Dispatch Operations Manager

Department Summary At UCLA Housing & Hospitality Services (H&HS), you become part of UCLA's tradition of excellence by providing quality housing, dining, and hospitality services to student-residents, faculty, staff, and campus visitors. We believe there's more to a job than simply being employed. In addition to competitive salaries and comprehensive benefits and retirement plans, H&HS team members enjoy significant opportunities for professional and personal growth in a supportive work environment. No matter what your role, you will join more than 2,600 H&HS team members who understand that our motto Hospitality First! means that a warm, gracious attitude makes a difference in the lives of the people we serve. AMAZING BENEFITS Starting Day One! Benefiting from a full pay range, competitive salary, comprehensive benefits and retirement plans. Position Summary Under the direction of the Housing Operations & Safety's Physical Security System's Manager, the Housing Dispatch Operations Manager is responsible for the successful operations of the following 24 hour, non 911, safety service centers: Housing Dispatch, Campus Safety Operations Center, and the Housing Safety Koban. Staffed by a team of 30 students, these centers provide a variety of safety related services to both the UCLA campus and the 15,000 On Campus Housing and 6,000 Off Campus Housing residential communities: video surveillance monitoring and playback, alarm monitoring, building and roadway access control, fire/life safety monitoring, and dispatching of departmental support services such as Housekeeping, Maintenance, and Residential Life. The Campus Safety Operations Center acts as the central monitoring station for live security camera feeds from across the UCLA campus and responds to incidents as appropriate. Major duties include the hiring, training and supervision of Housing Dispatch staff, managing and prioritizing service requests, daily administration of various access control and safety program databases and programs, conducts systems audits, and works with campus departments (e.g. UCPD, UCLA Facilities) on resolution of safety and service issues. Also, this position coordinates with UCPD CSO Programs on staffing of the Housing Safety Koban and ensures quality of service. This position also assists with the training of UCLA Housing staff on the proper usage and operational standards of various departmental safety programs and acts as a liaison with other campus departments such as UCLA Police Department, UCLA Bruin Card Office, Residential Life, and H&H IT Department. The position will need to operate a University vehicle and travel to offsite work locations. Salary & Compensation UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits. Qualifications 2 years demonstrated experience leading and/or managing teams. (Required) 3 years demonstrated experience in dispatch operations, physical security and/or access control programs and processes in a large-scale institution (Required) Working knowledge of University policies and procedures relating to Staff Personnel Policies regarding recruitment, selection, training, performance evaluations and disciplinary procedures. Working knowledge of departmental personnel and payroll procedures, such as time reporting and accruals. (Preferred) Skill in management and supervision of multi-functional staff comprised of operational and administrative personnel to include knowledge of required tasks, skills, personnel selection, evaluation and development. Skill in writing concise, logical, and grammatically correct English to prepare written schedules, plans, procedures, employee performance evaluations, reports such as budget variances, and other operational/administrative related reports or correspondence. Ability to work on a personal computer, utilizing software such as Microsoft Excel, word, PowerPoint, Visio, and Publisher. (Required) Administrator level working knowledge of Onity or Saito Keycard System. Working knowledge of physical access control programs and concepts, safety rules, procedures, and concepts as they pertain to working conditions and health and safety standards as they relate to administrative areas. Ability to accurately assemble material and equipment inventories, and monitor usage of supplies and care of equipment to control costs. - Can be trained Working knowledge of Blackboard Campus Wide ID System. (Preferred) Working experience with two-way radio/dispatching system(s). Working experience with access control and video management system(s). (Required) Ability to mediate between contending parties and affect a successful resolution of difference using appropriate conflict management techniques. Skill in negotiating and exchanging ideas with others to formulate policies and programs and/or arrive jointly at decisions, conclusions or solutions. (Required) Ability to analyze and synthesize information from various sources and compile into a clear, concise report and/or presentation. Ability to correlate available fiscal resources with programmatic needs, establish priorities, and make appropriate recommendations for allocations. (Preferred) Ability to analyze technical data using logic and quantitative reasoning. Demonstrated knowledge of budget creation, management, analysis, and financial reporting. Ability to track expenses and adhere to budgets. (Required) Demonstrated skill in supervising staff including delegating work to accomplish departmental goals and objectives efficiently and effectively, while motivating individuals to work together as a team. Demonstrated ability to manage multiple responsibilities, deadlines, and personalities. Ability to foresee and resolve wide variety of problems and take action where answers to a problem are not readily apparent. (Required) Ability to analyze and define administrative and technical problems, identifying relevant factors, recognizing alternatives, and formulating conclusions. Ability to maintain strict confidentiality of information. Ability to discreetly and tactfully recognize and handle sensitive and confidential information. (Required) Experience in conducting and arranging training sessions. (Required) Experience with large scale event (5000+ persons/day) security/traffic/transportation/parking coordination. (Preferred) Ability to drive university vehicle to offsite work locations (Required) Education, Licenses, Certifications & Personal Affiliations Bachelor's Degree in related area and/or equivalent experience / training (Preferred) Must possess, upon hire, and maintain a valid CA noncommercial Class C License in accordance with the California (CA) Department of Motor Vehicles. (Required) Special Conditions for Employment Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation. Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment. Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired. Driving Record: The position is subject to the California DMV "Pull Notice System" and continued employment is contingent upon proof of a satisfactory driving record. 10% Drive University vehicle to offsite locations Schedule Hours vary based on operational needs Union/Policy Covered 99-Policy Covered Complete Position Description #J-18808-Ljbffr The Regents of the University of California on behalf of their Los Angeles Campus