Dispatch Operations Manager

ADMIN SUPV 1 (007374)

UCPath Position ID: MI-DPT317000-JC007374-PD168418

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

703719

Approved Date:

6/16/2026 4:53:02 PM

Date Last Edited:

6/16/2026 4:52:57 PM

Last Action Effective Date:

5/1/2021

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR         

Division Code:

5901D

Division:

ADMINISTRATION                         

Department:

317000 - ON CAMPUS HOUSING

Position Details

UCPath Position Number:

MI-DPT317000-JC007374-PD168418

Position Description ID

168418

UC Payroll Title:

ADMIN SUPV 1 (007374)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

Grade 21

Job Code FLSA:

Exempt

Union Code (Collective Bargaining Unit):

99: Non-Represented (PPSM)

Employee Relations Code:

C: Supervisor - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40122852

Reports to Payroll Title:

BUS TCHL SUPP SUPV 1

UCPath Department Head Position Number:

40043252

Department Head Payroll Title:

ADMIN MGR 2

GENERAL SUPERVISION - Indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines.

4920

Front Desk Staff

15-35 FTE

4919

Front Desk Supervisors

6-8 FTE

POSITION SUMMARY

Under the direction of the Housing Operations & Safety's Physical Security System's Manager, the Housing Dispatch Operations Manager is responsible for the successful operations of the following 24 hour, non 911, safety service centers: Housing Dispatch, Campus Safety Operations Center, and the Housing Safety Koban. Staffed by a team of 30 students, these centers provide a variety of safety related services to both the UCLA campus and the 15,000 On Campus Housing and 6,000 Off Campus Housing residential communities: video surveillance monitoring and playback, alarm monitoring, building and roadway access control, fire/life safety monitoring, and dispatching of departmental support services such as Housekeeping, Maintenance, and Residential Life. The Campus Safety Operations Center acts as the central monitoring station for live security camera feeds from across the UCLA campus and responds to incidents as appropriate.

Major duties include the hiring, training and supervision of Housing Dispatch staff, managing and prioritizing service requests, daily administration of various access control and safety program databases and programs, conducts systems audits, and works with campus departments (e.g. UCPD, UCLA Facilities) on resolution of safety and service issues. Also, this position coordinates with UCPD CSO Programs on staffing of the Housing Safety Koban and ensures quality of service.

This position also assists with the training of UCLA Housing staff on the proper usage and operational standards of various departmental safety programs and acts as a liaison with other campus departments such as UCLA Police Department, UCLA Bruin Card Office, Residential Life, and H&H IT Department. The position will need to operate a University vehicle and travel to offsite work locations.

At UCLA Housing & Hospitality Services (H&HS), you become part of UCLA's tradition of excellence by providing quality housing, dining, and hospitality services to student-residents, faculty, staff, and campus visitors. We believe there's more to a job than simply being employed. In addition to competitive salaries and comprehensive benefits and retirement plans, H&HS team members enjoy significant opportunities for professional and personal growth in a supportive work environment. No matter what your role, you will join more than 2,600+ H&HS team members who understand that our motto Hospitality First! means that a warm, gracious attitude makes a difference in the lives of the people we serve. AMAZING BENEFITS Starting Day One!

SUPERVISION AND TRAINING OF OPERSONNEL RESOURCES

Oversee the recruitment, interviewing, and selection of qualified work force personnel for up to 30 student positions for all areas within realm of responsibility in accordance with University policies and procedures. Ensures that personnel are trained and knowledgeable of University rules and regulations and departmental goals.

Supervises staff working in a 24 hour operational environment including weekends and holiday periods to ensure the proper functions of duties and adherence to procedures and appropriate customer service practices. This includes being on-point to respond to emergency situations during evenings and/or weekends.

Provide feedback to employee performance. Takes corrective action with employees when necessary, including disciplinary procedures. Provide training and professional development opportunities.

Establishes staffing needs according to budget and varying work loads, and schedules personnel to maintain optimal customer service objectives and ensure smooth operational flow. This includes scheduling for holidays and vacation periods. Anticipates labor staffing problems, and takes action to see that tasks are completed in the event that labor shortages arise. 

