Emergency Security Dispatcher

3 weeks ago


Grand Rapids, Michigan, United States Corewell Health Full time
Job Summary

As a key member of the Corewell Health team, the Emergency Security Dispatcher plays a vital role in ensuring the safety and security of our patients, visitors, and staff. This position requires exceptional customer service skills, the ability to multitask in a fast-paced environment, and a strong attention to detail.

Key Responsibilities
  • Monitor and respond to emergency alarm systems, including HUGS, Panic Alarms, FireWorks, and Responder 5 Code Boxes.
  • Triage emergent and non-emergent security requests and arrange the appropriate resources using phone and 800 MHz radio systems.
  • Maintain detailed records of calls for service and officer duties in our CAD system.
  • Act as the primary point of contact for Security Services, Plant Operations, and Environmental Services, responding to all requests for service and dispatching necessary resources.
  • Operate a virtual switchboard, routing callers, referencing on-call contact information, and utilizing the overhead paging system.
  • Monitor and respond to internal emergency systems, including fire alarms, child abduction, panic alarms, code alerts, medical gas, building automation, electrical, tube, maintenance management, fume abatement, elevator status, and access control.
  • Monitor radio, weather alert, telephone, television, and closed-circuit surveillance systems to ensure accurate information regarding local and regional events is obtained and communicated to the appropriate personnel.
  • Answer emergency calls, remaining composed in high-stress situations to obtain complete and accurate information, and triage and disseminate calls in a timely and appropriate manner.
  • Utilize the Computer Aided Dispatch (CAD), Records Management System (RMS), and Law Enforcement Information Network (LEIN) systems to record incidents, acquire information, and assist and direct officer response.
  • Monitor, track, and coordinate officer activity and shuttle services and escorts, utilizing multi-frequency radio consoles to dispatch employees to calls pertaining to alarms, disorderly patients, auto assistance, lost property, escorts, emergencies, and all other calls for assistance and transportation needs.
  • Manage calls for service-related facility repairs and issues and assign work orders.
  • Document and maintain confidential records for all telephone and radio communications with patients, visitors, and employees.
  • Monitor metrics and reports for quality, efficiency, and cost effectiveness, including CC6 reporting, Officer Response Metrics, and CAD-generated reports.
  • Monitor services to ensure compliance with organizational policy as well as state and Federal regulations, including FCC, LEIN, MCOLES, and State Fire Marshal standards, and notify supervisor as appropriate.
  • Assist with the coordination and observation of routine testing and shutdown of alarm and utility systems in compliance with OSHA and The Joint Commission.
About Corewell Health

At Corewell Health, we are committed to providing a safe and supportive environment for our team members, patients, visitors, and community. We require a drug-free workplace and expect team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category.

We are an equal opportunity employer and grant equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

We are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those who share in our commitment to join our team.



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