Animal Services Dispatcher

City of Garland•Derwood, MD

15d

About The Position

The Animal Services Dispatcher provides centralized communication, call intake, and administrative support for Animal Services operations. The dispatcher is the primary point of contact for residents requesting animal-related services and coordinates the dispatch of Animal Services Officers to service calls. The role supports field operations by prioritizing calls, maintaining accurate records, and facilitating communication among officers, the public, and other departments. It does not involve field enforcement or direct animal handling, but requires working knowledge of animal services operations, city ordinances, and customer service best practices.

Requirements

High school diploma or General Equivalency Diploma (GED).
One year of experience in customer service, dispatch, call center operations, public safety support, or a related field.
Basic Animal Control Officer Certification or ability to obtain it within six months.
A valid Class C Texas driver's license.
Ability to handle difficult or emotional interactions professionally.
Ability to multitask and work effectively in a fast-paced, high-stress environment.
Strong verbal and written communication skills.
Ability to prioritize calls and make sound decisions about service response.
Basic knowledge of animal services operations, animal behavior, and municipal ordinances.
Proficiency with computer systems, including records management and dispatch software.
Ability to maintain accurate records and documentation.
Ability to work independently while supporting a team environment.
Ability to monitor and interpret radio communications while entering data simultaneously.
Equivalent combinations of education and experience sufficient to successfully perform the essential functions of the job may be considered.

Nice To Haves

Experience in animal services, code enforcement, or public safety dispatch.
Bilingual English/Spanish ability.

Responsibilities

Receive and process incoming calls concerning animal complaints, bites, stray animals, and other concerns.
Prioritize calls and dispatch Animal Services Officers based on urgency, public safety, and available resources.
Maintain communication with field staff by radio and phone, including monitoring multi-channel radio traffic.
Document service requests, case notes, and officer activity in the City’s records management system.
Provide residents with information and guidance about animal services, city ordinances, and available resources.
Route non-emergency inquiries appropriately and help resolve them when possible.
Maintain logs of calls for service, officer assignments, and daily activity for reporting.
Prepare reports, correspondence, and other documentation as directed by supervisory staff.
Coordinate with internal departments, including Police, Code Compliance, and Health, and with external agencies as needed.
Maintain confidentiality of sensitive information, including enforcement actions and personal data.
Support emergency or high-volume call situations, including natural disasters or disease outbreaks.
Provide general administrative support to Animal Services staff as assigned.