1. Manages, assigns, and reviews dispatchers work regarding receiving and processing emergency and non-emergency calls. Monitors phone and radio traffic to ensure procedural compliance, reviews case information entered into the computer system, and conducts quality assurance feedback and coaching sessions .. Investigates situations promptly and accurately, quickly adopting effective and reasonable courses of action with due regard to surrounding hazards and circumstances. Analyzes policies and p... more details
Under the direction of the Security Operations Center (SOC) Manager, the Dispatch Shift Manager oversees and coordinates the activities of the dispatch center and its team members. The Dispatch Shift Manager has the ability to perform the full range of dispatch in support of public safety, and security of the Tribe, reservation, related properties, team members, and visitors. The Dispatch Shift Manager is also responsible for creating and delegating work projects and scheduling team members ensuring proper staffing levels are maintained. The Dispatch Shift Manager assists with threat analysis and risk assessments as directed by the Intel division, and enters information from DPS or other agencies into the computer-aided dispatch (CAD) system.
Essential Duties & Responsibilities
1. Manages, assigns, and reviews dispatchers work regarding receiving and processing emergency and non-emergency calls. Monitors phone and radio traffic to ensure procedural compliance, reviews case information entered into the computer system, and conducts quality assurance feedback and coaching sessions.
2. Investigates situations promptly and accurately, quickly adopting effective and reasonable courses of action with due regard to surrounding hazards and circumstances. Analyzes policies and procedures and recommends changes to increase efficiency and effectiveness to the SOC Manager.
3. Serves as a key representative DPS to internal customers, vendors and visiting guests. Interprets, explains and answers operational and procedural questions and concerns from team members, customers and the public. Completes notifications to appropriate groups and/or individuals as needed. Manages public inquiries and complaints by phone ensuring a high level of customer service and courtesy in order to establish and maintain effective public and customer relations.
4. Delivers reports, analysis of phone records and recordings, and CAD data to department leadership. Reviews statistical data regarding center and team member performance, and makes adjustments as necessary.
5. Operates and monitors computer aided dispatch, phone and radio communications systems.
6. Coordinates with department leadership regarding events and/or activities that may initiate the process for creating proper notifications.
7. Responsible for the oversight and monitoring of alarm systems, and analyzing recorded and live surveillance video of non-gaming activities to detect any suspicious activity.
8. Conducts threat analysis and risk assessments coordinating with law enforcement agencies and other departments, as needed.
9. Performs other duties as assigned to support the efficient operation of the department and assumes other responsibilities, duties, tasks and assignments that contribute to the mitigation or response to any public health emergency.
Supervisory Responsibilities
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.
Education/Experience/Qualifications
- High School diploma or GED is required.
- A minimum of six (6) years of dispatch experience with a Public Safety department in law enforcement or in the gaming industry.
- A minimum of three (3) years managing functions, teams or department preferably in a public safety dispatch environment.
- Must possess the capability to remain calm under stressful conditions, exercise reasonable judgment, promptly and accurately analyze situations, quickly adopt prompt, effective, and reasonable course of action, taking into account hazards faced by responding team member.
- Demonstrated knowledge and familiarity with the San Manuel Band of Mission Indians organizational and operational structure, and related enterprises.
- Must be able to obtain and maintain a considerable knowledge of the reservation gates, residences, access points as well as casino geography and a general knowledge of highways, main streets, major building and jurisdictional boundaries.
- Must maintain current knowledge of all DPS policies and procedures specifically those related to the Dispatch Center.
- Must have the ability to apply a high level of initiative, discretion and tact when performing tasks.
- Must have operational knowledge of the National Incident Management System (NlMS) and Incident Command functions, and the ability to complete required training as assigned.
Certificates/Licenses/Registrations
- At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
- A qualified candidate/employee must have a valid driver’s license with an acceptable driving record as determined by the company’s insurance carrier.
- Must possess a California Peace Officer Standards & Training (POST) Basic Dispatch Certificate or obtain certification within one year of employment.
San Manuel Band of Mission Indians will make reasonable accommodations in compliance with applicable law.
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