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Are you ready to make a difference in your community? We are hiring a Dispatch Supervisor!

ESSENTIAL DUTIES/FUNCTIONS:

• Field Operations Dispatch Management and Development. Train the team to provide accurate information. Maintain a staff schedule that ensures effective coverage. Guide the staff in matters of community relations, escalated customer interactions, animal laws and SOPs. Audit calls regularly to assess performance. Implement and evaluate training and development needs for team members to support their growth and to ensure the highest professional standard of performance.
• Dispatch calls. Respond to dispatch and general calls from the public. Exhibit expertise in Hawaiian Humane activities, processes and protocols, and direct calls as necessary. Treat callers in a friendly, empathetic, and professional manner. Assist dispatchers with call escalation as needed and ensure the team is following up on public requests in a timely manner including returning phone calls, checking Lost & Found reports, following up on animals in our care and checking for possible matches.
• Officer Safety and Communication. Ensure compliance with Radio SOP. Track officer status and ensure consistent radio communication protocols across shifts. Conduct welfare checks during extended calls at defined intervals. Implement escalation procedures if communication is lost.
• People Care. Lead by example, ensuring internal and external patrons (employees, volunteers, Hawaiian Humane partners and community members) and their needs are a primary focus. Communicate in a way that is clear, understandable, cooperative, professional and respectful in all circumstances that occur via face-to-face, telephone, and electronic mail. Actively support a positive team environment, directly address conflict with the goal of problem solving and appropriately express concerns. This position interacts with and collaborates with employees and volunteers at all levels of the organization.
• Customer Care. Deliver high-level internal and external customer service to all stakeholders including community members, agency partners, staff and volunteers. Exhibit excellent follow-up and time management skills to both internal and external stakeholders. Manage emotionally difficult situations with strong communication skills and empathy.
• Departmental Support. Work alongside the FOPS, CE and Operations teams to provide day-to-day oversight and leadership. Work effectively with other Hawaiian Humane team members to provide an efficient and quality service to the community. Care for all animals humanely, safely and with compassion according to established Hawaiian Humane procedures and animal welfare best practices. Promote the humane care of all animals through education to the community and leading by example.
• Training and Individual Growth. Keep abreast of animal statutes and ordinances; as well as enforcement, animal welfare, and leadership best practices, to aid in career advancement and team training. This may include, but is not limited to, animal laws, statement writing, verbal communication skills, de-escalation techniques, safety, and security.
• Correspondence. Assist with timely issuance of correspondence to the public including but not limited to field operations letters, Lost & Found requests, checking mail, and responding to all written complaints and email inquiries.
• Reporting. Produce and maintain accurate statistics and reports according to deadlines. Report statistical trends as needed.
• Lost & Found Support. Assist the public with Lost & Found animals and make reunification efforts. Post and update the shelter database.

OTHER DUTIES/FUNCTIONS:

• Organizational Improvements. Regularly participate in meetings with other members of the FOPS and CE departments and share ideas for department and organization improvements.
• Compliance. Abide by all organization policies and job duty procedures and promote Hawaiian Humane’s mission and vision. Protect confidential information.
• Other Duties as Assigned. Provide organization-wide support as needed such as participating in events, speaking to the public, fundraising and supporting Hawaiian Humane’s role as a first responder to disasters.

WORKING CONDITIONS:

• Working Environment: Indoors in an air-conditioned office and outdoors primarily on Hawaiian Humane’s Mōʻiliʻili campus.
• Equipment Use: Computer and MS Office programs, PetPoint, telephone system, radio dispatch system
• Hours: Based on operational requirements. Must be available at least 40 hours a week any 7 days of the week, weekends and holidays.

MENTAL, PHYSICAL AND COMMUNICATION DEMANDS:

• Must be self-motivated and able to work with minimal supervision and exhibit proven communication, collaboration and customer service skills.
• Must be able to multi-task when using computer, phone and radio systems.
• Must be able to maintain professionalism, composure and compassion in emotionally charged situations and manage a high-volume and broad spectrum of animal-related calls.
• Must be able to lift and carry objects up to 10 pounds.
• Must be able to sit at a desk and view a computer screen for up to 8 hours per day with short breaks.
• Must be able to be on the phone at a desk or standing for up to 8 hours a day with short breaks

QUALIFICATION REQUIREMENTS:

• Skills/Knowledge: Determining priorities and handling high-pressure situations; training, coaching and managing staff; communicating clearly and concisely and relaying details accurately; handling high volume telephone traffic; typing with a high degree of accuracy.
• Education/Training: High school diploma or equivalent required. Associates degree or equivalent experience preferred.
• Experience: Five years of computer, clerical, customer service and/or call center experience required. Supervisory experience required.