Public Safety Dispatcher

Full Job Description

Receives community 9-1-1 emergency and non-emergency phone calls and analyzes, processes, and disseminates emergency and non-emergency information via telephone, radio, computer, and in-person; dispatches public safety personnel in response to service requests and prioritizes and assigns appropriate resources.

Works under the general supervision of the Public Safety Dispatch Supervisor and/or designee, who outlines detailed work assignments, frequently reviews work in progress, carefully reviews completed work, and performs quality assurance oversight.

Requirements

Receives and records emergency and routine business calls by actively listening, appropriately controlling conversations, and expeditiously gathering pertinent and relevant information.

Inquires, interprets, verifies, receives, and disseminates information from law enforcement computer networks relating to wanted persons, stolen property, vehicle registration or other required information.

Dispatches City public safety and/or contacts other resource agencies, in accordance with prescribed procedures.

Prioritizes and assigns appropriate resources for emergency and non-emergency service calls.

Monitors alarm systems and initiates appropriate action upon activations.

Provides the public with basic instructions to safeguard persons in hazardous conditions, including first aid and medical emergencies prior to arrival of trained emergency response personnel.

Investigates complaints from the public.

Maintains logs and records to police officers, fire units, the general public, and other public safety agencies as required.

Provides training to new Public Safety Dispatchers and other personnel in dispatch procedures, as assigned by leadership.

Performs other related duties, as assigned.

Qualifications

Knowledge of:

Principles, practices, and techniques of public relations
Office practices and procedures
Emergency dispatching procedures and techniques
Computer Aided Dispatch software and desktop computer operations
Public safety radio operations and procedures, local streets, classification of crimes and recognition of common public safety codes
Effective customer service techniques

Ability to:

Operate a Computer Aided Dispatch (CAD) computer system, video display terminals, multiple radio frequencies and associated equipment
Perform public safety dispatching methods using various communications equipment including Computer Aided Dispatching (CAD) equipment or similar equipment
Operate various telephone, radio communication and Computer Aided Dispatching (CAD) equipment simultaneously under stress
Learn to use law enforcement and telecommunications databases and other applications in an appropriate manner
Learn fire equipment and resource capabilities and develop strategy for various types of fire and rescue emergencies
Keep accurate records
Memorize numerous codes, streets, addresses, and computer functions
Provide high quality, efficient and professional customer service while working in normal conditions and in emergency situations
Establish and maintain effective and cooperative working relationships with co-workers, other City employees, employees of other agencies and the general public
Speak clearly in a well-modulated voice using proper diction
Maintain emotional stability and patience while working in a fast-paced and stressful environment
Handle multiple tasks and priorities simultaneously
Provide training to new public safety dispatchers and other personnel in dispatch procedures, as required
Remain calm, think quickly, logically and clearly while being able to react appropriately and quickly in crisis and routine situations
Work independently and exercise independent judgment, discretion, maturity and confidence
Work within an established chain of command organizational structure, accept constructive criticism and maintain confidentiality
Provide effective customer service

Skill in:

Speaking clearly, distinctly, calmly, and correctly with even modulation
Typing at a corrected speed of 35 words per minute
Multi-tasking by simultaneously talking on the telephone/public safety radio and typing into a computer
Using a personal computer and applicable software applications
Memorizing, retaining, and recalling information in a fast-paced environment

REQUIREMENTS

Minimum Qualifications:

Education: Graduation from high school or the equivalent.

Experience: One year of recent, paid work experience involving heavy public contact. Public contact must include assisting the public by telephone. Recent, paid work experience performing radio dispatching and call center duties is desirable.

Licenses and Certificates:

Must obtain and thereafter maintain a POST basic dispatcher certification within one year from date of hire. Must obtain an Emergency Medical Dispatch certificate and accredited certification in Cardiopulmonary Resuscitation within six months from date of hire.

Working Conditions:

Work is performed indoors in an office environment. Use of a headset to listen and respond to radio transmission is required. Requires the simultaneous use of several computer keyboards, mice, and monitors. Physical demands include sitting for long periods of time in front of a video display terminal.

Stressful conditions often occur when dispatching and responding to emergency and non-emergency calls. Must deal cooperatively with a wide variety of individuals. Holiday, weekend, overtime, and night work is required.

Additional Information

How to Apply:

Applicants must submit a completed on-line City Application along with any required supplemental application materials with the Human Resources Department by the filing deadline.

If you do not submit your on-line application by the filing deadline, you will not be considered for this position. Please note, applications may be rejected if incomplete.

Resumes, CVs and cover letters are not reviewed as part of the application screening process.

Typing Certificates:

If you would like for your typing certificate to be considered, candidates must provide proof of required typing skill of 35 wpm net (gross minus number of errors), you must attach the typing certificate to the application. The typing certificate must be five minutes in length and issued by an accredited school or agency, dated no later than one year prior to the final filing date listed on the job announcement. If you do not have a valid, recent typing certificate, a typing exam will be administered to you should you pass the application process.

NOTE: Only permanent employees are eligible for a transfer. Employees submitting transfer applications must notify the recruitment analyst via email upon submission of their application.

Selection Process:

All applicants must submit clear, concise and complete information regarding your work history and qualifications for the position.

All applications will be reviewed and only those applicants determined to be most qualified on the basis of experience, training and education, as submitted, will be invited to participate further in the selection process.

Testing may consist of a combination of any of the following and is subject to change as needs dictate:

Practical Examination - 100%

Oral interview

If three or more qualified City employees apply and pass the examination, a promotional list will be established in addition to an open-competitive list.

If fewer than three qualified City employees pass the examination, the appointing authority, in accordance with the City's civil service rules and regulations, can decline to use a promotional list, in which case a promotional list will not be established for this position.

Background Investigation:

Candidates who have successfully completed all prior phases of the selection process will be subject to a thorough background investigation.

The investigation is used to determine a candidate's moral character and suitability for employment in law enforcement.

The investigation shall include, but is not limited to, the following checks: criminal record, polygraph, driving history, credit history, military record, previous employer(s), and references.

Diversity & Inclusion Statement

The City of Santa Monica is a progressive, inclusive and culturally rich community.

As leaders in public service, we strive to be an employer of choice by attracting and retaining a highly talented workforce where people of diverse races, religions, cultures and lifestyles thrive.

Our goal is to create a welcoming and inclusive environment where our staff are empowered to perform at their highest level and where their differences make a positive impact.

The City is an equal opportunity employer and strives to build balanced teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law.

We aim to create a workplace that celebrates and embraces the diversity of our employees. Join us!

Special assistance with the application and examination process is available, upon request, for persons with disabilities. Call (310) 458-8246, TDD (310) 458-8696 (Hearing Impaired Only).

Please note the request for reasonable accommodations must be made to Human Resources at least three work days prior to the examination.