Security Operations Center Operator

HealthPartners•Saint Louis Park, MN

1d•Onsite

About The Position

The primary role and responsibility of this position is to protect people, property, information, and the reputation of HealthPartners and Park Nicollet organizations. The Security Operations Center (SOC) Dispatcher will use best practices to identify, analyze, and support all incidents that are either impactful or potentially impactful to business continuity, the brand and/or colleagues. This colleague must be a strong multi-tasker, problem solver, possess critical thinking skills, and be detail oriented. This position will effectively prioritize response to a wide variety of routine, public service and emergency support calls requiring various problem-solving techniques, judgment, and verbal de-escalation. The SOC Dispatcher will monitor cameras and alarms, dispatch associated calls via telephone and radio, operate access control technology, and provide general assistance to colleagues, patients, visitors, and members. The SOC Dispatcher supports all HealthPartners properties and work locations in preparedness, response, and recovery from both routine and emergency incidents. This position is responsible for communicating information surrounding incidents to leadership as appropriate.

Requirements

One or more of the following educational or experience requirements:
2 or 4-year degree in Law Enforcement/Criminal Justice or currently in a degree program.
Previous experience in healthcare security.
Previous law enforcement or public safety experience.
Previous customer service.
Military experience as applicable.
Experience with troubleshooting various security software platforms utilized by the organization.
Required Coursework to be completed upon hire:
Successful completion of the New Dispatcher 25-day Training Program, including:
Departmental Verbal De-escalation Training
Required successful completion within 12 months of hire:
APCO Public Safety Telecommunicator Certification
FEMA ICS 100, 200, 700, 906 & 907
FBI/BCA background check required upon hire. Approval for continued employment is dependent on this background result.
Interpersonal skills required.
Strong time management and organizational skills required.
Ability to maintain physical and emotional control when in conflict or crisis situations.
Ability to maintain clear and concise communications and have excellent customer service skills.
Must be able to speak and write clearly and effectively in both interpersonal and digital environments.
Ability to display a professional demeanor and confidence in response to stressful and emergency situations.
Must demonstrate proficiency and accuracy in use of proprietary applications including video monitoring and dispatching software.
Must be detail-oriented, organized with the ability to multi-task in a fast-paced, deadline-oriented environment.
Ability to analyze problems, identify causes, and implement results-oriented solutions.
Demonstrates knowledge of age-related growth and development principles necessary to provide appropriate service and assure safety of patients.
Ability to work independently while also being effective as a member of a team.
Ability to work a flexible schedule inclusive of days, nights, weekends, and holidays.
Must be able to operate a personal computer utilizing word processing, spreadsheet, presentation, and e-mail.
Must be able to understand and operate push-to-talk two-way radio devices, voice and video intercoms, two-way voice recognition communication devices, and advanced alpha-numeric messaging software.

Responsibilities

Responsible for answering routine and emergency calls for service and providing general assistance to colleagues, patients, visitors, and members.
Communicates and disseminates information to key partners using established communication vehicles and best practices.
Monitors multiple incoming information sources for customer service and response needs, to include the HP corporate security e-mail, the centralized HP SOC phone number, HP LiveSafe application, alarm monitoring including fire, door position, and duress alarms.
Utilizes a case management application to document and track activities including officer availability, location, dispatching and support, prioritizing of calls and investigation.
Maintains detailed documentation and records of communications and events.
Supports a coordinated response to life safety incidents (medical, safety, natural disasters, facility failures, etc.) and dispatches security officers, facilities, environmental services, police, fire, and EMS personnel (and others) as required via telephone, radio, software systems, and/or other methods provided.
Works closely with the HP Security Systems team to utilize, manage, and communicate the operational status of various security systems.
This includes the video surveillance system as a primary resource and tool for operational and incident oversight on corporate campuses.
Evaluate incidents which could impact life safety, property conservation, and/or business continuity and escalate accordingly to security management and subsequently to other business units, activating an Incident Command System response as necessary.
Manage and handle information and situations of a sensitive nature, maintain organizational confidentiality and information security practices (protected health information, personnel issues, investigations, public relations incidents, emergency personnel and HP / PN staff contact information, etc.).
Takes an active role in position related and departmental support projects. The levels of responsibility will vary from consulting to owning projects based on skillsets and the business need.
Examples include testing and inspection of system devices such as cameras, intercoms, and alarm activation devices.
Manages various tasks to support department service operations to include maintaining physical security, records, and legal release of property as noted.
Contraband
Weapons
Patient Valuables Envelopes
Lost and Found inventory and proper storage
Vehicle Move/Vehicle Entry receipts
Cash Bag Receiving
Responsible for monitoring various social media tools to assist in identifying threats and/or risks to the organization.