Command Base Dispatcher

The HEAT Group; Miami (FL); On-site; USD 32,000 - 45,000; Full time

Job summary

Miami Heat is seeking an entry-level Command Base Dispatcher to receive, document, and dispatch calls during home games and other events at the Kaseya Center. The role requires professionalism, clear communication, and the ability to multitask in a dynamic arena environment.

Under the Incident Management Supervisor, you will route requests to the appropriate department, track progress in the IMS, and ensure all calls are closed before the event ends.

Qualifications

• Strong communication and organization are essential for dispatching calls.
• Ability to multitask in a fast-paced arena environment.
• Team-oriented collaboration with multiple departments.

Responsibilities

• Receive, document, and dispatch calls and service requests.
• Route requests to the appropriate department and track to completion.
• Record call details, resolution, and completion times in the IMS.
• Monitor real-time calls and disseminate event advisements to departments.
• Escalate urgent calls to the Incident Management Supervisor promptly.
• Remain on post until relieved and event is closed in IMS.

Skills

Clear communication

Multitasking

Team collaboration

Professional demeanor

Education

High School Diploma

Tools

Incident Management System

Job description

The Miami HEAT and the Kaseya Center are looking for a Command Base Dispatcher! This entry-level role is responsible for receiving, documenting, and dispatching calls and service requests that come into the Arena Command Base during Miami Heat home games, concerts, and other events. Working under the Incident Management Supervisor, the Command Base Dispatcher ensures each request is routed to the appropriate department and tracked through to completion. The ideal candidate has a pleasant, professional demeanor, communicates clearly, and can multitask effectively in a fast-paced environment.

ESSENTIAL FUNCTIONS: The following are examples of the various functionsrequired. The job requirements are not limited to the items on this list.

• Collect assigned event materials prior to each event, report to the Command Base, review the Communication Sheet for event information, and open the Command Base 30 minutes prior to doors.
• Collaborate effectively in a team environment, follows direction from supervisors, and maintains strong organizational skills while multitasking in a fast-paced setting.
• Answers all calls professionally, repeating the caller’s name, department, and task to confirm the request is heard correctly.
• Document each call received with the time, name, and department of the caller, and dispatch it to the appropriate department immediately.
• Record the completion time of each call, the name of the staff who resolved it, and a detailed description of the resolution.
• Track calls and service requests in real time using the 24/7 Incident Management System and/or other designated software.
• Disseminate advisements to departments regarding start times, intermissions, quarter completions, and any other operational changes.
• Maintain a working knowledge of the facility, the function of each department, current and upcoming events, and the surrounding area.
• Maintain awareness of event-specific SOPs and potential contingencies, such as a “Rain Plan” or an “Evacuation.”
• Escalate urgent or critical calls to the Incident Management Supervisor promptly, following established communication protocols.
• Remain on post until relieved or dismissed by the Supervisor or Event Manager, and until the building is cleared, all calls are closed, and the event is closed in the IMS program.

Desired Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience

High School Diploma or equivalent preferred. Prior dispatch experience is preferred; entry-level candidates are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender/gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. EOE & DFWP

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.