Communications Dispatcher II (Facilities Services)

UMass Amherst•Amherst, NY

1d•Onsite

About The Position

The Communications Dispatcher II operates with considerable independence to maintain the 24/7/365 Facilities Service Center. The role supports routine and emergency facilities management for academic, administrative, and residential areas. It serves as the primary contact for campus facilities questions and concerns and involves dispatching field personnel, processing and reviewing online service requests, managing emergency communications, and monitoring and maintaining card access.

Requirements

High school diploma or equivalent.
At least one year of customer service experience.
At least one year of office experience.
Ability to speak, read, and write English clearly and concisely.
Excellent interpersonal skills and ability to establish and maintain relationships with customers.
Ability to foster and maintain harmonious relationships with others.
Ability to work under pressure in a fast-paced environment, multitask, think critically, and solve problems.
Ability to exercise sound judgment when responding promptly to emergencies, dispatching personnel, resolving urgent issues, and escalating matters to leadership.
Ability to understand and communicate work-related repair and maintenance information.
Ability to use sound judgment and discretion when handling confidential information.
Ability to organize, plan, and complete assignments with minimal direction.
Ability to work and communicate with diverse populations.
Computer proficiency with Microsoft Office, including word processing, databases, spreadsheets, and online file storage.
Ability to work independently.
Willingness to accept new projects or tasks.
Ability to work assigned shifts, including weekends and holidays, and support a 24/7/365 operation.

Responsibilities

Serve as the primary contact for campus facilities questions and concerns, evaluating requests received by phone or through the online maintenance request system and determining the appropriate response.
Assign tasks to maintenance, custodial, and contractor personnel; initiate emergency procedures, escalations, and callbacks; and notify affected students, faculty, and staff.
Coordinate facilities personnel responses to emergencies and relay maintenance trouble calls and request details to field personnel and appropriate departments and agencies.
Manage off-hour access control by verifying identities, dispatching staff to grant access, and processing and monitoring card access system maintenance.
Coordinate health and safety monitoring, including confined space, EH+S F1, Watch Tour, and fire alarm response.
Use the computerized notification system to manage campus-wide emergency communications and internal Facilities leadership communications.
Monitor building control system alarms and use independent judgment to notify appropriate campus personnel.
Create activity and analysis reports on facilities maintenance through the computerized maintenance management system and online service logs.
Prepare correspondence, reports, charts, graphs, forms, and financial data using computers and associated software.
Collaborate in training new full-time staff on protocols, processes, and responsibilities.
Contribute to the Facilities and Campus Services Operational Services team’s development, review, and modification of policies and procedures.
Work assigned shifts, including off-shifts, weekends, and holidays, to support 24/7/365 operations.
Perform other duties as assigned.