Trouble Call Dispatcher-Limited

BLANK AST 3 (004722)

UCPath Position ID: 40923597

Position Description History/Status

Approved Date:

8/13/2026 12:48:30 PM

Date Last Edited:

8/13/2026 12:48:26 PM

Last Action Effective Date:

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR         

Division Code:

5901D

Division:

ADMINISTRATION                         

Department:

340000 - FACILITIES ADMINISTRATION

Position Details

UCPath Position Number:

40923597

Position Description ID

263460

UC Payroll Title:

BLANK AST 3 (004722)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

CX: Clerical & Allied Services

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

4 - Staff: Limited

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40048691

Reports to Payroll Title:

FAC SUPV 2

UCPath Department Head Position Number:

40807775

Department Head Payroll Title:

ADMIN MGR 2

CLOSE SUPERVISION - Indicates that the incumbent is assigned duties according to specific procedures. Work is checked frequently, and in addition there may be formal training.

POSITION SUMMARY

The Trouble Call Center is the 24-hour "hotline" for routine repairs of building systems, maintenance, grounds, and for the emergency response to UCLA owned facilities and environmental problems. The Trouble Call Center is an integral part of the campus-wide emergency response. As members of the Disaster Initial Response Team, all Trouble Call Center dispatchers receive training in first response, fire suppression, light search and rescue, and restoring utility systems and building functionality in the event of a major disaster. Under the direct supervision of the Customer Relations Manager, answer phone calls, process on-line work orders, respond to fire and critical equipment alarms by creating work orders and communicating with Utilities, Craft, Custodial, Grounds, Maintenance staff, Managers, Supervisors, and public services by dispatching appropriate personnel and resources to make urgent repairs to buildings, infrastructure, and grounds affiliated with UCLA. Dispatchers are required to work overtime and a variety of shifts. Dispatchers are required to communicate job status and area responsibility between shifts and to supervisor.

Training is performed on a daily basis using telephone recordings, computer assisted forms, procedure and protocol manuals, and email updates.

The Facilities Management Customer Relations call center is an essential part of the Facilities Management strategic maintenance repair and construction for the UCLA Campus. The call center is staffed 24/7 /365 days a year to support the infrastructure and utilities of the UCLA campus and surrounding area.

Trouble Call Dispatching

1. Politely answer telephones and gather necessary information to complete the computerized work order associated with the call. Key-enter information into database.  

2. Politely dispatch trouble-calls to appropriate personnel either by 2-way radio, phone, pager, or hard copy. Inform the caller of the trouble call work order number and probable response time.  

3. Contact appropriate University emergency response personnel (such as UCPD or EH&S) or governmental agencies (such as City of Los Angeles) when trouble call is outside Facilities Management's jurisdiction. Inform caller of proper jurisdiction, and provide caller with number for future reference.  

4. Collect and close completed work orders, input the comments into the system, reroute work to other crafts if needed, and inform the caller of any delays in resolving the trouble call.  

5. On a routine basis, follow up with callers to determine if trouble calls have been completed; and if not, coordinate effort to remedy the problem; record follow-up information on the work order.  

6. Alert Supervisor of the date and time of any recurring problems with building systems, lack of appropriate response from Facilities Management personnel, irate callers, or unusual requests; provide Supervisor with sufficient background information and documentation to assist in speedy resolution of the problem.  

7. As a member of the Facilities Management Disaster Initial Response Team, report back to work in the event of a major disaster, and respond to building and utility problems as directed. Help setup the Operations Center, assist administrative team members in signing in/out personnel, equipment, and dispatching team members as they arrive at the Facilities Management Departmental Operations Center. 

70%

Monitoring Response

1. Monitor a variety of computerized building and utility systems (such as direct digital controls) for Campus and Medical Center Complex. When a system(s) go into alarm, determine appropriate Crafts personnel and/or Crafts Supervisor for response, and contact them via 2-way radio, telephone and/or paging system. At the direction of Crafts personnel or Crafts Supervisor, monitor and interpret computer print-outs and/or screen graphics to assist in assessing extent of the problem and need for further action. At the direction of the Area Engineer, may input setting changes into the direct digital controls computer programs, and monitor effect on alarmed problem.

2. Monitor access to the lock-box containing master keys to Campus and Medical Center Complex. Under specific authorization from the On-Call Superintendent, Divisional Manager, Director of Operations, and/or the Associate Vice Chancellor, release keys to response personnel. Maintain record of keys released, authorization, and retrieval of information. 

