University of Michigan Guest Services Specialist

The University of Michigan Division of Public Safety and Security (DPSS) is hiring a Guest Services Specialist to join their department in Ann Arbor. The Michigan Medicine Security Guest Services department seeks to fill several Guest Services Specialist (GSS) positions. As a GSS, you are a member of DPSS and report to a GSS Supervisor under the direction of the Michigan Medicine Security Deputy Director. You will provide guest relations functions and security screening and are the first contact for staff, patients, families and visitors. You will facilitate a safe environment for patients, families, and visitors, providing service beyond expectations.

Guest Services Specialist Position Opening

DPSS leads all public safety functions within the university, including police, security, and emergency management, and offers an integrated approach to safety and security, operating 24 hours a day, seven days a week, 365 days a year. DPSS combines Ann Arbor, Dearborn, and Flint operations to provide students, visitors, faculty, and staff with a safe and secure environment. Through our partnerships across the university and local, state, and federal law enforcement agencies, they use a blended service model to meet the needs of our community and exceed expectations.

Employing those who actively embrace and uphold our values of respecting differences, promoting equitable practices, and fostering intentional inclusion, the department creates an environment where everyone in our community feels valued, welcomed, and safe. They prize proactive engagement with our community and provide compassionate and professional service to enhance the quality of life for all.

These positions will work onsite in a professional workplace environment, including office settings and entry points to large public-facing facilities.

Responsibilities

• Use your customer service skills and inclusive mindset to respectfully work with all community members.
• Anticipate customer needs and use your problem-solving skills to find constructive solutions to difficult situations.
• Be the initial greeter for all individuals entering the buildings.
• Handle protected health information with confidentiality and discretion.
• Communicate with community members verbally, by phone, e-mail, and security radio.
• Create and issue ID badges and screen individuals according to security protocols.
• Offer assistance with way-finding, parking validation, deliveries, and other requested information.
• Uphold visitation and other applicable policies, procedures, guidelines, and restrictions.
• Monitor the immediate environment, report suspicious activity to Michigan Medicine Security, and share relevant information.
• Assist during emergencies, including fire, natural disasters, and health-related situations.
• Move throughout the building to assist our patients and families.

Required Qualifications

• Graduation from high school or GED equivalent and at least six months of customer service experience.
• Demonstrated commitment to a respectful, inclusive environment.
• Interest in handling large volumes of customers in a healthcare setting and balancing multiple priorities.
• Demonstrated proficiency with standard business software applications, including Microsoft and Google applications.
• You must pass a comprehensive public safety background investigation and drug screening.

Why Work at Michigan?

• In addition to a career filled with purpose and opportunity, the University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family, and plan for a secure future.
• Benefits include:
  • Generous time off
  • A retirement plan that provides two-for-one matching contributions with immediate vesting
  • Many choices for comprehensive health insurance
  • Life insurance
  • Long-term disability coverage
  • Flexible spending accounts for healthcare and dependent care expenses

How to Apply

If you have any questions or concerns about the application process or the police officer position in general, contact Sirena Crawford by phone at (734) 763-1131 or sirenac@umich.edu.

The department is located at 1239 Kipke Drive, Ann Arbor, MI 48109.

Additional Information

All Division of Public Safety and Security (DPSS) members are considered Campus Security Authorities (CSAs) under The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. As such, you must report Clery reportable offenses that come to your attention. DPSS employees are required to complete Clery Compliance Training within the first 14 days of employment and annually thereafter.

This position is a 100% regular appointment and is 40 hours per week. The department operates seven (7) days per week and twenty-four (24) hours per day. Work schedules are typically 12-hour shifts, including extended shifts, nights, weekends, afternoons, holidays, and occasional unanticipated overtime. You must pass a thorough background investigation and drug screening.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

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