Operations Center Specialist

University of North Dakota•Grand Forks, ND

3d•Onsite

About The Position

The Operations Center Specialist works in the 24/7 Operations Center at the University of North Dakota (UND), receiving, coordinating, and dispatching emergency and non-emergency calls related to campus operations. The Center also monitors critical UND systems and manages campus electronic and key access. This position is onsite at UND's Grand Forks, North Dakota campus, works 40 hours per week, and requires availability every other weekend. Schedules may rotate among days, evenings, overnights, and holidays. The Specialist answers and prioritizes calls, coordinates dispatches with the 911 center and facilities personnel, documents incidents and responses, and helps manage responses to emergencies. The role also operates security and building automation systems, maintains records, handles keys and electronic door access, monitors facility access, and supports emergency management activities, including mass notifications and coordination with local and regional responders.

Requirements

Three years of post-secondary education or experience in dispatch, call center, emergency response, facilities, customer service, or a related operational environment.
Professional experience with Microsoft Word, Excel, and Outlook.
Successful completion of a Criminal History Background Check.
Ability to interact and communicate effectively with visitors, students, faculty, staff, and coworkers.
Ability to work effectively under pressure, manage multiple projects simultaneously, and meet established goals and objectives.
Strong written, oral, and listening communication skills.
Ability to assess situations, consider alternatives, weigh potential risks, and choose an appropriate course of action.
Ability to establish priorities and organize work logically, make decisions, and advise appropriate personnel.
Ability to work effectively as part of a cohesive team, support team members, and treat others with respect.
Ability to work flexible hours, including evenings, weekends, and holidays.
Ability to maintain a calm, courteous, and objective attitude and diffuse adverse situations using negotiation and persuasion skills.
Ability to create text documents and spreadsheets using Microsoft Word and Excel.
Must verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire; the position does not support visa sponsorship for continued employment.

Nice To Haves

Experience with Operations Center software and systems or equivalent, including building automation, security alarms, electronic door access, camera surveillance, and mass notification.

Responsibilities

Answer, evaluate, prioritize, and dispatch calls for service, emergencies, alarms, and security-related incidents, providing customer-focused service.
Coordinate with the 911 center to dispatch first responders and dispatch facilities personnel as appropriate.
Document calls, incidents, activities, responses, alarms, and actions in logs and computerized or official records.
Coordinate responses to medical incidents, fire alarms, security breaches, suspicious activity, severe weather, and other emergencies.
Use independent judgment and established procedures to prioritize tasks and initiate appropriate responses.
Operate security and building automation control and maintenance systems, implement and document requested changes, and maintain departmental records.
Notify and dispatch appropriate personnel in response to alarms, including immediate notification of fire, life, and safety alarms and required follow-up notifications.
Protect the safety and security of audio and video recorded data.
Issue and receive keys and electronic door access devices, maintaining records and ensuring the security of distributed keys and devices.
Schedule doors to lock or unlock for special events and approve or remove electronic door access requests in the EBI security manager.
Monitor facility access and respond to visitor management and access control requests; troubleshoot electronic door access questions or concerns.
Assist with timely dispatch of officers and first responders, and provide backup for the Operations Center Manager during emergencies.
Coordinate emergency response activities involving electric, water, wastewater, gas, and other utility services.
Work within the National Incident Management System and, when required, participate in UND Emergency Operations Plan implementation, including notifying Emergency Management Team or Crisis Response Team personnel.
Coordinate with the Grand Forks Public Safety Answering Point and local and regional emergency services regarding 911 calls within UND's jurisdiction.
Transmit authorized emergency mass notifications or timely warnings, monitor weather conditions, and operate UND mass notification equipment when required.
Perform other related operator, dispatch, and emergency management duties as assigned.