Communication Technician Lead

Apply now Job no: 496669
Work type: Staff Full-Time
Location: Denver, CO
Categories: Campus Safety

The Division of Campus Safety is committed to providing the highest quality safety and security services in a respectful, professional and consistent manner. The Division is also committed to maintaining a work environment that encourages knowledge of, respect for and development of skills to effectively engage with diverse individuals and communities. Applicants from members of historically underrepresented groups including minorities, women, members of the LBGT community, people with disabilities and veterans are encouraged to apply.

Position Summary

The Communications Technician (Dispatcher) works in the University of Denver Campus Safety Communications Center which is a 24/7 operation. The Communications Technician is responsible for receiving and dispatching calls and messages to Campus Safety Officers for the University of Denver campus. The Communications Technician Lead is a specialized position within the Campus Safety division, which is responsible for day to day operations in the communication center. This position leads a team of communications technicians that provide customer service oriented essential communications between campus safety personnel including, campus safety officers, alarm technicians and parking enforcement officers in the field, outside emergency and law enforcement agencies and the public.

The Communications Technician Lead performs skilled technical and administrative work in the Campus Safety communication center operations, maintain telecommunications, radio and computer equipment, performing quality assurance, prepare and maintain a variety of records and reports, and related work as apparent or assigned. This position assists in providing a safe and secure campus environment by receiving and prioritizing calls, relaying accurate information to responding personnel.

The Communications Center is primary Campus Safety/emergency answering point and individuals must screen all calls and monitor blue phone emergency lines to determine the appropriate level of service needed in emergency and non-emergency situations and allocate appropriate personnel and resources to incidents. Individuals assigned to the Communication Center must document calls for service using a Computer Aided Dispatch computer system, access campus information, and query several different databases.. This position is considered essential personnel and may be required at any given time to immediately report to work with little or no notice. This position ensures the University is following best practices and meeting Federal, State and local code requirements as it relates to fire alarm systems.

Essential Functions

  • Provide a high level of customer service to the DU community by providing courteous, polite and accurate information and response.
  • Monitor the Universitys CCTV system and alarm systems.
  • Sends out emergency notifications to the campus community and public safety partners, notify parties of an incident requiring additional resources, and determine and initiate campus safety, police and/or fire response.
  • Receive and provide response to emergency and informational telephone calls including on campus emergency lines, telephone for the hearing impaired.
  • Initiate and receive campus safety radio traffic using a multi-band law enforcement network to dispatch campus safety officers, monitor frequencies of the city and maintain logs according to Divisional directives.
  • Operate computer aided dispatch system including maintenance of officers radio log, assigning CAD/case report numbers, and checking on lost/found property or criminal activity.
  • Operate video and audio management recording systems.
  • Monitor alarm and access control security systems.
  • Operate within computerized records of University Divisions.
  • Provide directory assistance and information to the public, assist with lost and found, and provide information for emergency conditions.
  • Maintain records including after hour contact list and daily activity log. Initiate and manage emergency notification messages to the campus community.
  • Review all or selected portions of emergency or routine radio transmissions and telephone calls for FCC, state regulated, or Division directive adherence and quality assurance.
  • Maintain various spreadsheets, files and resource information that are required and/or requested by DCS, local law enforcement agencies.
  • Coordinate with DCS personnel and keeps informed of all unusual or critical incidents. Likewise, must notify appropriate Leads of critical incidents (i.e., Director, Associate Director, Emergency Manager, Facilities Management, Communications for press releases, etc.).
  • Serve as the dispatch trainer of new employees.
  • Maintain all Division Information Logs such as Daily Crime Logs, Daily Activity Logs and Be-On the-Lookout (BOLO) Logs.
  • Maintains the Computer Aided Dispatch (CAD), radio and telephone system; perform updates as necessary.
  • Participates in professional emergency communications, law enforcement communities, and organizations, determine professional standards, and interprets directives, policies and practices.
  • Works to assure Division practices are in congruence with CALEA and with Division directives and procedures.
  • Adheres to all Division and University policies, procedures, directives, rules and regulations
  • Participates in divisions recruitment efforts.
  • Performs other duties as assigned.

