Operations Center Specialist

Salary/Position Classification

• $38,381 annual, Non-Exempt (Eligible for overtime)
• 40 hours per week
• This position will work onsite at UND 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 along with electronic and key access campus wide. This position requires availability to work every other weekend and may include rotation of days, evenings, overnights and holidays.

Duties & Responsibilities

• Answer calls for service and dispatch of appropriate personnel; responsible for customer-focused service.
  • Receive and prioritize calls for service, emergencies, alarms, and security-related incidents.
  • Contact and coordinate with the 911 center to dispatch first responders in an emergency. Dispatch facilities personnel as appropriate.
  • Document calls, incidents, activities, and responses in logs and computerized records systems.
  • Coordinate responses to emergencies including medical incidents, fire alarms, security breaches, suspicious activity, and severe weather events.
  • Evaluate and prioritize incoming calls, communicating effectively with various callers to obtain complete information to determine urgency and need for dispatch.
  • Exercise independent judgment 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 actions 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 (EDA).
  • 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
  • From UND buildings/offices to faculty, staff, students; To/from pre-authorized UND maintenance staff on a daily basis; To/from pre-authorized vendors/contractors either on a daily basis or for the duration of a specific project;
  • Responsible for scheduling of doors to lock/unlock for special events
  • Responsible for approval/removal of electronic door access requests within EBI security manager
  • Monitor facility access and respond to requests regarding visitor management and access control.
  • Troubleshoot when questions or concerns arise within EDA from campus public/building contacts 
• Assists in timely and appropriate dispatch of officers and first responders during incident response Provide back up for Operations Center Manager during emergency situations
  • Coordinate emergency response activities related to electric, water, wastewater, gas, or other utility services.
  • 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 Answering Point (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.
• Performs other emergency management duties as assigned by the department 

Required Competencies

• Ability to effectively interact, communicate, and deal with visitors, students, faculty, staff, and co-workers
• Positive outlook
• Requires the ability to work effectively under pressure, manage multiple projects simultaneously, and meet established goals and objectives
• Demonstrated strong communication skills including written, oral and listening: articulate ideas clearly, concisely, and persuasively, showing sensitivity to one’s audience, and moving people to action
• Assesses situations, considers alternatives and chooses appropriate course of action while weighing potential risk
• Establishes priorities and organizes work in a logical manner to accomplish goals
• Make decisions or advises appropriate personnel of situation
• Works effectively with others to accomplish tasks and goals, find solutions to problems
• Demonstrated ability working in a cohesive team, willing to back up and support other team members and treat others with respect, while confidently contributing to the team
• Required to work flexible hours, including evenings, weekends and holidays
• Able to maintain a calm, courteous and objective attitude in all situations: able to diffuse adverse situations using negotiation and persuasion skills.
• Create text documents and spreadsheets using Microsoft Word and Excel

Minimum Requirements

• Associates degree or three years of directly related work experience
• Two years experience in emergency management, emergency dispatch, operations center, call center or equivalent with multi-tasking capabilities
• Customer service experience
• Experience working with computers
• Valid Driver License
• 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 with Operations Center software and systems or equivalent including building automation, security alarms, electronic door access, camera surveillance, and mass notification.