FT Staff: Telecommunications Officer

Job Summary:

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. In addition, the Telecommunications Officer will provide campus customer service phone coverage to include answering all calls to the University and directing such calls appropriately. The Telecommunications Officer will collect pertinent data, determines and contacts appropriate responding units, maintains calls in the data base using real time entry, and provides responding officers with all necessary information. Obtains and maintains officer status through the duration of each emergency call.

 

Essential Job Functions:

• Professionally and effectively answers and dispatches calls for Campus Policy and Security Department
• Answering and processing 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 answers campus calls and directs calls appropriately with strong customer service focus
• Provides professional and effective customer service to walk-ins
• Creates and maintains service call log records
• Processing inquiries, requests for assistance, and complaints in a courteous and efficient manner
• Appropriating resources in order to effectively respond to routine and emergency incidents
• All other related duties as assigned

Supervisory Responsibilities

None

Minimum Job Qualifications

Education and/or Experience

•  Typically, a high school diploma is required. College coursework in police science, criminology or related field is
   preferred or equivalent experience
•  Minimum two years of experience working in a higher education security, public safety agency, or law
   enforcement environment
•  Minimum one year of customer service work experience involving the general public
• Telephone technique training a plus

Certificates, Licenses or Registrations

None

Other Competencies (skills, abilities, behavior)

Must have a philosophy that is 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/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.