POSITION IDENTIFICATION
TITLE Dispatch Specialist
CLASSIFICATION NUMBER 5422
GRADE 24
CLASSIFICATION Nonexempt
IMMEDIATE SUPERVISOR Manager, Dispatch
GENERAL FUNCTION
The Dispatch Specialist receives and dispatches emergency and non-emergency radio and telephone traffic accurately to Campus Safety Services and Springfield Police Substation personnel and notifies the campus community of emergencies The Dispatch Specialist monitors the University’s alarm systems and surveillance cameras, maintains computerized logs of radio and telephone transactions, monitors scanners and weather radar resources for events affecting the University community, and monitors the emergency courtesy and elevator phones.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A high school diploma or the equivalent is required.
Experience: Two years of experience in a multi-tasking environment with heavy customer contact is required. Data entry experience is required. Emergency communications or dispatch work experience is preferred.
Skills: The ability to deal courteously, calmly, and effectively with people and stressful situations, which may continue for extended periods of time, is required. The ability to listen, speak clearly, assess situations accurately and determine the appropriate course of action is required. The ability to use judgment appropriately when responding to incident reports and emergency situations is required. The ability to operate a computer terminal and keyboard efficiently and accurately is required. The ability to effectively communicate with others using dispatch equipment is required. The ability to communicate clearly and effectively verbally and in writing is required. The ability to use software systems such as computer-aided dispatch, access control systems, and video monitoring systems is required. The ability to learn and remain knowledgeable of policy and procedures, the location of campus buildings, and the geography of campus is required. The ability to work effectively with, develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
Certification and Training: Successful completion of the on-the-job training program within the first six months of employment is required. Successful completion of Incident Command System (ICS) 100 and National Incident Management System (NIMS) 700 training is required or must be completed within one year of appointment.
Effort: The scope of the position may require nighttime, holiday, and/or weekend work.
Overtime may be required to meet the staffing needs of the department. This position
is designated as essential and is required to report to work as scheduled when University
offices are closed.
Other: Visual acuity sufficient to be able to accurately and reliably monitor and
quickly process visual information fed from surveillance cameras as displayed on multiple
video screens and computer monitors is required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Serves as the contact point for Campus Safety Services, the Springfield Police Substation, and the campus community.
2. Receives and dispatches emergency and non-emergency calls for service by utilizing a multi-line, multi-function telephone system, determining critical information for call processing, determining what resources need to respond by applying Standard Operating Procedures, utilizing a computerized radio system, and identifying additional actions to be taken to address the situation.
3. Enters all radio and telephone communications into dispatch software, assists outside customers with obtaining information during emergency situations in accordance with University and departmental policy, and provides information from University resources to University Safety.
4. Proactively monitors surveillance cameras for suspicious or unusual activity and uses surveillance cameras to actively support Campus Safety Services during incidents, and reviews and exports video for internal and external requests in accordance with University and departmental policy.
5. Assists the campus and non-campus community by offering departmental services, issuing building permits and issuing keys to authorized users.
6. Monitors University alarms, weather radar resources, emergency phones, elevator phones, and other systems as assigned and initiates the appropriate response to the incident including dispatching personnel, activating the tornado warning system, sending a mass notification, and other responses as assigned
7. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
8. Remains competent and current through completion of assigned training, self-
directed professional reading, developing professional contacts with colleagues,
attending professional development courses, and attending training and/or courses
required by the Director, University Safety or designee.
9. Contributes to the overall success of the Office of University Safety by performing all other duties assigned.
SUPERVISION
The Dispatch Specialist is supervised by the Manager, Dispatch.
OFFICE OF HUMAN RESOURCES
REVISED JUNE 2020
