Mgr Dispatch Shift Job Highland area,California USA,Security

Under the direction of the Manager, Security Operations Center (SOC), the Manager, Dispatch Shift, oversees daily shift operations. Ensures the effective coordination of public safety communications by fostering partnerships with both internal stakeholders and external agencies, managing staff and scheduling to optimize workflow, providing guidance and training to facilitate timely execution, and resolving operational challenges through subject matter expertise.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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.

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.

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.

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.

Operates and monitors the CAD, phone and radio communications systems.

Coordinates with department management concerning events and activities that may trigger the initiation of the notification process.

Oversees alarm system monitoring and analyzes recorded and live surveillance footage of non-gaming activities to identify suspicious behavior and support security investigations.

Conducts threat analysis and risk assessments in collaboration with law enforcement agencies and other internal departments as necessary.

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 , EXPERIENCE AND QUALIFICATIONS

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 revi

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