Org-wide job description template for general roles."/>
Job
Description
Park
Nicollet Health Services
|
Job
Title: Security
Operation Center (SOC) Dispatcher
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Job
Code: 9BX
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Leader
Title Level: Supervisor
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Location:
Methodist
Hospital
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Department: HP
Security
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Final
Approval (Dir. or VP Level): Director
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Date
Approved: 01/2013
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Date
Revised: 02/19/2024
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POSITION
SUMMARY STATEMENT: The
primary role and responsibility of this position is to protect
people, property, information, and the reputation of HealthPartners
and Park Nicollet organizations. The
Security Operations Center (SOC) Dispatcher will use best practices
to identify, analyze, and support all incidents that are either
impactful or potentially impactful to business continuity, the brand
and/or colleagues. This colleague must be a strong multi-tasker,
problem solver, possess critical thinking skills, and be detail
oriented. This
position will effectively prioritize response to a wide variety of
routine, public service and emergency support calls requiring various
problem-solving techniques, judgment, and verbal de-escalation. The
SOC Dispatcher will monitor cameras and alarms, dispatch associated
calls via telephone and radio, operate access control technology, and
provide general assistance to colleagues, patients, visitors, and
members. The SOC Dispatcher supports all HealthPartners properties
and work locations in preparedness, response, and recovery from both
routine and emergency incidents. This position is responsible for
communicating information surrounding incidents to leadership as
appropriate. MINIMUM
QUALIFICATIONS:
Education,
Experience or Equivalent Combination:
One
or more of the following educational or experience requirements:
2
or 4-year degree in Law Enforcement/Criminal Justice or currently
in a degree program. Previous
experience in healthcare security. Previous
law enforcement or public safety experience. Previous
customer service. Military
experience as applicable.
Experience
with troubleshooting various security software platforms utilized
by the organization. Required
Coursework to be completed upon hire:
Successful
completion of the New Dispatcher 25-day Training Program,
including:
Required
successful completion within 12 months of hire:
APCO
Public Safety Telecommunicator Certification FEMA
ICS 100, 200, 700, 906 & 907
Licensure/
Registration/ Certification:
Knowledge,
Skills, and Abilities:
Interpersonal
skills required. Strong
time management and organizational skills required. Ability
to maintain physical and emotional control when in conflict or
crisis situations. Ability
to maintain clear and concise communications and have excellent
customer service skills. Must
be able to speak and write clearly and effectively in both
interpersonal and digital environments. Ability
to display a professional demeanor and confidence in response to
stressful and emergency situations. Must
demonstrate proficiency and accuracy in use of proprietary
applications including video monitoring and dispatching software. Must
be detail-oriented, organized with the ability to multi-task in a
fast-paced, deadline-oriented environment. Ability
to analyze problems, identify causes, and implement
results-oriented solutions. Demonstrates
knowledge of age-related growth and development principles
necessary to provide appropriate service and assure safety of
patients. Ability
to work independently while also being effective as a member of a
team. Ability
to work a flexible schedule inclusive of days, nights, weekends,
and holidays. Must
be able to operate a personal computer utilizing word processing,
spreadsheet, presentation, and e-mail. Must
be able to understand and operate push-to-talk two-way radio
devices, voice and video intercoms, two-way voice recognition
communication devices, and advanced alpha-numeric messaging
software.
PREFERRED
QUALIFICATIONS:
Education,
Experience or Equivalent Combination:
Licensure/
Registration/ Certification:
Knowledge,
Skills, and Abilities:
ESSENTIAL
DUTIES:
(20%)
- Responsible for answering routine and emergency calls for
service and providing general assistance to colleagues, patients,
visitors, and members.
Communicates
and disseminates information to key partners using established
communication vehicles and best practices.
(15%)
- Monitors multiple incoming information sources for customer
service and response needs, to include the HP corporate security
e-mail, the centralized HP SOC phone number, HP LiveSafe
application, alarm monitoring including fire, door position, and
duress alarms. (15%)
- Utilizes a case management application to document and track
activities including officer availability, location, dispatching and
support, prioritizing of calls and investigation. (10%)
- Maintains detailed documentation and records of communications
and events. (10%)
- Supports a coordinated response to life safety incidents
(medical, safety, natural disasters, facility failures, etc.) and
dispatches security officers, facilities, environmental services,
police, fire, and EMS personnel (and others) as required via
telephone, radio, software systems, and/or other methods provided. (5%)
- Works closely with the HP Security Systems team to utilize,
manage, and communicate the operational status of various security
systems.
This
includes the video surveillance system as a primary resource and
tool for operational and incident oversight on corporate campuses.
