Call Center Specialist - Ongoing Recruitment at Arkansas State University in Jonesboro, Arkansas

Job Description:

Position #: AA0000

Department: Director of University Police

Employment Status: Full time (29-40 Hrs)

# of openings: 1

Proposed Salary Range: Commensurate with Experience

Type of Employment: Staff

Location: ASU-Jonesboro

Closing: 3/13/25


Please note: All postings close at 12 A.M. CST on the closing date. A-State participates in E-Verify.

Position Summary:

The Call Center Specialist is responsible for providing emergency assistance and response through the use of communications equipment. This position is governed by state and federal laws and agency/institution policy.

Duties & Responsibilities:

This posting is open for continued recruitment of individuals seeking employment for the position of Call Center Specialist with the University Police Department. This pool position allows applicants to be considered for every Call Center Specialist position that becomes available.

• Frequent contact with department personnel, university officials, and local law enforcement agencies. Operates computer consoles, video monitoring equipment and other communication devices in the public safety department to receive requests for assistance; identifies the nature of the situation and dispatches public safety officers and/or other personnel as required
• Receives 911 emergency calls and monitors fire and security alarm systems, determines the type and severity of the emergency and alerts the proper authority
• Maintains accurate records of calls and other communication transmissions and enters the information into a computer for preparation of written transcripts and reports
• Coordinates the activities of field officers with superior officers and local law and fire authorities and develops positive communication links for active participation during possible disasters and emergencies
• Assists public safety officers in the preparation of reports; prepares incident reports; submits crime statistics to the National Crime Information Center and other organizations as required
• Performs related responsibilities as required or assigned
• Maintain appropriate paperwork relevant to incident numbers, ACIC entries, and radio logs
• Maintain a professional attitude toward both the public and staff at all times. Dispatchers will be helpful and display a positive attitude toward all persons contacted
• Use codes appropriately and effectively to minimize radio talk time
• Ability to manage work load effectively to efficiently keep with the university and the police departments mission statements
• Executes direction and plans from superiors. Works effectively with superiors, peers, and profits from constructive criticism
• Provides full-time dispatch duties consisting of (1) transmitting and receiving telecommunications via radio to/from officers. (2) logging activities and emergency notes on computerized log and emailing log to various university officials
• Operate the ACIC terminal to run driver and vehicle licenses, names, and/or other information as requested by officers or parking services. Operating the ACIC (Arkansas Crime Information Center) requires being certified by the State of Arkansas and is held legally accountable for information that is requested and distributed. Dispatcher also acknowledges terminal messages to "A-StateJ" or "GLAW" in a timely manner
• Dispatcher is responsible for dispatching emergency personnel (fire department, ambulance, etc.)
• Monitor and respond to two alarm systems
• General campus and fowler center as well as monitoring two separate emergency phones, speaking to individuals who have activated an emergency phone located on campus or in the elevators.
• Answer the phone, taking messages, transferring phone calls, and waiting on customers
• Answer calls and requests for parking services for vehicle license information and to request officers to stand by with vehicle when towing vehicles and other requests
• Able to reason through a problem and come to an acceptable conclusion in routine situations. Makes reasonable decisions based on information available. Dispatcher makes good decisions without assistance
• Adheres to the chain-of-command and accepts his/her role in the organization
• Passes on appropriate information to other officers and dispatchers on other shifts. Dispatcher is supportive and team oriented and communicates with all members of the department effectively and positively
• Operational knowledge of, and ability to operate the Emergency Alert System, Phone recording system, and camera systems in a timely and efficient manner
• Other duties as assigned

Knowledge/Skills/Abilities:

Knowledge of communications operating procedures and advanced first aid

Ability to operate broadcasting and receiving equipment, advise others in emergency treatment procedures, keep routine records, and read maps

General Days/Hours:

Shift work including nights, weekends, and holidays
Additional hours as requested and/or needed
Regular and reliable attendance

Other:

Please note: all position postings close at 12:00 A.M. CST on the position closing date

Minimum Qualifications:

The formal education equivalent of a High School Diploma

Other job related education and/or experience may be substituted for all or parts of these basic requirements, except for certification or licensure requirements, upon approval of the qualifications review committee

E-Verify Participation Notice:

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

E-Verify Right to Work:

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf

PI256639595

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