Animal Friends of the Valleys (AFV) is looking for a seasoned, efficient Dispatcher / Citations Clerk to join our amazing Animal Control Office Team!
The ideal candidate has excellent customer service skills, extensive experience in processing multiple phone calls, strong attention to detail, Information Technology experience and experience in processing citations.
For over 30 years, AFV has been helping animals in need, and we now support our local communities of Canyon Lake, Lake Elsinore, Murrieta, Temecula, Wildomar, Menifee and parts of Riverside County. We provide a safe haven for all animals and provide them quality and affordable care.
Summary of Duties:
Under the general supervision of the Chief Animal Control Officer, the Dispatcher / Citations Clerk is responsible for receiving and evaluating requests for service by telephone and dispatching routine and emergency calls to Animal Control Officers in the field. These calls are regarding state and local animal cruelty and regulatory laws, in addition to other law enforcement animal control functions as well as shelter operations.
- Receives emergency and non-emergency telephone calls from the public and law enforcement agencies relating to state and local animal cruelty and regulatory laws, in addition to other animal control law enforcement matters and shelter operations.
- Elicits information from callers, evaluates telephone calls, and decides upon or takes proper action to resolve complaint or other animal control issue.
- Interprets state animal cruelty laws, local regulatory laws, animal control rules, and procedures.
- Effectively operates multiple telephone lines, radio frequencies, a computer, and other applicable equipment to communicate information to Animal Control Officers in the field.
- Tracks the location of Animal Control Officers, dispatches and assigns back-up assistance to officers, or takes other appropriate action to ensure the safety of officers.
- Maintains records and logs.
- Provides courteous, high quality service to members of the public by personally responding to requests for service or making appropriate referral.
- Performs other related duties as assigned.
- Assists the public by answering questions regarding Animal Friends of the Valleys (AFV) organization and programs and/or transfers calls to the appropriate department or outside agencies.
- Determines if calls possess requirements and relative priorities of situations in order to dispatch Animal Control Officers.
- Records details of calls and all Animal Control Officers dispatches.
- Questions callers to determine their locations and the nature of their problems to determine type of assistance needed.
- Enters, updates, and retrieves information from computerized data systems regarding such things as location and past records.
- Maintains files, access, and secure sensitive materials.
- Observes maps to determine where a specific emergency risk is in the dispatch service area.
- Maintains files of information relating to emergency calls such as personnel rosters, emergency call-out and incident report files.
Qualifications and Certifications and/or Education
- Valid California Class “C” driver’s license
- High School or GED
- Must be able to type 60 plus words per minute.
- Must be able to operate basic office equipment such as printer/fax, telephones, and Windows based computer systems.
- Must possess multi-tasking abilities
- English fluency required
- Bilingual fluency in Spanish preferred
- Information Technology experience preferred
- Citations processing experience preferred
In Addition to Qualifications and Certifications and/or Education:
- Techniques, procedures, and methods used in operating a public service communications or dispatch center
- Basic animal control ordinances, rules, regulations, and procedures
- Familiarity with area roadways and geography.
- A background or exposure to public safety radio operations and lingo.
- Public safety job experience and/or education
- Geography of Southwest Riverside County, cities, and its environment
- Current technology and trends in the profession
- County customer service objectives and strategies
- Elicit from, and explain information effectively and accurately to a wide variety of callers including the public and law enforcement officials
- Read, understand, and interpret ordinances, rules, regulations, and procedures
- Effectively operate multiple telephone lines, computer terminal, two-way radio system, 10-codes and other applicable equipment
- Accurately document multiple or emergency messages under pressure
- Maintain records and logs
- Communicate effectively with a variety of individuals representing diverse cultures and backgrounds and function calmly in stressful situations, which require a high degree of sensitivity, tact, and diplomacy
- Treat County employees, representatives of outside agencies and members of the public with courtesy and respect
- Assess the customer’s immediate needs and ensure customer’s receipt of needed services through personal service or making appropriate referral
- Provide prompt, efficient and responsive service
- Work in a highly fast paced environment. Must be able to handle calls concerning animals, animal emergencies, animal cruelty and/or neglect. Sit for long periods of time. Ability to lift and carry office equipment and printed materials weighting up to 35 lbs..
- Speak English understandably
- Manual dexterity
- Ambulate independently
- Lift/drag/carry 35 lbs.
- Sit for long periods
- Stand for long periods
- See at normal range or with accommodation
- Hear at normal level or with accommodation
- In accordance with AFV dress code policy.
- Subject to irregular work shifts including evening, weekend and holiday shift assignments.
This is a non-supervisory role.