PUBLIC SAFETY - DISPATCHER I

Public Safety Operation Center Dispatcher

Positions Location: Lansing, MI

Job Description

To provide a safe, secure and orderly environment so that quality, compassionate, accessible healthcare services can be provided without undue fear for personal safety and the safety of property. Public Safety Operation Center Dispatcher receives request for Security, Police Authority, security entrance services, Parking, and other types of assistance from the hospital, public, and Sparrow affiliates. The Dispatcher monitors cameras, alarm systems, calls for service and dispatches as appropriate. Dispatchers are a vital link between the hospital and external first responders.

Essential Duties

• Maintain a safe and secure environment for, and provide assistance to, Caregivers, Patients, physicians, volunteers and visitors of Sparrow Health System.
• Receiving and analyse all hospital emergency calls as well as non-emergent calls for sparrow hospital.
• Utilize and demonstrate competency in the use of various security technologies and software applications, CCTV, IP cameras, Alarm Systems, Access Control Systems, ID Badging, Intercom Systems, Radios, Paging Systems - overhead included, code pages and fire and medical gas monitoring.
• Maintain current knowledge of all Sparrow properties and related security technologies to ensure proper response to dispatch calls for service.
• Dispatch, coordinate, direct and ensure an efficient Caregiver response to fire alarms, code pinks, and chemical spills/leaks, etc.
• Dispatches Officers to disasters by directing officers to help set up Incident Command Center, implementing appropriate facility lockdown and access control and procedures, ensures officers are managing pedestrian and vehicular traffic and, as necessary, ensures decontamination procedures (staging and property collection) has been started by officers and the Emergency Response Team.
• Control/monitor access to Sparrow properties/units in accordance with current policies and procedures. Includes programming access to specific group(s), locking and unlocking buildings/offices remotely, screening of visitors after hours via intercom systems, and monitoring access and alarm systems of off-site properties.
• Document hospital activity and calls of service in the dispatch software. Assign Reports of Investigation for Officers. Track the use of patient restraint devices, forensic patients, etc.
• Provide Visitors with information and direct them appropriately to departments, rooms and functions within the Sparrow Health System. Initiate problem solving when information is lacking (i.e. no doctors name, no paperwork, wrong building, and wrong hospital.)
• Identify the need for and utilize resources skilfully that serve those with language, visual or hearing challenges.
• Use LEIN to run hot files on names, license plates, CPL's, Officer Safety Caution, OMNI, SOS, PPO's, and Firearms for Officer interactions and investigations.
• Serves as a role model for consistent demonstration of Sparrow Health System's ICARE values, and respecting the Privacy and Confidentiality of those we serve.
• Responsible for sending mass communication when needed to inform critical information to caregivers.

Required Responsibilities of the Caregiver

• Demonstrates knowledge and maintains and respects patient right to privacy by following the HIPAA Privacy and Security policies and procedures.
• Adheres to ICARE values and standards of behavior (Innovation, Compassion, Accountability, Respect, Excellence).
• Role model behaviors that value the diversity of our caregivers, patients and customers and supports creating an environment that is inclusive, welcoming and respectful.
• Communicates with patients, families and customers using AIDET (Acknowledge, Introduce, Duration, Explanation, Thank).
• Works in a safe manner and promptly reports any hazards identified in the work environment or related to assigned responsibilities.

Job Requirements

General Requirements:

• License / Certification: • Valid issued Government ID for the State of Michigan • Certification in verbal de-escalation Non-Violent Crisis Intervention within 6 months of hire. • Certification in Basic 911 telecommunications training within 6 months of hire or at first offering. • Certificate in FEMA IS 100.c, IS – 200.c, IS – 700.b, IS 800.c. within 6 months of hire. • Must complete Basic LEIN certification within 6 months of hire. • Must complete Security Awareness Training 1, 2, 3a, 3b within 30 days of hire. NOTE: Any applicant who has been convicted of a felony or is under indictment of a felony charge will be disqualified.

Work Experience:

• • None

Education:

• • High School Diploma/GED • Associate Degree in a Social Science program, Law, Emergency Management, Business, Public/Police/Security or Safety Administration and three years' experience in healthcare security. Preferred. • Healthcare operator, Security Dispatch or EMS dispatch experience. Preferred. • De-escalation Training. Preferred.

Specialized Knowledge and Skills:

• • 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. • Is able to perform in a work environment with high pressure, stressful situations and ever changing circumstances. • Is able to demonstrate skills in unarmed self-defense, as well as verbal de-escalation and perform crisis prevention/intervention. • Is able to read situations and 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. • Exposure to blood and body fluids; Category 2 risk exposure for blood-borne pathogens. • Exposure to various chemicals/hazardous substances when responding to spill incidents. • Requires lifting of up to 70 + pounds, bending and running. • Frequent use of and exposure to latex and latex environment. • Contact with violent/combative persons.