Animal Law Enforcement Dispatcher

Humane Society Pikes Peak Region•Colorado Springs, CO

2d•Onsite

About The Position

The Animal Law Enforcement (ALE) Dispatcher assists all Humane Society customers efficiently and professionally, primarily those requiring assistance by phone. ALE Dispatchers are key to the successful completion of the Department's Mission, Vision, Values and Goals. Employees assigned to this Division are expected to perform a variety of support functions including Dispatcher/Call Taker and Data Entry. While individuals may specialize in one or more functions of the Division, they will gain and maintain basic abilities in all areas. This role involves answering incoming phone calls, providing information about services, entering calls for service into internal software systems, dispatching Animal Law Enforcement Officers, and collecting/processing service and licensing fees. The position also includes daily accounting reconciliation for fees collected, other administrative duties, and opening/closing duties as assigned. The representative must handle complaints and customer concerns with professionalism and good judgment, involving a Supervisor or ALE Administrative Manager when necessary. Maintaining professionalism in all interactions, acting as a role model, and complying with all policies and procedures are essential. The role also involves assisting citizens with understanding animal ordinances, department procedures, and responsible pet ownership, as well as promoting Humane Society programs and services. Staying abreast of industry trends, ordinance changes, and policies is required, and leadership must be kept informed of progress and potential conflicts. Training, coaching, and assisting trainees and individuals completing cross-training with Animal Control Officer positions may be assigned, along with providing constructive feedback. Promptly reporting violations of policy and procedure or conduct unbecoming to Animal Services Leadership is expected. The role strives to maintain a positive and professional attitude, anticipating and resolving difficult situations and conflicts while promoting a responsible community where animals are valued. The dispatcher will answer incoming calls for service, including a variety of animal-related calls, and respond to any calls that go to voicemail. Crucial information must be obtained, probable cause for investigation determined, and all essential information documented. Animal Control Officers will be dispatched using radios and other communication devices in an expedient manner. Clear and concise communication, calmness, and courtesy to all customers, co-workers, and animals are necessary. Compassionate care for customers in various emotional states is required. Understanding geographical locations for services and surrounding areas is important. Field Service related Data Entry, including Officer reports, Summonses, Written Warnings, and sensitive/confidential owner and animal information, must be entered into the Chameleon system. Duties associated with animal licensing programs for all divisions of the Animal Law Enforcement Department will be completed, serving as a contact person for public inquiries regarding license procedures and fees. Processing animal bites to ensure public health and safety is also a responsibility. When assigned, HSPPR vehicles must be operated safely and prudently, and work areas kept clean and tidy.

Requirements

Sincere interest in the mission, vision, values, and goals of The Humane Society of the Pikes Peak Region and Animal Law Enforcement.
Must be a U.S. Citizen.
At least 18 years of age.
High school diploma or GED.
Have no convictions for felonies or crimes of moral turpitude.
Pass various qualifying exams and background investigations.
Ability to perform under stress and perform abilities consistent with administrative support functions.
Speaks English clearly and converses effectively with persons of divergent ethnic, cultural and educational backgrounds.
Projects voice clearly and forcefully when necessary while under stress.
Ability to prepare written reports, memos, citations, activity logs, etc. This includes the documentation of own observations and actions; statements of victims, witnesses, and suspects.
Writes legibly using acceptable grammar, punctuation and spelling.
Establishes and maintains effective relationships with peers, supervisors and the public.
Asserts self when necessary to confront or exert control over difficult situations.
Ability to apply reason and logic rapidly in a legally correct manner when under physical, emotional and intellectual stress.
Comprehends and processes new information quickly and accurately.
Retains relevant information.
Ability to identify a variety of domestic animals and effectively manage their behaviors.
Inspect vehicles.
May, on occasion, operate company vehicles during routine and emergency operations under varying road, weather and lighting conditions.
Performs minor maintenance when required.

Nice To Haves

Previous experience with Customer Service.
Previous experience with data entry.
Previous experience in answering phone calls for Customer Service or in a call center.

Responsibilities

Answer incoming phone calls to the Animal Law Enforcement Department.
Answer questions and provide information to the public about all services offered by HSPPR and/or direct callers to the appropriate departments.
Enter calls for service into internal software systems.
Dispatch Animal Law Enforcement Officers.
Collect and process service and licensing fees.
Perform daily accounting reconciliation for service or licensing fees collected.
Perform other administrative duties as assigned.
Perform opening and closing duties as assigned.
Represents Animal Law Enforcement and the contracted jurisdictions in a professional and courteous manner at all times.
Handle complaints or customer concerns with professionalism and good judgement.
Involve a Supervisor or ALE Administrative Manager when necessary.
Maintain professionalism (attendance, punctuality, dress, actions, and speech) in all internal and external interactions.
Acts as a role model for the department and the organization.
Complies with all Animal Law Enforcement policies and procedures and training guidelines.
Assists citizens with interpretation and understanding of animal ordinances, department procedures, and responsible pet ownership.
Promotes Humane Society programs, services, and development.
Stays abreast of current industry trends, changes in ordinances, and policy and procedures.
Keeps Animal Law Enforcement Leadership informed of progress and potential conflicts.
As assigned, safely and properly trains, coaches and assists trainees and individuals completing cross training with all of Animal Control Officer positions.
Provide appropriate and constructive feedback to others on a peer to peer level.
Promptly reports violations of policy and procedure and/or conduct unbecoming to Animal Services Leadership.
Strives to maintain a positive and professional attitude at all times.
Anticipates difficult situations before they arise and deals with them accordingly.
Resolves conflict while promoting a responsible community where animals are inherently valued, and owners are committed to their pets.
Live answers incoming calls for service when possible which includes a large variety of animal related calls.
Responds to any calls that go to voicemail throughout the shift and must be completed by end of the day.
Obtains all crucial information necessary, determines if probable cause to investigate and carefully documents all essential information.
Dispatches Animal Control Officers utilizing radios and other communication devices in an expedient manner.
Communicates clearly and concisely.
Remains calm and courteous to all customers, co-workers and animals.
Provide compassionate care and services for customers in various emotional states.
Understands geographical locations for which the department provides services and surrounding areas.
Enters all Field Service related Data Entry, which includes, Officer reports, Summonses, Written Warnings, Owner and Animal sensitive and confidential information into the Chameleon system.
Completes various duties associated with animal licensing programs for all divisions of the Animal Law Enforcement Department.
Serves as a contact person to the public regarding license procedures, fees, questions, etc.
Processes animal bites to ensure public health and safety.
When assigned, operates HSPPR vehicles in a safe and prudent manner.
Keep work areas clean and tidy.