Security Operations Center Officer

SMGHA Nevada, LLC; United States; On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Competitive pay

Career growth programs

Job summary

SMGHA Nevada, LLC is seeking a Dispatch Operator to manage calls and emergency communications effectively. This position involves maintaining constant contact with security personnel and accurately documenting all relevant transmissions and requests for assistance.

The ideal candidate will possess strong communication skills, a high school diploma, and prior experience in customer service or dispatch roles. Competitive pay and benefits are provided to support your growth.

Qualifications

• Must be at least 21 years of age.
• Ability to obtain and maintain a government-issued ID.
• Experience in receiving and processing customer service calls.

Responsibilities

• Receives and dispatches calls and messages.
• Maintains contact with Security Officers.
• Keeps daily computerized logs of calls.
• Monitors alarm systems and emergency situations.

Skills

Customer service experience

Problem-solving skills

Communication skills

Multi-tasking

Ability to handle stress

Education

High School Diploma or GED

Tools

Microsoft Office

RiMS computer-aided dispatch software

Motorola radio equipment

Job description

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.
• Keeps a 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 factors such 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, including but not limited to the Fire Alarm Panel and Access Control.
• Concurrently monitors and utilizes multiple radio frequencies.
• Documents all relevant Palms transmissions in emergency situations with accuracy.
• Makes appropriate notifications for requests such as 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 a 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.
• 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.
• 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 and exercise good judgment to 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 the 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.

Benefits

We provide competitive pay, benefits, and programs that help you learn and grow.

Equal Employment Opportunity Statement

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.