Job Post

ALE Call Center Administrative Support Specialist (Dispatch)

Company Name: Humane Society of the Pikes Peak Region
Company Website:
Location: Colorado Springs, CO
Job Type: Full Time
Job Category: Field

Job Summary

Animal Law Enforcement (ALE) Administration Support Specialists are key to the successful completion of the Department’s Mission, Vision, Values and Goals.  Employees assigned to this Division are expected to perform a variety of support functions to include Dispatcher/Call Taker and Data Entry.  While individuals may specialize in one or more functions of the Division they will gain and maintain basic abilities in all areas.

Key Duties and Responsibilities

This job description includes major duties and responsibilities of the job. It is not to be construed as including every task inherent in the position.

Answer incoming phone calls to the Animal Law Enforcement Department. Answer questions and provide information to the public about all services offered by HSPPR and/or direct callers to the appropriate departments.  Enter calls for service into internal software systems.  Dispatch Animal Law Enforcement Officers. Collect and process service and licensing fees. Perform daily accounting reconciliation for service or licensing fees collected.  Other administrative duties as assigned.

·         Represents Animal Law Enforcement and the contracted jurisdictions in a professional and courteous manner at all times;

·         Complies with all Animal Law Enforcement policies and procedures and training guidelines;

·         Assists citizens with interpretation and understanding of animal ordinances, department procedures, and responsible pet ownership;

·         Promotes Humane Society programs, services, and development;

·         Stays abreast of current industry trends, changes in ordinances, and policy and procedures;

·         Keeps Animal Law Enforcement Leadership informed of progress and potential conflicts;

·         As assigned, safely and properly trains, coaches and assists trainees and individuals completing cross training with all of Animal Control Officer positions;

·         Promptly reports violations of policy and procedure and/or conduct unbecoming to Animal Services Leadership;

·         Strives to maintain a positive and professional attitude at all times;

·         Resolves conflict while promoting a responsible community where animals are inherently valued and owners are committed to their pets;

·         Answer incoming calls for service which includes a large variety of animal related calls;

·         Obtains all crucial information necessary, determines if probable cause to investigate and carefully documents all essential information;

·         Dispatches Animal Control Officers utilizing radios and other communication devices in an expedient manner;

·         Communicates clearly and concisely;

·         Understands geographical locations for which the department provides services and surrounding areas;

·         Enters all Field Service related Data Entry, which includes, Officer reports, Summonses, Written Warnings, Owner and Animal sensitive and confidential information into the Chameleon system;

·         Completes various duties associated with animal licensing programs for all divisions of the Animal Law Enforcement Department;

·         Serves as a contact person to the public regarding license procedures, fees, questions, etc.;

·         Processes animal bites to ensure public health and safety;

·         When assigned, operates HSPPR vehicles in a safe and prudent manner;



·         Commitment to the mission, values, goals and success of HSPPR

·         Other duties and tasks as assigned by the Department and/or Leadership

Supervisory Duties


Education/Experience Necessary

Minimum Experience, Training/Certification, and Performance Standards:


The successful applicant must be able to meet or exceed minimum education, experience, and abilities necessary to perform ALL the job functions, unassisted, and at a pace and level of performance consistent with actual job requirements. Once individual has completed training program, employee will perform assigned duties within established policy and procedures and shall maintain minimum performance and training standards which are subject to change in order to keep pace with industry and Department Standards.


Minimum Requirements

·         Sincere interest in the mission, vision, values, and goals of The Humane Society of the Pikes Peak Region and Animal Law Enforcement;

·         Must be a U.S. Citizen;

·         At least 18 years of age;

·         High school diploma or GED;

·         Valid Colorado Driver’s License and insurable driving record;

·         Have no convictions for felonies or crimes of moral turpitude;

·         Pass a drug test, basic physical fitness test, hearing and eye exam (specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and depth perception);

·         Pass various qualifying exams and background investigations;



·         Ability to perform under stress and perform abilities consistent with administrative support functions.

·         Speaks English clearly and converses effectively with persons of divergent ethnic, cultural and educational backgrounds. Projects voice clearly and forcefully when necessary while under stress;

·         Ability to prepare written reports, memos, citations, activity logs, etc. This includes the documentation of own observations and actions; statements of victims, witnesses, and suspects. Writes legibly using acceptable grammar, punctuation and spelling;

·         Establishes and maintains effective relationships with peers, supervisors and the public. Asserts self when necessary to confront or exert control over difficult situations;

·         Ability to apply reason and logic rapidly in a legally correct manner when under physical, emotional and intellectual stress. Comprehends and processes new information quickly and accurately. Retains relevant information;

·         Ability to identify a variety of domestic animals and effectively manage their behaviors;

·         Inspect vehicles. May, on occasion, operate company vehicles during routine and emergency operations under varying road, weather and lighting conditions. Performs minor maintenance when required;


Minimum Experience Preferred

·         Previous experience with Customer Service;

·         Previous experience with data entry;

·         Previous experience in answering phone calls for Customer Service or in a call center;


Minimum Training/Certification Requirements

Attend, and successfully complete portions of the ALE Training Academy as required by the ALE Training Sergeant, ALE Operations Manager and/or ALE Leadership;
Successfully complete the ALE Administrative Field Training Program;
Minimum Performance Standards

·         Learn the basic functions of the ALE Administrative Support Specialist position (Call taking, dispatch, licensing sales/lookup, data entry/quality control, and bite case data entry) through a combination of academic and field training programs;

·         Answer incoming calls and provide quality service to citizens as well as other agencies;

·         Utilize the shelter’s computer software to complete data entry, enter calls and dispatch calls to officers in a timely and proficient manner;


Compensation – starts at $16.70/hour DOE