Dispatch Supervisor

Overview

Company Overview:

International Protective Service, Inc., an Allied Universal® company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace, you will be part of a team that contributes to a culture that positively impacts the communities and customers we serve.

Pay Rate

Job Description

Hiring for a Dispatch Supervsor 

Join the world’s leading global security company!

• Payrate is $28.00 per hour.
• Location Albuquerque, New Mexico
• Excellent benefits and career growth opportunities
• 401K benefit subject to eligibility requirements based on full-time status

International Protective Service, Inc., an Allied Universal® Company, is hiring a Dispatch Supervisor. The Dispatch Supervisor is responsible for the daily supervision, coordination, and performance of the IPS Dispatch Center and its Dispatchers.  The Dispatch Supervisor serves as the primary point of leadership within Dispatch and ensures the department provides timely, efficient, and accurate support to Security Professionals, field supervisors, clients, and management.

 

RESPONSIBILITIES:

• Oversee the daily operations of the IPS Dispatch Center, including supervision, training, coaching, workload distribution, and performance management of Dispatch personnel
• Ensure continuous and appropriate staffing of the Dispatch Center and coordinate coverage for call-offs, absences, vacancies, and other scheduling issues
• Identify opportunities to improve Dispatch procedures, communication, efficiency, and overall operational effectiveness
• Prepare, maintain, and communicate Dispatch schedules and schedule changes
• Monitor Dispatcher attendance, punctuality, performance, professionalism, and compliance with company policies and expectations
• Train and onboard new Dispatchers and provide ongoing coaching, guidance, and development to existing personnel
• Identify employee performance or conduct concerns and communicate them to Operations Management for appropriate action
• Ensure effective shift turnover and communication of outstanding incidents, staffing concerns, client issues, and other operational matters between Dispatch shifts
• Monitor radio communications and ensure Dispatch personnel maintain professional, clear, concise, and appropriate radio etiquette
• Ensure calls, radio traffic, incidents, staffing issues, and other significant operational events are accurately documented
• Receive and respond to emergency and non-emergency communications from Security Professionals, supervisors, clients, employees, vendors, law enforcement, emergency services, and other applicable parties
• Coordinate the dispatch of Security Professionals and field supervisors in response to alarms, incidents, requests for assistance, and other operational needs
• Monitor alarm systems and CCTV systems as assigned and initiate appropriate responses to irregularities or emergency conditions
• Make emergency notifications and immediately escalate serious incidents, officer safety concerns, client issues, staffing emergencies, or other significant events to the appropriate management personnel
• Assist Security Professionals with operational questions, post-related concerns, access control issues, and requests for supervisory assistance
• Coordinate employee welfare checks and ensure appropriate follow-up when Security Professionals fail to check in, cannot be contacted, or may require assistance
• Maintain knowledge of applicable site-specific post orders, policies, procedures, emergency response protocols, and client requirements
• Review Dispatch logs, reports, communications, and other documentation for completeness, accuracy, and compliance with established procedures
• Ensure Dispatch personnel properly route incident information and notifications to the appropriate field supervisors and management personnel
• Assist Operations Management with staffing coordination, scheduling issues, employee communications, and other operational needs
• Maintain confidentiality of employee, client, operational, and incident-related information
• Maintain a professional, organized, and operationally ready Dispatch Center
• Serve as the primary point of contact for Dispatch-related questions and issues and escalate matters beyond the Supervisor's authority to the appropriate manager
• Perform Dispatcher duties when necessary to maintain adequate coverage or during periods of increased operational activity

QUALIFICATIONS (MUST HAVE):

• High school diploma or equivalent
• Previous experience in security, dispatch, emergency communications, law enforcement, alarm monitoring, 911 communications, or a similar operational environment
• Previous leadership, supervisory, Lead Dispatcher, or equivalent experience
• Experience utilizing radio, telephone, computer-based communication, or dispatch systems in an operational environment
• Ability to supervise, coach, train, and hold employees accountable to established performance and conduct expectations
• Ability to manage schedules, call-offs, staffing shortages, and competing operational priorities
• Ability to maintain effective communications and make sound decisions during emergencies and high-stress situations
• Strong problem-solving and decision-making skills with the ability to quickly identify and prioritize critical issues
• Ability to communicate clearly and concisely by radio, telephone, email, in person, and through written communication logs
• Basic understanding of radio procedures, 10-codes, and professional radio etiquette
• Strong computer skills with the ability to learn and operate multiple communication, scheduling, reporting, monitoring, and security systems
• Exceptional customer service and interpersonal communication skills
• Effective written and verbal communication skills with the ability to interact professionally with Security Professionals, supervisors, management, clients, law enforcement, emergency services, and the general public
• Ability to effectively manage conflict and difficult conversations with tact and diplomacy
• Ability to research, investigate, gather, evaluate, and accurately communicate information
• Strong attention to detail and the ability to maintain accurate records and documentation
• Ability to handle confidential and sensitive information appropriately
• Strong organizational and time-management skills with the ability to manage multiple priorities simultaneously
• Ability to work independently while functioning effectively as part of the Operations team
• Ability to maintain reasonable availability outside of regularly scheduled working hours to assist with urgent Dispatch staffing, coverage, or operational issues when necessary
• Dependable attendance and flexibility to meet the operational needs of the Dispatch Center

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• Previous experience as a Dispatch Supervisor, Lead Dispatcher, Security Supervisor, or similar leadership position
• Experience working in a multi-site or multi-state security operation
• Experience with security dispatch, alarm monitoring, emergency communications, scheduling, incident reporting, or access control systems
• Service in a Military Occupational Specialty related to law enforcement, security, emergency communications, or operations
• Graduate of a Certified Public Safety Academy (military or civilian) or verified work experience in law enforcement, corrections, fire service, emergency communications, or security
• Associate's or Bachelor's degree in criminal justice, law enforcement, emergency management, business management, or a related field

BENEFITS:

• Medical, dental, vision, basic life, AD&D, retirement plan and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Closing

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.