FT Staff: Telecommunications Officer

Shaw University; Raleigh (NC); On-site; USD 38,000 - 52,000; Full time

Job summary

Shaw University in Raleigh, NC, seeks a Telecommunications Officer reporting to the Telecommunications Supervisor. You will provide campus police and security telecommunications, front desk customer service, and primary phone coverage for the University, ensuring timely receipt and transmission of emergency and non-emergency requests and coordinating with responding units.

This role handles data entry, supports officers with information, and maintains officer status during emergencies.

Qualifications

• Minimum two years of experience in a higher education security, public safety agency, or law enforcement environment.
• Minimum one year of customer service work experience involving the general public.

Responsibilities

• Professionally and effectively answers and dispatches calls for Campus Policy and Security Department.
• Answering and processing emergency incidents and routine incidents for assistance, collecting critical information for officer safety and timely response.
• Provides campus customer service to walk-ins and directs calls appropriately with strong customer service focus.
• Creates and maintains service call log records.
• Processing inquiries, requests for assistance, and complaints in a courteous and efficient manner.
• Appropriating resources to effectively respond to routine and emergency incidents.
• All other related duties as assigned.

Skills

Customer service

English fluency

Empathy

Organizational skills

Teamwork

Multitasking

Education

High School diploma or better

Associate degree in Criminology/Criminal Justice (preferred)

Job description

Reporting to the Telecommunications Supervisor, the Telecommunications Officer provides departmental telecommunications functions to the Campus Police and Security Department, including front desk customer service and phone coverage for the University. The position is accountable for ensuring the efficient receipt and transmission and coordination of on-campus emergency and non-emergency requests for police assistance. In addition, the Telecommunications Officer will provide campus customer service phone coverage to include answering all calls to the University and directing such calls appropriately. The Telecommunications Officer will collect pertinent data, determines and contacts appropriate responding units, maintains calls in the data base using real time entry, and provides responding officers with all necessary information. Obtains and maintains officer status through the duration of each emergency call.

Essential Job Functions

• Professionally and effectively answers and dispatches calls for Campus Policy and Security Department
• Answering and processing emergency incidents and routine incidents for assistance, communicating clearly and effectively to a reporting party to collect critical information for officer safety awareness and timely response.
• Professionally and effectively answers campus calls and directs calls appropriately with strong customer service focus
• Provides professional and effective customer service to walk-ins
• Creates and maintains service call log records
• Processing inquiries, requests for assistance, and complaints in a courteous and efficient manner
• Appropriating resources in order to effectively respond to routine and emergency incidents
• All other related duties as assigned

Supervisory Responsibilities

None

Minimum Job Qualifications

Education and/or Experience

• Typically, a high school diploma is required. College coursework in police science, criminology or related field is preferred or equivalent experience
• Minimum two years of experience working in a higher education security, public safety agency, or law enforcement environment
• Minimum one year of customer service work experience involving the general public

Certificates, Licenses or Registrations

None

Other Competencies (skills, abilities, behavior)

Must have a philosophy that is consistent with the Mission, Vision and Core Values of the organization. Vision, commitment, and experience in achieving goals and pursuing excellence is critical. Strong customer skills. Strong empathy and people skills. Excellent organizational skills. Ability to work well independently and as a member of a team. Ability to manage multiple projects simultaneously. Must be able to read, write and speak fluently in English.

Physical Demands

Ability to sit or stand for up to 8 hours/day. Some lifting (up to 25 pounds occasionally), bending, and carrying. Specific vision abilities include the ability to use close vision. The employee is regularly required to talk and hear, and to use hands and fingers to handle or feel.

Qualifications

Education

• Required High School or better.
• Preferred Associates or better in Criminology and Criminal Justice.

Experience

• Required 2 years: Typically, a high school diploma is required. College coursework in police science, criminology or related field is
  preferred or equivalent experienceMinimum two years of experience working in a higher education security, public safety agency, or law enforcement environment
• Preferred 2 years: Minimum one year of customer service work experience involving the general publicTelephone technique training a plus

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.