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As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

220 Hutchison Rd, Rochester, New York, United States of America, 14620

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

100108 Support Operations-Fac & Svcs

Work Shift:

UR - Rotating (United States of America)

Range:

UR URG 106 H

Compensation Range:

$21.36 - $29.90

_The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations._

Responsibilities:

General Purpose

Provides vital dispatch and communication support for the entire University and its affiliates. Responds to and manages high-volume inbound inquiries via phone, email, web, and electronic interfaces. Troubleshoots and provides resolutions to issues with critical and non-critical inquiries regarding equipment and operating systems, the creation and dispatch of work orders, monitoring multiple automated alarm systems, recording daily absences for all Facilities and multiple non-facilities departments, and provides communication, dispatch, basic technical support and NIMS-based documentation for all University emergencies. Documents and manages unscheduled absences for University Facilities and Services personnel and multiple non-facilities departments.

Essential Functions

+ Responds to service calls, requests, and notifications from internal/external entities via telephone, e-mail, and web-based (to include social media) from members of the university and non-university communities, which may range from routine requests to calls for emergency assistance. Determines appropriate responses based on the nature of the request, with special attention to critical and urgent situations. Creates, assigns, and dispatches work orders to appropriate personnel and departments depending on the level and severity of the request. Determines which service calls should be elevated to emergency status. Determines if work request is billable; obtains and verifies Workday/FRS accounts to ensure accurate billing of services.

+ Analyzes multiple alarms and compares the situation to shutdown notices or control center shutdowns, which include notifications by mechanics working in an area. Contacts internal facilities staff or other appropriate university personnel if needed to provide support during emergencies as necessary. Contacts the appropriate supervisor and/or manager on-call, as well as senior leadership, and notifies them of the emergency response based on their directive. Contacts external vendors, external utilities, and respective University stakeholders. Determines response level based on the severity of the emergency. Enacts the proper protocol as directed by the Emergency Operations Center (EOC) Commander, and assists with communications and dispatch during the heightened emergency. Closes the EOC when directed.

+ Prepares emergency documentation based on the National Incident Management System (NIMS) comprehensive national approach. Follows emergency protocols accordingly. Documents step-by-step actions during all emergencies on the electronic emergency log form. Dispatches and provides updates as necessary throughout the emergency (paging, text messaging, phone, email). Submits emergency log and summary to stakeholders within one hour once the emergency has been cleared by Public Safety or Facilities leadership, respectively. Passes annual emergency scenario practical testing and supports the Manager/Supervisor in proctoring exams. Manages emergencies by directing other specialists. Assigns and orchestrates tasks accordingly when responding to multiple emergencies, provides guidance, and assists in troubleshooting and answering questions. Maintains composure and promotes calmness throughout emergency scenarios.

+ Participates in the required on-call rotation. Maintains, promotes, and supports a safe and positive working environment. Assists with training and shadowing of newly hired staff. Assists with preparing new staff for the end-of-training exam. Documents and manages unscheduled absences for University Facilities and Services personnel and multiple non-facilities departments.

+ Manages a comprehensive management program that houses critical facilities information, including data about absences, shutdowns, staff work locations, elevators, fire panels, vehicle lists, essential phone numbers, weekend/holiday hours, and other scheduling-related details, and waste/recycling information. Has system configuration rights to update personnel and contact information, once trained.

+ Monitors the National Oceanic and Atmospheric Administration Weather (NOAA) system per EHS requirements and monitors the Public Safety two-way radio. Responds to after-hours parking customer phone inquiries, after-hours SMH Environmental Services work orders, and phone support for various departments as needed. Assists with resolving facilities operational problems within defined schedules and service level agreements.

Other duties as assigned.

Minimum Education & Experience

+ High School diploma or GED equivalent and 3 years of related work experience including one year in the Facilities

+ Customer Service department required.

+ Or equivalent combination of education and experience required.

+ Customer Service, Control Center, and Emergency response experience required.

Knowledge, Skills & Abilities

+ Skills with typing/keyboarding required.

+ Ability to utilize Microsoft Office, and the ability to utilize multi-line telephones and other office equipment, including copiers, scanners, and printers required.

+ Proven ability to react to stressful situations calmly and professionally required.

+ Ability to articulate professionally required.

+ Comprehensive knowledge of all CSC, Emergency, and Facilities procedures and familiarity with university policies and procedures required.

+ Ability to effectively lead a team preferred.

Licenses and Certifications

+ National Incident Management System (NIMS) certification required within 6 months.

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

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Learn. Discover. Heal. Create.

Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals

At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.