The Dispatcher will staff and operate all telephone and radio communications systems, alarm monitoring building systems, access control and CCTV systems within the Boston Medical Center Security Command and Control Center (SCCC). The SCCC is staffed 24 hours a day, 7 days a week. The Dispatcher will provide the highest degree of customer service to all calls for service from the community and handle all emergency calls with professional competence and control ensuring appropriate information is obtained to assess the appropriate level of response and resources.
ESSENTIAL RESPONSIBILITIES / DUTIES:
- Be thoroughly familiar with the department’s procedures relating to the use of the Department telephone, radio, and other communication equipment.
- Triage all incoming telephone calls on the Public Safety Department Communications telephone lines promptly and appropriately and assist all callers in a calm, civil, and professional manner. When multiple telephone calls are received, service them using a priority system based on the nature and severity of the requested service.
- Obtain all necessary information from telephone callers, including name, call back telephone numbers whenever possible, location and nature of the request or emergency. If necessary and possible, keep callers on the line when their continued assistance would be beneficial to personnel responding to an incident or call for service
- Ability to assess situations and activate emergency procedures that relate to matters requiring immediate or urgent public safety, medical or law enforcement intervention.
- Utilizing existing Department Radio equipment and technology to dispatch Department personnel to calls for service, as needed. Conduct radio transmissions according to the rules of the Federal Communications Commission and the established procedures of the Department. Dispatch all necessary personnel and equipment according to the nature and severity of the calls for service
- Evaluate medical emergency situations and provide necessary assistance within the scope of training and proper procedures.
- Acquire a thorough knowledge familiarity with all Boston Medical Center buildings, addresses, facilities, layout of streets surrounding the campus and any other significant areas of the community so as to maximize the accuracy, safety and speed of dispatch.
- Maintain constant and diligent monitoring of the communications and CAD system, and immediately respond to all requests for assistance or service from field units. Maintaining accurate CAD information, assigning reports to public safety personnel and available resources.
- Become and remain familiar with the procedures for computer operation, data entry, data retrieval, and data modification capabilities for the in-house, CJIS and LEAPS computer systems.
- Respond to requests for information concerning warrants, missing persons, stolen motor vehicles, motor vehicle listing, stolen property, domestic 209A orders, and other information which can be obtained from the in-house, CJIS and LEAPS computer system.
- Disseminate law enforcement information concerning wanted persons, stolen vehicles, missing persons, and other law enforcement information as may be received by the LEAPS computer system, telephone, radio, or other means.
- Ensure personnel who have been dispatched to calls are fully informed of all facts affecting their safety and efficiency of their response to the call.
- Follow appropriate notification procedures for all serious and/or any unusual occurrences that may develop concerning public safety incidents, or calls for service.
- Responsible for alarm monitoring, audio recording of Security Command and Control Center telephone and radio system and ability to operate and playback for call review and quality assurance.
- Maintain equipment, especially the emergency call lines, in working order and immediately report any malfunction or defect to the appropriate authority.
- Perform other duties as may be assigned or required.
Skills and Ability
- Must be proficient at multi-tasking and prioritizing multiple calls for service requests and emergencies, while organizing appropriate resources needed, both internal and external.
- Ability to learn and operate, with proficiency, all Department technology, equipment and software used in the Department’s Security Command and Control Center. Including but not limited to: Computer Aided Dispatch (CAD) and Report Management System (RMS), Multi-line telephone, computer based and portable radio equipment, Access control and alarm monitoring software, CCTV equipment and Law enforcement based systems and software.
- Will be required to successfully complete associated training and certification training for emergency telecommunications skill set.
- An ability to speak clearly and concisely and to provide detailed information/instructions to personnel/citizens under stressful circumstances.
- Possess emotional capacity to work in a stressful, highly responsible environment.
- An ability to develop, within a reasonable period of time, appropriate skill and speed in the operations all job related equipment, technology and processes and to be able to demonstrate proficiencies in all areas.
- The abilities to:
- Project confidence and remain in control, even in stressful conditions
- Sit for extended periods of time
- Must be proficient in:
- Read, write, spell and speak the English language
- Clear and concise verbal communications in person, on telephone and over the radio
Must be capable of working various shifts (day, evening and overnight) as well as weekends and holidays. Willing to work overtime hours when necessary to meet operational needs.
Must adhere to all of BMC’s RESPECT behavioral standards.
High School diploma or an equivalency certificate issued by the Massachusetts Department of Education.
Preferred – Associates Degree or higher
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
Emergency telecommunication training and experience is preferred