Call Center Representative - Public Safety Dispatch Center

Call Center Representatives must exercise reasonable independent judgment to determine priorities for service response in accordance with established procedures and protocols; coordinate on site activities of safety forces o ensure efficient and effective support services; and notifies and coordinates response with outside agencies as needed, ex: police and fire units, Disaster Management personnel, hospital management and other first responders. Enters, updates, and retrieves information for a variety of different sources, including officers working in the field. 

Must operate a variety of communications equipment including multiple channel radio consoles, telephone and computer systems. Monitors various alarm systems and closed circuit cameras at multiple UC Health facilities. Is responsible for monitoring access control systems and building maintenance programs, as well as relaying weather related problems to appropriate personnel. 

Answer emergency and non emergency calls for service. Simultaneously dispatch and monitor radio traffic and location information for Public Safety Officers. Prioritize calls for service. Provide assistance as requested to other police and fire agencies. Serve as liaison to receive and relay radio transmissions from field personnel to appropriate staff or other agencies. Operate a computer aided dispatch system and computerized electronics communication equipment. Monitors closed circuit cameras, access control equipment, panic alarms, fire systems, building maintenance alarm panels, and dispatches appropriate units to the location(s) of concern. Coordinates on site activities of safety forces to ensure efficient and effective resolution of all emergency and non-emergency situations.

Exercise sound judgment under stressful circumstances; communicate effectively, concisely and articulately in oral form; develop and maintain effective working relationships with supervisors, associates, other agency representatives and general public; handle sensitive inquiries and contacts with officials and general public; demonstrate excellent hearing and diction; analyze situations, establish facts and formulate viable conclusions; document all activities performed. At all times maintains strict confidentiality.

Answer and route incoming calls to include patient information, paging, directory assistance and emergency calls. Process outgoing calls including long distance, international and conference calls. Monitor the following: medical and non-medical lines; clinical alerts; PO&M systems; security and weather alert systems. Perform paging and on call services and provide programming and testing of pagers. Produce, maintain and distribute master on-call schedules. Maintain proper and up-to-date documentation for all responsibilities listed above per policy.

Keeps informed and aware of persons and places suspected of illegal activity and/or potential for problems within an assigned area; Enters or retrieves data from a computer terminal, PC or other keyboard device; Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes and work cooperatively and jointly to provide PRIIDE Core values.

Provide needed dispatch records and or recordings for court cases, monthly or administrative reports.

Maintains knowledge of current trends and developments in the field by reading appropriate journals, books and other literature, and attending periodic training classes in dispatch methods, related subjects and various conferences and in-service meetings. Maintains current knowledge of agency policies and procedures; public relations; local, state and federal laws related to law enforcement; communications; and FCC rules and regulations.