Emergency Communications Specialist

Overview

The Emergency Communications Specialist serves as the central coordination point between ARH hospital facilities, the Security Operations Center (SOC), and external security vendors, including GuardLogic. This role reports to the Director of Emergency Management and is responsible for ensuring real-time operational and communication alignment during active incidents, maintaining continuity of communication, and driving effective response coordination across the enterprise. Operating at the intersection of field operations, centralized monitoring, communication and vendor-managed services, the Emergency Communications Specialist ensures that security events are managed efficiently, escalated appropriately, and resolved in accordance with ARH policies and healthcare regulatory standards. This position plays a critical role in maintaining situational awareness, enhancing response effectiveness, and ensuring seamless integration between ARH’s internal security teams and external partners.

 

The Emergency Communications Specialist incorporates telecommunications responsibilities related to security operations.  Routing calls to the appropriate departments, security officers, and specific needs for services, including but not limited to, emergency notifications, informing duty personnel, coordinate communication with security, law enforcement, fire, EMS or hospital staff when required. The Emergency Communications Specialist will maintain communication logs, call records, document emergency notifications, and ensure records are accurate and complete.

 

The Emergency Communications Specialist is responsible for receiving, monitoring, documenting, and routing incoming communications related to hospital operations, security incidents, emergencies, and routine service requests. The Emergency Communication Specialist serves as the communication hub between ARH facilities, security personnel, clinical departments, emergency management teams, public safety agencies, and external partners to ensure timely and accurate dissemination of information.

Responsibilities

Incident Coordination & Response Management• Serve as the primary coordination point for active security incidents across all ARH hospitals and facilities• Interface directly with the Security Operations Center (SOC) to monitor real-time incidents and alerts• Ensure accurate and timely escalation of events and coordinate response efforts between on-site personnel and centralized monitoring teams• Maintain situational awareness across multiple facilities during active incidents• Facilitate communication between hospital leadership, security personnel, and SOC operators• Support incident prioritization, classification, and response alignment

 

SOC Integration & Oversight• Act as the operational bridge between ARH and the SOC to ensure consistent incident handling procedures• Review SOC activity, alerts, and reporting for accuracy, completeness, and effectiveness• Assist in developing and refining SOC playbooks, escalation protocols, and response standards

 

Vendor Liaison• Serve as the primary liaison between ARH and Guard Logic, ensuring alignment of services with organizational expectations• Coordinate vendor activities including incident response support, staffing coordination, and operational coverage• Track and evaluate vendor performance against service expectations, SLAs, and KPIs• Facilitate communication, issue resolution, and continuous improvement with Guard Logic• Support contract adherence and vendor accountability

 

Operational Communication & Coordination• Ensure seamless communication across hospital security teams, executive leadership, emergency management personnel, and external partners• Disseminate critical information during incidents, including updates, directives, and situational reports• Coordinate shift-to-shift and site-to-site communication for continuity of operations:• Contact on-call personnel during emergencies• Operate multi-line telephone systems, switchboards or computerized communication systems• Maintain computer automated data• Maintain confidentiality of sensitive information• Resolve routine communication issues or direct callers to the appropriate resource• Maintain communications logs and call records• Document emergency notifications and call activity• Operate and monitor telecommunication equipment• Identify and report equipment malfunctions• Assist with maintaining communication system functionality

 

Emergency Management & Crisis Support• Support emergency management operations during critical incidents, natural disasters, and healthcare-related emergencies• Assist in coordinating resources, personnel, and communications during crisis events• Support activation and operation of emergency response protocols and incident command structures• Support emergency management and incident command communications through HICS (Hospital Incident Command System) and NIMS (National Incident Management System). • Contact on-call physicians and support staff during a critical incident• Maintain communications during incidents, disasters, and emergencies• Assist in notifying Law Enforcement, EMS, Fire and other emergency services in conjunction with FEMA (Federal Emergency Management Agency)• Coordinate and communicate with Security Officers • Utilize established emergency communications and incident prioritization protocols to ensure timely allocation of resources, giving precedence to life-safety events, medical emergencies, and critical operational incidents that may impact patient care or facility operations.

 

Reporting & Documentation• Maintain detailed documentation of incidents, communications, and response actions• Generate after-action reports, incident summaries, and performance insights• Track incident trends and provide recommendations to improve response effectiveness• Ensure documentation meets compliance and audit requirements

 

Process Improvement & Standardization• Identify gaps in incident response, communication workflows, and vendor coordination• Recommend and implement process improvements aligned with enterprise best practices• Assist in developing and maintaining standard operating procedures (SOPs), incident response playbooks, and communication protocols

 

Training & Readiness• Support training initiatives for SOC personnel, security staff, and vendor partners• Participate in drills, tabletop exercises, and readiness assessments• Ensure alignment of training with real-world operational needs

 

Qualifications

Education• Bachelor's Degree in Criminal Justice, Emergency Management, Homeland Security, Business Administration, or equivalent work experience preferred.• Master’s Degree in intelligence and security or related field preferred.

 

Minimum Work Experience• Experience in healthcare security or multi facility corporate environments.• Background in military intelligence, federal law enforcement, or corporate intelligence programs.• Experience with workplace violence, intelligence prevention, or intelligence threat assessment programs or telecommunications. • Experience supporting Global Security Operations Center (GSOC) intelligence functions.• 5+ years of experience in security operations, emergency management, vendor coordination, or related field• Experience working with or within a Security Operations Center (SOC) preferred• Healthcare security experience strongly preferred

Required Skills, Knowledge, and Abilities• Professional certifications such as CPP (Certified Protection Professional), PSP (Physical Security Professional), or IAHSS CHPA (Certified Healthcare Protection Administrator), or Telecommunication Certification through DOCJT.• Strong analytical, leadership, and decision making capabilities.• Excellent written and verbal communication skills with experience briefing leadership.• Required to comply with all Security Operations travel recommendations.• Excellent verbal communications skills• Ability to remain calm under pressure• Attention to detail and accuracy• Multitasking and organizational abilities• Proficiency with AVTEC communications platform and console, Motorola Communications systems, and relevant Security Operations computer applications• Ability to pass a confidential level background check.• Understanding of emergency communication procedures (HICS)• Required to comply with all Security Operations travel recommendations.