Staff_0402728

Service Maintenance

Call Center Operator/ Police Dispatcher

SASE5CACTROP1A

2080

$14.00 - $16.00 per hour

Regular

Non-Exempt (Service Maintenance)

The Call Center Operator/Police Dispatcher is responsible for delivering high standards of service to students, faculty, staff, and community members by making the most effective and efficient use of call-center staff and technology resources and will perform duties associated with emergency and non-emergency response of a campus police department to service calls and inquiries received through on-scene observations, telecommunications, emergency alarms and personal contact with campus patrons.

Communications Coordinator

None

High School diploma or GED

Ability to operate telephone.

Ability to work flexible and weekend schedule.

Ability to communicate in a clear and concise manner.

Ability to obtain, note and transfer details to appropriate personnel.

Ability to effectively prepare, organize, file and retrieve written forms, logs and report documents.

Ability to operate office business equipment (i.e. scanners FAX and Copiers).

Ability to respond effectively and calmly with difficult or irate callers.

Ability to remain calm.

Ability to use computer keyboard and mouse.

Ability to utilize moderately complex computer software programs.

Ability to use a two-way radio.

Ability to recognize critical situations and organize actions following protocols and standards for emergency responses.

1. GENERAL PHYSICAL REQUIREMENTS:
Light work: The person in this position may occasionally exert up to 20 pounds of force to grasp, lift, carry, push, pull or otherwise move objects..

2. PHYSICAL ACTIVITIES:
This position requires the person to frequently communicate with and listen to students, faculty, staff, and others to perform the essential functions of the position. Must be able to exchange accurate information in various situations.

This position requires the person to frequently operate a computer and other equipment to perform the essential functions of the position.

This position requires the person to frequently operate equipment that involves repetitive motions of hands and wrists.

This position requires the person to frequently position self to access materials that may be above head or at ground level.

This position requires the person to use upper and lower body to exert force up to 20 pounds to grasp or lift materials or equipment.

This position requires the person to frequently position self to work assist Police Department staff, customers, and work with equipment.

This position requires the person to perceive attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.

3. VISUAL ACUITY:
This position requires the person to judge, observe and assess the accuracy, neatness, thoroughness of work assigned or to make general observations.

4. WORKING CONDITIONS
This position performs the essential functions in an indoor, Campus Police Department office setting.

This position requires the person to occasionally be exposed to infectious diseases.

This position requires the person to occasionally function around prisoners, mental patients, uncooperative, agitated and hostile individuals.

Successful completion of some college credit hours.

College campus experience.

Experience in a call center.

Prior customer service training or experience.

Experience with moderately complex computer programs.

Experience with organizing, filing and retrieving documents from files.

Experience as a police dispatcher.

Experience with a law enforcement agency.

OLETS Certification active or expired.

Annual Campus Security Authority (CSA) Training

Work hours will be assigned to best meet the needs of the Campus Police Department. The Call Center Operator/Police Dispatcher is required to be available to work days, evenings, weekends, holidays, and overtime, as needed.

Campus Police Department

05/07/2021

Yes

Idalia Botello

(The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)

Accept incoming phone calls to OCCC primary connection and expeditiously connect to appropriate resource within college.
Correctly discern appropriate resources within OCCC to connect utilizing communication and analysis of callers need.
Makes appropriate connections based on training and orientation received pertaining to campus geography, key staff members, college departments, website navigation, activities and schedules for all campus locations.
Provide preliminary information to callers and visitors to campus as necessary.
Perform secondary assignments related to data entry, logging and information exchange.
Greet patrons visiting Campus Police Department when necessary, providing instructions or directions in person.
Assists with Lost and Found Property Management as needed.
Assists dispatch with issuing/receiving keys as needed.
Issues and retires parking permits for college faculty and staff.
Enter data into computer aided reporting system.
May perform other duties as assigned.
Greet visitors to the Campus Police Department with respect and courtesy.
Effectively receive, comprehend and respond to emergency and non- emergency incoming telephone, radio and other electronic communications directed to the Campus Police Department following established protocols.
Effectively obtain necessary details to facilitate a rapid, safe and comprehensive delivery of emergency services.
Effectively exchange information utilizing written or oral Communication.
Assign proper personnel to all service requests.
Recognize the need for external emergency resources and initiate communication with appropriate agencies.
Effectively monitor and utilize closed circuit television (CCTV) system, fire systems and security alarms to assist officers in maintaining a safe and secure campus.
Maintain a functional awareness of campus geography, events, schedules and key safety and security concerns.
Effectively maintain records related to incident reports, lost & found property, communication logs, traffic citations and service requests.
Effectively answer and connect non-emergency incoming telephone calls to OCCC PBX system when necessary.

Abide by the policies and procedures published in the Board of Regents Policies and College Policies & Procedures.
Contribute to a safe educational & working environment.
Adhere to established safety and health procedures and practices of providing injury and illness prevention for self and others.
Complete quarterly health and safety training pursuant to OCCC’s established safety and health procedures and practices.
Participate in all applicable OCCC emergency, evacuation, shelter in place drills, and be prepared to take action and assist others in taking appropriate action should a health or safety emergency occur.
This position has been identified as having significant responsibility for student and campus activities. The individual holding this position is designated as a Campus Security Authority (CSA). CSAs are required to report crimes they become aware of to the Reporting Structure at Oklahoma City Community College. Annual CSA training is required for individuals holding this position.