Dispatcher -Servcie Request Center * Resource ( Shift Varies

Dispatcher 1-Service Request Center
* Resource ( Shift Varies ) Shift Information

Shift: Varies. On-call:
Yes. Weekends:
Yes.

The dispatcher is an essential and crucial part of the UMHW security team to ensure quality, compassionate, accessible healthcare services can be provided without undue fear for personal safety and the protection of property. The Dispatcher works in partnership with UMHW security officers, clinical staff, non‑clinical staff, visitors and patients, and local law enforcement departments to coordinate the deployment of services during any crisis or routine assignments.

The dispatcher serves as the UMHW Primary Answering Point, providing assistance to callers, security officer response to a multitude of situations, access control, parking, and other types of assistance from the hospital, the public and UMHW affiliates.

Education

• Associate’s degree in a Social Science program, Law, Emergency Management, Business, Public/Police/Security or Safety Administration or related program OR High School Diploma/GED and two years previous experience in a similar work environment, size, and complexity (Healthcare Security Experience or dispatch).

License / Certification / Registration

• Certification in verbal de‑escalation Non‑Violent Crisis Intervention within 6 months of hire or at first offering.
• Certification in Basic 911 telecommunications training within 6 months of hire or at first offering.
• Certification in FEMA ICS online program as assigned by the Security Director.

Experience

• See education

Skills & Abilities

• Excellent written, verbal communication and interpersonal skills. Time management and organizational skills. Self-directed and able to work independently as well as with a team. Ability to make quality, independent decisions as well as being able to be analytical with strong problem‑solving skills. Ability to work effectively and efficiently under tight deadlines, high volumes and multiple interruptions. Ability to maintain the strictest levels of confidentiality.
  
  Ability to listen to others with a sympathetic ear.
• Demonstrates ability to use a computer and multiple software programs including security technology which is an essential role of this position.
• Perform in a work environment with high pressure, stressful situations and ever‑changing circumstances.
• Demonstrate skills in verbal de‑escalation and perform crisis prevention/intervention.
• Ability to understand the importance of customer service and has the ability to be assertive in enforcement situations.
• Able to demonstrate confidence and authority while remaining calm.
• Must be able to complete training and demonstrate proficiency regularly as required by the department.
• Demonstrates the ability to work enthusiastically in a fast‑paced stress filled working environment.
• Has the ability to critically think and know when to partner with local police and fire for emergency assistance.
• Has the ability to provide great customer service under any circumstance.
• Excellent written, verbal and interpersonal communication skills.
• Demonstrates professionalism and a positive attitude.
• Trustworthy – Ability to maintain the strictest levels of confidentiality.

• Responsible for responding to radio/telephone inquiries from department personnel, law enforcement agencies, patients, clinical staff and visitors, emergency situations, crimes in progress, proactive enforcement priorities and community engagement opportunities.
• Monitor and maintain 24‑hour communication with the security department staff via phone or two‑way radio communications.
• Assists providers, patients, patient associates, caregivers, volunteers and visitors of UMHW.
• Receive and analyse all hospital emergency calls as well as non‑emergent calls for The University of Michigan Health West.
• Utilize and demonstrate competency in the use of various security technologies and software applications, CCTV, IP cameras, Body Worn Camera Real Time monitoring, Alarm Systems, Access Control Systems, , Intercom Systems, Radios, SPOK, Paging (Vocera) Systems - overhead included code pages and fire and medical gas monitoring.
• Maintain…