Job Description

POSITION SUMMARY STATEMENT:

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.

MINIMUM QUALIFICATIONS:

• Education, Experience or Equivalent Combination:

  • 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

• Licensure/ Registration/ Certification:

  • FBI/BCA background check required upon hire. Approval for continued employment is dependent on this background result.

• Knowledge, Skills, and Abilities:

  • 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.

  
  

PREFERRED QUALIFICATIONS:

• Education, Experience or Equivalent Combination:

  • NA

• Licensure/ Registration/ Certification:

  • NA

• Knowledge, Skills, and Abilities:

  • NA

  
  

ESSENTIAL DUTIES:

• Job description rankings/percentages are intended to reflect normal averages over an extended period of time, and are subject to daily variances. Quality and efficiency standards should at no time be compromised to meet the average expectations expressed above. Job descriptions are subject to change to accommodate organization or department needs.

ORGANIZATIONAL EXPECTATIONS:

Values

All colleagues are expected to live our values:

Excellence: We strive for the best results and always look for ways to improve.

Compassion: We care and show empathy and respect for each person.

Partnership: We are strongest when we work together and with those we serve.

Integrity: We are open and honest, and we keep our commitments.

Additional Expectations:

• Complies with safety instructions, observe safe work practices, provides input on safety issues, and promotes a safe work environment.

• Maintains regular and timely attendance.

• Protects confidentiality.

• Demonstrates participation in and support of the organization's Corporate Integrity Program by participating in compliance-related education and training and complying with the organization's policies and procedures.

• Timely completion of all mandatory education and organizational requirements (i.e., licensure/certification, Employee Health and Wellness requirements, annual training, etc.)

POPULATION SPECIFIC COMPETENCIES:

Departments will need to determine the appropriate competencies in their areas for their specific patient populations documented in the essential duties section.

Examples of items that can be included are:

• Identifies expected outcomes for a plan individualized to the patient or situation specific to the needs of the population served.

• Communicates effectively with patients, families, and team members.

• Integrates practices that supports patient safety, acknowledges variations in populations served.

• Anticipates the needs of the population served as well as the unique characteristics of the communities served.

• Anticipates the needs of the population in providing culturally responsive care and develops an individualized plan for patients and families.

LEADERSHIP RESPONSIBILITY:

Please describe the degree to which the position directs the work of others or coordinates workflow of a clinic, department, or functional area. If applicable, indicate the number of people and the titles for which this position directly and/or indirectly directs the work of others or coordinates workflow.

This position will provide colleagues and all levels of management, patients, visitors, and members direction in routine and emergency situations.

This position will provide direction and supervision to new SOC Dispatchers in the form of mentoring as assigned during training periods.

Critical Job Demands

Section 1: Place an “X’ next to ONE of the terms that best describes the frequency for each of the Critical Demands.

Section 2: Place an “X” next to ONE of the terms that best describes the Strength Rating for this job classification which is expressed by one of five terms: Sedentary, Light, Medium, Heavy, and Very Heavy.

Note: During any patient handling task, if any caregiver is required to lift more than 35 lbs. of a patient’s weight, assistive transfer devices should be used for the transfer.