Security Dispatch Supervisor - Security (Days)

Statement Of Employment Philosophy

Being a part of Tanner Health System is more than a job, it is a promise we make to treat every patient with exceptional service every time they walk through our doors. Service excellence is the foundation of our organizational culture and the expectations we all set for each other, our patients, physicians and our community. All employees agree to abide by a set of service standards. These standards are the promise we make to provide the best care possible, and represent our beliefs, values and who we strive to become. We each commit to making Tanner Health System a great place for our employees to work, for patients to receive care and for physicians to practice medicine.

Functions

Area of Responsibilities

* Operate a multi-line telephone system, alerting system, and a radio base station.

* Supervise, assign, review and participate in the work of THS Security Dispatchers. Perform scheduling duties to ensure 24 7 coverage in the Security Dispatch Center.

* Monitor phone and radio traffic to ensure procedural compliance. Prepare copies of recordings as directed.

* Review case report Daily Event Log information entered into the Omnigo software. Troubleshoot issues and facilitate repair resolution with the Information Technology (IT) Analyst and software vendor.

* Conduct feedback and coaching sessions with Dispatchers at regular intervals.

* Compile and review statistical data outlining department performance and make recommendations for improving performance. Prepare and complete analytical and statistical reports and memos as required.

* Instruct new and existing employees regarding dispatch policies and procedures.

* Ask questions to interpret, analyze and anticipate a caller's situation as to resolve problems, provide information, dispatch Security Officers, or refer callers to other areas departments as appropriate.

* Determine and assign the level of priority of a call and enter the data into a computer-aided dispatch system (Omnigo Dispatch Module) for radio dispatch purposes.

* Dispatch and help coordinate the responses of Security Officers under the direction of the On Duty Security Sergeant or OIC.

* Maintain awareness of the availability of personnel at each campus and redirect, reassign, and or recall personnel as required to meet call volumes and other department needs.

* Receive and respond to or refer a variety of emergency and non-emergency services and complaints.

* Enter and modify bed status and other resource information on emergency response platforms (e.g., GHA 911, WebEOC, RCC).

* Monitor and respond to a variety of technical systems and alarms.

* Prioritize radio traffic, instituting radio silence when one of the facilities is responding to a high-risk emergency situation.

* Monitor cameras, reporting any unusual activity to the Shift Sergeant or OIC and completing follow up documentation as required (e.g., statements to accompany case reports).

* Provide support for the Security Officers by monitoring of activities via radio and tracking their locations and duties.

* Maintain accurate dispatch records, departmental logs, and forms in Omnigo.

* Provide backup support to THS Switchboard Operators as required.

* Attend department meetings, in-service training, and other meetings as required.

* Maintain officer call logs to include officer dispatch time, location, request made and clear times. Log any follow up information received from officer.

* Initiate case reports for officers (e.g., fire, helicopter incoming and take-off, combative patient, emergency response events) and provide case report numbers.

Compliance Statement

Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.

Required Knowledge & Skills

Education: High School Diploma or GED

Experience: Two years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.

Supervision

* Supervises 6-10 employees.

Qualifications

* Will accepts Bachelors degree and one year of supervisory experience.

* Two years supervisory experience preferred, If no supervisory experience four years of dispatch experience required.

* One year of dispatch or related experience in a high call volume setting.

* Must be able to type 40 words per minute.

* Excellent customer service and communication skills required. Distinct speaking voice that is clear and easily understood.

* The ability to think quickly and clearly under stressful situations, establishing priorities and passing on information as needed.

* Requires critical thinking skills and good judgment under pressure. Must be capable of reacting logically to unusual situations.

* Position requires the ability to work at a fast pace and make swift decisions to facilitate effective and efficient communication during stressful and emergency events.

* Interpersonal skills are necessary in order to communicate effectively with a wide variety of hospital personnel, patients and outside callers in gathering and exchanging approved information.

* Must demonstrate a friendly, responsive, service -minded attitude to all internal and external customers.