Ensure that accurate personnel records are maintained,

properly reported in time keeping system, and reconciliation of payroll ledgers in accordance with University policies and procedures.

Develops and provides training and direction to staff for all duties performed. Areas of training include customer service, work order flow, security and safety procedures, and emergency management.

Tracks and inputs all training hours for all Housing Safety personnel.

Analyzes on-going service needs and results, to ensure that services are maintained at the established standards. Recommends changes in service standards to meet customers' needs.

Produce and maintain user manuals and documentation for access control database policies and procedures.

45%

FINANCIAL MANAGEMENT AND FISCAL CONTROLS

Assist in developing and managing overall Housing Safety departmental Labor and Supplies & Expenses budgets of approximately $3M.

Reconcile Housing Safety department payroll General Ledgers and ensures that all discrepancies are corrected in accordance with proper auditing procedures.

Completes and submits monthly Overtime reports as necessary for Housing Safety department.

Tracks actual expenses and create variance reports on a monthly basis.

Oversees edits and approves Kronos punches for all departmental student staff of approximately 100 team members.

Establishes and monitors means to efficiently procure Housing Safety administrative supplies. Ensures that proper purchasing guidelines are incorporated into daily routines, that proper receiving, storage and inventory of items occurs, and that effective methods of inventory control are applied.

Submit purchase requisition for parts and materials.

Prepare and analyze reports to determine future database needs to accommodate the growth in On Campus Housing occupancy levels.

30%

PUBLIC AND INTRA/INTERDEPARTMENT CONTACT

Maintain a positive working relationship with all staff and management within Housing and Hospitality and other campus departments; develops appropriate and effective communication channels with all staff levels.

Assists with H&H Workplace Safety Programs and train department managers on application of programs. Tracks and reports expenses and liabilities.

Assist in the coordination of Dispatch Services for On Campus Housing special events with Residential Life, UCPD and CSO Programs for monitoring access of facility.

Establish internal goals with management, career staff and student staff within areas of responsibility.

Establish and maintain effective working relationships with University departments to accomplish objectives.

Develop and maintain standards for high levels of customer service for staff, residents, visitors, and conference clientele.

Interface on a regular basis with resident clients to ensure safety and security needs are being met. Communicates information to appropriate individuals(s) when service needs are not being met.

Serve, as assigned by the Physical Security Systems Manager on task forces for research and development of new projects for On Campus Housing as they pertain to safety and security issues.

Respond, as appropriate and financially prudent, to customer complaints and requests so as to ensure maximum customer satisfaction.

Maintain a professional, well-groomed appearance in the workplace at all times.

15%

SAFETY SYSTEMS AND PROGRAM SUPPORT

Assist in maintaining database integrity and content in department access control/security systems. Manage and oversee the adding, editing, and deleting user, operator, doors, keys, products and groups profiles in accordance to departmental policies and to maintain departmental consistency.

Assist in training appropriate Housing Safety staff on use of security systems.

Assist in Blackboard administration as requested. Encode and audit access cards through Blackboard during summer conference season and as needed. Trains dispatch staff on correct use and auditing of Blackboard Transact door access system.

Spearhead relevant equipment and software upgrades and new installations as necessary.

Ensure that all dispatch-related equipment is in proper and safe working order. Equipment includes work stations, 2-way radios, card encoder, and other related equipment.

Work routinely with the On Campus Housing Maintenance department to ensure that access control/security system related repairs are completed in a timely manner and reports any discrepancies to the Housing Assistant Director.

Review Housing Operations & Safety database and key policies on an annual basis and make recommendations as appropriate.

Work with Residential Life, UCPD, and other designated departments with any relevant investigations involving video or access control related evidence.

Participate in departmental safety management and education committees.

Evaluate emergency situations within facility and initiates appropriate action. May be called upon to assist and or represent Housing Assistant Director in responding to residence hall emergency situations that affect the residence halls and or the campus globally, (i.e., riot, fire, earthquake), including assisting in setting up emergency shelters and/or triage locations.

