Communications Dispatcher II; Facilities Services

Overview

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 Western Massachusetts and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors.

The institution aims to create a diverse, equitable, and inclusive community where everyone feels connected and valued—and thrives.

The Communications Dispatcher II (Facilities Services) operates with independence to maintain the 24/7/365 Facilities Service Center. Primary responsibilities include core activities related to academic, administrative, and residential facilities management, including initial contact for campus facilities questions, 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.

• Serves as the full-time primary contact for all campus facilities questions and concerns.
• Uses independent thinking to evaluate concerns received via phone or the online maintenance request system and determine and initiate the appropriate response, including assignment of tasks for maintenance, custodial and contractor personnel, emergency procedures, escalation and call backs, and notification of affected students, faculty, and staff.
• Responds promptly to emergency situations with coordination of facilities personnel response.
• Receives and relays maintenance trouble calls to field personnel and agencies including Facilities & Campus Services, UMPD, Johnson Controls, Otis Elevator, Simplex, and UMass EH&S.
• Responsible for off-hour access control, verifying identities and dispatching 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.
• Uses independent judgement in campus-wide emergency communication and internal Facilities leadership communication via computerized notification systems.
• Monitors building control system alarms (e.g., Metasys) and notifies appropriate campus personnel of situations.
• Creates activity and analysis reports related to facilities maintenance via CMMS and online service logs.
• Prepares and produces correspondence, reports, charts, graphs, forms, and financial data using computers and software.
• Collaborates in training new full-time staff on protocols, processes, and responsibilities.
• Participates as a member of the Facilities and Campus Services Operational Services team to develop, review, and modify policies and procedures to enhance operational effectiveness.
• Works shifts as assigned, including weekends and holidays.

• Performs other duties as assigned.

• High School diploma or equivalent.
• Ability to speak, read, and write English clearly.
• At least one (1) year of customer service experience.
• At least one (1) year of office experience.
• Excellent interpersonal skills to establish and maintain relationships with customers; ability to foster harmonious relationships with others.
• Ability to work under pressure in a fast-paced environment, multi-task, think critically, and solve problems.
• Ability to exercise sound judgment in responding promptly to emergencies for dispatching personnel, resolving urgent issues, and escalating to leadership.
• Ability to understand and communicate work-related repair and maintenance information.
• Ability to handle confidential information with discretion.
• Ability to organize, plan, and complete work with minimal direction.
• Ability to work and communicate with diverse populations.
• Computer proficiency with Microsoft Office suite, including word processing, databases, spreadsheets, and online…