Cook Children's Communication Officers Provide the Steady Voice of Security
In honor of Health Care Security Appreciation Week, celebrated on Oct. 12-18, we want to recognize the vital role of our security team. These dedicated officers are an essential extension of our healthcare family, working tirelessly to protect everyone and everything within our facility. Their presence is crucial for safeguarding our patients, physicians, equipment, and the families who walk through our doors daily, making them an integral part of keeping our Cook Children's family safe.
We chatted with our Security Communications Officers at Medical Center-Fort Worth to learn more about their roles and how they help keep the campus safe.
Shawna Coen, Communication Officer, Second Shift Communications Officer
What is your role and what does it entail?
My role is to serve as the primary contact for all incoming calls into Cook Security, and make sure I get the pertinent information out in a timely manner and as accurately as possible relay information from the phones or alarms to our security officers here at Cook. I update the officers with the most up-to-date information as I receive it, especially for critical calls. I monitor and keep track of all officers on calls, their locations, and dispatch additional officers when needed. I also keep our leadership on duty informed of any current and important information.
What is your favorite part of the job?
My favorite part of the job is knowing I am still able to help parents, children, and staff when critical situations arise. My background is 911 Police, EMS, and Fire dispatching. So I get a little bit of everything here at Cook Children's without the high-stress environment. If I won the lottery tomorrow, I would still want to be here doing this job.
How do you keep Cook Children’s safe?
I rapidly dispatch all calls pertaining to safety and locating any missing or eloping children. I document in our daily logs to ensure accuracy and accountability. I monitor over a thousand cameras when possible, and I work closely with hospital staff to ensure they feel safe and receive any necessary assistance from an officer when needed. I maintain a calm, professional tone on the other end of the phone or radio, so my officers can remain as calm as possible, even in stressful situations.
Amy Schatz, Third Shift Communication Officer
What is your role and what does it entail?
I’ve worked the overnight shift for 18 years. My job includes answering the Panic Alarms. Every time a Panic is pushed it goes straight to my desk. I promise you I’ve got the Security Officers on the way, even when it’s a false alarm. Our goal is to keep everyone in the hospital safe.
What does a typical day look like?
I spend my nights logging every call for service that the Security Officers go on. When someone has an emergency, needs a door opened, an escort, a wagon or a wheelchair that is all dispatched and logged. I probably answer hundreds of calls a night. I’m also in charge of watching all the cameras in the hospital, keep that in mind when you start dancing in the hallways. I also relay messages to Environmental Services and Plant Ops or anyone else as needed.
What is your favorite part of the job?
One of my favorite things about my job is doing Panic Checks. The Security Department, once a month, tests every Panic Alarm and Intercom in the entire hospital that includes all the garages. It takes us three nights to complete this, but it is so important to make sure you can get us in a hurry in an emergency.
How do you keep Cook Children’s safe?
I feel good knowing I work with a group of people that are really trying to help the children, the families and each other. Cook Children's Health Care System has been a wonderful place to work and I’m proud to be here.
Kenia Busane, First Shift Communications Officer
What is your role and what does it entail?
I am a Security Dispatcher, which means I’m the communication hub for our security team. My position requires strong communication, multi-tasking, and decision making skills to help maintain a safe and secure environment for patients, families and staff. I monitor cameras, answer calls for assistance, and dispatch officers wherever they’re needed throughout the hospital. I also help coordinate responses during emergencies and make sure everyone—from staff to visitors—gets the help and support they need quickly and safely.
What does a typical day look like?
Every day is a little different, but it usually starts with checking our security systems to make sure everything’s running smoothly. Throughout the day, I handle radio calls, answer phones for calls of service, monitor alarms, dispatch officers to different situations such as disturbances, panic alarms, safety escorts, and hospital codes, all while logging incidents and officer activity in real time. Some days are pretty routine, while others move fast and require quick thinking and clear communication. It definitely keeps things interesting.
What is your favorite part of the job?
My favorite part is knowing that what I do helps keep everyone safe, even though I’m behind the scenes I play part in making sure the officers and staff can respond quickly and ensuring they get the support they need. I also enjoy the teamwork that comes with working in a hospital environment, where everyone’s goal is to provide care and safety for children and their families.
How do you keep Cook Children’s safe?
I help keep Cook Children’s safe by staying alert, communicating clearly, and coordinating timely responses to any situation that comes up. I constantly monitor our systems, follow safety protocols, and work closely with our team to ensure that the right people are in the right place when they’re needed most. Staying calm under pressure and focused helps making sure everything runs smoothly even in stressful moments.
