POSITION SUMMARY

The Dispatcher is an essential component of the HSS Security Department which operates 24 hours a day and seven days a week. The SOC provides critical on-demand service to HSS customers through centralized coordination of all security services. As the first point of contact for security calls for service, the successful candidate will be able to balance excellent customer service with the ability to handle emergency situations quickly and decisively. Specific responsibilities include: emergency and non-emergency call taking, intrusion and duress alarm monitoring, and viewing CCTV footage from multiple locations.

• Answers, documents, and dispatches all incoming calls for Security Services according to established protocols in a prompt manner.
• Thoroughly and accurately documents/enters all calls to enable security officers to complete their duties within the established time frames.
• Monitors CCTV footage from multiple facilities and perform regular "virtual patrols" of said facilities. Report any irregularities to the appropriate security personnel.
• Maintains a professional demeanor and adheres to established dispatch protocols at all times
• Follows specific procedures for individual facilities.
• Monitors and dispatches alarms that terminate into the SOC.
• Makes notifications as quickly as possible to prevent injury to employees or damage and loss of property to clients.
• Assists with scheduling when central scheduling is off duty in order to keep all facilities properly staffed.
• Monitors and answers emergency help phones and access control systems at client facilities.
• Reports all system problems in a timely fashion.
• Works and interacts with other employees, drivers, officers, customers, supervisors, guests, medical personnel, and possibly patients.
• Provides SOC with on call support as assigned.
• Performs other job-related duties as assigned.

• High School Diploma or GED
• Two (2) years of customer service and/or call center experience
• Previous dispatch or security experience preferred
• Excellent communication skills (written, verbal, and listening)
• Clear and effective phone skills
• Proficiency with office computers and Microsoft Office software
• Ability to type a minimum of 35 wpm
• Ability to work as part of a team
• Excellent customer service aptitude
• Ability to multi-task and remain organized
• Ability to remain calm under pressure

PHYSICAL DEMANDS & WORK ENVIRONMENT

This is a full-time position. Work hours will vary depending on client schedules, project deadlines, and the needs of the company. Workweeks may exceed 40 hours. Occasional evening and weekend work may be required as job duties demand. Environment may be fast paced and stressful.

While performing the duties of this job, the employee will spend approximately 75% of the time sitting and will walk or sit 25% of the time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; occasionally the employee will stoop, kneel, or crouch. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Frequently engages in mental concentration, analysis, and formulation.

HSS job descriptions are meant as summarization’s only. They do not necessarily reflect all duties and responsibilities of a position.

HSS will consider all qualified applicants without regard to race, color, religion, sex, national origin or any other status protected by law.