Dispatcher

Springfield College; Springfield (MA); On-site; USD 42,000 - 64,000; Full time

Job summary

Springfield College is seeking a Dispatcher to serve as the communications hub for the Department of Public Safety. You will coordinate emergency and non-emergency communications, dispatch officers, monitor security systems, document incidents, and provide exceptional customer service to students, staff, and campus visitors.

The role requires handling multiple systems simultaneously in a 24/7 environment and conveying critical information clearly to internal and external partners.

Qualifications

• High school diploma or GED required; CJIS/dispatch credentials preferred.
• Associate/technical degree in Criminal Justice preferred; EMO/APCO certifications welcome.
• 2 years related experience preferred; knowledge of local geography a plus.
• Proficiency with Microsoft Office apps and basic website content skills.
• Cad/ARMS/AXIS/CJIS/Rave systems proficiency expected at intermediate level.
• Able to relay detailed information to varied stakeholders and handle sensitive data.
• Willing to work evenings, weekends, and holidays in a 24/7 Public Safety role.

Responsibilities

• Operate a multi-line telephone system and route calls.
• Serve as first point of contact for lobby callers and visitors.
• Create CAD entries for incidents and events involving the dept.
• Operate radio system for coordination with police/fire/emergency personnel.
• Monitor SPDP scanner and relay pertinent campus activity.
• Monitor campus security cameras for ongoing surveillance.
• Monitor alarms and direct appropriate personnel to alerts.
• Assist with parking questions and lobby kiosk for registrations/appeals.
• Support daily operations in a fast-paced Public Safety environment.

Skills

Customer service

Clear communication

Problem solving

Attention to detail

Teamwork

Education

High school diploma or GED

AS/technical degree in Criminal Justice preferred

EMO, APCO certifications preferred

Tools

CAD

ARMS

AXIS Camera Station

CJIS Applications

Rave Emergency Notification

Multi-line Telephone Systems

Two-way Radio Communications

Microsoft Office (PowerPoint, Excel, Word, Outlook)

Job description

The Dispatcher serves as the communications hub for the Department of Public Safety and is responsible for coordinating emergency and non-emergency communications, dispatching officers, monitoring campus safety and security systems, documenting incidents, and providing exceptional customer service to students, faculty, staff, visitors, and outside agencies. The Dispatcher operates multiple communication systems simultaneously while maintaining situational awareness, ensuring officer safety, and supporting the daily operations of the department in a fast-paced, 24-hour environment.

Duties and Responsibilities:

• Operate a multi-line telephone system and direct calls to the appropriate personnel.
• Serve as the first point of contact for callers and individuals seeking assistance in the lobby.
• Accurately create Computer-Aided Dispatch (CAD) entries for every incident or event involving the department.
• Operate the radio system to maintain clear and effective communication with police, fire, and emergency personnel.
• Monitor the Springfield Police Department scanner and relay pertinent information to Public Safety staff if activity occurs near the campus.
• Operate and monitor campus security cameras to ensure ongoing surveillance and safety.
• Monitor burglar, fire, and card access alarms, and promptly notify and direct appropriate personnel in response to alerts.
• Assists with answering parking questions and providing solutions.
• Assists with kiosk in front lobby for parking registration/ appeals.

Requirements and Qualifications:

• High School diploma or GED
• Associate's or vocational/ technical school degree in Criminal Justice preferred. EMO, APCO certifications preferred.
• 2 years of work related experience preferred
• Knowledge of City of Springfield- Geographical thoroughfares preferred.
• Basic level of proficiency with Microsoft Office PowerPoint, Excel, Word and Outlook, Website content
• Intermediate level of proficiency with Computer Aided Dispatch (CAD), ARMS Records Management System, AXIS Camera Station, CJIS Applications, Rave Emergency Notification System, Multi-line Telephone Systems, Two-way Radio Communications Systems
• Able to exchange detailed and routine information to a broad range of constituents both internal and external while having access to sensitive and/or confidential information.
• Able to handle sensitive issues and facilitate collaboration at the highest level.
• Identify needs/concerns of others, determine potential solutions, resolve or redirect appropriately.
• Public Safety is 24/7 and coverage is always needed. Regular evening, weekend and holiday work required.