Reception and Dispatch Services Supervisor

Roger Williams Park Zoo is currently recruiting a full- time, year-round, non-exempt Reception and Dispatch Services Supervisor. Reporting to the Director of Human Resources, this position manages a broad range of receptionist and administrative support functions for the Zoo and its staff. Key duties include managing the main telephone switchboard and multi-channel radio, which require the ability to relay critical information and accurately prioritize public and staff safety. The role also encompasses overseeing uniform and office supply management through RFP processes, supporting HR employee engagement, and ensuring accurate employee accident and injury reporting in collaboration with safety and HR teams.

Responsibilities:

• Manage and prioritize all incoming communications, including emergency and non-emergency calls, providing courteous in-person, radio, and phone assistance to staff, visitors, and guests. Accurately assess needs and direct individuals to appropriate personnel or locations.
• Compile and distribute daily Zoo updates via email newsletter and intranet postings, ensuring timely delivery before the Zoo opens and closes.
• Deliver clear and concise public announcements via the P.A. system, including opening and closing times, no-smoking policies, special events, and emergency notifications.
• Develop and maintain a monthly staff schedule, ensuring adequate coverage.
• Conduct annual training for reception staff on Zoo Emergency Response policies and procedures and participate in the hiring process as needed.
• Review and approve weekly timecards and time-off requests, ensuring accuracy and compliance.
• Maintain up-to-date reception resources, including employee contact information, policies, procedures, and Park information, ensuring accessibility for reception personnel and Zoo staff.
• Manage lost and found items, adhering to established chain-of-custody protocols.
• Ensure the reception area maintains an orderly and clean appearance, securing valuables and sensitive information when unattended.
• Manage uniform inventory, including ordering, distribution, tracking disbursements and reimbursements, and processing returned items for disposal or donation.
• Coordinate and order office supplies for Zoo staff, ensuring efficient procurement.
• Conduct Requests for Proposals (RFPs) for office supplies and uniform suppliers, evaluating bids and selecting vendors.
• Support Human Resources employee engagement initiatives, including planning and executing employee appreciation events, and negotiating contracts with external vendors.
• Assist employees with accident and injury reporting, ensuring timely review and reporting to appropriate personnel and the workers' compensation insurer. Coordinate with the Safety & Security management team and Human Resources to ensure accurate documentation and submission.

Other functions and responsibilities (Non-Essential/ Marginal Functions)

• Report reception area maintenance issues to appropriate Zoo personnel or vending machine vendors for timely resolution.
• Monitor first aid room usage, provide basic assistance to guests and staff when the nurse is unavailable, and escalate medical situations to appropriate parties. Ensure accurate completion of incident reports.

Required Experience, Training and/or Education

Required Experience and Education:

High school diploma and a minimum of one (1) year of experience in reception, customer service, human resources, or security, or an equivalent combination of education and experience. Prior supervisory and multi-channel radio monitoring experience required.

Preferred Experience and Education:

· Experience:

• o working with diverse populations and fluency in additional languages.
• o managing multi-line phone systems.
• o in event planning.
• o with the Request for Proposal (RFP) process, including needs assessment, RFP document drafting, vendor solicitation, proposal evaluation, contract negotiation, and award.

· Proficiency with human capital management software platforms (e.g., ADP, Paycor).

Competencies

· Proficient in Microsoft Suite.

· Demonstrated internal and external customer service focus, maintaining consistent professionalism in all communications.

· Excellent verbal and written communication skills.

· Highly organized and able to work with minimal supervision.

· Ability to:

• operate a multi-line switchboard and multi-channel two-way radio communications independently and simultaneously.
• communicate effectively with the public.
• handle and communicate sensitive information appropriately.
• prioritize tasks and multi-task.
• execute directions with accuracy and speed.
• write and edit policies, protocols, and procedures.
• address and communicate effectively during stressful situations.
• work in a high public contact area.
• work and address safety and security-related issues with minimal supervision, including medical emergencies, animal escapes, and missing children.
• write RFP’s and negotiate contracts.

· Analytical and problem-solving skills.

· After completion of training, demonstrate knowledge and understanding of all Zoo policies and emergency action procedures.

Additional Requirements

• Successful completion of a background check.
• Willingness to work flexible work schedule, including holidays and occasional weekends.
• Occasionally lift and or move up to 30 pounds.

Supervisory Responsibilities:

Supervision of reception and dispatch representatives.

Job Type: Full-time

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Work Location: In person