(5%)
- Evaluate incidents which could impact life safety, property
conservation, and/or business continuity and escalate accordingly to
security management and subsequently to other business units,
activating an Incident Command System response as necessary. (5%)
- Manage and handle information and situations of a sensitive
nature, maintain organizational confidentiality and information
security practices (protected health information, personnel issues,
investigations, public relations incidents, emergency personnel and
HP / PN staff contact information, etc.). (5%)
- Takes an active role in position related and departmental
support projects. The levels of responsibility will vary from
consulting to owning projects based on skillsets and the business
need.
Examples
include testing and inspection of system devices such as cameras,
intercoms, and alarm activation devices.
(5%)
- Manages various tasks to support department service operations
to include maintaining physical security, records, and legal release
of property as noted.
Contraband Weapons Patient
Valuables Envelopes Lost
and Found inventory and proper storage Vehicle
Move/Vehicle Entry receipts Cash
Bag Receiving
(5%)
- Responsible for monitoring various social media tools to assist
in identifying threats and/or risks to the organization.
*Job
description rankings/percentages are intended to reflect normal
averages over an extended period of time, and are subject to daily
variances. Quality and efficiency standards should at no time be
compromised to meet the average expectations expressed above. Job
descriptions are subject to change to accommodate organization or
department needs. ORGANIZATIONAL
EXPECTATIONS: Values All
colleagues are expected to live our values: Excellence: We
strive for the best results and always look for ways to improve. Compassion: We
care and show empathy and respect for each person. Partnership: We
are strongest when we work together and with those we serve. Integrity: We
are open and honest, and we keep our commitments. Additional
Expectations:
Complies
with safety instructions, observe safe work practices, provides
input on safety issues, and promotes a safe work environment. Maintains
regular and timely attendance.
Protects
confidentiality. Demonstrates
participation in and support of the organization's Corporate
Integrity Program by participating in compliance-related education
and training and complying with the organization's policies and
procedures. Timely
completion of all mandatory education and organizational
requirements (i.e., licensure/certification, Employee Health and
Wellness requirements, annual training, etc.)
POPULATION
SPECIFIC COMPETENCIES:
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Yes
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No
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Does
this employee have direct patient contact?
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x
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Departments
will need to determine the appropriate competencies in their areas
for their specific patient populations documented in the essential
duties section. Examples
of items that can be included are:
Identifies
expected outcomes for a plan individualized to the patient or
situation specific to the needs of the population served. Communicates
effectively with patients, families, and team members. Integrates
practices that supports patient safety, acknowledges variations in
populations served. Anticipates
the needs of the population served as well as the unique
characteristics of the communities served. Anticipates
the needs of the population in providing culturally responsive care
and develops an individualized plan for patients and families.
LEADERSHIP
RESPONSIBILITY: Please
describe the degree to which the position directs the work of others
or coordinates workflow of a clinic, department, or functional area.
If applicable, indicate the number of people and the titles for which
this position directly and/or indirectly directs the work of others
or coordinates workflow. This
position will provide colleagues and all levels of management,
patients, visitors, and members direction in routine and emergency
situations. This
position will provide direction and supervision to new SOC
Dispatchers in the form of mentoring as assigned during training
periods. Critical
Job Demands Section
1: Place an "X' next to ONE
of the terms that best describes the frequency for each of the
Critical Demands.
Critical
Demands
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N/A 0%
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Rare 1-5%
(Up to a 1/2 hour)
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Occa 6-33%
(1/2 hour to 3 hours)
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Freq 34-66%
(3 to 5 hours)
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Cont 67-100%
(5 to 8
hours)
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Standing
- Remaining on one's feet in an upright position at a work station
without moving about.
|
|
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x
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|
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Walking
- Moving
about on foot.
|
|
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x
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Sitting
- Remaining in a seated position.
|
|
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x
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Squatting
- Assuming or maintaining a crouching position with the knees
bent.
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x
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|
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Reaching
- Stretching out or extending to touch or grasp.
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|
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x
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|
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Lifting
- Raising or lowering an object from one level to another
(includes upward pulling).
|
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x
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|
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Carrying
- Transporting an object, usually holding it in the hands or arms,
or on the shoulder.
|
|
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x
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|
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Pushing/Pulling
- Exerting force upon an object so that the object moves
away/towards from the force.
|
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x
|
|
|
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Handling/Fingering
- (includes
typing, computer work, gripping, grasping, and pinching)
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|
|
|
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x
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Section
2: Place an "X" next to ONE
of the terms that best describes the Strength
Rating for this job
classification which is
expressed by one of five terms: Sedentary,
Light, Medium, Heavy, and Very Heavy.
x
|
Sedentary
Work
- Exerting up to 10 pounds of force occasionally (Occasionally:
activity or condition exists up to 1/3 of the time) and/or a
negligible amount of force frequently (Frequently: activity or
condition exists from 1/3 to 2/3 of the time) to lift, carry,
push, pull, or otherwise move objects, including the human body.
