Under the general supervision of the Supervisor, Emergency Call Center, performs a variety of duties including receiving, evaluating, prioritizing and relaying non-emergency and emergency calls to the appropriate response units in accordance with established procedures. Advises and trains emergency call center staff. Operates a variety of communications equipment including radio consoles, telephones, paging systems, overhead PA systems and computer-aided dispatch systems while upholding DFCI’s core values and promoting the Security Department’s mission for a safe and secure environment.
Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.
Responsibilities Leads the dispatch team’s emergency responses. Maintains control of emergency events and directs team members as appropriate.Receives, triages and records non-emergency and emergency response calls in accordance with standard operating procedures.Operates a variety of communications equipment including radio consoles, telephones, paging systems, overhead PA systems and computer-aided dispatch systems.Monitors security cameras and alarms for campus facilities to observe and report persons or objects that present risk or potential violation of policy.Performs a wide variety of specialized clerical duties involved in the management of the call center environment.Remains current with all policies and procedures.Participates in training, drills and competency assessments.Submits timely and accurate information in all communications and reports.Advises and trains emergency call center staff on daily operations.Conducts audits and reports on dispatch operational tasks.Serves as back up for the Supervisor, Emergency Call Center in the event of her/his absence.Provide excellent customer service and maintain a professional and helpful telephone manner. Qualifications High school diploma. Degree in Criminal Justice or related field preferred. A combination of five experience and education will also be considered.Four years of dispatch experience with a minimum of one year in emergency dispatch. Must submit to and pass a criminal background check. Must obtain and maintain required certifications in the following programs (training provided by department): The ability to be certified 911 Telecommunicator (AAPCO).CPR/AED/First AidAVADE/HDTS De-Escalation TrainingFEMA ICS 100Sentry-RMS Law Enforcement TrainingManagement TrainingKNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Demonstrated superior knowledge of DFCI dispatch systems including Dispatch Module, Aware, DFCI Paging, Report Exec, CCURE, Lynx and Mir 3.Maintain competencies (as demonstrated through experience, training, and/or testing).Good organizational skills.Good interpersonal skills, including the ability to be an effective team member and the ability to interact effectively at various social levels and across diverse cultures.Ability to speak clearly in order to perform public address announcements.Ability to carry out instructions furnished in written, oral, or diagrammatic form.Ability to write routine correspondence well, including logs and reports.Demonstrated ability to train and advise other emergency call center staff members.Ability to prioritize and multi-task.Ability to operate and make decisions calmly and effectively in emergency situations.At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.
Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.
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