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Lead Alarm Monitoring Coordinator

2 months ago

Denver, Colorado, United States Constellis Full time

PAY RATE: $37.58/hr. + $4.57/ H&W

POSITION SUMMARY

Full-time position for an Alarm Monitoring Supervisor within a telecommunications center dedicated to the FPS-MegaCenter Program. This role includes supervisory responsibilities as needed, in addition to the outlined duties below.

RESPONSIBILITIES
  • Ensure quality assurance and operational consistency for dispatch services across regions served by the FPS MegaCenters. Oversee all operational facets, adhering to established rules, regulations, policies, and procedures.
  • Conduct performance reviews of dispatchers by auditing daily events, radio communications, alarm responses, and phone interactions, providing necessary guidance and addressing any identified issues.
  • Review and authorize all training documentation for dispatch personnel.
  • Administer annual performance assessments for dispatch staff, implementing corrective measures as required, while managing supervisory-related administrative tasks with minimal oversight.
  • Oversee the dispatch schedule to guarantee adequate staffing for continuous operations, including organizing biannual shift-bids for dispatch personnel.
  • Maintain confidentiality regarding sensitive information encountered in the supervisory role.
  • Review and approve attendance and time records.
  • Engage with the public, government representatives, and law enforcement agencies via radio and telephone, ensuring a high standard of customer service for all stakeholders.
  • Communicate effectively and clearly through both telephone and radio systems.
  • Process emergency communications accurately via telephone, radio transmissions, alarm monitoring software, and related systems.
  • Produce precise documentation using MS Word and MS Excel, with a typing proficiency of at least 35 words per minute and minimal errors.
  • Monitor the primary MegaCenter email account, responding promptly to inquiries from headquarters, field personnel, and management.
  • Troubleshoot equipment issues, including radios and computer systems, coordinating maintenance with relevant personnel.
  • Foster positive working relationships with field personnel by addressing inquiries and complaints, and fulfilling requests for voice recordings.
  • Assume responsibilities for dispatch staff during their absence, addressing any issues that arise.
  • Monitor the National Criminal Information Center (NCIC) for alerts and safety bulletins, directing relevant information to appropriate regions.
  • Conduct continuity testing with sister MegaCenters, participate in staff meetings, and facilitate weekly conference calls with command staff.
  • Research and respond to inquiries, issues, and complaints as needed.
  • Handle after-hours alarm department calls, assisting customers with alarm-related inquiries.
  • Forward subcontractor information regarding equipment outages as necessary.
  • Maintain logs of equipment impairments and outages for comprehensive tracking.
  • Compile and distribute nightly and weekly reports detailing FPS activities to regional command staff.
  • Conduct periodic testing of satellite phones in coordination with field personnel.
  • Complete additional tasks or projects as assigned by management.
  • Provide a monthly report on service work completed in the previous month by the 5th workday of the following month.


QUALIFICATIONS
  • High School diploma or GED required.
  • At least 3 years of experience in a 911 dispatch or similar emergency call center role.
  • Strong telephone communication skills.
  • Ability to manage filing and other administrative responsibilities.
  • Familiarity with 24-hour emergency communication centers and public safety functions.
  • Knowledge of leadership techniques for supervising, training, and evaluating staff.
  • Understanding of customer service principles and quality standards.
  • Ability to analyze complex situations and make informed decisions.
  • Strong interpersonal skills for maintaining professional relationships.
  • Proficient in using personal computers with word processing and spreadsheet software.


BENEFITS
  • Constellis offers a comprehensive rewards package, including competitive compensation and flexible benefits that promote a diverse and supportive workplace.
  • Medical, Vision & Dental Insurance.
  • Paid Time-Off Program & Company Paid Holidays.
  • 401(k) Retirement Plan.
  • Insurance: Basic Life & Supplemental Life.
  • Health & Dependent Care Flexible Spending Accounts.
  • Short-Term & Long-Term Disability.
  • Opportunities for Personal Development & Learning.
  • On-the-job Training, Skills Development & Certifications.
  • Employee Referral Program.
  • Corporate Sponsored Events & Community Outreach.


WORKING CONDITIONS

Work is typically conducted in a dynamic environment with frequent interruptions. Standard business hours are Monday through Friday, with potential for extended or weekend hours as needed.

PHYSICAL REQUIREMENTS

Must be capable of lifting and carrying items weighing up to 100 lbs. Requires intermittent standing, walking, sitting, squatting, stretching, and bending throughout the workday.