Lead Duties:

  • Supervises day to day operations of personnel assigned to the Communications Center
  • Conducts personnel performance management reviews and participates in the professional development of DCS Communications Technicians.
  • Conducts employee workplace investigations on DCS Communication Technician personnel when assigned. Conducts informal counseling, coaching and/or remedial training of DCS Communications Technician personnel when applicable.
  • Reviews all or selected portions of emergency or routine radio transmissions and telephone calls for FCC, state regulated, or Division directive adherence and quality assurance.

Knowledge, Skills, and Abilities

  • Accurate typing and data entry skills.
  • Proficiency in using basic office equipment such as printers, photocopiers, and fax machines.
  • Ability to work in a stressful environment, maintaining composure, prioritize service requests and perform multiple tasks at the same time.
  • Ability to multi-task quickly and efficiently, to work independently, react quickly, and demonstrate good judgment and discretion in stressful situations.
  • Ability to speak clearly and concisely, transfer information accurately, and handle a wide range of interpersonal interactions.
  • Knowledge and prior use of a phonetic alphabet and law enforcement radio codes.
  • Ability to present and summarize information in a variety of written formats, using clear and concise language.
  • Ability to establish and maintain effective working relationships, interact with all members of the campus community and general public as well as maintain composure in highly stressful situations or when dealing with difficult individuals.
  • Ability to maintain confidentiality of sensitive information.
  • Ability to work in a team-oriented environment that requires individual thought and initiative.
  • Capable of facilitating the interactions of adverse needs in a complex organization.
  • Ability to maintain professional standards and conduct during stressful and oftentimes emotional situations.
  • Ability to deliver and follow detailed instructions.

Required Qualifications

  • High School diploma or equivalent.
  • 6+ months experience customer service or related experience.
  • 6+ months experience working in a call center or dispatching, law enforcement or related work environment.
  • Experience using a multi-line telephone system.
  • Possess strong oral and written communication skills.
  • Possess Strong Multitasking skills.
  • Pass a job related skills examination.
  • Must pass a complete background check to include criminal history and verification of employment and education.
  • Must pass a pre-employment drug screen administered by a University approved facility.

Preferred Qualifications

  • 1+ years of experience in a 911/PSAP or call center.
  • 1+ years of experience supervising a 911/PSAP, dispatch or call center.
  • Knowledge of Campus Safety/security Division and University policies and procedures.
  • Knowledge of fire and intrusion alarm system operations and reporting requirements.
  • Experience working with radio dispatch regulations, procedures, protocols and/or equipment.
  • Experience using video management systems (VMS) systems
  • Experience with Record Management Systems.
  • Certification in Microsoft office programs, to include Excel, Word and Outlook, Office 365.

Working Environment

1. Standard office environment.
2. Unexpected interruptions occur often and stress level is moderate to high.
3. Noise level is quiet to moderate.

Physical Activities

1. Ability to sit in front of a computer for an extended period of time.
2. Occasionally required to move about the office/campus with the capability of transporting objects up to 20 lbs.

Work Schedule
40 hrs a week. Two 12-hour shifts, Two 8-hour shifts.  Communication Technicians assigned to Patrol Operations participate in a seniority-based shift bid and may be required to work nights, weekends, and holidays.

Application Deadline
Applications will be reviewed until the position is filled.

Special Instructions
Candidates must apply online through to be considered. Only applications submitted online will be accepted.

Salary Grade Number:
The salary grade for the position is 6.

Hourly Range:
The hourly range for the position is $23.00.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:
1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. The University of Denver prohibits discrimination on the basis of race, color, national origin, age (40 years and over in the employment context), religion, disability, sexual orientation, gender identity, gender expression, genetic information, marital status, veterans status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the university's educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; Title III of the Americans with Disabilities Act of 1990, as amended in 2008; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For the university's complete Non-Discrimination Statement, please see non‑discrimination‑statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.

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