Under the general supervision of the Supervisor, Emergency Call Center, performs a variety of duties including receiving, evaluating, prioritizing and relaying non-emergency and emergency calls to the appropriate response units in accordance with established procedures. Operates a variety of communications equipment including radio consoles, telephones, paging systems, overhead PA systems and computer-aided dispatch systems while upholding DFCI’s core values and promoting the Security Department’s mission for a safe and secure environment.

• Receives, triages and records non-emergency and emergency response calls in accordance with standard operating procedures.
• Operates a variety of communications equipment including radio consoles, telephones, paging systems, overhead PA systems and computer-aided dispatch systems.
• Monitors security cameras and alarms for campus facilities to observe and report persons or objects that present risk or potential violation of policy.
• Performs a wide variety of specialized clerical duties involved in the preparation, maintenance, and organization of the call center environment.
• Remains current with all policies and procedures.
• Participates in training, drills and competency assessments.
• Submits timely and accurate information in all communications and reports.
• Provide good customer service and maintain a professional and helpful telephone manner.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Demonstrated competency in DFCI dispatch systems including Dispatch Module, Aware, DFCI Paging, Report Exec, CCURE, Lynx and Mir 3.
• Maintain competencies (as demonstrated through experience, training, and/or testing).
• Good interpersonal skills, including the ability to be an effective team member and the ability to interact effectively at various social levels and across diverse cultures.
• Good organizational skills.
• Ability to prioritize and multi-task.
• Ability to speak clearly to broadcast announcements over public address.
• Ability to carry out instructions furnished in written, oral, or diagrammatic form.
• Ability to write routine correspondence legibly, including logs and reports.
• Ability to operate calmly and effectively in emergency situations

• High School diploma. A degree in criminal justice or related fields preferred. A combination of relevant experience and education will also be considered.
• Four years of customer service experience that includes customer service in an environment with frequent interruptions. Six years or more of customer service experience that includes customer service in an environment with frequent interruptions is preferred.
• Must submit to and pass a criminal background check.
• Must obtain and maintain required certifications in the following programs (training provided by department):
  • CPR/AED/First Aid
  • Certified 911 Telecommunicator
  • AVADE/HDTS De-Escalation Training
  • FEMA ICS 100
  • Sentry-RMS Law Enforcement Training

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong.  As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff.  Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other groups as protected by law.