* Ability to multi-task and work with frequent interruption.

* Required to maintain a collaborative, team relationship with peers and colleagues in order to effectively contribute to the groups achievement of goals and to help foster a positive work environment. Communicates ideas effectively. Shares information and keeps others properly informed. Gives and is open to useful feedback. Actively contributes to the development and application of process improvements.

* Detailed information gathering and writing skills. excellent spelling and grammar.

Definitions

The Security Dispatch Supervisor serves as a working supervisor. In addition to working a dispatch position when necessary, performing the full range of Security Dispatcher functions, the Supervisor also directs and supervises subordinate staff, including assigning and delegating work projects, scheduling employees to ensure proper staffing levels are maintained, and performance management including evaluating work performance, coaching, mentoring, and or implementing corrective action for performance and conduct issues. The Supervisor also conducts data management and analysis to support department performance improvement. The job must be performed with the highest regard for professionalism, confidentiality, speed and accuracy.

Position Responsibilities

Contact with Others: Requires frequent but limited contacts with many others to do job, or extensive contacts with a limited number of categories of people to apply procedures or treatment. Requires discretion and tact to interpret departmental procedures.

Effect of Error: Probable errors may be serious and involve losses such as improper costs, overpayment, waste of material, damage to equipment, and delay in processing work. Effect usually confined within the organization. Most of work not subject to direct verification or check. Regularly works with some confidential data such as account, salaries, patient medical records, which if disclosed might have adverse internal or external effects.

People Management Responsibilities

Supervisory Responsibility: Supervises a small section of employees (up to 15); orients and trains employees; schedules, assigns, checks, and maintains flow of employees work; carries out most personnel decisions, and initiates minor personnel actions.

Work Environment/Physical Effort

Mental Demands: Routine duties using one or more of several established procedures within a prescribed practice under general supervision. Involves minor decisions many of which are repetitive.

Working Conditions: Generally pleasant working conditions/normal office environment.

Working Conditions Aspects for Immunizations

Performs tasks involving contact with blood, blood-contaminated body fluids, other body fluids, or sharps (needles): No

Directly works with Patients less than 12 months of age: No

Physical Effort: Minimum physical effort - Physical demands encountered are those of a typical office job.

Physical Aspects

Bending: Occasional = 1% - 33% of the time

Typing: Frequent = 34% - 66% of the time

Manual Dexterity -- picking, pinching with fingers etc.: Occasional = 1% - 33% of the time

Feeling (Touch) -- determining temperature, texture, by touching: Not required

Hearing: Constant = 67% - 100% of the time.

Reaching -- above shoulder: Occasional = 1% - 33% of the time

Reaching -- below shoulder: Occasional = 1% - 33% of the time

Visual: Constant = 67% - 100% of the time.

Color Vision: Frequent = 34% - 66% of the time

Speaking: Frequent = 34% - 66% of the time

Standing: Occasional = 1% - 33% of the time

Balancing: Occasional = 1% - 33% of the time

Walking: Occasional = 1% - 33% of the time

Crawling: Not required

Running - in response to an emergency: Not required

Lifting up to 25 lbs.: Occasional = 1% - 33% of the time

Lifting 25 to 60 lbs.: Not required

Lifting over 60 lbs.: Not required

Handling -- seizing, holding, grasping: Occasional = 1% - 33% of the time

Carrying: Occasional = 1% - 33% of the time

Climbing: Not required

Kneeling: Not required

Squatting: Not required

Tasting: Not required

Smelling: Not required

Driving -- Utility vehicles such as golf carts, Gators, ATV, riding lawnmowers, skid steer, aerial lift: Not required

Driving -- Class C vehicles: Not required

Driving -- CDL class vehicles: Not required

N95 Respirator usage (PPE): Not required

Hazmat suit usage (PPE): Not required

Pushing/Pulling -- up to 25 lbs.: Not required

Pushing/Pulling -- 25 to 60 lbs.: Not required

Pushing/Pulling -- over 60 lbs. : Not required