Service Order Dispatcher - (NIH)

Description

Job Summary:

The Service Order Dispatcher performs clerical, communications, and operational support duties for the Teya EVS department at the NIH Clinical Center (Building 10), Bethesda, MD. This position serves as the central communications hub for all incoming service calls, cleaning requests, and complaint escalations, ensuring that EVS supervisors, rovers, and housekeeping staff are dispatched promptly and that all service activity is accurately documented. The Dispatcher maintains the EVS service call log, communicates with NIH clinical and administrative staff, and keeps EVS management informed of real-time operational issues. All duties are performed with the professionalism, confidentiality, and responsiveness required in a federally regulated research hospital environment operating 24 hours a day, 7 days a week.

Salary: Per applicable SCA Wage Determination / Teya Compensation Structure

Benefits: Teya and its Subsidiaries offer highly competitive benefits, including Federal Employee Health Benefits (FEHB) medical insurance, PTO, dental, vision, and a matching 401(k) retirement plan, as well as clear internal career progression and employee development pathways.

Duties and Responsibilities:

The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned.

Service Call Dispatch and Communications

• Answers all incoming telephone calls to the EVS dispatch station promptly and professionally; takes accurate messages, directs calls to appropriate supervisory or EVS personnel, and relays service requests to the correct responder without delay.

• Dispatches EVS rovers, Group Leaders, or supervisors to respond to service complaints, urgent cleaning requests, emergency spill calls, and patient room turnover requests received from NIH clinical units, nursing staff, facility management, and administrative personnel; prioritizes dispatches based on urgency, area classification, and available staffing.

• Communicates clearly and professionally with NIH staff, patients, and visitors regarding service request status, estimated response times, and escalation of unresolved issues; maintains a calm, courteous, and solution-oriented demeanor during all interactions.

• Keeps EVS management informed of all incoming complaints, unresolved service calls, recurring issues in specific areas, and any situations requiring supervisory intervention; escalates urgent patient care area or infection control-related requests immediately.

Service Log and Recordkeeping

• Maintains a complete and accurate daily log of all incoming service calls, dispatches, responding staff, and outcomes; records call time, nature of request, area/room number, staff assigned, time of response, and resolution status for each entry.

• Compiles daily and periodic dispatch summary reports for EVS management review; tracks recurring service call patterns and areas with high complaint frequency to support staffing and scheduling adjustments.

• Files and organizes completed service logs, incident reports, and dispatch records in accordance with Teya departmental recordkeeping procedures and NIH contract documentation requirements; retains records for the period required by contract.

• Performs basic word processing and data entry tasks including preparation of routine correspondence, scheduling documents, and shift communications as directed by EVS supervisory staff.

Operational and Administrative Support

• Monitors EVS radio and paging systems during assigned shift; maintains communication with supervisors and Group Leaders in the field to track real-time staff deployment and coverage status across assigned NIH buildings.

• Assists EVS supervisors with shift change communications, staffing updates, and special project coordination; relays schedule changes, area reassignments, and priority requests to field staff accurately and in a timely manner.

• Supports EVS management with clerical tasks including filing, copying, sorting, and organizing departmental records; assists with preparation of meeting materials, sign-in sheets, and routine administrative documents as assigned.

Customer Service and Professional Conduct

• Must conduct all company business with confidentiality, privacy, dignity, professionalism, courtesy, compassion, politeness, and respect toward NIH patients, research participants, visitors, staff, and co-workers at all times.

• Demonstrates effective time management and the ability to prioritize multiple simultaneous service calls and communications without sacrificing accuracy or professionalism; remains flexible and composed during high-volume or high-urgency operational periods.

General Requirements:

• Must have knowledge of all EVS department policies, procedures, and NIH facility-specific dispatch and communication protocols; must wear uniform and comply with NIH access control and Teya departmental work rules at all times.

• Must be willing and able to support emergency response communications at the NIH Clinical Center, including infectious disease events, mass casualty incidents, and disaster preparedness activations; will receive all required training prior to deployment.

• Must be available to cover all shifts in support of 24-hour, 7-day-per-week NIH operations, including evenings, nights, weekends, and federal holidays.

HIPAA and Safety:

Must perform all duties in a manner that assures the confidentiality, privacy, dignity, and safety of NIH patients, research participants, visitors, and staff at all times, in strict compliance with HIPAA regulations and NIH privacy policies. The Dispatcher routinely receives information regarding patient room locations, clinical area activity, and staff assignments; all such information must be handled with strict discretion and never disclosed to unauthorized parties. Must comply with all NIH campus security requirements, complete a federal background investigation, and complete pre-employment drug screening prior to start date.

Physical Demands and Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employee must maintain a constant state of mental alertness at all times. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Capabilities:

Physical Demands:

Capable of basic physical needs: standing, walking, bending, stooping, reaching, kneeling, pushing, pulling, and sitting.

Extended use of hands and fingers for keyboard, telephone, and radio equipment operation.

Routine public and staff contact in an office and communications setting.

Sitting / Desk Work 65%

Walking / Standing 15%

Reaching / Extending 10%

Bending / Stooping 5%

Other / Miscellaneous 5%

Required Qualifications and Experience:

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum one (1) year of experience in a dispatch, call center, receptionist, or administrative support role; experience in a healthcare, federal facility, or institutional environment preferred.

• Demonstrated ability to manage multiple simultaneous phone lines, radio communications, and service requests calmly and accurately; strong prioritization skills in a fast-paced operational environment.

• Basic proficiency in Microsoft Office (Word, Excel, Outlook) and familiarity with telephone and radio dispatch systems; ability to learn NIH and Teya-specific service call logging and communication systems.

• Adequate written and oral English language skills sufficient to take accurate messages, document service call details, and communicate clearly and professionally with NIH clinical staff, patients, visitors, and EVS personnel.

• Must be people-oriented, flexible, and able to maintain professionalism and composure during high-volume or emergency operational periods; knowledge of office management systems and procedures required.

• Must be available for all shifts in a 24-hour, 7-day-per-week NIH operational environment including evenings, nights, weekends, and federal holidays; must complete federal background investigation and pre-employment drug screening prior to start date.

Additional Position Duties:

This position description is intended to describe the general content and requirements for performance of this job. It is not intended to be an exhaustive list of all job duties, responsibilities, and requirements. Other duties may be assigned, and the company reserves the right to modify, interpret, and apply the job description as necessary. This position description is not a contract for employment and employment is "at-will" unless otherwise stated in a Union contract, employment agreement, or where prohibited by local, state, or federal regulations.


EEO Statement:

It is the company's policy to select, place, train and promote the most qualified individuals based upon relevant factors such as work quality, attitude, and experience, to provide Equal Employment Opportunity for all employees in compliance with applicable local, state and federal laws and without regard to non-work-related factors such as race, color, religion/creed, sex, national origin, age, disability, marital status, veteran status, pregnancy, sexual orientation, gender identity, or other protected status. When applicable, the company's policy of non-discrimination applies to all terms and conditions of employment, including but not limited to, recruiting, hiring, training, transfer, promotion, placement, layoff, compensation, termination, reduction in force, and benefits. It is the company's business philosophy and practice to provide reasonable accommodation, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.