Supervisor Public Safety Operations Center - WI

Department:

11733 Support Operations Division - Security: Corp Command Branch

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Monday - Friday flexible hours

Pay Range

$30.70 - $46.05

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 s