Security Dispatcher II - Orlando Health - Downtown - Full Time

Position Summary

The Security Dispatcher II serves as the primary point of contact for security communications, managing high-volume emergency and routine calls, radio dispatching, and alarm monitoring with professionalism and precision. This role ensures effective coordination of field resources, maintains sensitive information, and supports critical operations across the hospital.

Essential Functions

• Responds to a high volume of emergency and non-emergency calls via telephone and radio, ensuring accurate, timely, and professional communication.
• Monitors burglary, panic, fire alarm systems, safe place system, and CCTV feeds 24/7 to ensure hospital safety and security.
• Collects critical information from callers to facilitate swift and appropriate deployment of field resources.
• Operates and maintains a Computer Aided Dispatch (CAD) system for efficient call processing and updates the Records Management System (RMS) with accurate data.
• Records and secures sensitive information related to personnel, patients, and security systems in compliance with confidentiality protocols.
• Dispatches field resources using a multi-channel radio system, adhering to FCC regulations to prevent penalties or license issues.
• Coordinates tactical communications between field personnel, supervisors, administrative staff, local public safety agencies, and external organizations during emergencies, critical incidents, or disasters.
• Maintains strict confidentiality of all sensitive information, including employee and patient data and security access codes.
• Ensures compliance with hospital policies, ADA, FMLA, and other federal, state, and local regulations.
• Compliance with all hospital policies, procedures, and safety standards.

Other Related Functions

• Assists in training and onboarding new dispatchers to ensure team readiness.
• Participates in rotating schedules, including weekends, holidays, and varying shifts as needed.
• Coordinates field resource responses for specialized operations, such as helicopter landings and launches.
• Supports interdepartmental collaboration during hospital-wide emergencies or drills.

Education/Training

• High school diploma or equivalent required; associate’s degree in a related field preferred.
• Completion of Radio Dispatch Training or equivalent certification preferred.
• Proficiency in typing quickly and accurately to process high-volume calls.
• Working knowledge of Microsoft Office Suite (Word, Excel, Outlook) and Computer Aided Dispatch (CAD)/Records Management Systems (RMS).

Licensure/Certification

Experience

• Minimum of 1-3 years of experience in a high-volume call center, public safety communications (police, fire, EMS), or hospital security dispatch role.
• Prior experience with multi-channel radio systems and alarm monitoring is strongly preferred.
• An equivalent combination of education and experience may be considered.
• Familiarity with hospital operations, security protocols, or emergency response coordination is a plus.