Public Safety (Security) Telecommunications

It's More Than a Job, It's a Calling!

Position: Public Safety (Security) Telecommunications

Location: Carolinas Medical Center Command Center; Charlotte, NC.

Full Time; 3rd shift

~12-hour shift; 7pm-7am

~Weekends/holidays as needed

Major Responsibilities:

• Maintains a common operating picture across Advocate Health facilities by monitoring and managing security, life safety, and communication systems, including CCTV, access control, visitor management, infant protection, intrusion detection, fire alarm, radio, computer-aided dispatch, and other enterprise security technologies. 
• Receives, evaluates, prioritizes, and documents emergency and non-emergency calls, alarms, incidents, and service requests from team members, patients, visitors, Public Safety personnel, law enforcement, and external partners. 
• Dispatches Public Safety personnel and other appropriate resources using established protocols and computer-aided dispatch systems to support timely and effective incident response. 
• Communicates critical information and incident updates to Public Safety personnel, leadership, emergency responders, and other stakeholders during routine operations, urgent situations, and critical incidents.
• Maintains accurate records, incident documentation, communication logs, and operational databases to support situational awareness, investigations, regulatory requirements, and organizational reporting. 
• Adheres to Advocate Health and Public Safety Communications Center policies, procedures, and operational protocols while participating in ongoing training and professional development activities. 

Licensure, Registration, and/or Certification Required:

• Association of Public-Safety Communications Officials (APCO) Public Safety Telecommunicator I (PST1) certification must be obtained on a one-time basis within one year of appointment to this role. Recertification is not required. 

Education Required:

• ​​ High school diploma or equivalent required.  

Experience Required:

• One (1) year of experience in a security operations center, communications center, alarm monitoring center, dispatch center, public safety agency, healthcare security environment, or related field required.  
• Experience responding to and coordinating responses for burglar alarms, fire alarms, security incidents, emergency calls, or similar events preferred. 

Knowledge, Skills & Abilities Required:

• Qualified applicants must successfully complete a skills-based assessment as part of the selection process. Effective September 1, 2026, incumbent team members in this role are also required to successfully complete and maintain competency through the department's skills-based assessment program. Team members who have not previously completed the assessment must successfully pass the assessment within twelve (12) months of the effective date, hire, promotion, or transfer into the position. 
• Knowledge of security monitoring, dispatch operations, emergency communications, and incident response practices.  
• Strong computer proficiency, including the ability to operate multiple systems simultaneously and type 35-40 words per minute.  
• Excellent communication, critical thinking, and customer service skills, with the ability to prioritize competing demands and maintain attention to detail in a fast-paced environment.  
• Ability to remain composed, exercise sound judgment, and communicate effectively during routine, urgent, and emergency situations. 

Physical Requirements and Working Conditions:

• The Public Safety Communications Center provides security monitoring, communications, and dispatch services for Advocate Health on a 24-hour, 7-day-a-week, 365-day-a-year basis. Public Safety Telecommunicators must be available to work schedules necessary to support continuous operations. 
• Work schedules may include days, evenings, nights, weekends, holidays, and scheduled on-call coverage based on operational needs.  
• Work is performed onsite in a secure, controlled, highly structured, and closely supervised communications center environment.  
• Requires prolonged periods of sitting at a workstation while operating computers, telephones, radios, computer-aided dispatch systems, and other communications equipment.  
• Requires continuous use of a communications headset to receive and transmit information via telephone and radio systems.  
• Requires continuous visual attention to computer screens, security systems, alarms, and related monitoring technologies, with vision correctable to normal levels.  
• Requires continuous hearing, speech, and manual dexterity to effectively communicate with team members, Public Safety personnel, emergency responders, and others, with hearing correctable to normal levels.  
• Requires the ability to remain focused, exercise sound judgment, manage competing priorities, and perform effectively in a fast-paced environment during routine operations, urgent situations, and critical incidents. 

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.