Lead Dispatcher

Village Management Services, Inc.'s mission is to serve the residents of Laguna Woods Village with the highest level of customer service and professionalism, making Laguna Woods Village the premier active-adult community in Southern California. We value integrity, quality, dedication and open communication in a rewarding and challenging environment.

JOB SUMMARY:
Under general supervision, the Lead Security Dispatcher provides advanced support and leadership within the Security Dispatch Center. This position oversees daily dispatch operations, ensures accurate and timely communication with field personnel, and assists in training and mentoring dispatch staff. The Lead Security Dispatcher serves as the primary point of contact for shift-related issues, helps maintain operational efficiency, and supports the Dispatch Supervisor or Security Manager with administrative and operational responsibilities.

ESSENTIAL FUNCTIONS:
Dispatch Operations

• Answer emergency and non-emergency calls for service in a professional and efficient manner.
• Dispatch patrol officers, and other security personnel to incidents and service requests.
• Monitor radio communications, ensuring clear, accurate, and timely information is relayed.
• Maintain accurate logs of calls, incidents, and patrol activity.
  Prioritize multiple calls for service and allocate resources appropriately.

Leadership & Oversight

• Serve as the on-shift lead for dispatch staff, providing direction, guidance, and support.
• Mentor and coach new and existing dispatchers in call-taking, radio procedures, and customer service.
• Assist with scheduling adjustments, ensuring proper coverage of the Dispatch Center.
• Provide feedback to the Dispatch Supervisor or Security Management regarding dispatcher performance.

Administrative Support

• Review dispatch logs for accuracy and completeness.
• Ensure dispatch staff follow established protocols, policies, and procedures.
• Assist with maintaining updated contact lists, emergency procedures, and communication resources.
• Support the development and implementation of training materials and best practices.
• Provide input on process improvements to enhance the efficiency of the Dispatch Center.
• Regular attendance required. All duties performed on-site for the Community.
• Works effectively with co-workers, residents, and others by sharing ideas in a constructive and positive manner; listens to and objectively considers ideas and suggestions from others; keeps commitments; keeps others informed of work progress and issues. Addresses problems and issues constructively to find mutually acceptable and practical business solutions. Addresses others by name, title, or other respectful identifier; and respects the diversity of our workforce in actions, words, and deeds.

NON-ESSENTIAL FUNCTIONS:
N/A

EQUIPMENT OPERATED:
Telephone, two-way radio base station console, headset, computer, printer, portable radio, digital pager, alarm systems monitor, closed circuit television console, front door intercom, standard office equipment and hand tools

WORK ENVIRONMENT:
While performing the duties of this job, the employee is in a climate-controlled indoor office, with radio equipment, receiver, closed circuit television system and fire alarm systems.

DESIRABLE QUALIFICATIONS:
Proven leadership, mentoring, or supervisory experience preferred. Graduation from high school and a minimum of 2-3 years experience as a dispatcher in security, law enforcement, fire, EMS, or related field emphasizing extensive phone and radio contact, or any equivalent combination of education and experience which produces the following:
Knowledge of dispatch protocols, radio communication, and emergency response procedures.

• Knowledge of Computer Aided Dispatch (CAD) systems, radios, and Microsoft Office Suite.
• Knowledge of the occupational hazards and safety precautions of the job.
• Ability to think, communicate, and act quickly, calmly and accurately in emergency situations.
• Ability to formulate and deliver, and to understand and follow oral and written directions.
• Ability to handle varied and competing priority tasks simultaneously.
• Ability to learn, recall and apply controlling rules, regulations and procedures.
• Ability to learn the geography of Laguna Woods Village and surrounding area.
• Ability to type a minimum of 35 wpm.
• Ability to communicate pleasantly and effectively with residents and guests and to relate to the needs and concerns of senior citizens.
• Ability to maintain effective working relationships with other employees and the public and to deal with public relations problems courteously and tactfully.

PHYSICAL REQUIREMENTS:
While performing the duties of this job, the employee is frequently required to talk, hear, and use hands to finger, grasp, feel and reach. The employee is regularly required to sit for long periods of time (up to 8 hours). The employee is occasionally required to kneel, pull, push, stoop, and lift and carry up to 10 lbs.

The employee is required to visually monitor the closed circuit television system, communicate clearly and effectively on the phone and in person, and react calmly in emergency situations.

MENTAL REQUIREMENTS:
While performing the duties of this job the employee reads, solves problems, uses verbal and written communication skills, performs detailed work, handles multiple concurrent tasks and has frequent customer contact and interruptions.

The above statements are intended to describe the general nature and level of work being performed by personnel assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

VMS is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.