Central Station Dispatcher - Part time

All-Guard Alarm Systems, Inc.; Livermore (CA); On-site; USD 24,796 - 35,817; Part time

Job summary

All-Guard Alarm Systems, Inc. is seeking a part‑time Central Station Dispatcher for swing shift (1:30 pm – 10:00 pm). The role involves being the first point of contact for dispatching emergency and non‑emergency resources and managing incident information flow.

Reports to the Central Station Manager/Assistant Manager and Shift Supervisor. Responsibilities include handling alarms, updating incidents in DICE/Immix by SureView or Frontel, following service scripts, and maintaining accurate account

Qualifications

• Excellent teamwork and customer service skills.
• Ability to read and follow written instructions.
• Clear verbal and written communication required.
• Knowledge of 24-hour time format is beneficial.

Responsibilities

• Receive and dispatch emergency and non-emergency resources.
• Process alarms by priority per policy.
• Update and monitor incidents via DICE/Immix/Frontel.
• Communicate information clearly to subscribers and agencies.
• Maintain and update account records; input data as needed.
• Operate phone system in a professional manner per guidelines.

Skills

Team player

Customer service

Communication

24-hour time format

Shift flexibility

Computer literacy

Tools

DICE

Immix by SureView

Frontel

Job description

Central Station Dispatcher - Swing Shift (01:30 pm - 10:00pm) - Part time

The Central Station Dispatcher is the initial contact for dispatching emergency and non‑emergency resources (public safety, alarm company personnel, responsible parties) and is responsible for managing the flow of incident related information to and from said resources. This position reports to the Central Station Manager/Central Station Assistant Manager/Shift Supervisor. The Central Station Dispatcher may be assigned additional tasks or duties by the Central Station Shift Supervisor and/or Central Station Manager and Assistant Manager.

Key Duties & Responsibilities

• Receive information from multiple sources requiring dispatch of emergency and/or non‑emergency resources.
• Exhibit the knowledge to competently process alarm conditions as received, processing highest priority alarms first. Alarms will be processed consistently in accordance with departmental policy as outlined in GCS Training Guide and/or written memos or procedures.
• Enter, update, and monitor the status of incidents via DICE, Immix by SureView or Frontel.
• Properly, politely and diplomatically communicate necessary information to subscribers, emergency agencies, responsible persons, and the alarm companies using GCS approved customer service skills and phraseology or script.
• Qualified to input a basic, uncomplicated account into DICE.
• Receive and interpret verbal and written instructions to create new accounts. Receive temporary information changes from subscribers and Alarm Companies. Enter received data into the account file or forward information to data entry personnel for input.
• Understand all of the operations of DICE alarm monitoring software in accordance with granted level of access.
  • Completing alarm events; manual alarm generation, creating, printing and completing service tickets, viewing reports of history.
  • Searching for accounts; placing accounts on test, writing account notes, entering O/C temporary schedules, viewing accounts and dealer accounts, exiting DICE.
  • Edit/Update Accounts: change account numbers, print/fax/email reports, dictate, compose, and complete edit requests.
• Maintain filing or scanning of account paperwork. Working in conjunction with appropriate guidelines and procedures for filing and/or scanning.
• Properly use phone equipment, including Listen/Talk back functions, transferring phone calls to appropriate personnel whether they are in house or in the field, send phone call to voicemail, conference two phone calls together when necessary, and following all written guidelines and procedures in regards to proper phone call etiquette.
• Understands basic functions of alarm equipment as outlined in GCS Training Guide. Assists subscribers with basic technical questions/needs utilizing DICE and or Tech Help as well as performing successful downloading of panels upon request.
• Exhibits professional behavior with all interactions, internal and external. Presents All‑Guard/Grand Central Station in a positive light at all times.
• Maintains open communication with management including training needs, morale, and other basic employee issues.
• Meets all deadlines as assigned.

Minimum Qualifications

• Ability to function as an effective team member
• Strong customer service orientation
• Knowledge and ability to utilize 24‑hour time format
• Ability to work day, swing, graveyard, and rotating shifts, holiday, weekends and overtime as needed
• Ability to read and follow written instructions
• Ability to follow verbal instructions
• Ability to communicate clearly and concisely both verbally and in writing
• Ability to meet deadlines
• Ability to solve practical problems and carry out responsibilities with minimum direction
• Ability to prioritize multitask responsibilities
• Computer literacy

Physical Demands

• Must be able to see, hear, speak, and write clearly to communicate with employees, customers, and/or vendors; manual dexterity required for occasional reaching and lifting of small objects, and operating office equipment. Must be able to walk up two flights of stairs to get to work‑station.

Work Environment

• The office is clean, orderly, properly lit and ventilated. Noise levels are considered low to moderate.