Central Communictns Offcr

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New Haven, CT
Mar 20, 2019

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Job Description

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

EEO/AA/Disability/Veteran

Summary:
Staffs an established Protective Services control center to oversee access control and overall site and Officer Security. Controls the communications and access control network(s) in Protective Services Headquarters. Performs varied responsibilties such as triage communications, written documentation, data entry (Perspective Dispatch Log) incident tracking windows based software, controlling building access for numerous access points simultaneously, operating lost and found system, local key distribution, and patient valuables system., Practices crime prevention and patrols exterior and interior properties via IP Video. Monitors alarm annunciation computer system(s). Operates radio dispatch and department telephone system(s) answering 119 emergency calls on the first ring. Is the primary customer contact for routine and emergency calls. Is the Primary 24 Hour, 7 Day per fire Watch. Is Polite and Courteous at all times even under stressful situations.

Responsibilities:
  • 1. Is primary customer contact via phone or in-house. Receives requests for security assistance and uses judgment skills to dispatch officer(s) in a prompt manner to assure appropriate response, action documentation is made.
  • 1.1. Monitors several phone lines, answers each call within three (3) rings, assesses the severity of each call and dispatches officer(s) as indicated, without deviation, as observed by the supervisor.
  • 1.2. Answers telephones, 'Security (identifies oneself by title and name), how may I help you?' 95% of the time as observed by the supervisor. Is always polite.
  • 1.3. Requests of complainant, from every telephone call or visitor, all pertinent data such as who, what, when where and why, with no more than one deviation per month, as observed by the supervisor
  • 1.4. Supports and enhances positive customer relations by maintaining a good professional image and proper uniform appearance at all times, assisting and supporting all employees and visitors, as necessary, to promote feelings of safety and security in the work environment, without deviation.
  • 1.5. Keeps all radio communications brief and concise and employs the use of departmental radio codes 90% of the time, as observed by the supervisor. Detailed communications are to be conducted via telephone whenever possible.
  • 1.6. Answers 119 emergency phones within one ring and dispatches officer(s)/resources using best judgment as required without deviation.
  • 2. Prepares and documents, using a computer system, typewriter or handwritten, the related work activities of the Protective Services Department main communications desk to ensure appropriate record of activities for current and following shift(s).
  • 2.1. Compiles the daily statistics and activities for distribution, such as, but not limited to (i.e., brief description of criminal activity, employee/money escorts, calls for assistance, hazardous situations.
  • 3. Monitors the various access control points into the Main Hospital complex, which are but not limited to card key activation, close circuit televisions, remotely controlled and by issuing access control.
  • 3.1. As observed by the supervisor, 80% of the time, monitors a bank of cameras and monitors. The cameras provide continuous surveillance in either a fixed stationary mode or have the capability to pan, tilt, zoom and record activity for future documentation. The cameras are located at major Hospital access points and select high profile areas on occasions, temporary cameras are installed to aid in special events or investigation.
  • 3.2. Monitors and acknowledges alarms that are generated from Security and Fire computer systems(s) and printer(s) (For all YNHH Properties on and Off Campus) and takes appropriate action to identify the type of alarm, the location, and selection of proper response to rectify the problem, reset the alarm and document the incident, without deviation, as observed by the supervisor. Checks video to aid in future investigation.
  • 3.3. Identifies and verifies destination of anyone attempting to enter the premises without proper identification care, with no more than 10% deviation, as observed by the supervisor.
  • 3.4. Notifies the supervisor of any door, camera monitor or alarm malfunction that is observed to ensure it is repaired, without deviation.
  • 4. Logs on to security systems and inputs necessary data for proper statistical analysis.
  • 4.1. Logs on to Software House C*Cure9000 system and all other relevant security systems requiring unique operator identification at the beginning of each shift without deviation, as observed by Access Control Systems Administrator.
  • 4.2. Logs on to YNHH Network and retrieves e-mail from Security Department or from Hospital-wide communication.
  • 4.3. Logs on to HUGS Infant Protection System Daily and monitors system for Infant tag alarms. Notifies nursing and Protective Services Staff of any anomaly's, portal, or HUGS tag alarms. Assist in HUGS investigations or video review when required.
  • 5. Demonstrates general capabilities of a Dispatcher/Desk Officer, which contribute to the efficient and effective operation of the Department. Uses best judgment, and is cognizant of ever changing departmental and institutional situations.
  • 5.1. Demonstrates knowledge fire (order Number One), medical emergency (Code #), internal/external (Plan D) and Disaster Plan procedures, and infant protection program as observed by the supervisor.
  • 5.2. Demonstrates knowledge and proficient and reliable handling of Property Control, Key Control Systems and repository policies, without variation, as observed by the supervisor.
  • 5.3. On a daily basis, maintains inventory of Hospital equipment and forms, as observed by the supervisor.
  • 5.4. Maintains neatness/cleanliness of control room, keeping no food or drink in room to protect sensitive equipment, without deviation.
  • 5.5. Maintains integrity of control room by keeping distractions to a minimum i.e. unauthorized activities, excessive noise, and or people.

    Other information:

    EDUCATION:

    Requires high school diploma or equivalent. Expected to successfully complete a dispatcher certification-training course (State Certification). In service training will be on-going. Security background check required. Must be certified by the Statewide Emergency Telecommunications (OSET) training course offered by the State of Connecticut Department of Public Safety... This training is sponsored by YNHH Protective Services

    EXPERIENCE:

    Minimum of one year of Quality experience in a Security, Police, Fire, EMS, DMV-type Officer / Peace Officer OR Dispatch position for same which includes clerical duties, heavy telephone / radio usage, with rapid and accurate decision making. Minimum one year experience with computers, with basic computer skills. Most Security Systems are proprietary so experience on any system is a plus, however, Protective Services will train incumbent on our systems as needed.

    SPECIAL_SKILLS:

    Ability to maintain current and accurate records. Have good diplomatic communication skills. Must be capable of monitoring security, fire alarms, and cameras. Be knowledgeable in the use of Analog or Digital radio systems to dispatch personnel as needed. Must be computer literate or able to undergo appropriate training, to ensure a safe and secure working environment. Must complete in house training to obtain a good working knowledge of the Software House CCure9000 Access control system. Must be proficient in decision making with the ability listen to complaints and or request for service under duress and dispatch resources accordingly. Must obtain an intimate familiarity with day-to-day Hospital operations critical to the success of Yale New Haven Hospital Protective Services Department. Must be able to sit for long periods of time.
    ACCOUNTABILITY:

    Incumbent held accountable for accuracy and timeliness of own work. Monitors security and fire alarm systems, cameras and receives telephone calls and dispatches appropriate security personnel. Must have excellent communication skills, polite and courteous at all times, with a professional appearance. Processes various documents in accordance with established policies and procedures and documenting daily activities.
    COMPLEXITY:

    Position requires independent work within established guidelines. Incumbent must handle problems, including emergencies, regularly, and routine to appropriate individuals for resolution.Must have the ability to multitask under duress on a priority basis.
    PHYSICAL_DEMAND:

    Two positions available.

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    Job Info

    Job: 4970

    Department: Security
    Category: Protective Svcs
    Status: Full Time
    Shift: EVENINGS/NIGHT
    Hours: 40.00