Field Dispatcher

Brandywine Valley SPCA, in collaboration with DC Health, is transitioning to provide animal sheltering and control services in Washington, DC. This expansion brings our expertise to a new region, with DC Health as a valued partner in establishing a strong foundation and local impact. Join our dedicated team and help us make a positive impact in the lives of DC’s animals and residents. POSITION OVERVIEW Field Dispatchers play a critical role in delivering exceptional customer service to the DC area. In this role, dispatchers receive and assess phone requests, determining whether routine or emergency responses are needed. They coordinate Animal Control Officer dispatches seven days a week via telephone, email, and instant messaging to ensure quick responses to community needs. Dispatchers should be passionate about serving both people and animals, organized, detail-oriented, and adept at gathering information. Ideal candidates are active listeners who can engage with callers to understand their needs, demonstrate problem-solving skills, and think quickly in high-pressure situations. A background in customer or social services is beneficial. DUTIES AND DAILY RESPONSIBILITIES: · Represents Brandywine Valley SPCA in a professional, polite, and enthusiastic manner. Provide prompt, courteous, efficient high-quality service to members of the public by personally responding to requests for service or making appropriate referral. Accurately document multiple or emergency messages and maintain logs and records. Interpret DC Animal Control and Humane laws, animal control rules, and Brandywine Valley SPCA procedures. Effectively operate multiple telephone lines, a computer, and other applicable equipment to communicate information to ACO in the field and Brandywine Valley SPCA shelter staff. Track location of ACO, dispatch and assign back-up assistance to officers, or take other appropriate action to ensure safety of officers. Maintain records, databases, and all animal control related logs. Maintain and ensure compliance with Department of Health contractual requirements as related to dispatch operations. Performs other related duties and projects as assigned by Customer Service Manager and Field Service Manager PERFORMANCE FACTORS AND NECESSARY SKILLS: Compassionate and respectful attitude in the face of highly emotional situations. Knowledge of and ability to effectively operate multiple telephone lines, computer terminal, radio system, and other applicable equipment. Basic knowledge of animal breeds and behavior. Ability to learn and maintain knowledge of animal control ordinances, rules, regulations, and procedures. Basic knowledge of DC geography and its environment. Ability to work effectively, both independently and in a team environment, in an atmosphere of multiple projects, shifting priorities, and deadline pressures. Ability to be flexible, detail oriented and able to prioritize. Communication and Contact: Communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside of Brandywine Valley SPCA, display tact and above average communication and customer service skills. Must be able to maintain confidentiality and must be able to convey a positive and professional image to the public and employees. Ability to manage emotional aspect of work in an animal shelter environment in a positive professional manner. Attendance and Dependability: Must be able to report to work at the scheduled time; ensure the department is ready to open on time each day, can be depended on to complete work in a timely, accurate, and thorough manner and is conscientious about assignments. DIVERSITY AND INCLUSIVENESS: · Work effectively with individuals and colleagues from diverse communities and cultures. SAFETY: Ensure a safe work environment; following all safety guidelines and modeling safe work practice. Take immediate action to address any safety concerns that could put a staff m…

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