Communications Dispatcher II (Facilities Services)

University of Massachusetts Amherst; Amherst (MA); On-site; USD 52,000 - 78,000; Full time

Job summary

The Communications Dispatcher II (Facilities Services) at University of Massachusetts Amherst operates with considerable independence to run the 24/7/365 Facilities Service Center, handling campus facilities inquiries, dispatching field staff, and processing online service requests.

They monitor alarms and card access, coordinate emergency responses, and produce reports from CMMS and logs while assisting in training new full-time staff and supporting campus operations.

Qualifications

• High school diploma or equivalent.
• At least 1 year of customer service experience.
• At least 1 year of office experience.
• Proficient in English (reading/writing/speaking).
• Strong interpersonal and communication skills.
• Ability to work under pressure in a fast-paced environment.
• Ability to multi-task, think critically and problem solve.
• Sound judgement for emergency dispatch and coordination.
• Proficient with Microsoft Office suite.

Responsibilities

• Serve as the full-time primary contact for campus facilities questions.
• Evaluate concerns and initiate appropriate responses, including task assignments.
• Respond to emergencies coordinating facilities personnel.
• Relay maintenance calls to field staff and agencies.
• Monitor card access, entry systems, and door security procedures.
• Create reports from CMMS and service logs.
• Prepare correspondence, reports, and financial data using computers.
• Train new full-time staff on protocols and procedures.
• Support 24/7/365 operations and schedule coverage.
• Collaborate on policies to enhance operational effectiveness.

Skills

Customer service

Office experience

English proficiency

Interpersonal skills

Working under pressure

Critical thinking

Sound judgement

Organization & planning

Independent worker

Willingness to learn

Education

High School diploma

Tools

Microsoft Office

Job description

Title:

Communications Dispatcher II (Facilities Services)

Executive Area:

Administration and Finance

College/School/MBU:

Facilities & Campus Services

Department:

FCS Operational Services

Work Location:

Amherst

Schedule:

Full time

Work Arrangement:

Onsite

Job Summary

The Communications Dispatcher II (Facilities Services) operates with considerable independence to maintain the 24/7/365 Facilities Service Center. Primary responsibilities include core activities related to academic, administrative, and residential routine and emergency facilities management. Areas of responsibility include, but are not limited to, initial contact for campus facilities questions and concerns, dispatching field personnel, entry and review of online service requests, emergency situational awareness and management, campus facilities emergency notifications, and card access monitoring and maintenance.

Essential Functions

• Serves as the full-time primary contact for all campus facilities questions and concerns.
• Responsible for using independent thinking to evaluate all concerns received via phone or the online maintenance request system and determining and initiating the appropriate response. This may include the assignment of tasks for maintenance, custodial and contractor personnel, emergency procedures including escalation and call backs, and notification of affected students, faculty, and staff.
• Responds promptly to emergency situations with the coordination of facilities personnel response.
• Receives and relays maintenance trouble calls to personnel in the field, communicates request details to appropriate personnel and agencies including, Facilities & Campus Services, UMPD, Johnson Controls, Otis Elevator, Simplex and UMass EH&S.
• Responsible for off-hour access control. Utilizes procedure to verify identities and dispatch staff to grant access.
• Responsible for maintenance processing and monitoring in the card access system.
• Responsible for health and safety monitoring and coordination including confined space, EH+S F1, Watch Tour, and Fire Alarm response.
• Responsible for using independent judgement in the execution of campus-wide emergency communication and internal Facilities leadership communication via computerized notification system.
• Monitors building control system alarms (Metasys, etc.) and exercises independent judgement in notifying appropriate campus personnel of situations.
• Creates activity and analysis reports related to facilities maintenance activities via computerized maintenance management system CMMS) and through online service logs.
• Prepares and produces correspondence, reports, charts, graphs, forms, and financial data through use of computers and associated software.
• Collaborates in training new full-time staff on protocols, processes, and responsibilities.
• Serves as member of the Facilities and Campus Services Operational Services team to develop, review, and modify policies and procedures designed to enhance operational effectiveness.
• Works shifts as assigned, including weekends and holidays.

Other Functions

• Performs other duties as assigned.

Minimum Qualifications

• High School diploma or equivalent.
• At least one (1) year of customer service experience.
• At least one (1) year of office experience.
• Ability to speak, read, and write the English language in a clear and concise manner.
• Excellent interpersonal skills to establish and ability to maintain relationships with customers. Must have the ability to foster and maintain harmonious relationships with others.
• Ability to work under pressure in a fast-paced environment with the ability to multi- task, think critically, and problem solve.
• Ability to exercise sound judgement in responding promptly to emergency situations for the purpose of dispatching personnel, resolving urgent issues, and escalating to leadership team.
• Ability to understand and communicate work related repair and maintenance information.
• Ability to use sound judgement and discretion in the handling of confidential information.
• Ability to organize, plan, and complete work assignments with minimal direction.
• Ability to work and communicate with diverse populations.
• Computer proficiency with Microsoft Office suite, including word processing, databases, spreadsheets, online file storage.
• Ability to work independently.
• Willingness to accept new projects or tasks.

Additional Details

• This position is classified as on call and essential for all University emergency closings.
• Works shifts as assigned, including off-shift, weekends, and holidays as necessary to support a 24/7/365 operation.
• This position is subject to final budgetary and administrative approval.

Working Conditions

Work is performed in a standard office or indoor university environment and involves minimal physical exertion.

Work Schedule and Work Arrangement

Thursday-Monday; 3pm-11pm

Salary Information

• Pay Grade: AFSCME Grade 14

This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply early.