Security Operations Center Officer

San Manuel Band of Mission Indians; Las Vegas (NV); On-site; USD 42,000 - 56,000; Full time

Job summary

Palms Casino Resort in Las Vegas is seeking a Dispatcher to secure and record emergency and non-emergency service requests, using voice radios to coordinate equipment and notify supervision.

Under the Security Shift Manager, you will maintain contact with officers, document transmissions, prioritize units, monitor alarms, and liaison with other departments; candidates should have strong communication and multi-tasking abilities and be able to obtain Nevada gaming and TAM certifications.

Qualifications

• High School Diploma or GED required.
• Must be at least 21 years of age.
• Ability to obtain and maintain government issued ID.
• Ability to obtain and maintain a Nevada Gaming License.
• Ability to obtain and maintain a TAM/Alcohol Awareness Card.
• Ability to maintain training certification in Fire Alarm Panel operations.
• Must be able to use a Fire Extinguisher.
• TASER Certification may be required; carry and maintain proficiency.
• 1 year of experience receiving and processing customer service calls.
• Previous dispatch experience preferred.
• Knowledge of radio/telephone transmitting and receiving systems.
• Knowledge of dispatch procedures and policies.
• Knowledge of city/area landmarks and casino locations.
• Knowledge of safety radio codes, ten codes, phonetic alphabet.
• Knowledge of basic criminal and civil law including tribal codes.
• Ability to operate RiMS, Microsoft Office, phones, and Motorola radios.
• Ability to distinguish emergency vs non-emergency calls.
• Good judgment and quick decision-making in emergencies.
• Effective communication with upset customers or employees.
• Ability to listen and assimilate instructions from supervisors.
• Ability to filter extraneous information and focus on urgent data.
• Ability to understand and follow instructions.
• Ability to maintain positive working relationships.
• Ability to type accurately at 35 WPM.
• Must be able to multi-task with efficiency, competency, and patience.
• Regular and predictable attendance is essential.

Responsibilities

• Receives and dispatches calls for Palms and Palms Place; maintain contact with Security Officers.
• Uses multiple communications systems to coordinate calls with law enforcement and departments.
• Inputs and relays information into the database accurately.
• Receives, screens, and enters routine and emergency calls via CAD.
• Provides directions to Security, customers, and emergency responders.
• Determines units to dispatch considering time, description, and hazards.
• Monitors alarm systems and radio frequencies per policy.
• Documents transmissions in emergencies with accuracy.
• Makes appropriate notifications for taxis, tow trucks, locksmiths, and beekeepers.
• Performs other duties to support department operations and public health emergency response.

Skills

Communication skills

Multi-tasking

Attention to detail

Calm under pressure

Typing 35 wpm

Education

High School Diploma or GED

Tools

RiMS software

Microsoft Office

Motorola radio equipment

Job description

At Palms Casino Resort, our promise is simple: we work together to create great experiences for our Team Members and Guests. Under the direction of the Security Shift Manager, the Dispatcher will be responsible for securing and recording information as to the exact location and circumstances of all emergency and non-emergency requests for service. This position uses voice radio to dispatch necessary equipment in accordance with predetermined plans and notifies appropriate supervision on duty. This role keeps radio contact with Security personnel on assignment, keeps supervising officers informed of situations, and dispatches additional record files. This individual maintains communication and serves as a liaison with other departments. This position requires special training and certifications.

Core Responsibilities

• Receives and dispatches calls and messages for Palms and Palms Place: maintains contact with all Security Officers on assignment, maintains accurate status and location of Palms, maintain daily-computerized log of all field/ facility calls and units/officers dispatched. Keeps appropriate members of management apprised of emergency and unusual situations.

• Uses multiple communications systems to coordinate emergency calls and relay information and assistance requests involving law enforcement agencies and other Palms Departments.

• Accurately reads, interprets, inputs and relays information obtained from Officers and guests into the database.

• Receives, screens, and enters routine and emergency calls from Casino personnel, customers and other company employees through the computer-aided dispatching system.

