Director, Communications

Director of Communications

The Director of Communications will plan, direct, and oversee the operations of the NHS Dispatch Unit, including day to day operations, scheduling, hiring, training, evaluations, and disciplinary matters, including terminations.

Essential Job Functions

• Assign work and scheduling for both B and C shift communication specialists.
• Hire, train, promote, supervise, discipline, and terminate employment of Communication Specialists in tandem with Human Resources.
• Prepare mid-year and yearly evaluations of subordinates.
• Provide consistent monitoring and mentoring of Communication Specialists to ensure calls are being answered professionally and correctly, calls are being correctly inputted into the database, calls are being dispatched properly to Animal Control Officers, and that Communication Specialists are conducting proper and thorough file checks.
• Ensure that Animal Control Officers are providing proper information to Communications such as arriving on call and results of calls.
• Ensure that all calls are being handled efficiently and properly by both Dispatch and Animal Control Officers, with an emphasis on Emergency Status calls being handled immediately.
• Prepare pay roll for Communications Department.
• Prepare and maintain budget for the Communications Department.
• Handle NHS communications phone system, agency cell phones, Field Department radios, Field Department laptops, and Field Department voice mail boxes.
• Oversee and monitor NHS security camera system.
• Be the direct contact for overnight answering service.
• Write SOPs for the Communications Department.
• Handle complaint calls from the public.
• Answer telephone calls received from the public regarding animal control issues and shelter programs and services.
• Enter calls into the system.
• Dispatch calls to officers.
• Responsible for maintenance of 800 megahertz radios.
• Enter rabies information into the system.
• Perform computer file checks.
• Attend Field Department supervisor meetings as scheduled.
• Attend Administrative Team meetings as scheduled.
• Perform all other duties as assigned.

Qualifications

• High school diploma or equivalent certification.
• Bachelor's degree in related field, preferred.
• Previous supervisory experience, preferred.
• Previous experience working in a call center, preferred.
• Proficient in Microsoft Office Suite.
• Effective written and oral communication skills.
• Affection for animals, concern for their welfare, and a willingness to accommodate animals in the workplace.
• Pleasant manner in telephone and personal contacts.
• Be comfortable and skilled working with a culturally diverse staff and community.
• Maturity, good judgment, professional manner, and personal appearance.
• Must be able to handle stressful phone calls in a professional manner.
• Must be considerate and respectful of all employees, volunteers, and customers.
• Must show compassion toward animals.

Work Conditions

• The noise level in the office environment is usually quiet, though braking or whining of animals may be escalated at certain times in certain areas of the building.
• High exposure to animals whose reactions to the shelter environment cannot be predicted.
• Temperatures in the shelter environment are varied, though usually moderate, and dependent on the season.
• Potential exposure to zoonotic diseases and hazardous chemicals.
• Ability to work around animals without severe allergic reactions.

Physical Requirements

• Walking - Occasionally
• Bending - Occasionally
• Standing - Occasionally
• Sitting - Occasionally
• Driving - Occasionally
• Lifting up to 50 lbs with or without assistance - Occasionally
• Lifting over 50 lbs with assistance - Not Applicable
• Stretching/reaching - Occasionally
• Distinguish smell/temperature - Not Applicable
• Hearing/Seeing - Occasionally
• Exposure to hazardous materials - Occasionally
• Climbing - Occasionally
• Hand/finger dexterity - Occasionally
• Stooping - Occasionally

The Nebraska Humane Society provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, such as a veteran, or any other protected category, in accordance with applicable federal, state, and local laws.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.