Security Communications Program Manager

The Security Communications Program Manager plays a critical leadership role in the oversight and continuous improvement of the Security Dispatch Communications Center at Connecticut Children’s. This position is responsible for ensuring the operational effectiveness of security communication systems, coordinating both emergency and non-emergency responses, and developing and maintaining standard operating procedures that promote a safe environment for patients, visitors, and team members.  In close partnership with Security and Safety leadership, the Program Manager leads the design and implementation of communication workflows, staff training, and system enhancements. This role also oversees scheduling strategies, ensures compliance with security protocols, and tracks and reports key performance metrics to inform decision-making.  The Program Manager provides cross-departmental guidance and acts as a liaison with internal and external stakeholders. The role requires maintaining situational awareness to support safety, security, and emergency preparedness at all times. Operation of a company vehicle may be required.

 

Leadership and Training-25%

• Oversee scheduling strategies for the Security Dispatch Communications Center to ensure adequate coverage and operational continuity.
• Provide operational support and guidance to security officers and dispatchers assigned to communication duties. 
• Manage shift coverage needs and implement contingency plans for staffing gaps. 
• Partner with Security Leadership to develop and implement training programs related to communication processes, systems, and equipment. 
• Support the development, maintenance, and enforcement of policies and procedures related to communications and dispatch operations.

Technology and Systems Oversight-25%

• Serve as the superuser for CAD (Computer-Aided Dispatch) and RMS systems.
• Monitor and maintain performance of all communication and security technologies, including CAD, RMS, radio systems, blue light call boxes, fire alarms, video surveillance (Avigilon), and emergency broadcast systems.
• Lead troubleshooting and issue resolution for the Avigilon Camera System at hospital and satellite locations.
• Ensure communication equipment is fully functional, arranging repairs or replacements as necessary.
• Act as the primary point of contact between the security team and external technology vendors.
• Collaborate with internal teams to support and optimize access control systems.

Information Management and Reporting-20%

• Ensure timely and accurate documentation of communications, incidents, and responses in accordance with legal and procedural standards.
• Prepare and deliver regular activity reports for the Dispatch Communications Center to Security Leadership.
• Manage secure access to hospital security databases and safeguard sensitive information.

External and Internal Communications-20%

• Serve as a liaison to external agencies (local, state, and federal) to support effective incident response and information sharing.
• Oversee operation and response protocols for emergency “Blue Light” call boxes at all hospital and offsite facilities.
• Facilitate timely and effective internal communications during incidents to ensure situational awareness and coordinated response.

Dispatch Operations and On-Call Support (as needed)-10%

• Support the prioritization of emergency and non-emergency calls as needed.
• Deploy and direct security personnel and emergency services in response to incidents.
• May assist with general security officer duties during critical coverage needs.

 

Performs other job-related duties as assigned.

Education and/or Experience Required:

• Education: High School Diploma or GED.
• Experience: Minimum 3 years work in or supervising a dispatch or security communications role.

Education and/or Experience Preferred:

• Experience: Supervisory experience preferred in a safety/security capacity.
  Healthcare experience in safety/security preferred.

License and/or Certification Required:

• Valid Driver’s License and clean driving record.

Knowledge, Skills and Abilities:

Knowledge:

• Strong working knowledge of CAD (Computer-Aided Dispatch), RMS (Records Management Systems), Avigilon Camera Systems, Lenel access and badging system and other integrated security technologies. Ability to evaluate, adopt, and train others on emerging security platforms.
• Proficiency with Microsoft business applications (Word, Excel, Out