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Job Description

Job Summary

Serves as the primary point of contact for the receipt, triage, distribution and management of all incoming requests for Security Services, Plant Operations, Environmental Services, Clinical Engineering and Parking and Transportation, supports virtual switchboard operations, monitors and supports response concerning facility based systems, and helps to support emergency preparedness operations.

Essential Functions

• Acts as the primary point of contact for the Security Services, Plant Operations, and Environmental Services; responding to all requests for service and dispatching all necessary resources.
• Operates a virtual switchboard, routing callers, referencing on call contact information, and utilizing the overhead paging system.
• Monitors and responds to numerous internal emergency systems including but not limited to: fire alarms, child abduction, panic alarms, code alerts, medical gas, building automation, electrical, tube, maintenance management, fume abatement, elevator status, and access control. Monitors radio, weather alert, telephone, television, and closed circuit surveillance systems to ensure accurate information regarding local and regional events is obtained and communicated to the appropriate personnel. Answers emergency calls, remaining composed in high stress situations in order to obtain complete and accurate information, and triages and disseminates calls in a timely and appropriate manner.
• Utilizes the Computer Aided Dispatch (CAD), Records Management System (RMS), and Law Enforcement Information Network (LEIN) systems to record incidents, acquire information, and assist and direct officer response.
• Monitors, tracks, and coordinates officer activity and shuttle services and escorts, utilizing multi-frequency radio consoles to dispatch employees to calls pertaining to: alarms, disorderly patients, auto assistance, lost property, escorts, emergencies, and all other calls for assistance and transportation needs. Manages calls for service-related facility repairs and issues and assigns work orders. Documents and maintains confidential records for all telephone and radio communications with patients, visitors and employees.
• Monitors metrics and reports for quality, efficiency and cost effectiveness, including CC6 reporting, Officer Response Metrics and CAD generated reports. Monitors services to ensure compliance with organizational policy as well as state and Federal regulations; including FCC, LEIN, MCOLES and State Fire Marshal standards. Notifies supervisor as appropriate.
• Assists with the coordination and observation of routine testing and shutdown of alarm and utility systems in compliance with OSHA and The Joint Commission.

Qualifications

• Required High School Diploma or equivalent
• Preferred Associate's Degree in Facilities, Criminal Justice, Security, Public Administration, Emergency Management or equivalent

• 2 years of relevant experience of customer service experience Required
• Telecommunications experience Preferred
• 1 year of relevant experience utilizing a two-way radio system Preferred
• Experience using computer assisted dispatching and work order entry software as well as familiarity with building systems in a complex integrated environment Preferred
• Experience working in a hospital or dispatch setting in an environment of comparable size and complexity Preferred

Primary Location

SITE - Spectrum Health Butterworth Hospital - 100 Michigan St - Grand Rapids

Department Name

Security Support Service

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

36

Hours of Work

Days-Variable 12 Hour Shifts

Days Worked

variable days

Weekend Frequency

Every other weekend

Spectrum Health requires all team members to receive the COVID-19 vaccinations subject to certain exclusions based on the team member’s job category. Spectrum Health is committed to granting reasonable accommodations in accordance with applicable laws.

Accommodation Notice: If you are a qualified individual with a disability, you may request a reasonable accommodation in Spectrum Health's application process. Contact us at 616-486-SHHR (7447).

Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, sexual orientation, veteran status, or any other legally protected

category. See more here.