Job Description

GENERAL SUMMARY

Acts as the link between the Security Department, general public, Team Members and public safety agencies. Responsible for receiving, dispatching, and logging all request for security assistance and monitoring radio’s, alarms, and outside camera in order to detect crimes or disturbances, protecting Tribal assets, and providing a safe environment for guests and team members.

CORE SCOPE OF POSITION

• Screens incoming telephone calls for requests for Police, Fire, and Medical Emergency Service assistance as well as for non-emergency, administrative and Enterprise business requests; directs incoming calls to the proper officers/units.
• Receives and dispatches requests for services from outside public safety agencies, Tribal Government and Tribal Government departments, San Diego County Animal Control, vendors, contractors, towing services, and locksmiths.
• Receives all calls for medical assistance from Team Members or members of the community, processing such calls for nature and severity of medical emergency.
• Coordinates and dispatches appropriate medical resources, relaying pertinent medical information on the patient to responding personnel.
• Provides pre-arrival instructions in accordance with policy to ensure safety of patients, bystanders, and responding personnel.
• Monitors emergency radios for traffic directed to the Communications Center.
• Dispatches calls for service to proper officers/units and assists units in handling the requests.
• Using a Computer Aided Dispatch (CAD) system, monitors and updates officer/unit location and status, prioritizes calls for service, and monitors pending calls.
• Maintains gasoline usage/mileage log.
• Logs all criminal history and driver's history as requested.
• Monitors bank, cage or other intrusion alarms located in the Communications Center, and notifies proper units, including bank or other personnel, of any alarm activation or other problems.
• Observes the exterior premises of the casino and parking lots on closed circuit television monitors in order to detect crimes or disturbances, protects Tribal assets, and assists in ensuring the safety and welfare of guests and team members.
• Assists guests and the general public at the front counter with general inquiries, and lost and found property.
• Learns and maintains knowledge of officer policy and procedures; the methods of handling difficult public contacts; the operation of telephone console and/or central communications equipment; rescue and emergency response procedures; Federal, state, and local laws and ordinances; terminology and jurisdictional boundaries; and available types of emergency services.
• Learns and maintains knowledge of the general geography of the Casino, Outlet Center, and Reservation, including but not limited to Reservation boundaries, surrounding jurisdictions, street numbering system and primary highways and roads.
• Learns and maintains knowledge of the radio codes and signals in the Viejas Tribal Security and Radio Code Book.
• Learns and maintains knowledge of telephone interview and information gathering techniques in order to insure the rapid and accurate collections and dissemination of required information
• Observes and reports to supervisor any criminal activity, disturbances, suspicious persons, or violations of Casino policies and procedures.
• Maintains required activity logs and equipment logs pertaining to Security Department.
• Acts with discretion and confidentiality in handling sensitive information; required to sign and adhere to a confidentiality agreement.
• Attends all scheduled team member meetings and trainings.
• Maintains knowledge of and effectively promotes company services and players’ club program.
• Adheres to all company and department policies, procedures, and standard operating guidelines.
• Adheres to all hygiene and safety standards. Ensures that a clean, safe, hazard-free work environment is maintained.
• Performs all compatible and related duties as assigned.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

INTERACTION

• Interacts with internal and external guests with a positive attitude and professionalism at all times.

SUPERVISION

• Does not provide supervision to others.

Required Skills

** KNOWLEDGE AND SKILL **

• Knowledge of basic computer skills and phone.
• Excellent verbal, written, and interpersonal communication skills, including a pleasant and courteous voice, good enunciation, and excellent hearing skills.
• Ability to communicate with people of diverse social and cultural backgrounds.
• Ability to establish and maintain working relationships with other agencies and write reports.
• Ability to speak Spanish or another second language preferred, but not required.
• Ability to retain and relay information received under stressful conditions, respond to calls quickly and calmly and make sound decisions under pressure.
• Ability to multitask while paying attention to details.
• Ability to adjust and manage change effectively.
• Ability to resolve problems as they arise and handle situations without supervision.
• Ability to work in a fast paced, deadline oriented environment.
• Possess a high degree of common sense.
• Must be able to deal with emergency situations, and work well under pressure.
• Must be dependable, timely and be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

Required Experience

** EDUCATION/CERTIFICATION **

• Must be 21 years old.
• High school diploma or general education degree (GED) and the equivalent in education/experience.
• Must complete the Post-Certified Basic Complaint/Dispatcher course within one year of hire.
• Possess valid driver’s license and maintain a satisfactory driving record.

EXPERIENCE

• 1 to 2 years of experience in the operation of a telephone switchboard or communications equipment; or
• 1 year of general office work involving extensive public contact either in person or over the phone; or
• Completed Post-Certified Basic Complaint/Dispatcher course or equivalent combination of training, education, and experience.

Qualifications:

KNOWLEDGE AND SKILL

• Knowledge of basic computer skills and phone.
• Excellent verbal, written, and interpersonal communication skills, including a pleasant and courteous voice, good enunciation, and excellent hearing skills.
• Ability to communicate with people of diverse social and cultural backgrounds.
• Ability to establish and maintain working relationships with other agencies and write reports.
• Ability to speak Spanish or another second language preferred, but not required.
• Ability to retain and relay information received under stressful conditions, respond to calls quickly and calmly and make sound decisions under pressure.
• Ability to multitask while paying attention to details.
• Ability to adjust and manage change effectively.
• Ability to resolve problems as they arise and handle situations without supervision.
• Ability to work in a fast paced, deadline oriented environment.
• Possess a high degree of common sense.
• Must be able to deal with emergency situations, and work well under pressure.
• Must be dependable, timely and be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

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