Public Safety Command and Control Center; CCC Technician

This position provides a critical role in linking those in need of emergency assistance or non‑emergency service with the most appropriate qualified Public Safety or Facilities resources while assigned to the 24/7/365 Public Safety Command and Control Center. The CCC Technician will triage all telephone calls for service, monitor Building Automation systems and Security Systems for alarms, alerts, fluctuations, adjustments and/or emergencies.

As such, will be responsible for radio dispatching the appropriate personnel, troubleshooting applicable systems (Building Automation System (BAS) and Public Safety Systems) for causes and potential remote interventions.

The CCC Technician will possess the ability to multi‑task triaging telephone calls, radio dispatching personnel and monitoring systems, while providing excellent customer service. The Technician will be proficient in the both Public Safety and Facilities software, programs and communication systems, including Two‑way radio, access control, CCTV, infant abduction, security alarms, video intercom systems, Visitor Management System, Computer Aided Dispatch and Report Management systems, Building Automation Systems, Fire Alarm Systems, and Pneumatic Tube System.

Public Safety Command & Control Center (CCC) Technician – 3

Public Safety

Full Time

• Operates, monitors, maintains and controls computerized Building Automation Systems (BAS) and Public Safety systems as required, while responding to life safety issues, emergencies and service requests.
• Triages all incoming telephone calls into the C&CC to obtain all necessary information to assess the appropriate resources and assist callers in a calm, civil, and professional manner.
• Uses good prioritization skills to manage multiple calls and situations simultaneously.
• If necessary and possible, keeps callers on the line to provide safety instructions and gain scene insight to risk and hazard to provide to responders.
• Assesses situations and activates emergency procedures that relate to matters requiring immediate or urgent public safety, medical or law enforcement or other external intervention.
• Utilizes existing two‑way radio equipment and technology to communicate to public safety, facilities and mechanical vendors in the field.
• Learns, understands and utilizes established policy, procedures and training to provide safe, effective and efficient service to the Boston Medical Center Community.
• Becomes familiar and knowledgeable of all Boston Medical Center buildings, addresses, facilities, layout of streets surrounding the campus and any other significant areas of the community to maximize the accuracy, safety and speed of dispatch.
• Maintains accurate and complete records of all activity occurring in the C&CC, responses by personnel in the field and completion and tracking of progress of Facility work‑order system.
• Proficient with the procedures for computer operation, data entry, data retrieval, and data modification capabilities for the in‑house, CJIS and LEAPS computer systems. Maintains the highest degree of confidentiality for CJIS, HIPAA and private information.
• Disseminates law‑enforcement information concerning wanted persons, stolen vehicles, missing persons and other law‑enforcement information as may be received by the LEAPS computer system, telephone, radio or other means.
• Manages the Mass Notification system (Send Word Now) to provide safety or notification to a larger group of for systems issues, unusual occurrences or disaster phase notification.
• Works with internal and external technicians and vendors to ensure all Facilities, BAS and Security systems are operating properly, serviced as needed and maintained in good working order.
• Initiates trending and alarming of systems through the BAS, creates logs and issues reports through monitoring of the BAS.
• Performs other duties as may be assigned or required.

• Proficient at multi‑tasking and prioritizing multiple calls for service requests and emergencies.
• Capable of learning, understanding and operating all public safety and BAS systems and technology managed in Command and…