HCVR Telecommunicator - Level 1 (Full Time; Third Shift)

Harrah’s Cherokee Valley River Casino & Hotel Position Description

POSITION TITLE:                          Telecommunicator

DEPARTMENT:                                Security

GRADE/FLSA STATUS:                H10--Non-Exempt

BADGE TYPE/COLOR:                 Key--Blue

REPORTS TO:                                  Security Supervisor, Dual Rate Security Supervisor

SUPERVISES:                                    NA

JOB SUMMARY:

Perform specialized communication functions by operating two-way radio base station, answering incoming calls, obtaining pertinent information and dispatching Security Officers and/or other necessary personnel to provide guest’s assistance and to promote operation of the casino in a safe, timely and efficient manner.  Maintain quality communication relations with all guests, employees, and the community.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (LEVEL 1):

• Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values

• Maintain and record all of the security departments functions utilizing dispatch logs

• Execute daily communications to supervisors on emergency, personnel, and customer disputes

• Receive and make phone calls for the casino, guests and all emergency services including 911, Police Department, Fire Department, EMS, Locksmith and towing services

• Operate two-way radio equipment to maintain contact with security and all other departments

• Perform daily radio inventory of two-way radio devices in the security department

• Perform daily key inventories of the security department

• Perform monthly inventory of all Lost & Found items 

• Respond to all calls for assistance to guests and all departments

• Dispatch Officers and vehicles to answer requests for assistance

• Provide information concerning the business of the Casino

• Provide directions to the Casino

• Maintain and post information on persons with criminal or civil action pending

• Maintain logs as required by policies, procedures, and guidelines contained in the Internal Controls Manual

• Log: communication, vehicles, guest evictions, lost and found, badging system, cameras, medical supplies, vital logs, radio, mailroom, wanted persons, code 700-fire and code 1500-bomb

• Maintain security by monitoring entrance and exit of authorized visitors, vendors, and personnel

• Assign the appropriate badge through a badging procedure

• Contact will occur on a routine basis with guests, departments, personnel, vendors and visitors

• All contacts are for the purpose of exchanging or providing information and require a high degree of tact, diplomacy, and professional decorum

• Dispatch has access to information from the casino, TGC Inspectors, and Surveillance, which can be considered confidential and should only be disclosed to authorized personnel

• Adhere to all Internal Control confidentiality policies and procedures

• Relay pertinent data to officers, personnel, and emergency services in a timely and concise fashion

• Must maintain constant staffing while performing duties of this job

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (LEVEL 2):

• Demonstrate advanced proficiency in Level 1 duties

• Demonstrate proficiency in report writing

• Successful rating on last performance appraisal
• Successfully pass a proficiency test on Level 1 officer responsibilities with a score of 90 or above
• Pass an Internal Control test with a score of 85 or above
• No more than (5) attendance points
• Must obtained level two (2) Security Department for at least (3) months continuous employment
• No more than (1) minor (36.3) write up within a year

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• JOB ESSENTIAL DUTIES AND RESPONSIBILITES (LEVEL 3):

• Demonstrate advanced proficiency in all technical skills and Level 1 & 2 duties
• Possess and demonstrate the ability to handle difficult situations/guests well
• Role model in providing great customer service to our players 
• Learn and greet guests by name and build relationships with guests
• Seek coaching from supervisors to improve performance
• Ability to perform special tasks as needed
• Step up in emergency situations and lead team through the proper emergency procedures
• Sponsor new hires during orientation period (knowledge of 10 codes, internals, regulations, positions of posts, etc. as needed)
• Able to produce reports in spreadsheet analysis format as needed
• Able to operate eviction database
• Demonstrate a high level of guest service skills
• Demonstrate consistent support of Management and Company decisions
• Role model of Professionalism, which includes promoting an environment free of rumors and negativity
• Provide accurate information to supervisors (staffing needs, training needs, guests need)
• Answer co-workers questions and know where to obtain additional information
• Assist the supervisors in understanding the Security officer perspective
• Complete special projects in timely fashion
• CPR and First Aid Certified
• Highly successful rating on last performance appraisal

• Demonstrate proficiency in report writing and must complete 20 report 

• Must work one week on each shift within 6-month of becoming a level 3 

• No minors (36.3) write ups

• Adhere to regulatory, departmental and company policies/procedures in an ethical manner

MINIMUM QUALIFICATIONS:

• High school diploma or GED required 

• One-year dispatch experience or equivalent security experience preferred

• Must pass the Telecommunicator proficiency exam within 90 days required

• Valid driver’s license required with no more than  one (1) DUI convictions or 3 or more moving violations,  3 or more traffic citation convictions in the past 3 years (from date of conviction) or conviction for suspension or conviction for at fault accident within the last 3 years required

• Must demonstrate the following essential knowledge and skills:

• Attention to detail and observant 

• Neat, professional appearance with excellent personal hygiene

• Comfortable under surveillance

• Complete knowledge of internal controls and emergency procedures

• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook

• Problem solving and analytical skills are required to make decisions with speed and accuracy

• Requires skill in the operation of the central phone system and a working knowledge of two-way radio communication system

• Requires a thorough knowledge of casino terminology and the ten codes

• Requires the ability to assess the totality of the situation and execute calls with speed and accuracy

• Must be able to elicit information necessary to ensure proper dispatching

• Requires the ability to communicate effectively and to speak clearly, distinctly, and courteously

• Must have working knowledge of location and meaning of alarms equipment used by all departments

• Must have a working knowledge of code 700-fire and code 1300-bomb procedures on all emergency manual procedures 

• Accuracy in record keeping is crucial as clerical or other errors may affect business and future case work and case handling by the courts; and could possibly result in a lawsuit against the department providing service, Harrah's Cherokee Valley River Casino & Hotel, and/or the Telecommunicator

• Creative, resourceful and assertive in obtaining necessary information from callers to ensure proper response time and safety

• Neat, professional appearance with excellent personal hygiene

MENTAL/PHYSICAL/ENVIRONMENTAL DEMANDS:

• Intense concentration is required with all dispatch duties in order to disseminate large amounts of information

• Must be able to operate in mentally and physically stressful situations

• Must be able to have mobility, sit, reach with hands and arms, speak, see and hear

• Must be able to lift and carry up to 100 lbs

• Must be able to stoop, bend, reach, kneel, twist, and grasp items

• Must be able to work in an enclosed office environment while performing job duties

• Must be able to respond to visual and aural cues

• Must be able to read, write, speak and understand English

• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, traffic conditions and air quality including secondhand smoke

• Must be able to work a flexible schedule including weekends, evenings and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job.  Harrah’s Cherokee Valley River Casino & Hotel reserves the right to make changes in the above job description whenever necessary.           9.28.20