Lead Communications Officer (Emergency dispatch)

The Department of Public Safety (DPS) is the primary department charged with creating a safe and secure environment at Princeton University. DPS operates 24 hours a day, 365 days a year, and is comprised of 164 staff members. The department consists of professional University police, security officers, dispatchers and administrators dedicated to providing best-in-class service to the community.

The Department of Public Safety (DPS) dispatchers serve as the first point of contact for community members who are seeking assistance with their emergency, non-emergency and service request calls. The dispatchers receive calls, monitor several radio frequencies and monitor intrusion and fire alarms in a fast, courteous, accurate and efficient manner. After receiving a call the dispatcher must establish the nature and location of call(s), determine its priority, and dispatch the appropriate patrol unit, university support team and/or emergency services as necessary. Dispatchers maintain contact with all units in service by accurately tracking, monitoring, and documenting officer activities during their shift. They operate consoles equipped with multiple terminals, including Computer Aided Dispatch (CAD), 911 call handling, geographic information system (GIS) mapping, camera systems, C*Cure 9000 (intrusion/door alarms), Simplex (fire alarms). Along with radio consoles with multiple radio channels to dispatch along with monitor public safety and support services.

Reporting to the Assistant Communications Center Manager (ACCM), the Lead Dispatcher acts as a supervisor to direct the activities of dispatchers and to perform the more difficult dispatch tasks and duties as required; develop, implement, and audit calls, special procedures and protocols. Lead Dispatchers may coordinate a shift; assign, monitor, and check the work of dispatchers; train, direct and audit dispatchers in the performance of their duties; develop and maintain records; prepare reports on communications center activities; interface with sworn supervision to resolve specific problems and accomplish goals; review current and propose new procedures and systems (including technical systems) to enhance the performance of the operations; record information on the performance of dispatchers and recommend disciplinary or commendatory action; compile training and operational manuals; assist in the coordination and operations of special events; address and resolve customer complaints, compose correspondence; identify and coordinate the need for communications equipment repairs. Lead Dispatchers may supervise one shift or several dispatchers on multiple shifts with two or three dispatchers. The lead dispatcher must be familiar with operations and call transfer protocols of the department.

The Communications Center operates 24 hours per day, 7 days per week and responds to over 37,000 calls for emergency and non­emergency service annually along with handling over 1,828,000 radio transmissions annually. In addition, they provide general University information about the campus and assistance to walk-up customers. The successful candidate is a service-oriented team player committed to cultivating relationships with and assisting members of the Princeton University community.

Must be able to work ALL shifts, including weekends, holidays, and overtime shifts as required - overtime is mandatory. Must have the flexibility to alter schedule based on department and operational needs.

• High School Degree required or equivalent work experience.
• Must have at least three years of experience in medium volume public safety dispatch center and the following:
• Current Association of Public-Safety Communications Officials (APCO) or National Emergency Communications Institute (NECI) Emergency Communications Officer certification.
• Current Emergency Medical Dispatcher (EMD) certificate.
• Current Cardiopulmonary Resuscitation (CPR) card.

Ability to:

• Operate Digital Trunking Radio System.
• Provide interagency interoperability using radio systems, simulcast functionality, and conventional radio paging formatting.
• Operate the Campus Wide CCURE Alarm reporting system.
• Supervise shift of several dispatchers.
• Work, organize and operate with a high level of efficiency under pressure and extreme stress.
• Effectively handle multiple, differing tasks simultaneously, in multiple pieces of technology and software applications.
• Make critical decisions that will affect campus wide response and reaction.
• Manage down time with self-initiated training, communications refreshers and limited supervision.
• Promptly and accurately answer and direct all emergency and non­emergency telephone lines.
• Handle after-hour and weekend calls for maintenance problems. Contact facilities through various methods phone, email, etc. as directed by DPS policy.
• Monitor campus surveillance cameras, alarms of all types and immediately take action according to department policies.
• Responsible for all dispatch functions, i.e., key inventory, lost and found, eAgent and NJ Courts computer functions, fire drill notifications, reference book/call-in list updates, etc.
• Review Agents and NJ Courts information and relay important information to officers, as well as forwarding information to TAC Officer.
• Accurately log in to the computer system all calls for DPS assistance, officer activity, including assistance provided by dispatchers such as lost ID cards, found property, etc.
• Makes notifications to University officials and other agencies as needed and required by policy
• Provides daily checks of the Communication Center equipment and systems and reports any malfunctioning lines to the appropriate University Office.
• Direct the activities of dispatchers and perform the more difficult dispatch tasks and duties as required.
• Coordinating a shift; assign, monitor, and check the work of dispatchers; train, direct and audit dispatchers in the performance of their duties.
• Develop and maintain records; prepare reports on communications center activities; interface with sworn supervision to resolve specific problems and accomplish goals; review current and propose new procedures and systems (including technical systems).
• Compile training and operational manuals; assist in the coordination and operations of special events; address and resolve customer complaints, compose correspondence.
• Identify and coordinate the need for communications equipment repairs.
• At the beginning of each shift reviews logs since his/her last tour of duty to familiarize him/herself of the activity occurring in the department since s/he last worked.
• Support and uphold DPS community caretaking philosophy.
• Ability to type at least 30 words per minute (net).
• Proficient in Microsoft Office: Word, Excel, PowerPoint.
• Able to remain seated for long periods of time at a console.
• Must have 20-20 or 20-30 vision either naturally or w/ corrective lenses; must see well enough to read standard text and data on computer screen or other monitors.
• Understand conversations over a telephone or radio.
• Speak clearly and enunciate words over a telephone or radio during stressful, emergency situations.
• Individuals must successfully complete Comprehensive background investigation.

PREFERED QUALIFICATIONS

• Associate or Bachelor’s degree.
• One to two years of experience as a supervisor or team leader.
• Experience developing and Implementing audits for calls, procedures and protocols.
• Current National Crime Information Center (NCIC) Certification or equivalent.

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS

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