Dispatcher 1- Service Request Center

University of Michigan Health-West • Grand Rapids, MI • 1h ago

University of Michigan Health-West (Formally Metro Health) is looking for Dispatcher 1- Service Request Center

The dispatcher is an essential and crucial part of the UMHW security team to ensure quality, compassionate, accessible healthcare services can be provided without undue fear for personal safety and the protection of property. The Dispatcher works in partnership with UMHW security officers, clinical staff, non-clinical staff, visitors and patients, and local law enforcement departments to coordinate the deployment of services during any crisis or routine assignments.

The dispatcher serves as the UMHW Primary Answering Point, providing assistance to callers, security officer response to a multitude of situations, access control, parking, and other @types of assistance from the hospital, the public and UMHW affiliates.

Knowledge, Skills and Experience (If something is not required but is preferred, enter preferred at the end of sentence).

Education:

Associate's degree in a Social Science program, Law, Emergency Management, Business, Public/Police/Security or Safety Administration or related program OR High School Diploma/GED and two years previous experience in a similar work environment, size, and complexity (Healthcare Security Experience or dispatch).

License / Certification / Registration:

Certification in verbal de-escalation Non-Violent Crisis Intervention within 6 months of hire or at first offering.

Certification in Basic 911 telecommunications training within 6 months of hire or at first offering.

Certification in FEMA ICS online program as assigned by the Security Director.

Experience:

See education

Skills & Abilities:

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.

Perform in a work environment with high pressure, stressful situations and ever-changing circumstances.

Demonstrate skills in verbal de-escalation and perform crisis prevention/intervention.

Ability to 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.

Must be able to complete training and demonstrate proficiency regularly as required by the department.

Demonstrates the ability to work enthusiastically in a fast-paced stress filled working environment.

Has the ability to critically think and know when to partner with local police and fire for emergency assistance.

Has the ability to provide great customer service under any circumstance

Excellent written, verbal and interpersonal communication skills.

Demonstrates professionalism and a positive attitude.

Trustworthy -- Ability to maintain the strictest levels of confidentiality.

Essential Duties:

This job description is intended to cover the minimum essential duties assigned on a regular basis. Team members may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.

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