Enforce University and On Campus Housing rules and regulations.

Respond to database emergencies as necessary.

10%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Bachelor's Degree

in related area and/or equivalent experience / training

Preferred

2 years

demonstrated experience leading and/or managing teams.

Required

3 years

demonstrated experience in dispatch operations, physical security and/or access control programs and processes in a large-scale institution

Required

Driver License

•

Must possess, upon hire, and maintain a valid CA noncommercial Class C License in accordance with the California (CA) Department of Motor Vehicles.

Required

Working knowledge of University policies and procedures relating to Staff Personnel Policies regarding recruitment, selection, training, performance evaluations and disciplinary procedures. Working knowledge of departmental personnel and payroll procedures, such as time reporting and accruals.

Preferred

Skill in management and supervision of multi-functional staff comprised of operational and administrative personnel to include knowledge of required

tasks, skills, personnel selection, evaluation and development.

Skill in writing concise, logical, and grammatically correct English to prepare written schedules, plans, procedures, employee performance evaluations,

reports such as budget variances, and other operational/administrative related reports or correspondence.

Ability to work on a personal computer, utilizing software such as Microsoft Excel, 'word, PowerPoint, Visio, and Publisher.

Required

Administrator level working knowledge of Onity or Saito Keycard System

Working knowledge of physical access control programs and concepts, safety rules, procedures, and concepts as they pertain to working conditions and

health and safety standards as they relate to administrative areas.

Ability to accurately assemble material and equipment inventories, and monitor usage of supplies and care of equipment to control costs. - Can be trained

Working knowledge of Blackboard Campus Wide ID System.

Preferred

Working experience with two-way radio/dispatching system(s).

Working experience with access control and video management system(s).

Required

Ability to mediate between contending parties and affect a successful resolution of difference using appropriate conflict management techniques.

Skill in negotiating and exchanging ideas with others to formulate policies and programs and/or arrive jointly at decisions, conclusions or solutions.

Required

Ability to analyze and synthesize information from various sources and compile into a clear, concise report and/or presentation.

Ability to correlate available fiscal resources with programmatic needs, establish priorities, and make appropriate recommendations for allocations.

Preferred

Ability to analyze technical data using logic and quantitative reasoning.

Demonstrated knowledge of budget creation, management, analysis, and financial reporting. Ability to track expenses and adhere to budgets.

Required

Demonstrated skill in supervising staff including delegating work to accomplish departmental goals and objectives efficiently and effectively, while motivating individuals to work together as a team.

Demonstrated ability to manage multiple responsibilities, deadlines, and personalities. Ability to foresee and resolve wide variety of problems and take action where answers to a problem are not readily apparent.

Required

Ability to analyze and define administrative and technical problems, identifying relevant factors, recognizing alternatives, and formulating conclusions.

Ability to maintain strict confidentiality of information. Ability to discreetly and tactfully recognize and handle sensitive and confidential information.

Required

Experience in conducting and arranging training sessions.

Required

Experience with large scale event (5000+ persons/day) security/traffic/transportation/parking coordination.

Preferred

Ability to drive university vehicle to offsite work locations

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Driving Record: The position is subject to the California DMV "Pull Notice System" and continued employment is contingent upon proof of a satisfactory driving record.

10%

Drive University vehicle to offsite locations

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Other University Setting(s)

Location:

Housing Operations and Safety

•

Desktop computer/ laptop

•

Company cell phone

•

University Vehicle on occasion

•

2- way radio

Standing/Walking

X

X

Sitting

X

X

Bending/Stooping

X

X

Squatting/Kneeling

X

X

Climbing

X

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

X

Loud noise levels

X

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 2: Position in which required tasks normally do not involve exposure to blood, body fluids or tissues, but may require performing unplanned Classification 1 tasks. In these jobs the normal work performance involves no exposure to blood, body fluids, or tissues. However, exposure or potential exposure may be required as a condition of employment.