Police Dispatcher

Case Western Reserve University; Cleveland (OH); On-site; USD 23,000 - 32,000; Full time

Job summary

Case Western Reserve University is seeking a Police Dispatcher to coordinate emergency and non-emergency response across campus. Under general direction, you will prioritize requests, document incidents, and serve as the information hub for the Division of Public Safety.

Key duties include handling radio, phone, and email traffic; managing alarms; supporting safe ride services; and monitoring cameras and access control. A background in public safety and a 25 wpm typing speed are preferred.

Qualifications

• Minimum 1 year of call center or telephone operator experience.
• Experience in public safety/security preferred.
• High school diploma required; two-year degree preferred.
• Must obtain LEADS certification; APCO Public Safety Telecommunicator 1 required within 12 months.
• Emergency Medical Dispatcher certification preferred.
• Ability to pass background, psychological screening, and skills assessment.
• Typing proficiency 25 wpm.

Responsibilities

• Receive, dispatch, and coordinate police, security, and maintenance calls via radio and phone.
• Monitor alarms and manage routine and emergency communications.
• Direct safe ride and transportation program operations via dispatch software.
• Access and share sensitive data per state rules with officers.
• Notify staff during emergencies using mass notification systems.
• Monitor 1000+ cameras to document incidents.
• Coordinate access, lost and found, and key management.
• Perform system tests and supervise temporary staff as needed.

Skills

Calm under pressure

Multitasking

Excellent communication

Typing 25 wpm

Emergency dispatch

Team collaboration

Education

High school diploma

Two-year degree in Law Enforcement/Criminal Justice

LEADS certification

Public Safety Telecommunicator 1

Emergency Medical Dispatcher certification

Tools

App Armor

Computer-aided dispatch

Alarm monitoring systems

Job description

Case Western Reserve University is committed to providing a transparent estimate of the salary for this position at the time of its posting. The starting wage rate is $20.00 per hour, depending on qualifications, experience, department budgets, and industry data.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

POSITION OBJECTIVE

Working under general direction, the Police Dispatcher serves staff, faculty, students, and community in a manner that is consistent with the educational philosophy and principles of Case Western Reserve University. The primary objective of the police dispatcher position is to coordinate emergency and non-emergency response and communications to all emergencies. Duties include prioritizing requests for service, while positively representing the university and upholding the reputation of the Division of Public Safety; serve as the university's information hub and recorder for all emergency and non-emergency situations; and monitor, access, edit sensitive and confidential systems to ensure the university operates without interruption.

Essential Functions

• Receive, transmit, and dispatch all police, security, maintenance, parking and outside support agencies on multi-based radio communications. Receive, handle and/or transfer all calls (emergency and non-emergency) on a five-line phone system and an automated call management system. Gather and compile information for management use via computer-aided dispatch. (25%)
• Monitor three alarm systems and receive all alarms, security breaches, safety hazards. Initiate and follow-up on routine and non-routine email correspondence. Monitor, receive emergency calls and texts via university emergency phones and App Armor software. Perform, prepare, support, and/or coordinate routine functions such as unlocking/securing doors for staff/ faculty/ students, fire alarm and sprinkler by-passes/re-enables, fire watches, money escorts, parking infractions, traffic control, and additional routine calls for service. (25%)
• Coordinate, oversee and direct the safe ride safety and responsive transportation programs operations via automated dispatching software. (15%)
• Monitor and utilize the law enforcement automated data system in accordance with state rules and regulations to receive nationwide alerts, enter/retrieve information and provide sensitive personal and vehicle information to requesting police officers as requested. (8%)
• Coordinate all emergency and non-emergency communications, make appropriate notifications, to include sending mass notification to alerts to staff, faculty, students and key community members of potentially hazardous situations via multiple mass notification systems. (7%)
• Monitor, capture and retrieve video from in excess of 1,000 cameras to identify, review and document incidents and provide officer safety (number of cameras increased). (6%)
• Check out and receive keys of daily contractors and vendors. Coordinate, oversee and direct university lost and found program. (6%)
• Perform routine tests of all systems in accordance with written policy and procedures; report any issues and/or malfunctions, i.e. panic alarms, camera operations, emergency phones, radio patching, mass notifications, etc. May direct the work of temporary and/or part-time employees. (6%)

Nonessential Functions

• May assist in training new hires and temporary staff. (1%)
• Perform other tasks as assigned; learn new systems/upgrades as implemented. (1%)

CONTACTS

Department: Frequent communication in person, via telephone and/or radio with: directors, managers, police officer in charge, police officers, mobile and facility security officers, contract security guards, security system's manager, fire and security technician and Access Services.

University: Daily communication in person, via telephone and/or radio with: directors, managers, supervisors, coordinators, maintenance customer service, information technology services, faculty and staff.

External: Frequent communication with emergency response agencies, i.e. Cleveland Fire, Police and Emergency Medical Services, Cleveland Heights Fire, Police and Emergency Medical Services, University Circle Police, contractors, vendors, and visitors.

Students: Daily communication in person, telephone and/or text with Case Western Reserve University students to exchange information.

SUPERVISORY RESPONSIBILITY

No direct supervision of staff employees but does direct part-time staff while on duty.

Qualifications

Experience: A minimum of 1 year of call center or telephone operator experience. Experience in public safety/security or a related field preferred.

Education/Certification: High school education required. Two-year degree in Law Enforcement/Criminal Justice preferred. Must be able to successfully receive Law Enforcement Automated Data System certification. Public Safety Telecommunicator 1 certification by the Association of Public‑Safety Communications Officials is required at the time of employment or within 12 months of hire. Certification must be maintained throughout tenure. Emergency Medical Dispatcher certification by the International Academies of Emergency Dispatch preferred.

Required Skills

• Ability to pass a thorough background investigation including criminal history. Ability to undergo psychological screening and a job‑related skills assessment that includes basic computer skills and typing proficiency of 25 wpm.
• Have a working knowledge and understanding of the communication needs supporting a Police and Security function within an educational institution.
• Possess the ability to remain calm and effectively direct communications and record all details during stressful emergency and non‑emergency crisis situations.
• Possess a working knowledge and understanding of quality focused confidential communication and have the ability to interact in a sensitive, courteous and understanding manner with members of the academic community.
• Ability to multi‑task. Ability to monitor and answer radio traffic, answer and make telephone calls, and operate multiple computer based systems simultaneously.
• Excellent written and verbal communication skills and computer literate.
• Ability to demonstrate successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
• Ability to interact with colleagues, supervisors and customers face to face.
• Ability to meet consistent attendance.
• Willingness to learn and work with Artificial Intelligence (AI) tools and technologies.

WORKING CONDITIONS

The employee will be required to spend extended periods of time sitting. Exposure to inside and outside environmental conditions. May require reaching, standing, walking, climbing, grasping, feeling and the ability to lift or move objects of up to 20 pounds. The employee may be required to work extended hours based on situational and staffing needs.

Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.

Case Western Reserve University complies with the Americans with Disabilities Act regarding reasonable accommodations for applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the CWRU Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicants will be made on a case‑by‑case basis.