3. Monitor fire alarm computers and print-outs to detect trouble alarms. Create a work order and dispatch a Fire Alarm Tech per Code to repair malfunctioning fire monitoring devices. Maintain a hard copy and computer work order of buildings taken out of service by Alarm Techs assuring proper identification and time the building is taken out and placed back in service. Coordinate with next shift buildings out of service.  

4. Monitor work orders that are referred to other maintenance groups (such as Hospital, Medical Plaza, Pest Control, and Other) to assure the work orders are assigned and completed on a timely basis.  

5. Monitor incoming outage requests, and coordinate the outage on a timely and need-dependent basis. 

15%

Reporting

1. Utilizing the report generator function of the computerized system, produce trouble 15% call reports as requested by the Associate Vice Chancellor, Executive Officer, Director of Maintenance & Alterations, Director of Design & Project Management and/or Directors and Managers as deemed necessary. Research and provide additional information as requested. 

2. On a monthly basis, produce a report of outstanding trouble call work orders for distribution and follow-up by individual shops. Track the open work orders with the Shop leads and/or supervisors as necessary to close out ticket. 

3. Create and maintain On-Call schedule for Crafts, Utilities, and Superintendents to assure required staff coverage on off-hours and weekends. Correct home telephone numbers and pager identifications as required. Distribute On-Call Assignments to staff, payroll, Superintendents, and Managers as required.

4. Maintain a shared computerized spreadsheet for daily changes in staffing assignments. Enter date, name, replacement name, cost center, and communication methods in the spreadsheet.  

5. Coordinate the scheduling and notify staff by email planned and emergency Outages on the Campus. Maintain lists of persons to be notified by building or by function. Coordinate the outage with Building Coordinators and concerned Staff, and edit outage notices, and assure proper email or other distribution of final notices.  

6. Update Directory as required.  

7. Maintain and update a spreadsheet showing the distribution of 2-way radios to Facilities Management personnel, and coordinate the repair of 2-way radios with Digital & Technology Solutions (DTS). Report Name, Serial number, date in, date out, problem and fix on spreadsheet.  

8. Create and maintain the log of buildings that are taken in and out of service by fire alarm technicians to include the staff number, building name, date, time in and time out, and work order number. At the end of the shift, contact any Staff number with building out of service.

9. Utilize and edit operational, directory, and notification system platforms to identify/pinpoint pertinent personnel, track service progress, collect data, disseminate information, and to manage and execute active service workflows. (Wand Management System, Space Web, UCLA Directory, FM Directory on Dashboard, Outage Notification System, and OMP - job numbers/shops)

15%

•

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

High School Diploma

High school diploma or equivalent experience

Required

Thorough knowledge in administrative procedures and processes including word processing, spreadsheet and database applications

Required

Requires good verbal and written communication skills, active listening, critical thinking, multi-task and time management skills.

Required

Requires interpersonal and work leadership skills to provide guidance to other nonexempt personnel.

Required

Ability to follow and convey specific, detailed information in normal and emergency situations. Demonstrated ability to remain calm when in emergency situations involving conflict, hostility, panic, and/or indifference.

Required

Demonstrated ability to maintain equanimity in situations involving conflict, hostility, panic, and/or indifference. Skill in listening perceptively, establishing rapport, and gaining trust of others.

Required

Ability to maintain composure in an environment of changing workload demands, priorities, and frequent interruptions.

Required

Ability to receive multiple instructions in a short space of time. Skill in prioritizing assignments to complete work in a timely manner when there are fluctuations in workloads, emergencies, competing requirements and frequent interruptions.

Required

Skill in analyzing information, problems, situations, practices, or procedures to: (1) define the problem or objective; (2) identify relevant concerns or factors; (3) formulate logical and objective conclusions; and (4) recognize alternative and their implications.

Required

Skill in reading standard English text for understanding information to include Emergency Procedure Required manuals, maintenance logs, training manuals, and general correspondence.

Required

Knowledge of where to go in the organization for needed information and ability to judge what information should be passed on to different levels of management.

Required

Working knowledge of the physical plant of UCLA Campus and Medical Center.

Preferred

Basic knowledge of construction trades terminology and function of various trades.

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

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

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

Facilities Management Building

•

Computer, Phones, Alarm Systems

Standing/Walking

X

Sitting

X

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

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

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

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

Other Mental Requirements

If "Mental demands other" was selected above, please explain:

Dealing with irate customers and language barriers.

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.