Communication Dispatcher I

Apply now Job no: 518093
Work type: Staff Full Time
Campus: UMass Amherst
Department: FCS Operational Services
Pay Grade: 13
Categories: Administrative & Office Support, Facilities/Grounds

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.


Job Summary

Schedules and dispatches workers, work crews, equipment, or service vehicles for conveyance of materials, freight, or passengers, or for normal installation, service, or emergency repairs rendered utilizing radio, telephone, or computer to transmit assignments. Compiles statistics and reports on work progress. Performs related work in work order processing, scheduling, and job cost coding.


Essential Functions

  • Responds promptly to emergency situations for the purpose of dispatching appropriate personnel, on priority status, to resolve urgent issues.
  • Monitors state building control alarm systems (Metasys, Powerlogic) and exercises sound judgement in notifying appropriate campus personnel of situations.
  • Uses AdminWeb to verify identity of student, staff and/or faculty who request entry into a specific campus space as per the Facilities & Campus Services (F&CS) Lockout procedure.  Communicate result of verification to Watch Tour/Locksmith.
  • Creates and disseminates Environmental Service Unit notifications for hazardous work and materials.
  • Maintains records on F&CS personnel (confined space) via two-way radios, pagers, and cell phones for the purpose of locating crews for emergency work.
  • Coordinates with administration and all trades for the purpose of communicating and receiving information regarding maintenance requests, work orders, emergencies, etc.
  • Creates and dispatches work orders to supervisors, department leaders, and technicians via two-way radios, pagers, and cell phones.
  • Enters work orders in Computerized Maintenance Management System for the purpose of receiving work orders, providing information, routing calls, and taking messages.
  • Functions as dispatch operator for F&CS for the purpose of receiving work orders, providing information, routing calls, and taking messages.
  • Responds to requests for information from the public and campus agencies/department; provides general non-critical information concerning hazards, construction work, etc.
  • Generates various documents (e.g. radio list, route sheets, calendars, etc.) using Microsoft Office programs for the purpose of maintaining current, accurate information.
  • Prepares documentation for the purpose of providing written support and conveying information.
  • Receives requests for maintenance work, including emergencies (e.g. broken systems, gas leaks, etc.) for the purpose of resolution.
  • Records requests for Americans with Disabilities Act and emergency work for the purpose of providing additional tracking of work orders.
  • Monitors alarm systems.
  • Uses general office equipment (e.g. copy machine, fax machine, etc.) for the purpose of accomplishing routine office tasks.
  • Practices and promotes excellent customer service in the workplace and exhibits a clear commitment to the diverse needs of customers.


Other Functions

Performs other related duties as assigned.


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

  • Consistent attendance and punctuality are required for this job.
  • Advanced customer service skills.
  • Ability to speak, read, and write in the English language.
  • Ability to multi-task.
  • Ability to make mathematical calculations accurately.
  • Geographical knowledge of service area or map reading skills.
  • Knowledge of building materials, tools, and equipment.
  • Computer skills.
  • Flexibility is required to work with others in a wide variety of circumstances; work with data, utilizing defined but different processes; and operate equipment using a variety of standardized methods.
  • Ability to work with diverse individuals or groups.
  • Ability to work with data of varied types and/or purposes; and utilize a variety of job-related equipment.
  • Problem solving skills.
  • Ability to use Windows, Microsoft Office.
  • Excellent verbal and written communication skills.


Work Schedule

  • Monday – Friday; 11:00pm – 7:00am.
  • 40 hours per week.
  • Shift assigned may include weekends, holidays, etc.
  • May be required to work other shifts as needed.


Additional Details

This position is designated as an essential worker.


Salary Information

Grade 13

Special Instructions to Applicants

Please complete online application, submit resume and provide contact information for three (3) professional references to ensure consideration. 


UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University.  To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans.  It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

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The University of Massachusetts is an Equal Opportunity/Affirmative Action, Title IX employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, age over 40, protected veteran status, disability, sexual orientation, gender identity/expression, marital status, or other protected class.