Lead Dispatcher, Public Safety

Under the direction of the Dispatch Shift Manager, the Lead Dispatcher supports emergency and non-emergency operations by managing communications through phone, radio, and computer-aided dispatch (CAD) systems. This role ensures timely and accurate dispatching of personnel, maintains contact with field units, and updates supervisory staff as needed.

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 and 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 surveillance.
8. 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.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High School diploma or General Education Development (GED) required.
• Associates degree in a related field preferred.
• Minimum four (4) years of customer service experience required.
• Prior experience in a dispatcher role, working in a high-volume call center 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, Computer aided dispatch (CAD) 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.

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.
• Must possess a California Peace Officer Standards & Training (POST) Basic Dispatch Certificate or obtain certification within one year of employment.
• No Driving Responsibilities: Role does not require a driver's license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all 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