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Reporting to the Manager for Security IT and FSOC, the Supervisor, Emergency Call Center oversees the work of the emergency call center staff. This includes staff scheduling, training and management. Ensures compliance with DFCI’s core values and promoting the Security Department’s mission for a safe and secure environment.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

+ Oversee staff and functions of the Emergency Call Center.

+ Coordinates staff and tasks. Troubleshoots any problems as they arise. Keeps staff organized and on track.

+ Communicates daily goals to staff. Daily tasks and projects are planned and assigned to employees per business needs.

+ Assigns work to employees being mindful of how to use staff to their optimal potential

+ Manages inventory to ensure employees have proper supplies and work tools.

+ Holds department meetings monthly.

+ Routinely partners with the management team and/or HR on corrective action, budgeting and recruiting issues.

+ Continually identifies and resolves operational issues.

+ Runs monthly operational reports.

+ Analyses reports and identifies areas needing improvement. Works with staff to improve weak areas.

+ Implements departmental policies, procedures, and internal controls as required.

+ Responsible for the maintenance and upkeep of procedures and policies of FSOC and coordinates with other service departments to provide consistent support to the Institute

+ Supports decisions made by management. Implements changes and ensures compliance to new controls.

+ Participates in testing of new dispatch system software. Educates others in the department who need to learn new applications.

+ Assigns work/tasks to individuals as described under Duties above;

+ Schedules staff hours/shifts; Staff is scheduled to accommodate business needs.

+ Plays a key role in the hiring department staff. Works with DFCI HR and interviews candidates.

+ Monitors employee performance

+ Tracks employee performance throughout the year. Monitors results; provides coaching, counseling and direction as necessary. Conducts annual performance reviews in a timely manner.

+ Reviews budget and performance ,then recommends increases and/or promotions consistent with organizational guidelines.

+ Applies disciplinary and other corrective action programs as appropriate and resolve disciplinary issues in a timely manner.

+ Trains Staff

+ Provides training consistent with current and future job requirements.

+ Assures that all new employees complete a training program and understand their job functions.

+ Encourages professional growth of staff. Allows attendance to training programs that further the staff’s skills. Cultivates employee growth by increasing duties and assigning special projects to those employees who show interest.

+ Where appropriate, cross-trains employees to improve functionality.

+ High school diploma; Associate’s or Bachelor’s degree is preferred. A combination of experience and education will also be considered.

+ Five years of experience in high volume, problem-solving customer service environment with five years supervisory experience.

+ Must submit to and pass a criminal background check.

+ Must obtain and maintain required certifications in the following programs (training provided by department):

+ The ability to be certified 911 Telecommunicator (AAPCO).

+ CPR/AED/First Aid

+ AVADE/HDTS De-Escalation Training

+ FEMA ICS 100

+ Sentry-RMS Law Enforcement Training

+ Management Training

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

+ Demonstrates superior knowledge of DFCI dispatch systems including Dispatch Module, Aware, DFCI Paging, Report Exec, CCURE, Lynx and Mir 3.

+ Ability to communicate clearly and effectively in correspondence to staff and members of the DFCI community.

+ Must possess good interpersonal skills, including the ability to be an effective team leader and the ability to interact effectively at various social levels and across diverse cultures.

+ Leads by example. Influences staff to perform better by setting a high standard for professionalism and customer service.

+ Consistently demonstrates initiative, good judgment, critical thinking, and decision-making capabilities.

+ Must be able to operate and make decisions calmly and effectively in emergency situations.

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.

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