Lead Dispatcher, Public Safety

San Manuel • Highland, CA

4d • Onsite

About The Position

Under the direction of the Manager, Dispatch Shift, the Lead Dispatcher supports emergency and non-emergency operations by managing communications through phone, radio, and computer-aided dispatch (CAD) systems. This role ensures timely and accurate dispatching of personnel, maintains contact with field units, and updates supervisory staff as needed.

Requirements

• High School diploma or General Education Development (GED) required.
• Minimum four (4) years of customer service experience required.
• Must have an intermediate knowledge of the following:
• Communications rules and regulations governing operation of radio and telephone transmitting and receiving systems.
• Standard radio broadcasting and dispatch procedures and policies.
• Landmarks on the reservation, Tribal properties, casino locations, geographic boundaries and streets on the reservation and in the surrounding area.
• Policies and procedures for receiving and processing emergency and non-emergency calls for service.
• Public Safety radio codes, ten codes, phonetic alphabet, and practices and procedures.
• Criminal and civil law including tribal codes and ordinances.
• Maintains familiarity with locations of streets, landmarks and properties on and off the reservation and in the casino.
• Must be able to accurately type with a speed of at least 35 words per minute, have intermediate proficiency in the Microsoft Office Suite, Computer aided dispatch (CAD) software and other office equipment.
• Must have the ability to distinguish between emergency and non-emergency calls.
• Must be able to use creative and proactive problem-solving skills in unusual situations by exercising good judgment and making sound decisions quickly during emergencies.
• Ability to communicate and elicit information from upset and/or irate customers, Tribal members or team members.
• Ability to listen to incoming information (phone or radio) and absorb spoken instructions and/or information from other dispatchers or dispatcher leadership.
• Must have the ability to focus exclusively on incoming information recognized as crucial, or emergency in nature and avoiding distractions.
• Ability to understand and follow oral, written, and electronically transmitted instructions.
• Must be able to establish and maintain positive working relationships with team members, supervisors, law enforcement and/or fire department personnel.
• At 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.

Nice To Haves

• Associates degree in a related field preferred.
• Prior experience in a dispatcher role, working in a high-volume call center preferred.

Responsibilities

• Mentors, trains, and reviews the work of dispatch team members, with the general direction of a Shift Manager. Assists Dispatch Shift Managers with day-to-day support by identifying and correcting process or procedural deficiencies as needed.
• Monitors alarm systems, analyzes recorded and live surveillance video of non-gaming activities to detect any suspicious activity that may pose a risk to team members, vendors, guests, Tribal residents or casino operations.
• Operates multiple communications systems to coordinate emergency calls and relay information and assistance requests involving law enforcement agencies and other San Manuel Departments.
• Receives, screens, and enters routine and emergency calls related to the enterprise through the CAD system. Dispatches calls and messages for DPS units, sustains contact with all units on assignment, maintains accurate status and location of DPS units, keeps daily-computerized logs of all field/ facility calls, and units/officers dispatched. Assists in operational decision-making with department leadership.
• Determines the appropriate amount of support needed to dispatch taking into account time of day, description, location, units available, and probable degree of hazard to the responding units.
• Coordinates with law enforcement agencies and other departments to conduct threat analysis and risk assessments, as needed. Enters BOLO information into the CAD system.
• Performs camera checks and inputs Surveillance technical work orders or malfunction forms and reports any other problems pertaining to surveillance.
• Assists Dispatch Shift Managers in the creation of emergency notifications. Notifies appropriate department leadership of emergency and unusual situations.
• Performs other duties as assigned to support the efficient operation of the department.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED