Supervisor Public Safety Operations Center - WI

Major Responsibilities:

Manages (24x7) daily operations of the Advocate Security Operations Center

• Oversees shift schedules to ensure safe staffing requirements are maintained throughout the center. Manages costs to ensure department budget is met.
• Keeps informed of organizational and departmental policies and procedures. Participates in continual improvement processes by providing input to enhance service quality and improve customer satisfaction.
• Ensures both hardware and software systems are functioning properly. Notifies appropriate stakeholders when they are not.
• Serves as the focal point to provide timely communications and secure actionable intelligence to support the protection of people information, property, and infrastructure of Advocate Health and its related interests. Provides a daily briefing summary to senior management that identifies critical issues and trending data.
• Uses advanced technology systems in the Security Operations Center for situational awareness, threat management, risk reduction, and investigations.
• Ensures procedures and protocols are in place that enable the timely and effective response to, and management of, incidents, alarms, notifications, calls and other activities related to the Security Operations Center and its role as a Central Monitoring Station (CMS).
• Coordinates with Public Safety Department leaders and other security providers to provide necessary documentation in support of uniformed public safety officer activity (e.g.- Officer Dispatch, Incident Reporting, etc.).
• Ensures the achievement of appropriate certifications and inspections of the Security Operations Center, its systems, personnel and functions.
• Responsible for being alert and observant. Demonstrates ethical and professional behavior at all times in accordance with Advocate Behaviors.

Supervises ASCC Security Operations Center staff and motivates them to accomplish the mission with a high degree of professionalism and skill.

• Oversees, monitors, and guides the daily job performance of all Public Safety Telecommunicators
• Manages monthly work schedules for all shifts to ensure staffing requirements. Approves all PTO requests to ensure work schedules are met. Edits and processes payroll on a regular basis.
• Completes teammate performance evaluations in a timely manner. Performs one on one coaching and counseling. Administers corrective and disciplinary action when appropriate.
• Rounds on internal customers and coordinates/administrates periodic department/team meetings to exchange information in a timely manner with peers, subordinates and management.
• Assists Security Manager in annual operational budget and capital planning.
• Responsible for developing, training, and tracking competencies and customer service standards for Public Safety Telecommunicators.
• Responsible for department orientation, initial, and ongoing training of all Public Safety Telecommunicators.
• Evaluates staff performance and discusses results with Security Manager to implement appropriate learning plans when necessary.
• Aligns training and mentoring to ensure performance and behavior consistency across all three shifts. Ensures a work environment that promotes and embraces respect and diversity.

Licensure, Registration, and/or Certification Required:

• Qualified applicants will be assessed using a skills-based tool. Position requires attaining and maintaining certification from the Association of Public-Safety Communications Officials International (APCO); specifically, APCO’s Public Safety Telecommunicator 1 certification, sixth edition within (12) months of employment.

Education Required:

• Associate's Degree (or 60 credit hours) in Information Technology, Criminal Justice or similar technical field of study and 3. Knowledge of at least one the following:

Experience Required:

• At least 3 years of experience in a security Central Monitoring Station, Emergency Operations Center or security Dispatch Center as a front line leader. Experience responding to alarms such as burglar, fire, etc. -Monitoring hardware and/or software such as signal receivers, alarm monitoring software; Security and Fire hardware, CCTV, burglar or fire panels; -Emergency Response protocols and processes (public and private).

Knowledge, Skills & Abilities Required:

• ​​Strong computer skills. -Ability to type 35-40 wpm. -Ability to use hands and arms to reach/handle/grasp/finger while using notepad, computer, telephone, radio and other office machinery. -Constant use of eyes (correctable vision to normal level required) to observe, read, interact with public and co-workers, view security monitors; includes hand/eye coordination. -Read, understand and clearly speak English; constantly use speech and hearing (correctable to normal level required) in communicating with public/co-workers, giving and receiving instructions, using phones and radio. -Constant mental alertness and attention to detail required while setting priorities and following up on assignments. -Must possess effective written and oral communication and interpersonal skills with ability to deal with all levels of personnel and the general public in a professional and effective manner. -Must be able to use initiative and independent judgment within established guidelines. -Must be able to frequently prepare reports and logs using a computer. -Must be able to read and understand all operating procedures and instructions.

Physical Requirements and Working Conditions:

• The Advocate Security Operations Center provides security monitoring and dispatch to the Advocate enterprise on a 24x7 basis. Supervisor must be willing to work in a 24x7 operation and is subject to work weekends and holidays. Working conditions require long periods of sitting or standing and being confined to work area. Required to use both hands, frequently required to talk and hear (communicate verbally in person and via telephone), and to be able to read computer screens, correspondence and reports. The Security Operations Center is ADA-accessible and equipped with sit-stand consoles for operators.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.