Command Center Dispatcher

Marketing Statement

Under general supervision, with some latitude for independent action, the position provides emergency management coordination of on-the-scene response to emergencies, including those dangerous to life, limb, and property, whenever they occur in developments and other PHA structures. Incumbents work on an assigned shift operating communication equipment to send and receive messages and information to and from PHA Police officers, employees, residents, and other public agencies. The incumbent will provide information to residents, employees and other individuals, process work orders, and perform clerical support.

The Command Center is a 24-hour operation that requires employees to work various shifts including evenings, weekends, and holidays.

Hourly rate $27.29

Qualifications

Education, Training and Experience Guidelines:

High School Diploma or GED equivalent, AND two (2) or more years’ experience in a police dispatch center, customer service related center, or call center environment involving security procedures, and the coordination of customer requirements; OR an equivalent combination of acceptable training and experience.

Required Knowledge of:

Operation of police dispatch communication equipment and protocols; Customer service methods and techniques; General office practices and equipment.

Required Skill in:

Operating a personal computer utilizing standard and specialized software; Communicating and working effectively and succinctly in high-pressure stressful situations; Obtaining and acting on information quickly and accurately in emergency situations; Interacting with people of different social, economic, and ethnic backgrounds; Problem analyzing and problem solving; Fast-paced data entry; Exercising sound judgment.

LICENSE AND CERTIFICATION REQUIREMENTS:

National Crime Information Center/ Philadelphia Crime Information Center (NCIC/PCIC) Certification required.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

Ability to physically perform duties that require normal mental and visual attention along with coordination of manual dexterity, approximately 33 – 66% of the workday under typical office working conditions; Remain sitting for extended periods of time; May be assigned to various shifts including day, evening, and weekend.

Responsibilities

Answer heavy volume of incoming calls (both emergency & non-emergency).; Evaluate incoming calls to determine the nature and urgency of the call; Identify and escalate priority issues; Dispatch assignments to PHA Police Department Personnel; Immediately notify appropriate personnel of all priority cases; relay service orders, messages, and information to work crews, supervisors, and field inspectors using telephones or two-way radios; Operate police radio equipment; Conduct and log police background checks; Create non-maintenance cases into computer system and/or route the case to the appropriate personnel; Prepare maintenance service orders into computer system; Respond to telephone, mail, and/or e-mail and determine service required; Utilize computer databases and information technology systems; research data needed to respond to inquiries; maintain tracking system used to record and monitor inquiries and resolutions; respond to customers inquiries; Perform clerical tasks and computer support as required; Performs related duties and responsibilities as assigned.

How To Apply

All applications will be accepted through the Philadelphia Housing Authority’s Jobs Board at www.pha.phila.gov/jobs

Closing Statement

About the Philadelphia Housing Authority (PHA)

Established in 1937, and with an employment workforce of over 1,100, the Philadelphia Housing Authority is a municipal agency providing public housing services to over 76,000 residents in the city of Philadelphia, Pennsylvania.

Financial support for Authority operations and capital needs comes primarily from rent payments and subsidies provided by the U.S. Department of Housing and Urban Development (HUD). PHA is one of a very select group of housing authorities across the nation that has attained Moving to Work (MTW) status. This designation allows housing agencies the opportunity and flexibility, on a local level, to develop and implement innovative housing and self-sufficiency strategies to benefit public housing residents and Housing Choice Voucher Program (HCVP) participants.

PHA is an equal opportunity employer and makes all employment decisions on the basis of individual qualifications without regard to race, creed, color, sex, sexual orientation, gender identify, pregnancy, national origin, ethnicity or ancestry, religion, age, disability, citizenship, marital status, military or veteran status, genetic information, or any other protected characteristic.