• Provides accurate and understandable directions to Security team members, customers, and emergency responders including but not limited to local law enforcement and fire department personnel.

• Determines the number of units, and which units, to dispatch by considering such factors as time of day, description, and location of calls, units available and probable degree of hazard to the responding units.

• Monitors alarm systems, and other systems in accordance with policy and procedures to include but not limited to Fire Alarm Panel and Access Control. Concurrently monitors and utilize multiple radio frequencies.

• Documents all relevant Palms transmissions in emergency situations with accuracy.

• Make appropriate notifications for request e.g., taxis, tow trucks, locksmiths, and beekeepers.

• Performs other duties as assigned to support the efficient operation of the department.
  Assumes other responsibilities, duties, tasks and assignments that contribute to the mitigation or response to public health emergencies.

Qualifications

• High School Diploma or GED required.

• Must be at least 21 years of age.

• Ability to obtain and maintain government issued ID.

• Ability to obtain and maintain a Nevada Gaming License.

• Ability to obtain and maintain a TAM/Alcohol Awareness Card.

• Ability to maintain training certification in Fire Alarm Panel operations.

• Must be able to use a Fire Extinguisher.

• The team member may be required to successfully complete a TASER Certification Course;carry and maintain proficiency in the use of the equipment.

• One (1) year of experience in receiving and processing customer service calls or requests for service, including dealing with the public in stressful situations required.

• Previous successful dispatch experience preferred.

• Knowledge of basic communications rules and regulations governing operation of radio and telephone transmitting and receiving systems.

• Knowledge of standard radio broadcasting and dispatch procedures and policies.

• Knowledge of landmarks in the city and casino locations as well as geographic boundaries and streets on the reservation and in the surrounding area.

• Knowledge of policies and procedures for receiving and processing emergency and non-emergency calls for service.

• Knowledge of Safety radio codes, ten codes, phonetic alphabet, and practices and procedures.

• Knowledge of basic criminal and civil law including tribal codes and ordinances.

• Ability to operate the department’s computer (Microsoft Office, and RiMS computer aided dispatch software), phone systems, and Motorola radio equipment.

• Ability to distinguish between emergency and non-emergency calls.

• Ability to use creative and proactive problem-solving skills in unusual situations as well as exercise good judgment and make sound decisions quickly in an emergency situation.

• Ability to effectively communicate with and elicit information from upset and/or irate customers or employees.

• Ability to listen to incoming phone information or radio information and assimilate spoken instructions and/or information from other Palms communications dispatchers or San Manuel Public Safety communications dispatcher supervisor.

• Ability to shut out extraneous information from other radio channels and co-workers, while selectively listening to information recognized as crucial, or of an emergency nature.

• Ability to understand and follow oral, written, and electronically transmitted instructions.

• Ability to establish and maintain positive working relationships with communications employees and supervisors, Palms personnel, and law enforcement and/or fire department personnel.

• Ability to type accurately at a speed of at least 35 words per minute.

• Must be able to multi-task with efficiency, competency, and patience.

• Regular and predictable attendance is expected and an essential function of this position.

Physical Demands & Work Environment

• Work is performed in a climate-controlled office setting.
• Must be tolerant of varying conditions of noise level, temperature, illumination, and air quality.
• May be exposed to smoke.
• The noise level in the work environment is usually moderate to loud.
• Constant contact with executives, department management, Team Members, and guests.
• Prolonged sitting or standing and mobility.
• Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions.
• Lift, carry, push, pull or otherwise move objects and/or move up to 50 pounds occasionally.
• Eye/hand coordination.
• Use of standard office equipment.
• Ability to distinguish letters, numbers, and symbols.

At Palms Casino Resort, we are committed to creating a work environment where the growth and well-being of our Team Members is the top priority. We provide equal employment opportunities to all Team Members and applicants for employment and we prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Palms Casino Resort, its affiliates and subsidiaries will make reasonable accommodations in compliance with applicable law.