Description
POSITION OBJECTIVE
Working under general direction, the Police Dispatcher serves staff, faculty, students, and community in a manner that is consistent with the educational philosophy and principles of Case Western Reserve University. The primary objective of the police dispatcher position is to coordinate emergency and non-emergency response and communications to all emergencies. Duties include prioritizing requests for service, while positively representing the university and upholding the reputation of the Division of Public Safety; serve as the university's information hub and recorder for all emergency and non-emergency situations; and monitor, access, edit sensitive and confidential systems to ensure the university operates without interruption.
ESSENTIAL FUNCTIONS
Receive, transmit, and dispatch all police, security, maintenance, parking and outside support agencies on multi-based radio communications. Receive, handle and/or transfer all calls (emergency and non-emergency) on a five-line phone system and an automated call management system. Gather and compile information for management use via computer-aided dispatch. (25%)
Monitor three alarm systems and receive all alarms, security breaches, safety hazards. Initiate and follow-up on routine and non-routine email correspondence. Monitor, receive emergency calls and texts via university emergency phones and App Armor software. Perform, prepare, support, and/or coordinate routine functions such as unlocking/securing doors for staff/ faculty/ students, fire alarm and sprinkler by-passes/re-enables, fire watches, money escorts, parking infractions, traffic control, and additional routine calls for service. (25%)
Coordinate, oversee and direct the safe ride safety and responsive transportation programs operations via automated dispatching software. (15%)
Monitor and utilize the law enforcement automated data system in accordance with state rules and regulations to receive nationwide alerts, enter/retrieve information and provide sensitive personal and vehicle information to requesting police officers as requested. (8%)
Coordinate all emergency and non-emergency communications, make appropriate notifications, to include sending mass notification to alerts to staff, faculty, students and key community members of potentially hazardous situations via multiple mass notification systems. (7%)
Monitor, capture and retrieve video from in excess of 1,000 cameras to identify, review and document incidents and provide officer safety (number of cameras increased). (6%)
Check out and receive keys of daily contractors and vendors. Coordinate, oversee and direct university lost and found program. (6%)
Perform routine tests of all systems in accordance with written policy and procedures; report any issues and/or malfunctions, i.e. panic alarms, camera operations, emergency phones, radio patching, mass notifications, etc. May direct the work of temporary and/or part-time employees. (6%)
NONESSENTIAL FUNCTIONS
May assist in training new hires and temporary staff. (1%)
Perform other tasks as assigned; learn new systems/upgrades as implemented. (1%)
CONTACTS
Department: Frequent communication in person, via telephone and/or radio with: directors, managers, police officer in charge, police officers, mobile and facility security officers, contract security guards, security system's manager, fire and security technician and Access Services.
University: Daily communication in person, via telephone and/or radio with: directors, managers, supervisors, coordinators, maintenance customer service, information technology services, faculty and staff.
External: Frequent communication with emergency response agencies, i.e. Cleveland Fire, Police and Emergency Medical Services, Cleveland Heights Fire, Police and Emergency Medical Services, University Circle Police, contractors, vendors, and visitors.
Students: Daily communication in person, telephone and/or text with Case Western Reserve University students to exchange information.
SUPERVISORY RESPONSIBILITY
No direct supervision of staff employees but does direct part-time staff while on duty.
QUALIFICATIONS
Experience: A minimum of 1 year of call center or telephone operator experience. Experience in public safety/security or a related field preferred.
Education/Certification: High school education required. Two-year degree in Law Enforcement/Criminal Justice preferred. Must be able to successfully receive Law Enforcement Automated Data System certification. Public Safety Telecommunicator 1 certification by the Association of Public-Safety Communications Officials is required at the time of employment or within 12 months of hire. Certification must be maintained throughout tenure. Emergency Medical Dispatcher certification by the International Academies of Emergency Dispatch preferred.
REQUIRED SKILLS
Ability to pass a thorough background investigation including criminal history. Ability to undergo psychological screening and a job-related skills assessment that includes basic computer skills and typing proficiency of 25 wpm.
Have a working knowledge and understanding of the communication needs supporting a Police and Security function within an educational institution.
Possess the ability to remain calm and effectively direct communications and record all details during stressful emergency and non-emergency crisis situations.
Possess a working knowledge and understanding of quality focused confidential communication and have the ability to interact in a sensitive, courteous and understanding manner with members of the academic community.
Ability to multi-task. Ability to monitor and answer radio traffic, answer and make telephone calls, and operate multiple computer based systems simultaneously.
Excellent written and verbal communication skills and computer literate.
Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
Ability to interact with colleagues, supervisors and customers face to face.
Ability to meet consistent attendance.
Willingness to learn and work with Artificial Intelligence (AI) tools and technologies.
WORKING CONDITIONS
The employee will be required to spend extended periods of time sitting. Exposure to inside and outside environmental conditions. May require reaching, standing, walking, climbing, grasping, feeling and the ability to lift or move objects of up to 20 pounds. The employee may be required to work extended hours based on situational and staffing needs.
Requirements
QUALIFICATIONS
Experience: A minimum of 1 year of call center or telephone operator experience. Experience in public safety/security or a related field preferred.
Education/Certification: High school education required. Two-year degree in Law Enforcement/Criminal Justice preferred. Must be able to successfully receive Law Enforcement Automated Data System certification. Public Safety Telecommunicator 1 certification by the Association of Public-Safety Communications Officials is required at the time of employment or within 12 months of hire. Certification must be maintained throughout tenure. Emergency Medical Dispatcher certification by the International Academies of Emergency Dispatch preferred.
