POSITION IDENTIFICATION
TITLE Dispatch Specialist - Lead
CLASSIFICATION NUMBER 5423
GRADE 25
IMMEDIATE SUPERVISOR Manager, Dispatch
MAJOR ADMINISTRATOR Director, University Safety
GENERAL FUNCTION
The Dispatch Specialist - Lead routinely performs all functions of a Dispatch Specialist. In addition, the Dispatch Specialist - Lead develops and communicates dispatch schedules, ensures coverage for the dispatch center, approves timesheets, develops standard operating procedures, oversees and provides training to personnel performing dispatching duties, and tracks certifications. The Dispatch Specialist - Lead serves as the primary point of contact for video surveillance searches, conducts or assigns searches to Dispatch Specialists, provides search results to the requestor, and testifies in court to their accuracy.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A high school diploma or the equivalent is required; a bachelor’s degree is preferred.
Experience: Two years of dispatch/communications center experience is required. Emergency communications or 9-1-1 center experience is preferred. Training and/or supervisory experience is preferred.
Certification: The Communications Training Officer certification is required or must be obtained within twelve months of employment. Successful completion of Incident Command System (ICS) 100, 200 and National Incident Management System (NIMS) 700 and 800 training is required or must be completed within one year of appointment.
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 accurately is required. An understanding of two-way radio and dispatch and recording 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 and video monitoring systems is required. The ability to complete projects accurately and on time 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 develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
Effort: The scope of the position may require nighttime, holiday, and/or weekend work. This position is designated as essential and is required to report to work as scheduled when University offices are closed due to severe weather. Overtime may be required to meet the staffing needs of the department.
Other: Visual acuity sufficient 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. Performs the duties of the Dispatch Specialist.
2. Coordinates work schedules of the Dispatch Center, assists the Manager, Dispatch with granting leave while assuring adequate staffing and approving timesheets.
3. Develops, delivers, and administers training programs and continuing education programs for dispatchers and monitors training and certification of Dispatch Services personnel.
4. Reviews and recommends updates to Standard Operating Procedures (SOPs) and other operational documents.
5. Conducts or assigns video searches to dispatchers, provides search results to the requestor, and testifies in court to their accuracy.
6. Receives and dispatches emergency and non-emergency calls for service to the appropriate officers utilizing a computerized radio system with patching and simulcast functions and multi-line, multi-function telephone systems by determining critical information for call processing, establishing the nature of the incident, and determining what agencies need to respond.
7. Enters all radio and telephone communications into dispatch software, assists the 9-1-1 Communications Center in capturing phone numbers on hang-up calls, helps to locate individuals on campus to relay emergency messages, and provides vehicle registration information to officers.
8. Assists the campus and non-campus community by offering departmental services, issuing building permits, and issuing keys to authorized users.
9. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
10. Remains competent and current through 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.
11. Contributes to the overall success of the Office of University Safety by performing all other duties as assigned.
SUPERVISION
The Dispatch Specialist - Lead is supervised by the Manager, Dispatch.
OFFICE OF HUMAN RESOURCES
REVISED JANUARY 2019
