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Reporting to the Director, the incumbent performs diversified administrative tasks of a responsible and discretionary nature to relieve the Director of routine administrative detail. Responsibilities encompass staffing and supervision of the daily and long range operational activities of the department; assisting in setting policy and establishing strategies; maintaining computerized revenue control operations; generating and preparing management reports; interpreting policies; investigating and resolving problems.
PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.
Oversee Operations Team. Direct reports – 5 managers. Indirect reporting relationship of 6 supervisors and 105 security officers. Responsibilities include operations at the main campus, CNY, Health Centers in Chelsea, Revere, Charlestown, North End, Back Bay. Provide oversight of the day-to-day function of the security activity (180,000 calls annually). On-Call 24/7
Member of Departmental Management Team. Participates in Departmental goal setting, policy and program development, and long- and short-term objectives; manages implementation of and adherence to Departmental goals and objectives. Help to coordinate Annual Report, Annual and Quarterly Department Meetings and Monthly Management Meeting.
Interviews, hires, trains, develops, and disciplines staff. Assigns, oversees, conducts and reviews employee performance evaluations. Oversees scheduling, monitors and supervises work to ensure compliance with established policies, procedures and standards. Recommends and implements staffing changes. Communicates, reviews and monitors procedural changes to department staff. Coaches and develops staff. Approves payroll and all overtime and time off requests; delegates assignments to managerial staff; develops project teams. Maintains personnel documentation. Provides departmental access to shared files, software programs.
Supervises staff response and resolution of on-site and off-site operational issues presented by customers. Investigates complaints and resolves problems. Monitor security incident reports for next action steps, patterns and trends. Monitor department incident reports, activity reports, and crime prevention activities.
Reviews, develops and enforces policies and procedures. Researches and recommends Departmental policy and procedural changes. Communicates to employees; interprets for employees and customers. Serves as liaison to departments.
Responsible for working with other Partners entities from the Partners Security Council to identify, monitor, recommend and assess improvement opportunities.
Oversees departmental proactive and prevention functions (crime prevention and community policing programs) in order to reduce opportunities for security incidents.
Partnership Development; Liaison with governmental groups (Federal, State, City) regarding issues that impact the safety of the employees of the Hospital.
Ensures that departmental practice is within legal or regulatory guidelines, works to ensure that privacy, confidentiality, legal and risk concerns are addressed.
Works with a variety of MGH and Partners employees to develop appropriate protocols to help establish appropriate hospital response (i.e. Yawkey Medical Response Team). Works closely with representatives from high risk areas to assure that appropriate countermeasures are put in place. (i.e. ED, Blake 11)
Assists in the preparation of the Departmental annual $3 million budget; analyzes budget reports for cost containment; researches budget variances and presents results to Director; Monitor operational budget, resource allocation and overtime reports; Provides occasional financial research as needed. Assist in developing operational and capital budget and developing new program budgets. Prepares and submits statistical reports/analyses; prepares and submits capital equipment requests and operational budget development. Recommends cost containment proposals.
Oversees the preparation of daily and monthly manager operational and QA reports. Reviews incident activity and productivity reports, analyzes for trend and patterns; makes suggestions of proactive strategies. Researches, benchmarks and develops new programs, process improvements and measures. Establishes and monitors productivity measurement guidelines. Develops new quality improvement programs to improve the customer experience. Ensures that all Departmental records and reports are prepared and utilized in accordance with established policies and procedures. Recommends cost containment proposals.
Ensures that required Departmental, Hospital, JCAHO, OSHA and safety standards are adhered to by assisting with problem resolution. Serves as liaison with departments, patients and visitors to resolve non-routine problems; ensures quality of work is meeting Hospital and Departmental standards; follows up with managers to ensure resolution and prevent reoccurrence. Ensures the security of assigned areas.
Directs the evacuation of visitors, patients and employees during a drill or disaster.
Researches, benchmarks and develops new programs, process improvements and measures. Trains managers; meets with Department’s Training Coordinator to ensure that all employees are trained annually according to Departmental goals; may also conduct training programs within Department; works as a liaison with the Training Department to assist employees and managers who are seeking to further their education or career. Develop new programs (e.g. Visibility, ED post, APS milieu).
Formulates and coordinates staff recognition program. Devises service measurement tools and programs.
Chairs, serves and attends committee meetings as appropriate; conducts meetings to discuss issues, changes, procedures, policies, regulations, department activities, etc.
Serves as public relations representative to internal and external customers. Coordinate security surveys and surveillance rounds. Coordinate external proposals (i.e. Danvers)
Liaison with General Counsel Office.
Participating member of departmental, Hospital wide, Partners and external committees.Must be realistic, objective, measurable and related to essential functions of this job.
Strong business writing and public speaking skills
Strong customer service and communication skills
Advanced problem solving, analytical and project management skills
Good organizational skills to handle multiple tasks in very busy environment
Recognize, acknowledge, respect and effectively interact with different ages and cultures
Ability to calmly and effectively deal with stressful situations, including crisis and security issues, required
Able to lead and develop others; Strong team collaborative experience
Sustain professional development through continuing education
Ability to learn and follow hospital’s protocols, regulations and resources
Computer skills to include Microsoft Word, PowerPoint and database software
Recognize and exercise appropriate body mechanics to move and respond rapidly to emergencies
Must be reliable and flexible
LICENSES, CERTIFICATIONS, and/or REGISTRATIONS (if applicable): Specify minimum credentials and clearly indicate if preferred or required
Ability to be licensed under the State Police Statute preferred
CHPA and CPP certification eligible
Must hold and maintain a valid Commonwealth of Massachusetts drivers license in order to transport victims or respond to emergencies. If at anytime during employment at MGH, there is a change in status, the employee must notify his/her supervisor immediately.
EDUCATION: Specify minimum education and clearly indicate if preferred or required
B.S. Degree in Criminal Justice, Business or applicable discipline
Master’s degree in applicable discipline preferred
EXPERIENCE: Specify minimum creditable years of experience and clearly indicate if preferred or required
7 years experience in security, law enforcement or business
5 years management experience
SUPERVISORY RESPONSIBILITY (if applicable): List the number of FTEs supervised.
Direct 4-7 FTE’s. Indirect 90-100 FTEs.
