Public Safety Command and Control Center; CCC Technician

Public Safety Command and Control Center (CCC) Technician-11 Position Summary

This position provides a critical role in linking those in need of emergency assistance or non‑emergency service with the most appropriate qualified Public Safety or Facilities resources while assigned to the 24/7/365 Public Safety Command and Control Center. The CCC Technician will triage all telephone calls for service, monitor Building Automation systems and Security Systems for alarms, alerts, fluctuations, adjustments and/or emergencies.

They will be responsible for radio dispatching the appropriate personnel, troubleshooting applicable systems (BAS and Public Safety Systems) for causes and potential remote interventions.

The CCC Technician must multi‑task triaging telephone calls, radio dispatching personnel, and monitoring systems while providing excellent customer service. The Technician will be proficient in both Public Safety and Facilities software, programs and communication systems, including two‑way radio, access control, CCTV, infant abduction, security alarms, video intercom systems, Visitor Management System, Computer Aided Dispatch and Report Management systems, Building Automation Systems, Fire Alarm Systems, and Pneumatic Tube System.

Public Safety Command and Control Center (CCC) Technician-11

Public Safety

Full Time

• Operates, monitors, maintains and controls computerized Building Automation Systems (BAS) and Public Safety systems while responding to life safety issues, emergencies and service requests.
• Triages all incoming telephone calls into the C&CC to obtain all necessary information to assess the appropriate resources and assist callers in a calm, civil, and professional manner.
• Uses good prioritization skills to manage multiple calls and situations simultaneously.
• When necessary, keeps callers on the line to provide safety instructions and gain scene insight to assess risk and hazard for responders.
• Assesses situations and activates emergency procedures that relate to matters requiring immediate or urgent public safety, medical, law enforcement or other external intervention.
• Utilizes existing two‑way radio equipment and technology to communicate to public safety, facilities and mechanical vendors in the field.
• Follows established policy, procedures and training to provide safe, effective and efficient service to the Boston Medical Center Community.
• Familiarizes and becomes knowledgeable of all Boston Medical Center buildings, addresses, facilities and surrounding streets to maximize accuracy, safety and speed of dispatch.
• Maintains accurate and complete records of all activity occurring in the C&CC, responses by personnel and tracking of Facility work orders.
• Performs computer operation, data entry, retrieval and modification for in‑house, CJIS and LEAPS computer systems while maintaining confidentiality for CJIS, HIPAA and private information.
• Disseminates law‑enforcement information concerning wanted persons, stolen vehicles, missing persons and other law‑enforcement data received through LEAPS, telephone, radio or other means.
• Manages the Mass Notification system (Send Word Now) to provide safety notifications to a larger group for system issues, unusual occurrences or disaster phase.
• Works with internal and external technicians and vendors to ensure all Facilities, BAS and Security systems operate properly, are serviced as needed and maintained in good working order.
• Initiates trending and alarming of systems through the BAS, creates logs and issues reports through monitoring of the BAS.
• Performs other duties as assigned or required.

• Proficient at multi‑tasking and prioritizing multiple calls for service requests and emergencies.
• Can learn, understand and operate all public safety and BAS systems and technology managed in the Command and Control Center, including Building Automation Systems (BAS), Computer Aided Dispatch (CAD), telephone and radio equipment, recording and playback software, access control and alarm monitoring software, CCTV equipment and law‑enforcement applications such as CJIS and LEAPS.
• Successfully…