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 is the primary contact for campus facilities questions and concerns and supports routine and emergency facilities management across academic, administrative, and residential settings. Responsibilities include evaluating and responding to service requests, dispatching field personnel, coordinating emergency responses and notifications, and monitoring and maintaining card access systems. The position works assigned shifts, including off-shift hours, weekends, and holidays, to support continuous operations. It is classified as on call and essential during University emergency closings. Work takes place in a standard office or indoor university environment and involves minimal physical exertion.

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 customer relationships and harmonious working relationships.
Ability to work under pressure in a fast-paced environment, multitask, think critically, and solve problems.
Sound judgment in promptly responding to emergencies, dispatching personnel, resolving urgent issues, and escalating matters to leadership.
Ability to understand and communicate work-related repair and maintenance information.
Sound judgment and discretion in 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.
Availability to work assigned shifts, including off-shift hours, weekends, and holidays as necessary to support 24/7/365 operations.

Responsibilities

Serve as the primary contact for campus facilities questions and concerns.
Evaluate concerns received by phone or through the online maintenance request system and initiate appropriate responses, including assigning work, following emergency procedures, escalating issues, conducting callbacks, and notifying affected students, faculty, and staff.
Coordinate facilities personnel responses to emergency situations.
Receive and relay maintenance trouble calls and communicate request details to appropriate personnel and agencies, including Facilities & Campus Services, UMPD, Johnson Controls, Otis Elevator, Simplex, and UMass EH&S.
Manage off-hour access control by verifying identities and dispatching staff to grant access.
Process and monitor maintenance in the card access system.
Coordinate health and safety monitoring, including confined space, EH+S F1, Watch Tour, and fire alarm response.
Execute campus-wide emergency communications and internal Facilities leadership communications through a computerized notification system.
Monitor building control system alarms, such as Metasys, and notify appropriate campus personnel.
Create activity and analysis reports about 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.
Participate in the Facilities and Campus Services Operational Services team to develop, review, and modify policies and procedures.
Perform other duties as assigned.