Call Center Specialist
Director of University Police
Proposed Salary Range
Type of Employment: Staff
Employment Status: Full time (29-40 Hrs)
The Call Center Specialist is responsible for providing emergency assistance and response through the use of communications equipment. This position is governed by state and federal laws and agency/institution policy.
Duties & Responsibilities:
Call Center Specialists have frequent contact with department personnel, university officials, and local law enforcement agencies. Operates computer consoles, video monitoring equipment and other communication devices in the public safety department to receive requests for assistance; identifies the nature of the situation and dispatches public safety officers and/or other personnel as required.
Receives 911 emergency calls and monitors fire and security alarm systems, determines the type and severity of the emergency and alerts the proper authority.
Maintains accurate records of calls and other communication transmissions and enters the information into a computer for preparation of written transcripts and reports.
Coordinates the activities of field officers with superior officers and local law and fire authorities and develops positive communication links for active participation during possible disasters and emergencies.
Assists public safety officers in the preparation of reports; prepares incident reports; submits crime statistics to the National Crime Information Center and other organizations as required.
Maintains appropriate paperwork relevant to incident numbers, ACIC entries, and radio logs.
Presents a professional attitude toward both the public and staff at all times. Dispatchers will be helpful and display a positive attitude toward all persons contacted.
Uses codes appropriately and effectively to minimize radio talk time.
Manages work load effectively to efficiently keep with the university and the police departments mission statements, executes direction and plans from superiors, and works effectively with superiors, peers, and profits from constructive criticism.
Provides full-time dispatch duties consisting of (1) transmitting and receiving telecommunications via radio to/from officers. (2) logging activities and emergency notes on computerized log and emailing log to various university officials.
Operate the ACIC terminal to run driver and vehicle licenses, names, and/or other information as requested by officers or parking services. Operating the ACIC (Arkansas Crime Information Center) requires being certified by the State of Arkansas and is held legally accountable for information that is requested and distributed. Dispatcher also acknowledges terminal messages in a timely manner.
Call Center Specialist is responsible for dispatching emergency personnel (fire department, ambulance, etc.), monitoring and responding to two (2) alarm systems for the general campus and Fowler Center, as well as monitoring two separate emergency phones, and speaking to individuals who have activated an emergency phone located on campus or in the elevators.
Answer calls and requests for parking services for vehicle license information and to request officers to stand by with vehicle when towing vehicles and other requests.
Able to reason through a problem and come to an acceptable conclusion in routine situations, make reasonable decisions based on information available, and makes good decisions without assistance.
Adheres to the chain-of-command and accepts his/her role in the organization.
Passes on appropriate information to other officers and dispatchers on other shifts. Dispatcher is supportive and team oriented and communicates with all members of the department effectively and positively.
Performs related responsibilities as required or assigned.
Knowledge of communications operating procedures and advanced first aid.
Ability to operate broadcasting and receiving equipment, advise others in emergency treatment procedures, keep routine records, and read maps.
Shift work including nights, weekends, and holidays.
Operational knowledge of, and ability to operate the Emergency Alert System, Phone recording system, and camera systems in a timely and efficient manner.
The formal education equivalent of a High School Diploma
Two (2) years of training and/or experience in radio dispatch, first aid, or related field.
Other job related Education and/or Experience may be substituted for all or part of these basic requirements, except for certification or licensure requirements, upon approval or the qualifications review committee.
Arkansas State University is a public, multi-campus higher education system with enrollment in excess of 22,000 students. Approximately 14,000 students attend the Jonesboro campus where the student body is diverse. The campus has a renewed focus on international student recruitment and capital campaign development. Jonesboro has a population of approximately 67,000 and is located 70 miles northwest of Memphis (www.jonesborochamber.org).
EEO Statement: It is the policy of Arkansas State University to provide equal employment opportunity to all qualified persons; to prohibit discrimination against any employee or applicant for employment because of race, color, ancestry, religion, gender, age, disability, genetic information, national origin, status as a veteran or other status protected by law; and to promote the full realization of equal employment opportunity through a positive continuing program of affirmative action.