Mgr Dispatch Shift

San Manuel Casinos•Highland, CA

17h•Onsite

About The Position

Under the direction of the Manager, Security Operations Center (SOC), the Manager, Dispatch Shift, oversees daily shift operations. This role ensures the effective coordination of public safety communications by fostering partnerships with both internal stakeholders and external agencies, managing staff and scheduling to optimize workflow, providing guidance and training to facilitate timely execution, and resolving operational challenges through subject matter expertise. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Manages, assigns, and reviews dispatchers' work regarding receiving and processing emergency and non-emergency calls. Monitors phone and radio traffic to ensure procedural compliance, reviews case information entered into the computer-aided dispatch (CAD) and conducts quality assurance assessments to provide constructive feedback. 2. Investigate situations promptly and accurately, quickly adopting effective and reasonable courses of action with due regard to surrounding hazards and circumstances. Analyzes existing policies and procedures, recommending changes to increase efficiency and effectiveness. 3. Serves as a representative of the Department of Public Safety Security Operations Center (DPS SOC) to internal customers, vendors and visiting guests. Interprets and provides guidance to operational and procedural inquiries from team members, tribal citizens, patrons, and guests. Completes notifications to appropriate stakeholders as needed. Manages public inquiries and complaints by phone, ensuring a high standard of customer service and courtesy to foster and maintain positive relationships. 4. Delivers comprehensive reports, analyzes phone records and recordings, and CAD data to department management. Reviews statistical data pertaining to Security operations center and team member performance making procedural adjustments as necessary. 5. Operates and monitors the CAD, phone and radio communications systems. 6. Coordinates with department management concerning events and activities that may trigger the initiation of the notification process. 7. Responsible for the oversight and monitoring of alarm systems and analyzing both recorded and live surveillance footage of non-gaming activities to identify any suspicious behavior. 8. Conducts threat analysis and risk assessments in collaboration with law enforcement agencies and other internal departments as necessary. 9. Performs other duties as assigned to support the eﬃcient operation of the department.

Requirements

Associate's degree required.
Minimum five (5) years of experience in a customer service environment, preferably dealing with high volume calls within a Public Safety department or related experience required.
Must possess the capability to remain calm under stressful conditions, exercise reasonable judgment, promptly and accurately analyze situations, quickly adopt prompt, effective, and reasonable course of action, considering hazards faced by responding team member.
Demonstrated knowledge and familiarity with the enterprise organizational and operational structure, and related enterprises.
Must be able to obtain and maintain a considerable knowledge of the reservation gates, residences, access points as well as casino geography and a general knowledge of highways, main streets, major buildings and jurisdictional boundaries.
Must maintain current knowledge of all DPS policies and procedures, specifically those related to the Dispatch Center.
Must have the ability to apply a high level of initiative, discretion, and tact when performing tasks.
Must have operational knowledge of the National Incident Management System (NlMS) and Incident Command functions, and the ability to complete required training as assigned.
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.

Nice To Haves

Minimum two (2) years supervisory experience preferred.
Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

Responsibilities

Manages, assigns, and reviews dispatchers' work regarding receiving and processing emergency and non-emergency calls.
Monitors phone and radio traffic to ensure procedural compliance, reviews case information entered into the computer-aided dispatch (CAD) and conducts quality assurance assessments to provide constructive feedback.
Investigate situations promptly and accurately, quickly adopting effective and reasonable courses of action with due regard to surrounding hazards and circumstances.
Analyzes existing policies and procedures, recommending changes to increase efficiency and effectiveness.
Serves as a representative of the Department of Public Safety Security Operations Center (DPS SOC) to internal customers, vendors and visiting guests.
Interprets and provides guidance to operational and procedural inquiries from team members, tribal citizens, patrons, and guests.
Completes notifications to appropriate stakeholders as needed.
Manages public inquiries and complaints by phone, ensuring a high standard of customer service and courtesy to foster and maintain positive relationships.
Delivers comprehensive reports, analyzes phone records and recordings, and CAD data to department management.
Reviews statistical data pertaining to Security operations center and team member performance making procedural adjustments as necessary.
Operates and monitors the CAD, phone and radio communications systems.
Coordinates with department management concerning events and activities that may trigger the initiation of the notification process.
Responsible for the oversight and monitoring of alarm systems and analyzing both recorded and live surveillance footage of non-gaming activities to identify any suspicious behavior.
Conducts threat analysis and risk assessments in collaboration with law enforcement agencies and other internal departments as necessary.
Performs other duties as assigned to support the eﬃcient operation of the department.