Operations Center Specialist

Grand Forks, ND
Apr 24, 2021
Employment Type
Full Time
Institution Type
Four-Year Institution
Position Information: Description

The 24/7 Operations Center is responsible for receiving, coordinating, and dispatching emergency and non-emergency calls related to overall campus operations.  The Operations Center is also responsible for central station monitoring for critical UND systems.  This position works as part of a team within 24/7 Operations Center.

Duties & Responsibilities
  • Answer calls for service and dispatch of appropriate personnel; responsible for customer focused service
  • Answer incoming calls for service and safety using proper telephone etiquette
  • Evaluate and prioritize incoming calls, communicating effectively with various callers to obtain complete information to determine urgency and need for dispatch
  • Exercise independent judgment while following appropriate procedures and policies in choosing the appropriate order in which to complete assigned tasks and initiate proper responses by other UND staff
  • Utilize computer and hardcopy University databases to assemble and provide information as appropriate
  • Performs other related operator and dispatch duties as may be assigned by the department

Operate security and building automation control and maintenance systems; locate, implement, and document required changes as needed per the request received from Facilities Management staff; prepare and maintain departmental records.

  • Evaluate nature and location of the alarm and provide timely notification and/or dispatch of appropriate personnel in accordance with operational procedures
  • Responsible for proper documentation of all alarms and central points
  • Responsible for immediate notification of all fire/life/safety alarms, dispatching of appropriate emergency response personnel and follow-up notifications for other personnel in accordance with operation procedures
  • Responsible for the safety and security of all audio and video recorded data
  • Prepare and maintain official records and actions taken
  • Input, update, request, transmit, and query information from a variety of sources to maintain accurate records
  • Accurately enter inquiry information into various database systems

Follow established procedures for issuing to or returning keys:

  • From UND buildings/offices to faculty, staff, students
  • To/from pre-authorized UND maintenance staff on a daily basis
  • To/from pre-authorized vendors/contractors either on a daily basis or for the duration of a specific project
  • Prepare and maintain official records and actions taken
  • Responsible for the safety and security of all keys or building access devices distributed from the Operations Center

Other Duties:

  • Assist in timely and appropriate dispatch of officers and first responders during incident response
  • Assist and provide back up during an emergency situation
  • Work within the National Incident Management System (NIMS) and when required, participates in the UND Emergency Operations Plan and associated operations implementation to include notification of response personnel for the Emergency Management Team
  • Responsible for timely response, situational awareness and dispatching for 911 calls for UND’s jurisdiction in coordination with the Grand Forks Public Safety Answering Point (PSAP) and local and regional emergency services
  • With appropriate authorization, transmits emergency mass notification messages and/or timely warnings
  • Monitor weather conditions and operates UND's mass notification equipment when authorized
  • Monitor virtual emergency management systems and mobile safety apps
  • Perform other emergency management duties as assigned by the department
  • Will analyze situations quickly and objectively and determine proper course of action
  • Will use strong organizational/prioritization/detail-oriented abilities, interpersonal/oral/written communication skills, and customer oriented/service attitude
  • Will perform multiple tasks during highly stressful situations with fluctuating workloads, frequent distractions and interruptions, and complete heavy workloads with established timeframes
  • Will use excellent interpersonal skills to build effective, courteous and professional working relationships with a diverse customer service base
  • Will use Initiative, resourcefulness, integrity and dedication to timeliness to achieve high customer satisfaction levels
  • Will perform detailed work with a high degree of accuracy
  • Will consistently speak in a clear, well-modulated voice, with proper telephone etiquette
  • Will type at a speed necessary for successful job performance with high degree of accuracy
  • Will use knowledge of various technologies, such as telephone systems, personal computer, two-way radios, computer-aided (CAD) systems
Minimum Requirements
  • Associate’s degree in a related field or equivalent experience
  • 2 years related work experience in emergency management, emergency dispatch, operations, or equivalent
  • Experience with Operations Center Software and systems or equivalent, including building automation, security alarms, electronic door access, camera surveillance, mass notification, and virtual emergency management.
  • Experience with Microsoft Word and Excel
  • Successful completion of criminal history background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire.

Preferred Qualifications
  • Experience with FAMIS
  • Experience with TDD equipment
Minimum Hiring Salary/Position Classification

$31,000/annual, Full-Time, Benefited, Non-Exempt

Work Schedule/Start Date

Must be able to work various shifts, to include weekend and holidays.


Includes single or family health care coverage (premiums paid for by the university), basic life insurance, EAP, retirement plan, tuition waiver, annual and sick leave. Optional benefits available: supplemental life, dental, vision, flexible spending account, supplemental retirement plans.

To Apply

For full consideration, all application materials must be fully submitted by 11:59PM on the closing date.

Additional Information

To find out why living and working in Greater Grand Forks is way cooler, check out Grand Forks is Cooler.

All information listed in this position announcement will be used by Human Resources, the Hiring Department, and EO/Title IX for screening, interviewing and selection purposes.

Confidentiality of Application Materials

Pursuant to NDCC 44-04-18.27, applications and any records related to the applications that identify an applicant are confidential, except records related to the finalists of the position, which are open to the public after the search committee has identified the top three finalists who will be invited to campus.

EEO Statement

The University of North Dakota is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or other protected characteristic. Women, minorities, veterans, individuals with disabilities, and members of other underrepresented groups are especially encouraged to apply. Applicants are invited to provide information regarding their gender, race and/or ethnicity, veteran’s status and disability status as part of the application process. This information will remain confidential and separate from your application.

Veteran’s Preference

Veterans claiming preference must submit all proof of eligibility by the closing date. Proof of eligibility includes a DD-214 or NGB 22 and if claiming disabled status, a current letter of disability from the VA dated within the last 12 months.

Clery Statement

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the University of North Dakota publishes an Annual Security and Fire Safety Report. The report includes the university’s policies, procedures, and programs concerning safety and security, as well as three years’ of crime statistics for our campus. As a prospective employee, you are entitled to a copy of this report. The report and statistical data can be found online at UND.edu. You may also request a paper copy of the report from the UND Police Department located at 3851 Campus Road, Grand Forks, ND, 58202.

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