Job Description

This position is fully onsite Thursday-Sunday from 10pm-6am and is eligible for our Overnight Shift Differentials.

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.

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. Advises and trains emergency call center staff. 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 response calls in accordance with standard operating procedures.
• Operates a variety of communications equipment including radio consoles, telephones, paging 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 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.
• Provides quality customer service and maintain a professional and helpful telephone manner.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Demonstrated proficiency with basic computer skills including Windows, Microsoft Word and Excel.
• Maintain competencies (as demonstrated through experience, training, and/or testing).
• Good organizational skills.
• 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.
• Ability to carry out instructions furnished in written, oral, or diagrammatic form.
• Ability to write routine correspondence legibly, including logs and reports.
• Ability to prioritize and multi-task.
• Ability to provide quality customer service with a professional and helpful telephone manner.

• High School diploma.
• Two years of customer service experience that includes customer service in an environment with frequent interruptions.
• 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 characteristics protected by law.

About Dana-Farber Cancer Institute

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to under-served members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

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