Dispatch Associate; 3rd Shift

Schedule:

11:00 PM-7:00 AM

Tuesday-Saturday

Sunday and Monday Off

• Determines nature and urgency of calls, alarms and other activities that are directed to the department and responds according to appropriate policy and procedure.
• Refers or transfers caller to appropriate person or service in a timely manner and communicates relevant information to consumer regarding services, products, and other information.
• Informs supervisor and other appropriate staff of consumer related issues or concerns.
• Dispatches the Campus Resource Officers (CROs) to all alarms and other calls for service in the village. Properly documents all calls and response in provided system.
• Monitors the Boys Town Village CRO radio system and assists the CRO as requested.
• Monitors the Douglas County, Nebraska 911 system for Fire and Rescue calls in the Boys Town Village. Dispatches CROs to the vicinity of emergency calls as appropriate.
• Tracks outstanding CRO calls for service and dispatched personnel.
• Monitors all surveillance, access control, fire alarm and radio systems at Boys Town facilities across the nation.
• Efficiently review protocols and make decisions in response to alarms at BT facilities nationwide.
• Responds to incoming alarms and/or notifications in an expedient and professional manner. Accurately and thoroughly follows appropriate procedures for each alarm or notification type including required documentation and follow up.
• Contacts the appropriate authorities and responsible parties in response to specific alarm notifications.
• Monitors surveillance systems and voice communications via telephone hard line and radio. Dispatch Associates will be familiar with surveillance protocols and operation, locating relevant cameras and observing activity in emergency situations then communicating observations to security personnel or 911 operators.
• Receives and appropriately triages after hours hospital, clinic, and doctor line calls from medical patients of the Boys Town National Research Hospital and clinics. Follow appropriate response procedures particular to each specialty clinic and doctor according to their preference.
• Monitors safety system timers initiated by Boys Town In-Home Family Service (BTIHFS) personnel nationwide. Expired timers require Dispatch Associates to contact appropriate personnel, supervisors, or authorities to assist BT IHFS personnel working in the field in a safety emergency.
• Receives and disseminate emergency calls at Boys Town Village for maintenance of facilities, appliances, plumbing, electrical, grounds or environmental services.

• Ability to communicate in an articulate, professional manner while maintaining necessary degree of confidentiality.
• Computer skills in Microsoft Office and the ability to type accurately and proficiently at a high rate of speed.
• Ability to work independently, meet deadlines, and multi-task while maintaining quality standards.
• High level of professionalism, customer service, and interpersonal skills.

• High school diploma or equivalent required.
• Minimum of 6 months of experience required.

• Experience in call center or customer service-related environment preferred.
• Other Duties:
  This job description incorporates the essential functions and duties required for this position. However, other duties may be required and assigned at times and as determined by a supervisor in order to meet the needs of the organization.
• Serves as a role model in carrying out activities and behaviors that reflect the values and principles of the Boys Town mission.

• Position is relatively sedentary in a normal office administrative environment involving minimum exposure to physical risks. Will use office equipment such as a computer/laptop, monitor, keyboard, and a general workstation set-up.

This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status.

To request a disability-related accommodation in the application process, contact us at