Communications Dispatcher II (Facilities Services)

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity. The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued-and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.

Job Summary

The Communications Dispatcher II (Facilities Services) operates with considerable independence to maintain the 24 / 7 / 365 Facilities Service Center. Primary responsibilities include core activities related to academic, administrative, and residential routine and emergency facilities management. Areas of responsibility include, but are not limited to, initial contact for campus facilities questions and concerns, dispatching field personnel, entry and review of online service requests, emergency situational awareness and management, campus facilities emergency notifications, and card access monitoring and maintenance.

Essential Functions

Serves as the full-time primary contact for all campus facilities questions and concerns.

Responsible for using independent thinking to evaluate all concerns received via phone or the online maintenance request system and determining and initiating the appropriate response. This may include the assignment of tasks for maintenance, custodial and contractor personnel, emergency procedures including escalation and call backs, and notification of affected students, faculty, and staff.

Responds promptly to emergency situations with the coordination of facilities personnel response.

Receives and relays maintenance trouble calls to personnel in the field, communicates request details to appropriate personnel and agencies including, Facilities & Campus Services, UMPD, Johnson Controls, Otis Elevator, Simplex and UMass EH&S.

Responsible for off-hour access control. Utilizes procedure to verify identities and dispatch staff to grant access.

Responsible for maintenance processing and monitoring in the card access system.

Responsible for health and safety monitoring and coordination including confined space, EH+S F1, Watch Tour, and Fire Alarm response.

Responsible for using independent judgement in the execution of campus-wide emergency communication and internal Facilities leadership communication via computerized notification system.

Monitors building control system alarms (Metasys, etc.) and exercises independent judgement in notifying appropriate campus personnel of situations.

Creates activity and analysis reports related to facilities maintenance activities via computerized maintenance management system CMMS) and through online service logs.

Prepares and produces correspondence, reports, charts, graphs, forms, and financial data through use of computers and associated software.

Collaborates in training new full-time staff on protocols, processes, and responsibilities.

Serves as member of the Facilities and Campus Services Operational Services team to develop, review, and modify policies and procedures designed to enhance operational effectiveness.

Works shifts as assigned, including weekends and holidays.

Other Functions

Performs other duties as assigned.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

High School diploma or equivalent.

Ability to speak, read, and write the English language in a clear and concise manner.

At least one (1) year of customer service experience.

At least one (1) year of office experience.

Excellent interpersonal skills to establish and ability to maintain relationships with customers. Must have the ability to foster and maintain harmonious relationships with others.

Ability to work under pressure in a fast-paced environment with the ability to multi- task, think critically, and problem solve.

Ability to exercise sound judgement in responding promptly to emergency situations for the purpose of dispatching personnel, resolving urgent issues, and escalating to leadership team.

Ability to understand and communicate work related repair and maintenance information.

Ability to use sound judgement and discretion in the handling of confidential information.

Ability to organize, plan, and complete work assignments with minimal direction.

Ability to work and communicate with diverse populations.

Computer proficiency with Microsoft Office suite, including word processing, databases, spreadsheets, online file storage.

Ability to work independently.

Willingness to accept new projects or tasks.

Physical Demands / Working Conditions

Work is performed in a typical office environment.

Additional Details

This position is classified as on call and essential for all University emergency closings.

Works shifts as assigned, including off-shift, weekends, and holidays as necessary to support a 24 / 7 / 365 operation.

Work Schedule

40 hours per week.

Thursday-Monday; 3pm-11pm.

Salary Information

AFSCME Non-Exempt Grade 14.

Special Instructions to Applicants

Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

The University of Massachusetts Amherst welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.