Communications Dispatcher II (Facilities Services)

University of MA Amherst Careers; Amherst (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

The University of Massachusetts Amherst seeks a Communications Dispatcher II (Facilities Services) to operate the 24/7 Facilities Service Center in Amherst. You will handle campus facilities inquiries, dispatch maintenance staff, process service requests, and manage emergency notifications and access control, on-site, with a Thursday–Monday, 3pm–11pm schedule.

The role requires strong communication, calm under pressure, independent judgement, and the ability to train new staff, monitor alarms,

Qualifications

• High School diploma or equivalent.
• At least one year of customer service experience.
• At least one year of office experience.
• Ability to speak, read, and write the English language clearly.
• Excellent interpersonal skills to establish and maintain relationships.
• Ability to work under pressure in a fast-paced environment.
• Ability to exercise sound judgement in responding promptly to emergency situations for 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 handling 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.

Responsibilities

• Serve as the full-time primary contact for campus facilities questions and concerns.
• Evaluate concerns and initiate appropriate response and dispatch tasks for maintenance, custodial and contractor staff.
• Respond promptly to emergency situations with facilities personnel coordination.
• Relay maintenance calls to field personnel and agencies (UMPD, Johnson Controls, Otis Elevator, Simplex, UMass EH&S).
• Manage off-hour access control and verify identities for staff dispatch.
• Maintain card access system and CMMS records.
• Coordinate health and safety activities including EH&S Watch Tour and Fire Alarm response.
• Participate in emergency communications and internal leadership notifications.
• Monitor building control system alarms and notify campus personnel as needed.
• Create activity and analysis reports from CMMS and online service logs.
• Prepare correspondence, reports, charts, and financial data using computers.
• Train new full-time staff on protocols and procedures.
• Collaborate on policy updates within Facilities & Campus Services Operational Services.
• Work shifts as assigned, including weekends and holidays.

Skills

Customer service

Communication

Under pressure

Teamwork

Independent work

Problem solving

Discretion

English proficiency

Education

High School diploma or equivalent

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

Classified Step Scale

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.