Security Operations-Center Operator

Job Description

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient‑first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you’ll have the opportunity to join our quest for better health care, no matter where you work within the Northwestern Medicine system. We pride ourselves on providing competitive benefits—from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits—our goal is to take care of our employees.

The SOC Operator I reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and regulatory standards.

The SOC Operator I has high visibility and is directly accountable for the effective and efficient flow of information from the SOC to the Security Services Officers, Security Supervisors, Security Coordinators, and Operations Managers. The SOC is a 24/7 operation that provides the Security Services Department with a comprehensive monitoring approach to provide broad visibility of activity across the hospital(s), leverages intelligence from several systems and technology databases that provide advanced correlation, and analysis capabilities to deliver a prioritized list of actionable security incidents to the Security Operations Team.

The SOC Operator I will play a critical role in ensuring the safety and security of our patients, facilities, visitors, and staff members.

• Receive and prioritize incoming calls, emails, and alerts related to security incidents and emergencies.
• Dispatch security personnel to respond to incidents, alarms, and requests for assistance according to established procedures and protocols.
• Monitor surveillance cameras, access control systems, and other physical security technologies to detect and assess security incidents in real time.
• Respond to security alarms, including intrusion alarms, fire alarms, and duress alarms, and initiate appropriate response procedures.
• Maintain clear and effective communication with security personnel, supervisors, and other stakeholders to coordinate incident response activities.
• Record all incidents, responses, and actions taken in a detailed and accurate manner using the incident management system or computer‑aided dispatch.
• Assist with the implementation and enforcement of security policies and procedures.
• Provide clear and concise instructions to security personnel and guide them during critical situations.
• Relay critical information and updates to appropriate stakeholders, including hospital leadership, in a timely manner.
• Coordinate with internal and external emergency services, such as law enforcement, fire departments, and medical services, to facilitate a timely and effective response to emergencies.
• Escalate high‑priority incidents or emergencies to appropriate management or authorities as necessary.
• Address and relay any security‑related hardware or software issues as needed. Continue to work with vendors or internal support to rectify any issues that arise.

• High‑school diploma or GED.
• Successful completion of IAHSS Basic exam within 90 days of hire.
• Maintain IAHSS Basic certification.
• Current BLS through American Heart Association within 9 months of hire.
• Interpersonal and communication skills necessary to interact effectively with a variety of individuals including employees, medical staff, patients, visitors, law enforcement, and other outside agencies.
• Attention to detail to accurately document incidents and maintain records.
• Ability to handle multiple tasks and prioritize effectively in a fast‑paced environment.
• Writing skills necessary to complete reports and paperwork that meet departmental standards.
• Physical ability to sit for extended periods and operate computer equipment.
• Willingness to work in shifts, including nights, weekends, and holidays, as physical security operations require 24/7 monitoring.
• Proficient in the use of Microsoft Office applications and the Internet.
• Familiarity with physical…