Facilities Dispatch Specialist II (24/7 Emergency Center)

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

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,