a workplace safety culture and proactively prevents workplace violence.

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform: Yes
• Scrubs: No
• Business professional: No
• Other (department approved): No

ON‑CALL

• On Call: No

TRAVEL

• May require travel within the Houston Metropolitan area: Yes
• May require travel outside Houston Metropolitan area: No