Security Operations Center Dispatcher

Internal Close Date: January 29, 2026

Grade Level: 6

Salary: $ per hour

Work Schedule: M-F 3:00PM - 11:00PM

Note: Starting pay rates are ultimately determined by the scope of the position, the candidate's relevant experience, and internal equity. New employees typically start in the lower half of range, but experts in their field may be considered for starting pay rates in the top half of the range.

Department/Location: 1001 Washington Ave N

Summary

The primary purpose of the position of security dispatcher for the MPHA Security Program is to assist in maintaining a safe and secure environment, through emergency call dandling, coordination communication, threat assessment, logistics, and record keeping. The dispatcher's core role is to promote a safe environment for residents, visitors, and MPHA employees through the operation of the Security Operations Center (SOC).

Responsible for the daily communication with all security using radios, computers, and cellular devices. Completes data entry for crimes, leave violations, safety hazards, and other incidents that have occurred on MPHA properties.

All activities must support the Minneapolis Public Housing Authority's ("MPHA" or "Authority") mission, vision, and values.

Essential Duties and Responsibilities

The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed.

• This full-time position will work rotating days, evenings, nights, and weekends.
• Performs work of routine difficulty in the operation of a central alarm station using computers and various communications equipment, initiating proper response for emergency and non-emergency situations, often without direct supervision.
• Answer all emergency and non-emergency calls for MPHA. Prioritize calls and initiate appropriate actions based on incident type and importance. All security-related situations and incidents are funneled through this position for proper prioritization and documentation.
• Enters initial complaint information on calls received, dispatches proper personnel to investigate incidents, monitors the progress of calls, and provides ongoing updates to responding personnel, supervisory personnel, and upper MPHA management, Then complete final notes and documentation in the computer-aided dispatch program for record and statistical purposes.
• Operates a multi-channel computerized communication console with multiple computer terminals including phone, camera system (monitoring over 1,300 cameras), alarms system, badging system, and radio systems to obtain enter, transmit, and maintain information.
• The dispatcher will be responsible for coordinating security and emergency responses and maintaining logs of calls for service. Including but not limited to timelines, reports, statical reports, camera logs, smart sheets, video logs, and notes pertaining to investigations conducted.
• The Dispatcher will be responsible for security nightly reports, monthly reports, entering all security reports into CAD system, and other security-related reports upon request.
• Resolves routine complaints, problems, and concerns.
• Composes and types of routine correspondence and documents.
• Creations of FOBS and badges for Security personnel, residents, and others when needed.
• The dispatcher will be responsible for investigating incidents on video, bookmarking incidents on the CCTV system, and achieving video.
• Ensure that all officer's written reports are logged/documented into the CAD (Computer Aided Dispatch) system.
• Maintains confidentiality in all aspects of the job.
• Responsible for tuning on/off employees or tenant badges as requested or running necessary reports from access control system.
• Effectively contacts and interacts with emergency responders. Such as police, fire, and/or ambulance personnel as required.
• Use the computer-aided-dispatch systems to answer and process emergency and non-emergency requests for service from MPHA residents, visitors, staff, officers, and other sources, classifying requests by following department procedures and policies.
• Provide ongoing updates to responding field personnel in real time.
• Alert appropriate supervisory personnel when necessary.
• Operate the information radio, handling incoming radio messages from MPHA Security and MPHA front desk staff.
• Enter and sign on off security personnel for their assigned shift.
• Enter new officer information into the CAD system database.
• During storms, collect information on power outages, downed trees, and blocked streets and follow emergency storm protocols outlined in MPHA policy,
• Contact other emergency service organizations, maintenance crews, utility companies, and others as necessary.
• Contact other MPHA departments as required. Communicate and coordinate with the MOD during emergencies and communicate with MPHA MOD to ensure residents after-hours needs are met in a timely manner.
• Assists in training, monitoring, testing, and evaluation of new MPHA dispatch operators, may work with new employees and provide coaching and advice on job performance.
• Host and explain operations to visitors and observers.
• Maintain necessary records.
• Must be able to handle multiple tasks simultaneously.
• Performs other related duties as assigned.

Behavioral Competencies

MPHA expects all employees to exhibit the following behavioral skills:

Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors, and measures the needs of both internal and external customers; talks and acts with customers in mind; and recognizes working colleagues as customers.

Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; and persists despite obstacles and opposition.

Effective Communication: Employee is prepared, clear, concise, and organized in all facets of communication in order to fully establish understanding. Actively listens and understands the audience to adapt message appropriately. Communicate information with appropriate personnel in a timely manner.

Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.

Initiative: Proactively seeks solutions to resolve unexpected challenges. Actively assists others without formal/informal direction. Possesses the capacity to learn and actively seeks developmental feedback. Applies feedback for continued growth by mastering concepts needed to perform work.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Predominantly an office environment. The noise level in an office environment is usually moderate. The position may be required to work with contractors as well as Authority residents.

Education and/or Experience

High School diploma, GED, or equivalent. Two years of dispatch or communications experience in a busy, high-stress environment or an approved equivalent combination of education and experience.

Some positions may require possession of a valid driver's license. Those positions may also require the use of a personal vehicle and evidence of individual automobile insurance coverage, or the ability to be insurable under the Authority's automobile insurance plan at the standard rate. Must pass a criminal history background check.

Technical Skills

To perform this job successfully, the employee should have strong computer skills, and experience with computer software such as MS Word, Excel, and Outlook. Must have the ability to learn other computer software programs as required by assigned tasks including but not limited to security cameras and network, computer-aided dispatch (CAD), and secure proximity card access systems.

Ability to calmly respond to multiple critical events and critical situations making sound decisions, directing and coordinating staff, and effectively utilizing people and resources during crises.

Must possess knowledge of Security Post orders, MPHA Emergency Action Plan (EAP), regulations and handbooks; federal, state, and local laws; city codes and ordinances; MPHA Statement of Policies (SOP), and other policies and procedures. Demonstrate an understanding of Security and Safety technology and systems.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; reaching and grasping; and operating computers and other office equipment. The employee must be able to exchange information in person, in writing, and via telephone. The employee must occasionally transport up to 25 pounds.

The primary responsibilities for this position will be to perform approximately 98% of the time indoors. Will have frequent exposure to health hazards and accidents; requires a low level of physical effort.