Dispatcher

Young-Williams Animal Center; Knoxville (TN); On-site; USD 36,000 - 48,000; Full time

Job summary

Young-Williams Animal Center in Knoxville, Tennessee seeks an Animal Services Dispatcher to receive, evaluate, and act on emergency and non-emergency calls related to animal care, welfare, and regulatory matters. The role dispatches calls to Animal Services Officers and maintains shelter records with professionalism and compassion.

The position requires handling diverse calls, staying informed on laws, and providing proactive, community-focused service while supporting the division’s vision of a

Qualifications

• High school diploma or equivalent is required.
• Minimum two years of customer service or social services experience.
• Experience with database and office software preferred.

Responsibilities

• Receive and route emergency and non-emergency calls to officers.
• Elicit information, evaluate calls, and determine proper actions.
• Maintain shelter records using shelter software.
• Learn and apply best practices in animal care and control.
• Discharge duties with professionalism and public courtesy.

Skills

Effective communication

Customer service

Multitasking

Team player

Professional demeanor

Education

High school diploma or equivalent

Tools

Database software

Office software

Job description

JOB SUMMARY: To receive, evaluate and act upon emergency and non-emergency calls regarding animal control and welfare matters; and to perform related work.

Animal Services Dispatcher is responsible for receiving requests for service by telephone or email and dispatching routine and emergency calls to Animal Services Officers in the field. These calls are regarding state and local animal cruelty and regulatory laws, in addition to other law enforcement animal control functions as well as shelter operations.

VISION: Assist and support Young-Williams Animal Center & Animal Services Division’s vision of A Home for Every Pet through helpful, supportive, non-judgmental, proactive services that connect the community with our programs and Animal Services Officers.

This position is supervised by: Animal Services Supervisor

ESSENTIAL FUNCTIONS OF THE JOB INCLUDE:

• Receive emergency and non-emergency telephone calls from the public and law enforcement agencies relating to state and local animal cruelty and regulatory laws, in addition to other animal control law enforcement matters and shelter operations
• Elicit information from callers, evaluates telephone calls, and decides upon or takes proper action to resolve complaints or other animal control issues
• Interpret and stay up to date on state animal cruelty laws, local regulatory laws, animal control rules and procedures in order to ensure Department maintains compliance
• Effectively operate multiple telephone lines, radio frequencies, a computer and other applicable equipment to communicate information to Animal Services Officers in the field.
• Track the location of Animal Services Officers, dispatches and assigns back-up assistance to officers, and takes other appropriate action to ensure the safety of officers
• Provide a high level of professionalism while instilling a high level of public confidence. Must be able to deal with the public in a tactful and diplomatic manner.
• Maintain thorough records within shelter software
• Learn current national best practices in the field of animal care and control
• Other duties as established

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to communicate effectively in oral and written forms
• Work with minimal supervision and direction
• A proven willingness to assist and help people
• A compassionate, friendly, team-oriented personality
• Commitment to uphold the Core Values of compassion, empathy, innovation, integrity, dedication and collaboration
• Communicate regularly with supervisors and coworkers to ensure they are aware of any issues pertinent to their areas of responsibility
• Participate in staff meetings to share ideas and suggestions for improving Animal Services and the quality of the organization as a whole

REQUIREMENTS:

• Solutions-driven with a positive, optimistic outlook
• High school diploma or equivalent
• Minimum two years customer service and/or social services experience
• Proven ability to handle multiple tasks in a busy workplace environment
• Experienced and comfortable working with database and office software
• Identify issues that arise and are a potential liability the agency
• Resolve conflicts successfully

WORKING CONDITIONS:

• Works under stressful conditions due to the volume and emergency nature of calls received. These calls may consist of inquiries, complaints, and/or demands from hostile or irate persons.
• Works various shifts, holidays and weekends