Field Services Dispatcher

2 weeks ago

Washington, United States Humane Rescue Alliance Full time
Job DescriptionJob Description

Job Summary:

Receive phone requests, evaluate, and dispatch routine and emergency calls to Animal Control Officers (ACO), Animal Control Investigators (ACI), and Humane Law Enforcement Officers (HLE) in the field.

Duties and Responsibilities:

  • Receive and dispatch emergency and non-emergency telephone calls from public and law enforcement agencies relating to DC Animal Control laws and HLE matters, in addition to shelter operations.
    • Provide prompt, courteous, efficient high-quality service to members of the public by personally responding to requests for service or making appropriate referral.
    • Accurately document multiple or emergency messages and maintain logs and records.
    • Elicit information from callers, evaluate telephone calls, and take proper action to resolve complaint or other animal control or HLE issue.
    • Enter complaint information into database and track calls through dispatch spreadsheets.
  • Interpret DC Animal Control and Humane laws, animal control rules, and HRA procedures.
  • Effectively operate multiple telephone lines, radio, a computer, and other applicable equipment to communicate information to ACO, ACI, and HLE Officers in the field and HRA shelter staff.
  • Track location of ACO, ACI, and HLE Officers, dispatch and assign back-up assistance to officers, or take other appropriate action to ensure safety of officers.
  • Maintain records, databases, and all animal control related logs.
  • Maintain and ensure compliance with Department of Health contractual requirements as related to dispatch operations.
  • Performs other related duties and projects as assigned by Field Services Dispatch Manager.

Qualifications and Requirements:

  • Knowledge of and ability to effectively operate multiple telephone lines, computer terminal, radio system, and other applicable equipment.
  • Basic knowledge of animal breeds and behavior.
  • Ability to learn and maintain knowledge of animal control ordinances, rules, regulations, and procedures.
  • Basic knowledge of DC geography and its environment.
  • Strong interpersonal, written, and verbal skills. Ability to communicate effectively, courteously, and professionally with a variety of individuals representing the public, board members, volunteers, donors, and employees; with diverse cultures and backgrounds; using sensitivity, tact, diplomacy in often stressful situations.
  • Ability to work effectively, both independently and in a team environment, in an atmosphere of multiple projects, shifting priorities, and deadline pressures. Ability to be flexible, detail oriented and able to prioritize.
  • Basic knowledge of scanning documents and Microsoft Excel
  • Possess and maintain clean criminal record.
  • Ability to manage emotional aspect of work in an animal shelter environment in a positive professional manner.
  • Passion for the HRA mission, and for caring for all animals regardless of age, breed, temperament or species.
  • HRA requires all staff to be fully vaccinated against COVID-19, unless a medical or religious exemption applies. New employees must submit proof of full vaccination, or request for medical or religious exemption, before their first day of work in HRA’s workplace. Employees receiving a medical or religious exemption will be required to submit a weekly, time-stamped, negative COVID test to HR.

Physical Requirements and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Regularly sit at a computer station for prolonged period of time in a shared office environment.
  • Sufficient manual dexterity and hand-eye coordination are necessary to operate various office equipment such as: telephone, computer, two-way radio system, and other applicable equipment.
  • Work under stressful conditions due to the volume and emergency nature of calls received. These calls may consist of inquiries, complaints, and/or demands from hostile or irate persons.
  • Work at various shifts, holidays, and weekends.

Education and Experience:

  • High school diploma or GED; or combination of education, training, and/or experience that demonstrate possession of the knowledge, skills, and abilities listed above.
  • Minimum one year of experience as a dispatcher, telephone operator, customer service representative, or clerk responsible for receiving, evaluating, and responding to inquiries or complaints.

Multilingual candidates are encouraged to apply. A salary premium may be offered for multilingual candidates who demonstrate proficiency in written and oral testing.

HRA is committed to being an Equal Opportunity Employer, and does not discriminate because of race, color, creed, gender, religion, national origin, disability, age, pregnancy, genetic predisposition or carrier status, marital status, citizenship status, or sexual orientation. Accommodations will be provided to qualified individuals requiring them

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