1. Manages, assigns, and reviews dispatchers' work regarding receiving and processing emergency and non-emergency calls. Monitors phone and radio traffic to ensure procedural compliance, reviews case information entered into the computer-aided dispatch (CAD) and conducts quality assurance assessments to provide constructive feedback.
2. Investigates situations promptly and accurately, quickly adopting effective and reasonable courses of action with due regard to surrounding hazards and circumstances. Analyzes existing policies and procedures, recommending changes to increase efficiency and effectiveness.
3. Serves as a representative of the Department of Public Safety Security Operations Center (DPS SOC) to internal customers, vendors and visiting guests. Interprets and provides guidance to operational and procedural inquiries from team members, tribal citizens, patrons, and guests. Completes notifications to appropriate stakeholders as needed. Manages public inquiries and complaints by phone, ensuring a high standard of customer service and courtesy to foster and maintain positive relationships.
4. Delivers comprehensive reports, analyzes phone records and recordings, and CAD data to department management. Reviews statistical data pertaining to Security operations center and team member performance making procedural adjustments as necessary.
5. Operates and monitors the CAD, phone and radio communications systems.
6. Coordinates with department management concerning events and activities that may trigger the initiation of the notification process.
7. Responsible for the oversight and monitoring of alarm systems and analyzing both recorded and live surveillance footage of non-gaming activities to identify any suspicious behavior.
8. Conducts threat analysis and risk assessments in collaboration with law enforcement agencies and other internal departments as necessary.
9. Performs other duties as assigned to support the efficient operation of the department.
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.
Education, Experience And QualificationsAssociate's degree required
Minimum five (5) years of experience in a customer service environment, preferably dealing with high volume calls within a Public Safety department or related experience required.
Minimum two (2) years supervisory experience preferred
Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
Knowledge, Skills And Abilities (Ksa)Must possess the capability to remain calm under stressful conditions, exercise reasonable judgment, promptly and accurately analyze situations, quickly adopt prompt, effective, and reasonable course of action, considering hazards faced by responding team member.
Demonstrated knowledge and familiarity with the enterprise organizational and operational structure, and related enterprises.
Must be able to obtain and maintain a considerable knowledge of the reservation gates, residences, access points as well as casino geography and a general knowledge of highways, main streets, major buildings and jurisdictional boundaries.
Must maintain current knowledge of all DPS policies and procedures, specifically those related to the Dispatch Center.
Must have the ability to apply a high level of initiative, discretion, and tact when performing tasks.
Must have operational knowledge of the National Incident Management System (NlMS) and Incident Command functions, and the ability to complete required training as assigned.
Licenses, Certifications And RegistrationsAt the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
Must possess a California Peace Officer Standards & Training (POST) Basic Dispatch Certificate or obtain certification within one year of employment.
No Driving Responsibilities: Role does not require a driver’s license or insurance.
Physical Requirements/ Working Conditions – EnvironmentThe physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
Primary work environment is in a climate-controlled office setting.
Work requires travel to attend meetings, trade shows, and conferences.
Incumbents may be required to work evening, weekend and holiday shifts.
Must be able to work in a fast-paced, high-demand environment.
Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
The employee may be exposed to fumes or airborne particles including secondhand smoke.
Reasonable accommodation will be made in compliance with all applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
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