Telecommunicator - Level 1 (Full Time; Day Shift) $18/hour

Harrah’s Cherokee Casino Resort Position Description

POSITION TITLE:                          Telecommunicator

DEPARTMENT:                               Security

GRADE/FLSA STATUS:                 H10NonExempt

BADGE TYPE/COLOR:                 Key—Blue

• REPORTS TO:                                 Security Supervisor, DR 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):

• Establish and 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
• Dispatches 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
• Must 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

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 needs)
• 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 withing 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
• 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 Casino, 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 have the 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 operate in mentally and physically stressful situations
• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, 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 Casino Resort reserves the right to make changes in the above job description whenever necessary.      9.28.20