Dispatcher, Customer Service​/HelpDesk

Description

Location:

Fresno/Tulare Counties, CA

Position Type:
Full-Time | Non-Exempt

Salary Range: $20.00 – $21.22 per hour

About the Role:

Kings View is seeking a Dispatcher to serve as a primary point of contact for incoming calls, referrals, service requests, and other communications requiring coordination or response. The Dispatcher gathers accurate information, determines priority using established procedures, routes or assigns requests to appropriate staff or resources, monitors active assignments, and communicates status updates through completion.

This role supports timely, organized, and professional service delivery while maintaining confidentiality, accurate documentation, and effective communication with clients, staff, supervisors, and community partners.

• Receive incoming calls, referrals, requests, and communications from clients, community members, staff, providers, partner agencies, and other referral sources
• Gather accurate and relevant information to determine the nature, priority, and appropriate routing of each request
• Apply established workflows, protocols, decision-making tools, and escalation procedures to prioritize requests and determine next steps
• Dispatch, assign, or coordinate staff and resources based on program priorities, staffing availability, service requirements, and response expectations
• Monitor active assignments and maintain awareness of staff availability, assignment status, and changing operational needs
• Prioritize multiple incoming requests and competing demands while maintaining accuracy, professionalism, and timely communication

• Coordinate with supervisors, field staff, internal departments, emergency services, healthcare providers, community partners, and other resources as appropriate
• Escalate urgent, unusual, unresolved, or safety-related concerns in accordance with established procedures
• Relay information accurately and communicate relevant updates to appropriate staff, supervisors, and partners
• Maintain professional, respectful, culturally responsive, and service-oriented communication, including during difficult or high-pressure interactions

• Accurately document calls, referrals, dispatch activities, assignments, status updates, and outcomes in designated electronic systems, logs, or records
• Complete required shift logs, communication notes, reports, and other operational documentation within established time frames
• Use multiple computer applications, phone systems, communication platforms, and other technology required for dispatch operations
• Maintain confidentiality in accordance with HIPAA and applicable privacy laws
• Participate in required training, meetings, drills, quality-improvement activities, and organizational initiatives

• High School Diploma or equivalent
• Ability to gather and communicate information accurately, prioritize competing demands, follow established protocols, and exercise sound judgment
• Ability to maintain organized records and use multiple computer and communication systems simultaneously
• Ability to maintain confidentiality and communicate clearly and professionally with callers, staff, supervisors, and community partners

• One year of prior experience in dispatch, call center operations, customer service, administrative coordination, healthcare, human services, public safety, or a related environment preferred
• Bilingual or multilingual communication skills based on program and community needs
• Experience with dispatch software, electronic records, call-management systems, scheduling systems, radio or telephone communications, or related technology
• Experience working in…