Security Operations Center Dispatcher

ESSENTIAL DUTIES AND RESPONSIBILITIES

• They must be a strong multi-tasker with problem solving capabilities; an analytical person that possesses critical thinking skills and is detail oriented.

• The Dispatcher will effectively prioritize responses to a wide variety of routine, and emergency calls requiring various problem-solving techniques, judgment, and verbal de-escalation.

• Monitors alarms; burglary, fire, duress and card access system.

• Monitor security systems and utilize computer systems to track and document security-related incidents

• Remain calm in stressful situations and utilize knowledge of basic security concepts to make sound decisions

• They will be responsible for managing incoming telephone and radio calls, providing critical information to various stakeholders, and supporting security operations through monitoring video surveillance systems for Mercyhealth.

• They will be required to orient and train new personnel as needed.

• Will be responsible for gaining a basic knowledge of the layout of Mercyhealth hospitals and the location of Mercyhealth clinics.

CULTURE OF EXCELLENCE BEHAVIOR EXPECTATIONS

To perform the job successfully, an individual should demonstrate the following behavior expectations:

Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.

Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.

Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.

Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

EDUCATION & EXPERIENCE

High School diploma or equivalent preferred

One year of dispatching experience preferred.

Basic computer skills required (e.g. Word/Outlook/Excel).

A working knowledge of computer systems is essential.

A basic understanding of healthcare security concepts is necessary.

Passing the Driver's License Check and/or Credit Check (for those positions requiring).

Passing the WI Caregiver Background Check and/or IL Health Care Workers Background Check.

Must be able to follow written/oral instructions.

Must have reliable transportation.

OTHER SKILLS AND ABILITIES

Excellent communication and organization skills

Proficient in computer security systems.

Ability to work with minimal supervision.