Security Dispatch Operator

Banner Health•Mesa, AZ

1d•Onsite

About The Position

Health care is full of possibilities. Security Services play a pivotal role in the safety and security of patients, visitors, and staff at Banner Health. Apply today! This opportunity could be just what you’re looking for. Banner Health was recognized on Becker's Healthcare 2025 list of 150+ top places to work in healthcare. This recognition highlights our commitment to supporting team members through comprehensive benefits, opportunities for both personal and professional growth, inclusive and empowering work environments, and resources that promote a healthy work-life balance. As a full-time Security Dispatch Operator at our Banner Health Corporate Center in Mesa, you will be responsible for a multitude of tasks, responding to incoming calls from internal and external customers for security assistance requests for multiple Banner hospitals and ambulatory centers. You will assist in maintaining communications with Security Officers on a computerized radio system and processing emergency alarms that come in. This position operates Wednesday 11:45 – 1745 and Thursday – Saturday 0545 – 1745. Your pay and benefits are important components of your journey at Banner Health. This opportunity includes the option to participate in a variety of health, financial, and security benefits. Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care. POSITION SUMMARY This position coordinates all emergency and non-emergency calls for responses for all assigned sites where security personnel and/or security systems are located to include all Banner facilities. Monitors cameras and emergency telephones for all assigned locations, dispatching company or local services as needed.

Requirements

High school diploma or equivalent.
Requires a combination of two years of communications center, high volume contact center (multi-line) or security experience.
Proven ability to provide excellent customer service with demonstrated ability to develop and maintain cooperative and professional relationships with all levels of employees and leadership.
Must be able to quickly determine severity of a situation and dispatch needed services.
Must be able to prioritize several requests at a time, possess self-motivation, independent judgment and organizational skills.
Demonstrated ability to work in high volume, stress related situations with professionalism and composure.
Requires effective verbal and written communication skills, leadership and human relations skills, and excellent customer service skills.
Basic mathematical skills are required.
Working knowledge of computers and basic office software packages as well as keyboarding skills are required.

Nice To Haves

Previous experience with radio communication equipment is preferred.
Two years previous dispatching experience preferred
Additional related education and/or experience preferred.

Responsibilities

Acts as first point of contact to receive, screen, and prioritize all emergency and non-emergency telephone calls for service from the public and staff requiring security, law enforcement, emergency medical service, or fire department response. Condenses large amounts of information into readable, sensibly typed remarks in a timely manner and can recall numerous acronyms and codes essential to appropriate call processing. Operates a multi-line telephone console system. Determines and assigns the level of priority of the call and enter the data into a computer aided dispatch system for radio dispatch purposes. Asks vital questions and provides pre-arrival instructions for security response. Logs all call information and passes on radio dispatch needs to the radio operators.
Monitors access software for system wide valid access and invalid access alarms. Monitors the links for connectivity to the servers for all electronic access doors. Operates the access software for system wide door controls for unlocks, locks, and momentary access. Operates the cardholder functions for badge identification and report logs for vehicle identification. Troubleshoots servers, panels, connectivity or errors via Multiport software.
Performs facility lockdown either electronically or manually as is necessary. Coordinates with the Emergency Operations Center (EOC) to direct all security traffic. Monitors, retrieves, and processes all alarms via alarm software. Recognizes the alarms with tones and visual alerts. Retrieves alarm information by using multi-windows prompts. Processes the alarm from acknowledgement, dispatching, and clearing the alarm; whilst documenting the details regarding the alarm activation.
Monitors all emergency phones around the exterior of each facility for all emergent traffic needs. Monitors parking lot callboxes for escorts requests, vehicle assistance requests, or any other emergent need. Monitors all elevator callboxes for trouble in the elevator or medical assistance needs. Evaluates information received and utilizes protocols provided through the computer aided dispatch system to determine appropriate action or actions to be taken. Deals with sensitive information in a discreet and professional manner by maintaining confidentiality. Maintains a positive customer service attitude at all times with staff, public, coworkers, and supervisor. Makes rapid, accurate decisions which affect the outcome of other public safety services.
Monitors, assists and reviews all closed-circuit television (CCTV). Monitors all facility CCTV in a rotation pattern. Assist officers via CCTV for safety and liability. Review video through all CCTV software to assist officers and management.
Operates a multi-channel radio console. Transmits and receives all traffic for each facility. Transmits alert tones for emergency traffic. Uses the radio call log to retrieve radio traffic times. Uses the traffic playback option to retrieve any traffic lost. Patches multiple channels together in the event of need for interfaced facility traffic.
Exhibits ability to assess and prioritize emergency situations as they arise and coordinate requested resources to handle any situation. Works independently to make decisions based on severity of situation. Internal customers include all employees, patients and family, physicians. External customers include campus visitors, vendors and law enforcement agency representatives.