Under the direction of the Manager, Dispatch Shift, the Lead Dispatcher supports the Department of Public Safety (DPS) and other departments by directing emergency calls through the phone system, radio, and computer-aided dispatch (CAD) system. The Lead Dispatcher assists with specialized duties within the communication center, mentors and trains Public Safety Dispatchers, and performs the duties of a dispatcher as directed by Dispatch leadership. The Lead Dispatcher is responsible for performing a wide variety of specialized clerical duties involved in the preparation, maintenance, release of materials, and securing and recording information pertinent to all emergency and non-emergency request for service. As part of their role, the Lead Dispatcher uses voice radio to dispatch equipment in accordance with predetermined plans, notifies appropriate supervision on duty, maintains radio contact with DPS team members on assignment, updates supervising officers, and transmits additional files as needed. This position also enters “Be on the Lookout (BOLO)” information issued from DPS, other San Manuel departments, or other allied law enforcement agencies into the CAD system.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.    Mentors, trains, and reviews the work of dispatch team members, with the general direction of a Shift Manager. Assists Dispatch Shift Managers with day-to-day support by identifying and correcting process or procedural deficiencies as needed.2.    Monitors alarm systems, analyzes recorded and live surveillance video of non-gaming activities to detect any suspicious activity that may pose a risk to team members, vendors, guests, Tribal residents or casino operations.3.    Operates multiple communications systems to coordinate emergency calls and relay information and assistance requests involving law enforcement agencies and other San Manuel Departments.4.    Receives, screens, and enters routine and emergency calls related to the enterprise through the CAD system. Dispatches calls and messages for DPS units, sustains contact with all units on assignment, maintains accurate status and location of DPS units, keeps daily-computerized logs of all field/ facility calls, and units/officers dispatched. Assists in operational decision-making with department leadership.5.    Determines the appropriate amount of support needed to dispatch taking into account time of day, description, location, units available, and probable degree of hazard to the responding units.6.    Coordinates with law enforcement agencies, other departments to conduct threat analysis and risk assessments, as needed. Enters BOLO information into the CAD system.7.    Performs camera checks and inputs Surveillance technical work orders or malfunction forms, and reports any other problems pertaining to surveillance8.    Assists Dispatch Shift Managers in the creation of emergency notifications.  Notifies appropriate department leadership of emergency and unusual situations.9.    Performs other duties as assigned to support the efficient operation of the department.

 EDUCATIONAL, EXPERIENCE AND QUALIFICATIONS

High School diploma or General Education Development (GED) is required.

Associates degree in a related field is preferred.

Minimum of four (4) years of customer service experience required.

Prior experience in a dispatcher role, working in a high-volume call center is preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

Must have an intermediate knowledge of the following: 

Communications rules and regulations governing operation of radio and telephone transmitting and receiving systems.  

Standard radio broadcasting and dispatch procedures and policies.  

Landmarks on the reservation, Tribal properties, casino locations, geographic boundaries and streets on the reservation and in the surrounding area.  

Policies and procedures for receiving and processing emergency and non-emergency calls for service.  

Public Safety radio codes, ten codes, phonetic alphabet, and practices and procedures.  

Criminal and civil law including tribal codes and ordinances.  

Maintains familiarity with locations of streets, landmarks and properties on and off the reservation and in the casino. 

Must be able to accurately type with a speed of at least 35 words per minute, have intermediate proficiency in the Microsoft Office Suite, RiMS computer aided dispatch software and other office equipment. 

Must have the ability to distinguish between emergency and non-emergency calls.  

Must be able to use creative and proactive problem solving skills in unusual situations by exercising good judgment and making sound decisions quickly during emergencies.  

Ability to communicate and elicit information from upset and/or irate customers, Tribal members or team members.  

Ability to listen to incoming information (phone or radio) and absorb spoken instructions and/or information from other dispatchers or dispatcher leadership.  

Must have the ability to focus exclusively on incoming information recognized as crucial, or emergency in nature and avoiding distractions.  

Ability to understand and follow oral, written, and electronically transmitted instructions.  

Must be able to establish and maintain positive working relationships with team members, supervisors, law enforcement and/or fire department personnel.  

REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS

At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

Select One of the Following:

☐ Authorized Driver: Role requires operation or driving of Tribe-owned vehicles or driving patron vehicles. A valid driver’s license with an acceptable driving record as determined by the insurance carrier is required.

☐ Driving Responsibilities: Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles.

☒ No Driving Responsibilities: Role does not require a driver’s license or insurance.

Must possess a California Peace Officer Standards & Training (POST) Basic Dispatch Certificate or obtain certification within one year of employment. 

San Manuel will make reasonable accommodations in compliance with applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!

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