Job Summary:
The Telecommunications Dispatch Supervisor will supervise/coach and perform duties of a Telecommunications Dispatcher for the Health System. In addition to telephone and radio communication, the Supervisor also monitors alarms, supports pagers, maintaining contact information within phone systems, and handles all department quality assurance and patient concerns. The Supervisor will train and oversee all staff members to ensure scope of work is being completed, including creating and maintaining training materials and call/documentation review. Responsible for scheduling and ensuring all shifts are filled, filling in as needed. Will perform yearly evaluations, Payroll operations, and coaching & counseling/ and other staff relations. Must be able to work independently, make educated, in the moment decisions and reports issues and needs to department manager.

Education:
Required:
High School Graduate or equivalent

Preferred: Bachelor's degree in business, healthcare or other related area

Experience:
Required:
Previous call center, dispatch or law/security enforcement experience. Previous leadership experience

Preferred:
Previous call center or dispatch work in a multi-tasking environment with high call volume and in a stressful environment. Experience with phone systems and knowledge of call center statistics and metrics. Previous security or law enforcement experience or knowledge of law enforcement communication protocols. 5+ years of supervisor experience.

Position Requirement(s): License/Certification/Registration
Required:
N/A

Preferred:
N/A

Department Position Summary:
Operates a Computer Telephone Integrated Switchboard, 2-way radio, pagers, overhead communication system, gas/fire/HVAC alarm panels, gate and door control panels and other communication equipment in order to provide various types of communications throughout the Health System. Switchboard and dispatch operations include but are not limited to answering, disseminating, transferring and/or conferencing internal and external calls, maintenance calls, security calls and emergency calls including code blues, fire alarms and panic alarms. Callers include external organizations, Erlanger employees and physicians, as well as patient and family callers. Provides support for EHS paging system, to include physical pager coding paging system updates and permissions. Monitors various security monitors, alarms and environment management alarm systems. Performs data entry and completes various forms and logs as needed. Provide training to new hires, fills in on the schedule as needed and shifts staff around as needed. Maintains all organization department contact information within the switchboard system, works with department leadership and HRST team to ensure data accuracy.

Must be able to work and communicate with internal and external customers. Always poised, courteous, personable and good telephone voice. Must possess the ability to learn proper radio and switchboard communication techniques. Must possess good customer service skills and ability to make logical decisions in timely manner. Ability to work in high volume, fast-paced environment under time and material sensitive conditions. Ability to determine emergency conditions and respond quickly and calmly in accordance with proper procedures. Normal hearing and vision required. Must be able to sit in a confined position for long periods of time. Must be flexible to work varied shifts and days, including weekends and holidays as needed to provide a 24-hour, seven-day service. Other duties as assigned. Supervisor will train and oversee all staff members to ensure scope of work is being completed. Will do scheduling, ensure shifts are covered and prioritize staffing when needed. Perform yearly evaluations. Payroll operations, coaching & counseling and other staff relations This department is part of essential staffing and does require 24/7 coverage, including during inclement weather. On-call duties are required on a rotating basis. Must be able to work independently and make educated, in the moment decisions. Meets with department manager bi-weekly to report on any issues, department statistics and other needs.