Dispatcher & Communications Coordinator

Winterthur Museum, Garden & Library encompasses an unrivaled museum of American decorative arts in its mansion and galleries and a magnificent 60-acre naturalistic garden—all set on 1,000 gorgeous acres.

Winterthur employs a wide array of positions in the areas of curatorial, horticulture, education, conservation, library, maintenance, marketing, development, technology, and administration.

Winterthur offers a unique and rewarding experience that is rich in culture and natural beauty. Winterthur considers its employees and volunteers to be among its greatest assets and welcomes applications from candidates who will contribute their specific skills to its mission “to inspire, enlighten, and delight all of its visitors while preserving and enhancing [Winterthur]” and also uphold its core values of agility, excellence, innovation, integrity, inclusion, and transparency.

JOB DESCRIPTION:

The Communications Coordinator & Dispatcher serves as the primary communications and operational control point for the Winterthur Public Safety Department. Assigned to the Central Command Center, the Dispatcher is responsible for monitoring security systems, coordinating officer activity, receiving and prioritizing calls for service, managing property control, and ensuring accurate documentation in accordance with departmental Standard Operating Procedures (SOPs).

This role is critical to the safety of Winterthur’s museum collections, research facilities, employees, visitors, and historic grounds, and requires a high degree of professionalism, attention to detail, and adherence to confidentiality and policy.

Compensation: $17.00/hour

Benefits: Including, but not limited to, medical, dental, and vision insurance; generous paid time off plan including 10 holidays, vacation, personal, and sick time; 403b with employer match for eligible employees; discounts in the museum store and cafe; free general admission for you and your immediate family

Work Schedule: 40 hours/week; shifts are variable and may include rotating shifts, weekends, evenings, and holidays

Responsibilities:

Communications & Dispatch Operations

• Receive, prioritize, and manage all emergency and non-emergency calls for service
• Dispatch Public Safety Officers (PSOs) based on incident priority, availability, and departmental protocols
• Maintain continuous radio communications and conduct required officer safety/status checks
• Always use approved telephone greeting and professional communications standards
• Ensure emergency calls and emergency phones take priority over all routine communications

• Monitor and operate all security systems, including:
• • CCTV and video management systems
  • Access control and alarm systems
  • Art Sentry object protection systems
  • Tridium facilities monitoring systems
• Monitor, assess, and respond to:
• • Fire alarms and system troubles
  • Intrusion and duress alarms
  • Facilities alerts (HVAC, boilers, chillers, water)
• Initiate appropriate notifications and response actions per established call-out and escalation protocols

• Create and manage Events in THERMS for all calls for service, officer-initiated activity, walk-ins, and third-party reports
• Document information objectively, clearly, and in real time
• Assign report numbers when required and ensure proper routing
• Review Incident Reports during the shift for accuracy, completeness, and compliance with SOPs
• Maintain required logs, including:
• • Visitor logs
  • Property and equipment issuance logs
  • Money bag inventory
  • 134 Forms and insurance documentation
  • Heat Generating Equipment lists

• Maintain strict accountability for all property issued through Dispatch
• Conduct parcel inspections for individuals exiting designated facilities
• Verify authorization for removal of Winterthur assets
• Issue and log keys, radios, temporary badges, remotes, and assigned equipment
• Process Personal Property Passes and maintain associated records
• Initiate law enforcement notification and supervisory contact when theft or loss is suspected

• Manage door access and system status changes as directed
• Create, modify, disable, and document ID badges per approved procedures (when assigned)
• Safeguard all system login credentials and strictly prohibit sharing of passwords or access
• Immediately report any suspected credential compromise

• When leadership is absent, maintain operational continuity of Public Safety services in accordance with SOPs
• Exercise operational judgment within defined authority limits
• This role does not confer supervisory or disciplinary authority

• Maintain restricted access to the Central Command Center
• Protect confidential, personal, and security-sensitive information at all times
• Prohibit unauthorized use of security equipment, property, or systems
• Comply with food, beverage, and loitering restrictions within the Command Center
• Adhere to all written and verbal pass-on instructions as official orders

Minimum Experience: High school diploma or equivalent with 1–2+ years in public safety/security or customer service in high-traffic environments; Prior dispatch, communications, or security operations experience in museum, campus, healthcare, or institutional security environments.

Preferred Experience: CPR/First Aid Certification

Knowledge/Skills:

1. Valid driver’s license with acceptable driving record

2. Strong, friendly customer-service orientation; clear, confident verbal communication (including projecting voice when needed) and professional written skills.

3. Calm, decisive judgment; de-escalation and problem-solving in stressful situations; ability to take control when appropriate.

4. Team mindset: flexibility with workdays/hours ability to work rotating shifts, weekends, holidays, and overtime as required,

5. Computer literacy; ability to use computerized security and office systems, including email.

6. Proficient verbal and written communication skills.

7. C.P.R./First Aid certification is preferred. Without prior certification, you must be able to pass a written and practical test after attending a training course as designated by Winterthur.

8. Familiarity with alarm monitoring, CCTV, access control, or CAD/RMS systems

9. Knowledge of emergency response protocols and incident documentation.

Essential Functions:

1. Work within museum/collection areas requiring tight security and attention to detail; enjoy engaging the public in a cultural property setting.

2. Ability to sit for extended periods in a secure operations center

3. Frequent use of computers, radios, telephones, and monitoring systems

4. Ability to hear radio and phone communications clearly

5. Capacity to respond quickly and decisively to emergencies

6. Must be capable of performing C.P.R. /First Aid after training.

7. Must be able to lift 50+ poundds

8. Must be able to climb a ladder