Security Operations Dispatch Lead

Security Operation Dispatch Lead

Location: AdventHealth Celebration- 400 CELEBRATION PLACE, Celebration, 34747

All the benefits and perks you need for you and your family:

• Benefits from Day One
• Paid Days Off from Day One
• Student Loan Repayment Program
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift : Night 6pm-6am

The Community You’ll be Caring For: AdventHealth Celebration

• Established in 1997 and now a 203-bed hospital
• AdventHealth Celebration Health was designed as a Mediterranean resort-style facility to serve as a cornerstone of health in Disney’s planned community of Celebration, Florida
• The hospital consistently delivers a state-of-the-art healing environment to residents of Osceola, Orange, Polk and Lake Counties, as well as to visitors from across the United States and the world. All within a 'living laboratory' of groundbreaking, research-driven clinical solutions that integrate mind, body and spirit in the defeat of illness and disease

The role you’ll contribute:

The Security Operations Center (SOC) Lead Dispatcher will work closely with the SOC Supervisor to monitor and manage ongoing SOC processes, programs, and functions across AdventHealth Central Florida Division (CFD). The SOC Lead Dispatcher will assist team members with day-to-day operations and ensure ongoing emergency and routine incidents or situations are appropriately communicated and/or elevated to the appropriate level as each case requires. In addition, the SOC Lead Dispatcher works under the direction of the SOC Supervisor as a SOC Dispatcher to coordinate the Security Dispatcher, Maintenance, BioMed, Transport, Interpreter Services, AeroScout Alarms, Security Dispatch, Panic Alarms, Door Alarms, Fire Alarms, Incident Notification, Decedent Care process, HUGS Alarms operators and daily operational activities of the SOC. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

The value you’ll bring to the team:

• Maintains effective and efficient operation of the Security Operations Center by monitoring operators work performance, ensuring that routine and emergent calls are answered promptly, prioritized, and dispatched accordingly

• Keeps the SOC Supervisor apprised of any significant incidents or matters involving the SOC and personnel

• Conducts on-the-job training and documents daily progress for newly hired team members in accordance with the SOC Training Program

•Serves as point of contact in the absence of SOC Supervisor and escalates incidents as required •Communicates and documents Security Officer activities for routine patrols, posting, and assignment of calls for service.

• Answers emergency and non-emergency telephone for the Security Operations Center.

• Performs facility electronic lockdown as directed by department policy.

•Monitors fire safety systems and dispatches appropriate resources when fire alarms are activated. •Monitors and dispatches response to infant abduction alarms, medical gas alarms, and access control alarms.

• Delivers customer service that is knowledgeable, empathetic, patient, prompt, and courteous by positively engaging with each customer and establishing a high degree of satisfaction

• Documents calls for service utilizing a Computer Aided Dispatch (CAD) software.

• Utilizes Closed Circuit TV (CCTV) systems to monitor cameras that monitor in progress situations and relay observed information to field responders per department procedures.

• Maintains logs of all deceased patients within the AdventHealth System and receives information via telephone from the legally authorized person regarding arrangements for the release of deceased patients from AdventHealth.

• Utilizes phone and mass notification systems to notify Hospital stakeholders and leadership of significant events

•Responds to incoming phone calls, alerts, and emails pertaining to patient / equipment transports, interrupter services, Aeroscout (RTLS), facility work orders, and patient portal incidents & requests •Navigates through multiple computerized ticketing systems / applications to document and input incoming customer requests for service

• Provides clear, detailed, and concise documentation (including customer communication, troubleshooting & resolution steps) in the various computerized ticketing systems to ensure high accuracy and quality of work

• Contributes to the overall success of the team by achieving quality assurance and productivity goals

Qualifications

The expertise and experiences you’ll need to succeed :

KNOWLEDGE AND EXPERIENCE STRONGLY PREFERRED:

• Good verbal and written communication skills and working knowledge of English grammar and spelling

• Ability to supervise personnel and complete tasks and projects including organization, scheduling, and prioritizing work assignments

• Good technical computer knowledge and skills including, but not limited to, Windows, Word, Excel, Outlook, PowerPoint, Computer Aided Dispatch (CAD) software, CCTV, access control, alarm monitoring, etc. with ability to perform basic preventive maintenance and troubleshooting problems

• Ability to maintain good interpersonal relationships with professional attitude and verbally communicate and present effectively in a group setting among employees, visitors, and patients

• Personal qualities which set examples to others on maintaining good interpersonal relationships and professional attitude and conduct

• Ability to work effectively and make sound decisions in a fast-paced environment that includes frequent interruptions, changes in priorities, and under stress

• High security awareness while maintaining confidentiality in all matters pertaining to patients, visitors, and employees

• Communications skills must focus on customer service by maintaining proper telephone and radio etiquette

• Minimum of one year of full-time experience in public safety communications or security communications

KNOWLEDGE AND EXPERIENCE PREFERRED:

• Two years healthcare security, emergency management, military, fire/rescue, EMS, or law enforcement experience with heavy customer contact.

• Knowledge and experience in Hospital Incident Command System (HICS) EDUCATION AND

EXPERIENCE REQUIRED:

• High School Grad or Equiv and 1 years experience

EDUCATION AND EXPERIENCE:

• Associate degree in Criminal Justice, Business Administration, Information Management, or equivalent program

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:

LICENSURE, CERTIFICATION OR REGISTRATION:

• N/A

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Security

Organization: AdventHealth Orlando

Schedule: Full-time

Shift: 3 - Night

Req ID: 24043117

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.