Mgr Dispatch Shift

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.    Manages, assigns, and reviews the work of dispatchers in receiving and processing emergency and non-emergency calls. Monitors phone and radio traffic to ensure compliance with established procedures. Reviews case information entered into the Computer-Aided Dispatch (CAD) system and conducts quality assurance assessments of the Records Management System (RMS) and Records Clerks, providing constructive feedback to support continuous improvement.
2.    Investigates situations promptly and accurately, quickly adopting effective and reasonable courses of action with due regard to surrounding hazards and circumstances. Analyzes existing policies and procedures, recommending changes to increase efficiency and effectiveness.  
3.    Serves as a representative of the Department of Public Safety Security Operations Center (DPS SOC) to internal customers, vendors and visiting guests. Interprets and provides guidance to operational and procedural inquiries from team members, tribal citizens, patrons, and guests. Completes notifications to appropriate stakeholders as needed.  Manages public inquiries and complaints by phone, ensuring a high standard of customer service and courtesy to foster and maintain positive relationships.
4.    Delivers comprehensive reports, analyzes phone records and recordings, and CAD data to department management. Reviews statistical data pertaining to Security operations center and team member performance making procedural adjustments as necessary.
5.    Operates and monitors the CAD, phone and radio communications systems.
6.    Coordinates with department management concerning events and activities that may trigger the initiation of the notification process.
7.    Oversees alarm system monitoring and analyzes recorded and live surveillance footage of non-gaming activities to identify suspicious behavior and support security investigations.
8.    Conducts threat analysis and risk assessments in collaboration with law enforcement agencies and other internal departments as necessary.
9.    Performs other duties as assigned to support the efficient operation of the department.

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, EXPERIENCEANDQUALIFICATIONS

• Bachelor’s degree required.
• Minimum four (4) years of experience in a customer service environment required, preferably dealing with high volume calls within a Public Safety department or related experience.
• Minimum two (2) years of supervisory experience preferred.
• Minimum typing speed of thirty-five (35) words per minute with at least ninety percent (90%) accuracy required.
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Knowledge of Security Operations Center (SOC) and Dispatch Center operations, including Computer-Aided Dispatch (CAD), radio and telephone communications systems, alarm monitoring systems, surveillance systems, and emergency notification procedures.
• Knowledge of Department of Public Safety policies, procedures, quality assurance standards, and best practices governing emergency and non-emergency communications.
• Knowledge of reservation properties, casino operations, critical infrastructure, jurisdictional boundaries, and public safety response resources, with the ability to leverage this knowledge to support emergency preparedness, incident coordination, threat mitigation, and operational effectiveness.
• Knowledge of the National Incident Management System (NIMS), Incident Command System (ICS), threat assessment methodologies, and risk management principles.
• Ability to monitor communications activities, review CAD documentation, recorded communications, and operational data to ensure accuracy, compliance, and service quality.
• Ability to effectively communicate with team members, leadership, tribal citizens, patrons, guests, and vendors while maintaining professionalism, tact, confidentiality, and a high level of customer service.
• Ability to oversee alarm monitoring and surveillance review activities and identify, evaluate, and escalate suspicious or potentially threatening activity.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• Must possess a California Peace Officer Standards & Training (POST) Basic Dispatch Certificate or obtain certification within one year of employment.
• No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!