5422 Dispatch Specialist

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. 

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. 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.

8. 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 JANUARY 2025

JOB FAMILY 2

Factor 1: Educational Requirements of the Job

Level 2.0 - 100 Points: The job requires a high school diploma or equivalent.

Factor 2: Skill Requirements - Craft and Trade Skills

Level 3.0 - 550 Points: General mechanical or technical aptitude and specific knowledge and experience in a skill, craft, or trade. The ability to perform standard procedures, operations, and/or operate specific equipment, that is required through at least two years of experience and previous training is required.

Factor 3: Managerial Responsibility

Level 1.0 - 25 Points: No responsibility for the work of others. Limited responsibility for expenses, purchases, or inventory.

Factor 4: Guidelines

Level 3.0 - 90 Points: Procedures and standards exist, but considerable latitude in applying procedures and selecting a sequence of activities must be exercised. The employee uses judgment in interpreting and adapting guidelines such as agency policies, regulations, precedents, and work directions for application to specific cases or problems. The employee analyzes results and recommends changes.

Factor 5: Contacts

Level 5.0 - 350 Points: The purpose is to influence or motivate others to engage in negotiation regarding common, everyday issues. Contacts may be with students, coworkers, or the general public, may be moderately unstructured, and may involve persons who may be uncooperative or who have opposing objectives. Contacts at this level require considerable interpersonal skill, particularly in persuasion, negotiation, and conflict resolution.

Factor 6: Work Environment

Level 3.0 - 70 Points: The work area involves moderate discomfort and/or risk such as operating heavy machinery or dangerous equipment, or frequent exposure to hazardous materials. Alternatively, the work area may be subject to environmental discomfort such as poor ventilation. Loud noises, and/or extremes of heat or cold. The work often requires wearing protective gear that may be uncomfortable. The nature of the work environment may produce moderate levels of stress.

Factor 7: Physical Demands

Level 1.0 - 25 Points: Sedentary work involving mostly sitting with occasional walking, standing, bending, or carrying of small items. No special physical demands are required of the work.

Factor 8: Responsibility for Facilities and Resources

Level 4.0 - 100 Points: At this level would be jobs in which the incumbent has the primary responsibility for the security of one or more facilities and the safety of the public within the facility. Jobs at this level might also involve total responsibility for the security and operation of expensive equipment used by others. Consequences of error would likely result in high risk of injury or death to self, other employees, or the public, and/or major damage to University assets.

Factor 9: Complexity

Level 2.0 - 250 Points: The work consists of tasks that involve related steps, processes, or methods. Decisions regarding what needs to be done involve choices requiring the employee to recognize the differences among a few easily recognizable situations. Decisions at this level are based on knowledge of the procedural requirements of the work coupled with the awareness of the specific functions and assignments of the department.