Call Center Representative, Public Safety Dispatch Center

Call Center Representative, Second Shift, Public Safety Dispatch Center

UC Health is hiring a full-time Call Center Representative for the Public Safety Dispatch Center department. This is a second shift position with UC Health, LLC.

The Call Center Representative will support Public Safety Dispatch Center delivering high-quality care to patients based on assessed needs, established standards of care and according to policy and procedures.

About UC Health, LLC

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching—a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, Daniel Drake Center for Post-Acute Care, Bridgeway Pointe Assisted Living, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.

Job Responsibilities 

• 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, considely 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 RITE 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 inservice 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.
• Performs other duties as assigned.

Education and Experience Requirements: 

• High School Diploma or GED required. 
• Certification as an emergency or security dispatcher preferred. APCO Basic Certification; CPR and AED certification within 1 year of employment.
• Previous emergency, security or related dispatch experience preferred.
• Apply common sense understanding to carry out detailed and complicated procedures and instructions according to standard operating procedure. 
• Ability to remain calm and effectively communicate under pressure and unusual circumstances. 
• Ability to multi-task on a consistent basis. 
• Ability to utilize a headset for phones/radio and hear what is going on in a busy communications center. 
• Type accurately at a speed necessary for successful job performance. 
• Proficiency with personal computers and windows-based applications.

At UC Health, we’re proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region’s adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you’ll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable, and diverse place of employment.

Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today! 

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