401-Security - 4117-401 Lead Dispatcher

Village Management Services•Laguna Woods, CA

6d•Onsite

About The Position

Under general supervision, the Lead Security Dispatcher provides advanced support and leadership within the Security Dispatch Center. This position oversees daily dispatch operations, ensures accurate and timely communication with field personnel, and assists in training and mentoring dispatch staff. The Lead Security Dispatcher serves as the primary point of contact for shift-related issues, helps maintain operational efficiency, and supports the Dispatch Supervisor or Security Manager with administrative and operational responsibilities.

Requirements

Graduation from high school and a minimum of 2–3 years experience as a dispatcher in security, law enforcement, fire, EMS, or related field emphasizing extensive phone and radio contact, or any equivalent combination of education and experience which produces the following:
Knowledge of dispatch protocols, radio communication, and emergency response procedures.
Knowledge of Computer Aided Dispatch (CAD) systems, radios, and Microsoft Office Suite.
Knowledge of the occupational hazards and safety precautions of the job.
Ability to think, communicate, and act quickly, calmly and accurately in emergency situations.
Ability to formulate and deliver, and to understand and follow oral and written directions.
Ability to handle varied and competing priority tasks simultaneously.
Ability to learn, recall and apply controlling rules, regulations and procedures.
Ability to learn the geography of Laguna Woods Village and surrounding area.
Ability to type a minimum of 35 wpm.
Ability to communicate pleasantly and effectively with residents and guests and to relate to the needs and concerns of senior citizens.
Ability to maintain effective working relationships with other employees and the public and to deal with public relations problems courteously and tactfully.

Nice To Haves

Proven leadership, mentoring, or supervisory experience preferred.

Responsibilities

Answer emergency and non-emergency calls for service in a professional and efficient manner.
Dispatch patrol officers, and other security personnel to incidents and service requests.
Monitor radio communications, ensuring clear, accurate, and timely information is relayed.
Maintain accurate logs of calls, incidents, and patrol activity.
Prioritize multiple calls for service and allocate resources appropriately.
Serve as the on-shift lead for dispatch staff, providing direction, guidance, and support.
Mentor and coach new and existing dispatchers in call-taking, radio procedures, and customer service.
Assist with scheduling adjustments, ensuring proper coverage of the Dispatch Center.
Provide feedback to the Dispatch Supervisor or Security Management regarding dispatcher performance.
Review dispatch logs for accuracy and completeness.
Ensure dispatch staff follow established protocols, policies, and procedures.
Assist with maintaining updated contact lists, emergency procedures, and communication resources.
Support the development and implementation of training materials and best practices.
Provide input on process improvements to enhance the efficiency of the Dispatch Center.
Regular attendance required.
All duties performed on-site for the Community.
Works effectively with co-workers, residents, and others by sharing ideas in a constructive and positive manner; listens to and objectively considers ideas and suggestions from others; keeps commitments; keeps others informed of work progress and issues.
Addresses problems and issues constructively to find mutually acceptable and practical business solutions.
Addresses others by name, title, or other respectful identifier; and respects the diversity of our workforce in actions, words, and deeds.