Sedentary work involves sitting most of the time, but may involve
walking or standing for brief periods of time. Jobs are sedentary
if walking and standing are required only occasionally and all
other sedentary criteria are met.
|
|
Light
Work
- Exerting up to 20 pounds of force occasionally, and/or up to 10
pounds of force frequently, and/or a negligible amount of force
constantly (Constantly: activity or condition exists 2/3 or more
of the time) to move objects. Physical demand requirements are in
excess of those for Sedentary Work. Even though the weight lifted
may be only a negligible amount, a job should be rated Light Work:
(1) when it requires walking or standing to a significant degree;
or (2) when it requires sitting most of the time but entails
pushing and/or pulling of arm or leg controls; and/or (3) when the
job requires working at a production rate pace entailing the
constant pushing and/or pulling of materials even though the
weight of those materials is negligible. NOTE: The constant stress
and strain of maintaining a production rate pace, especially in an
industrial setting, can be and is physically demanding of a worker
even though the amount of force exerted is negligible.
|
|
Medium
Work
- Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25
pounds of force frequently, and/or greater than negligible up to
10 pounds of force constantly to move objects. Physical Demand
requirements are in excess of those for Light Work.
|
|
Heavy
Work
- Exerting 50 to 100 pounds of force occasionally, and/or 25 to 50
pounds of force frequently, and/or 10 to 20 pounds of force
constantly to move objects. Physical Demand requirements are in
excess of those for Medium Work.
|
|
Very
Heavy Work
- Exerting in excess of 100 pounds of force occasionally, and/or
in excess of 50 pounds of force frequently, and/or in excess of 20
pounds of force constantly to move objects. Physical Demand
requirements are in excess of those for Heavy Work.
|
Note:
During any patient handling task, if any caregiver is required to
lift more than 35 lbs. of a patient's weight, assistive transfer
devices should be used for the transfer.
HAZARD
ASSESSMENT FOR PERSONAL PROTECTIVE EQUIPMENT (PPE)
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Please
contact the employer Employee Health & Safety (EHS) with any
questions or assistance related to the completion of the Hazard
Assessment for Personal Protective Equipment (HAPPE) Form.
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RELATED
TO: Hazardous Substances and Harmful Physical Agents
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Yes
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No
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Task
Description
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Potential
Hazard
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Hazard
control
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PPE
Required
|
|
x
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Working
with box cutters, knives or other sharp cutting devices.
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Penetration
|
|
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Safety
knife or safety box cutter Cut
resistant gloves Other
___________________
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|
x
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Working
with liquid chemicals, acids, or caustics (Examples: reprocessing,
cleaners, disinfectants, laboratory chemicals). See
MSDS online database for chemical list
|
Chemicals Flammables Toxic
Gases Corrosives
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Use
only employer approved products. Use
appropriate soaking containers with labels. Understand
hazards of chemicals you use (read MSDS).
|
|
Goggles Chemical
face shield Chemical
resistant gloves Chemical
resistant aprons Lab
Coat Closed
toe shoes Powered
Air Purifying Respirator Other
___________________
|
|
x
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Exposed
to extreme heat (Examples: Autoclaves, Blanket warmers, Ovens,
Propane torches) or cold (Liquid Nitrogen, Winter temperatures).
|
Heat Cold
Stress, Burns, Frostbite
|
|
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Heat
resistant gloves Cryogenic
(cold resistant) gloves Goggles
Face
shield Other
___________________
|
|
x
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Driving
or riding in motorized vehicle equipment as part of the job.
|
Vehicle
crash, Impact
|
|
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Seat
belt Other
___________________
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|
x
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Working
in extremely wet or slippery conditions or working in 24/7
operations where floors are wet from mopping.
|
Slip,
Trip, or Fall
|
|
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Slip
resistant shoes Rubber
boots Other
___________________
|
|
x
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Preparing
or handling hazardous drugs (Examples: cytotoxic drugs,
chemotherapy agents).
|
Chemical Genetic
damage Tumors
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Receive
training PPE Use
of biological cabinet Spill
procedures Waste
disposal SOP
|
|
Gloves
appropriate for chemical Disposable
barrier gown Goggles N95/PAPR
(spill cleanup) Ventilation
Hood Other
___________________
|
|
x
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Medical/surgical
procedures involving heat generating tools or equipment (Examples:
cautery/ lasers).
|
Light
radiation, burns to self or patient, smoke inhalation
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|
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Specialized
laser safety glasses Other
___________________
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x
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Working
with or near ionizing Radiation Hazards (Examples: Radioactive
sources, X-Rays).
|
Over
exposure, Genetic damage
|
|
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Lead
Aprons Other
___________________
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x
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Working
near MRI.
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Trauma
resulting from missile effect
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Restrict
access Screening Signage
|
|
|
x
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Moving
equipment/supplies.
|
Strain,
Sprain
|
|
|
|
x
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|
Dealing
with agitated persons or disturbances.
|
Workplace
violence, bodily injury, body fluid exposure
|
|
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Gloves
(Clean) Barrier
Gown or fluid resistant Lab Coat
|
HAZARD
ASSESSMENT FOR PERSONAL PROTECTIVE EQUIPMENT (PPE)
|
RELATED
TO: Infectious Agents
|
Yes
|
No
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Description
|
Potential
Hazard
|
Hazard
control
|
PPE
Required
|
|
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PERFORMING
OR ASSISTING WITH THESE TASKS:
|
|
|
|
|
|
x
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Potential
for splash of blood/body fluid to face and clothing: examples but
not all inclusive: suctioning, wound irrigation, eye & ear
irrigation, close contact (within 3 ft.) of patient with frequent,
productive cough, sigmoidoscopy, cystoscopy, colonoscopy.
|
Exposure
to Infectious Agents
|
|
|
Facial
protection (mask plus goggles OR
face shield) Gloves
(Clean) Barrier
Gown if anticipate splash
|
|
x
|
Activity
that requires touching patient's non-intact skin or mucous
membranes.
|
Exposure
to Infectious Agents
|
|
|
Gloves
(Clean)
|
|
x
|
Activity
that includes touching patient's blood/body fluid or
contaminated items or environment, examples, but not all
inclusive: disposal of urine, blood canisters.
|
Exposure
to Infectious Agents
|
|
|
Gloves
(Clean) Barrier
Gown if anticipate splash Facial
protection (mask plus goggles OR
face shield) if anticipate splash
|
|
x
|
Performing
duties with sharp devices that could result in exposure to blood
or body fluids.
|
Exposure
to Infectious Agent/sharp injury
|
Use
of sharps safety devices Avoid
re-capping needles Proper
disposal of sharps at point of care For
reusable sharp, use safe transporting practices Use
neutral zone for passing sharps PPE
|
|
Gloves
(Clean vs. Sterile depends on the procedure) Facial
protection (mask plus goggles OR
face shield) if anticipate splash
|
|
x
|
Entering
rooms where patients with airborne diseases are treated.
|
Exposure
to Infectious Agent/inhalation
|
|
|
Follow
Communicable Disease Guidelines and Tuberculosis Control Plan to
determine if N95 respirator, PAPR, or surgical mask is needed
|
|
x
|
Work
with specimens from patients with airborne diseases.
|
Exposure
to Infectious Agent/inhalation
|
|
|
N95
respirator or PAPR
|
|
x
|
1.
Procedures
that enter deep tissue or body fluid, including but not limited
to:
Central
IV insertion, placing a catheter or injecting material into the
spinal canal or subdural space (myelogram, lumbar puncture,
spinal/epidural anesthesia), breast biopsy, temporal artery
biopsy, bone marrow biopsy, OB vaginal delivery, incision &
drainage.
|
Exposure
to infectious agents
|
|
|
Gloves
(Sterile) Barrier
Gown Facial
protection (mask plus eye protection or face shield plus mask
required during these procedures)
|
|
x
|
2.
a. Procedures
that enter subcutaneous
tissue or are located in
the skin structure, including but not
limited to:
Excision
of mole, lump, or bump Excision
of lipoma or sebaceous cyst, vasectomy
|
Exposure
to infectious agents
|
|
|
Facial
protection (mask and eye protection required during these
procedures if anticipate splash) Gloves
(Sterile) Barrier
Gown if anticipate splash
|
|
x
|
2.
b. Additional
Procedures
Shave
biopsy, punch biopsy Joint
injection, nerve injection, joint aspiration Peripheral
IV insertion, ENT procedures Anal-rectal
Biopsy
|
Exposure
to infectious agents
|
|
|
Gloves
(Clean) Barrier
Gown if anticipate splash Facial
protection (mask and eye protection required during these
procedures if anticipate splash)
|
|
x
|
3.
Handling
Lab specimens in a laboratory
|
Exposure
to infectious agents
|
Hand
hygiene after removing gloves PPE Biological
Safety hoods/cabinet Splash
guard Instrumentation
with automated/closed sampling mechanisms
|
|
Lab
Coat ( fluid resistant) Gloves
(Clean) Facial
protection (mask plus eye protection or face shield plus mask
required during these procedures)
|
|
Other
tasks with identified safety, health or infectious hazards
requiring PPE?
|
Yes
|
No
|
Task
Description
|
Hazard
|
Hazard
control
|
List
PPE required
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JD
Template - General Roles
|
HealthPartners
Mar 12, 2026