5423 Dispatch Specialist - Lead

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

JOB FAMILY 2

Factor 1: Educational Requirements of the Job

Level 2 - 100 Points: The job requires a high school diploma or equivalent.

Factor 2: Skill Requirements - Craft and Trade Skills

Level 3 - 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 2 - 75 Points: Irregular but occasional responsibility to direct the work of student workers or temporary or part-time workers. The nature of supervision is largely confined to assigning tasks to others and does not include a full range of supervisory responsibilities. Responsibilities at this level may include tracking budgeted spending, limited purchasing authority, and tracking inventory.

Factor 4: Guidelines

Level 4 - 150 Points: Administrative policies and procedures are available in general terms, but employee uses initiative and creativity in deviating from past practices to develop new methods or policies. Employee must exercise judgment in interpreting the intent of guidelines, methods, procedures, and processes to achieve objectives is left up to the incumbent.

Factor 5: Contacts

Level 5 - 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 - 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 - 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 - 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 - 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.