Dispatcher
Overview
Under general supervision, reporting to the Director or Manager, Security Services, the Dispatcher performs the duties of supporting security operations by receiving and sending information internally and externally to aid in security operations.
The Dispatcher is responsible for the flow of customer service to the members of the university community seeking security services. As the point person, they are front facing offering timely and accurate access to security service. With a continuous and extreme attention to detail, the Dispatcher monitors and uses various electronic tools to ensure the safety of security guards specifically, and the entire university community, generally. Incumbents in this classification are subject to rotating shifts and day or night duty.
Responsibilities
Reception/Customer Service:
- Greets members of the university community cheerfully and professionally and immediately
- responds to;
- Telephone calls, radio calls and office walk ups
- Operates cash register and point of sale machines selling parking products
- Takes payment for parking fines
- Offers advice on parking ticket appeal process
- Issues keys based on authorized lists
- Receives reports of illness
Dispatch Duties:
- As the primary link between the members of the security team in the field;
- Exercises excellent judgment in recognizing situational urgency and responds
- Answers emergency phones
- Monitors various alarm panels and security cameras
- Records an electronic running log of security activities
- Dispatches security guards to calls for service via two way radio system
- Monitors the activities of security guards to verify their safety
- Reports unusual incidents and anomalies to senior security guard or designate
Clerical Work:
- Maintains lists of people approved for access to buildings and rooms, files documents,
- Maintains control of key ledgers
- Provides advice and guidance on security practices
- Assists the Administrative Assistant
Qualifications
- Has a minimum of a post secondary certificate or diploma in office administration, emergency management, or similar education or, Three years experience at a complaints desk or customer service desk
- Demonstrates capacity to multitask and triage urgency in responsibilities,
- Demonstrated proficiency in the se of telephone, ratio and PC’s and various software applications, reporting and searching programs to assist in daily duties, submission of dispatch notes supporting investigations.
- Experience in point of sale equipment and handling cash
- Demonstrates extreme attention to detail
- Ability to exercise excellent judgement and discretion
- Ability to handle all confidential matters in a trustworthy manner
- Experience managing difficult customers is an asset
- Communicates with accuracy and clarity both orally and in writing
- Willingness to perform rotating shift duty
Considered an Asset:
- Private Security and Investigative Services Act security licence is an asset
- Restricted Operator Certificate (Radio operations licence) is an asset
- Knowledge and/or experience in a security or investigation environment is an asset
Lakehead University is committed to creating a diverse and inclusive environment and welcomes applications from all qualified individuals including women, racialized persons, Indigenous people, persons with disabilities, and other equity-seeking groups. All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority. This is in accordance with Canadian immigration requirements.
Lakehead University has a goal to recruit and retain a diverse workforce as measured by increasing representation of underrepresented groups among applicants, candidates, and hires. Experience working with Indigenous or racialized communities, and/or members of other equity-deserving groups, is a strong asset. A lived experience or worked experience of any of these issues is preferred.
We appreciate your interest; Lakehead University is committed to supporting an accessible environment. Applicants requiring accommodation during the interview process should contact the Office of Human Resources at (807) 343-8010 ext. 8334 or human.resources@lakeheadu.ca to make appropriate arrangements.