Essential Duties & Responsibilities
Receives and dispatches calls and messages for Palms: maintains contact with all Security Officers on assignment, maintains accurate status and location of Palms, maintain daily-computerized log of all field/ facility calls and units/officers dispatched. Keeps appropriate members of management apprised of emergency and unusual situations.
Uses multiple communications systems to coordinate emergency calls and relay information and assistance requests involving law enforcement agencies and other Palms Departments.
Accurately reads, interprets, inputs and relays information obtained from Officers and guests into the database.
Receives, screens, and enters routine and emergency calls from Casino personnel, customers and other company employees through the computer-aided dispatching system.
Provides accurate and understandable directions to Security team members, customers, and emergency responders including but not limited to local law enforcement and fire department personnel.
Determines the number of units, and which units, to dispatch by considering such factors as time of day, description, and location of calls, units available and probable degree of hazard to the responding units.
Monitors alarm systems, and other systems in accordance with policy and procedures. Concurrently monitors and utilize multiple radio frequencies.
Documents all relevant Palms transmissions in emergency situations with accuracy.
Makes appropriate notifications for request e.g., taxis, tow trucks, locksmiths, and beekeepers.
Performs other duties as assigned to support the efficient operation of the department.
Assumes other responsibilities, duties, tasks and assignments that contribute to the mitigation or response to public health emergencies.
Qualifications
High School Diploma or (GED) required.
One (1) year of experience in receiving and processing customer service calls or requests for service, including dealing with the public in stressful situations required.
Previous successful dispatch experience preferred.
Must be 21 years of age.
Must have Casino Security Dispatcher or 911 Dispatcher experience.
Knowledge of basic communications rules and regulations governing operation of radio and telephone transmitting and receiving systems.
Knowledge of standard radio broadcasting and dispatch procedures and policies.
Knowledge of landmarks in the city and casino locations as well as geographic boundaries and streets on the reservation and in the surrounding area.
Knowledge of policies and procedures for receiving and processing emergency and non-emergency calls for service.
Knowledge of Safety radio codes, ten codes, phonetic alphabet, and practices and procedures.
Knowledge of basic criminal and civil law including tribal codes and ordinances.
Ability to operate the department's computer (Microsoft Office, and RiMS computer aided dispatch software), phone systems, and Motorola radio equipment.
Ability to distinguish between emergency and non-emergency calls.
Ability to use creative and proactive problem solving skills in unusual situations as well as exercise good judgment and make sound decisions quickly in an emergency situation.
Ability to effectively communicate with, and elicit information from upset and/or irate customers or employees.
Ability to listen to incoming phone information or radio information and assimilate spoken instructions and/or information from other Palms communications dispatchers or San Manuel Public Safety communications dispatcher supervisor.
Ability to shut out extraneous information from other radio channels and co-workers, while selectively listening to information recognized as crucial, or of an emergency nature.
Ability to understand and follow oral, written, and electronically transmitted instructions.
Ability to establish and maintain positive working relationships with communications employees and supervisors, Palms personnel, and law enforcement and/or fire department personnel.
Ability to type accurately at a speed of at least 35 words per minute.
Must be able to multi-task with efficiency, competency, and patience.
Certificates/Licenses/Registrations
At the discretion of Palms you may be required to obtain and maintain a gaming license.
Must possess or obtain and maintain POST Dispatch Certificate within one year of employment.
Work is performed in an office setting.
Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
May be exposed to smoke
The noise level in the work environment is usually moderate to loud.
Constant contact with executives, department management, employees, and guests.
Prolonged sitting or standing and mobility.
Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions Lift, carry, push, pull or otherwise move objects and/or move up to 75 pounds occasionally
Eye/hand coordination.