Operations Center Specialist

Salary/Position Classification

• $36,400-$40,000 annual, Non-Exempt (Eligible for overtime)
• 40 hours per week
• This position will work onsite the Grand Forks, ND campus.

Purpose of Position

The 24/7 Operations Center is responsible for receiving, coordinating, and dispatching emergency and non-emergency calls related to overall campus operations. The Center is also responsible for central station monitoring for critical UND systems. This position works as part of a team within the 24/7 Operations Center.

Duties & Responsibilities

• Answer calls for service and dispatch of appropriate personnel; responsible for customer-focused service. 
  • Answer incoming calls for service and safety.
  • Evaluate and prioritize incoming calls, communicating effectively with various callers to obtain complete information to determine urgency and need for dispatch.
  • Exercise independent judgement while following appropriate procedures and policies in choosing the appropriate order in which to complete assigned tasks and initiate proper responses by other UND staff.
  • Perform other related operator and dispatch duties as may be assigned by the department. 
• Operate security and building automation control and maintenance systems; locate, implement, and document required changes as needed per the request received from Facilities Management staff; prepare and maintain departmental records. 
  • Evaluate nature and location of the alarm and provide timely notification and/or dispatch of appropriate personnel in accordance with operational procedures.
  • Responsible for proper documentation of all alarms and central points.
  • Responsible for immediate notification of all fire/life/safety alarms, dispatching of appropriate emergency response personnel and follow-up notifications for other personnel in accordance with operation procedures.
  • Responsible for the safety and security of all audio and video recorded data.
  • Prepare and maintain official records and action taken.
  • Input, update, request, transmit, and query information from a variety of sources to maintain accurate records. 
• Follow established procedures for issuing to or returning keys and electronic door access. 
  • Prepare and maintain official records and actions taken.
  • Responsible for the safety and security of all keys or building access devices distributed from the Operations Center.
  • Responsible for scheduling of doors to lock/unlock for special events.
  • Responsible for approval/removal of electronic door access requests within EBI security manager. 
• Assists in timely and appropriate dispatch of officers and first responders during incident response. Provide back up for Operations Center Manager during emergency situations. 
  • Under the direction of the Operations Center Supervisor assist and provide back up during an emergency situation.
  • Works within the National Incident Management System (NIMS) and when required, participates in the UND Emergency Operations Plan and associated operations implementation to include notification of response personnel for the Emergency Management Team and/or Crisis Response Team.
  • Responsible for timely response, situational awareness and dispatching for 911 calls for UND's jurisdiction in coordination with the Grand Forks Public Safety (PSAP) and local and regional emergency services.
  • With appropriate authorization, transmits emergency mass notification messages and/or timely warnings.
  • Monitors weather conditions and operates UND's mass notification equipment when required.
  • Performs other emergency management duties as assigned by the department. 

Required Competencies

• Excellent verbal and written communication skills.
• Ability to work with diverse customers.
• Excellent Customer Service skills.
• Ability to maintain confidentiality.
• Ability to work for ALL shifts (days, nights, weekends, holidays)

Minimum Requirements

• Associates Degree or 3 years of directly related experience.
• 2 years operations experience in emergency management, emergency dispatch, operations center or equivalent.
• Experience with operations center software and systems or equivalent including building automation, security alarms, electronic door access, camera surveillance, mass notification and virtual emergency management,.
• Professional experience working with Microsoft Word, Excel and Outlook.
• Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment.

Preferred Qualifications

• Experience working in a 911 call center.