FT Staff: Telecommunications Officer

Overview Reporting to the Telecommunications Supervisor, the Telecommunications Officer provides departmental telecommunications functions to the Campus Police and Security Department, including front desk customer service and phone coverage for the University. The position is accountable for ensuring the efficient receipt and transmission and coordination of on-campus emergency and non-emergency requests for police assistance. Additionally the Telecommunications Officer will provide campus customer-service phone coverage, answer all calls to the University and direct them appropriately. They will collect pertinent data, determine and contact appropriate responding units, maintain calls in the database using real-time entry, and provide responding officers with all necessary information. The officer obtains and maintains officer status through the duration of each emergency call. Responsibilities Professionally and effectively answer and dispatch calls for the Campus Police and Security Department Answer and process emergency incidents and routine incidents for assistance, communicating clearly and effectively to a reporting party to collect critical information for officer safety awareness and timely response. Professionally and effectively answer campus calls and direct calls appropriately with a strong customer-service focus Provide professional and effective customer service to walk-ins Create and maintain service call log records Process inquiries, requests for assistance, and complaints in a courteous and efficient manner Allocate resources to effectively respond to routine and emergency incidents Perform all other related duties as assigned Supervisory Responsibilities None. Qualifications Education (Required): high school diploma or equivalent. College coursework in police science, criminology, or related field is preferred or equivalent experience. Education (Preferred): Associate’s degree or higher in Criminology, Criminal Justice, or related field. Experience (Required): Minimum two years of experience working in a higher education security, public safety agency, or law enforcement environment. Minimum one year of customer service experience involving the general public. Experience (Preferred): Telephone technique training. Certificates, Licenses or Registrations: None. Other Competencies Philosophy consistent with the Mission, Vision and Core Values of the organization. Vision, commitment, and experience in achieving goals and pursuing excellence is critical. Strong customer skills, strong empathy and people skills, excellent organizational skills. Ability to work well independently and as a member of a team. Ability to manage multiple projects simultaneously. Must be able to read, write and speak fluently in English. Physical Demands Ability to sit or stand for up to 8 hours per day. Some lifting (up to 25 pounds occasionally), bending, and carrying. Specific vision abilities include the ability to use close vision. The employee is regularly required to talk and hear, and to use hands and fingers to handle or feel. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Shaw University