Job Details

Job Title

911 Communications Dispatcher I/II (Extra Help / Limited Term)

Department Overview

San Mateo County Public Safety Communications (PSC) is the largest dispatch center in the county and the only Tri?Community (Police, Fire, Medical) Center located in Redwood City, San Mateo County. PSC emphasizes customer service, employee well?being, and excellence. PSC provides tools and ongoing training for professional and personal success, fostering a team environment with open communication and prioritizing innovation and cutting?edge 911 technology.

PSC is committed to employee well?being, offering mental health initiatives, therapy animals, an on?site gym, a quiet room, and a full kitchen. PSC is the first department in the county to employ a full?time Wellbeing and Equity Coordinator and involve mental health professionals in departmental decisions.

Learn more here:

Assignment Details

PSC is looking for experienced Public Safety Dispatchers to join our team for a 6?month assignment, which may be extended. The Extra Help Dispatcher will work 820 hours per week on a consistent weekly or bi?weekly shift.

Ideal Candidate

• 2+ years of Public Safety Dispatching experience with Law, Fire, and/or EMS.
• CA POST Basic Dispatcher Certificate.
• Knowledge of Computer?Aided Dispatch (CAD) operation; previous experience with Versaterm is highly desired.
• Basic computer skills in a business office and communications center environment.
• Ability to operate various types of communications equipment including public safety telephones, two?way radio systems, data terminals, and related technologies.
• Ability to utilize available resources.
• International Academies of Emergency Dispatch (EMD) certification is highly desired.

Schedule

Once selected, the Department will coordinate with the successful candidate to set a consistent weekly or bi?weekly schedule based on the candidates availability.

Please note: The successful incumbent MUST be willing to work night shift hours, and/or weekend shifts. This is an Extra Help position, not Relief or Per Diem. Previous Dispatch experience is highly desired.

Responsibilities

• Receive business or emergency calls for law enforcement, fire, medical, and other public service agencies.
• Screen information to determine the nature of the call, perform call classification, determine priority and jurisdiction, and document activity.
• Screen and prioritize telephone workload.
• Remain cognizant of workloads and specific systems status.
• Provide support and assistance in a team concept during day?to?day operations and critical or large?scale incidents.
• Assist in the coordination of mutual aid incidents.
• Develop and foster a positive working rapport with direct and indirect customers, the public, and co?workers.
• Testify in court regarding legal proceedings related to dispatch call(s) received.
• Prepare and submit various reports such as incident reports.
• Develop and maintain working knowledge of highways, streets, buildings, and major points of interest in the County and adjacent areas.
• Remain current on procedures for manual dispatch operations and Communications Center evacuation.
• Provide off?hours services as required.
• Perform related duties as assigned.

Education and Experience

Any combination of education and experience that would likely provide the knowledge, skills, and abilities is qualifying.

A typical way to qualify is a minimum of one year of experience receiving and processing calls while involved in performing multiple tasks simultaneously.

Knowledge, Skills and Abilities

• English language, spelling, grammar, and punctuation.
• Customer service and interpersonal communications principles.
• Computer operation and use in office and Communications Center environments.
• Basic principles in communicating by means of face?to?face contact, telephone, and/or data terminals.
• Various resources within the County in order to provide referrals to the public and public safety agencies.

Skill / Ability to

• Speak, read, and write English clearly.
• Communicate clearly and concisely, in English, both orally and in writing.
• Comprehend, interpret, relay, and document information via telephone, computer software/ data terminals, or other related technology.
• Screen and interpret general data and filter relevant information.
• Learn and operate Computer?Aided Dispatch (CAD) systems and other related technology.
• Read and interpret various mapping devices and relay pertinent information.
• Work under pressure, exercising good judgment and common sense while making sound decisions in emergency situations.
• Perform multiple tasks simultaneously.
• Listen, understand, and relay information via telephone and in person.
• Remain calm and controlled under stressful periods while projecting a professional demeanor.
• Establish and maintain positive and courteous working relationships with customers, the community, and co?workers.
• Work with the Communications Center team while maintaining assigned job responsibilities and duties.
• Anticipate and adapt to fluctuating workloads in the Communications Center.
• Communicate and receive constructive feedback and opinions to effect change.
• Access and refer to information using available resources.
  
• Read, interpret, understand, and follow written and oral instructions and/or information.
• Remain seated for long periods of time.
• Read and interpret text/data on electronic screens, computer printouts, and a variety of maps.
• Remain focused and be able to hear in a noisy environment while communicating via telephone or face?to?face.

Other Requirements

• Successfully complete a pre?employment medical examination and be subject to polygraph testing.
• Follow strict drug use standards and guidelines.
• Be willing to work night shift hours, and/or weekend shifts.

Application Process

Applications will be reviewed by managers. Candidates who are successful in the application phase may be invited to participate in interviews.

Please send an email with your resume, cover letter, and responses to the Supplemental Questions to the analyst below.

Evangelina Hermosillo, Associate Management Analyst, smcgov.org

Important Documents

1. Resume
2. Cover Letter - Stating position interest and qualifying experience.
3. Responses to Supplemental Questions

Supplemental Questions

1. Please describe in detail your experience working in a Public Safety Communications Center.
2. The 911 Communications Dispatcher I position requires working 12 to sometimes 16 hours per shift. This includes nights, holidays, and weekends. A) You understand and are willing to meet this requirement, or B) You are not willing or able to meet this requirement?

Recruitment Status

This is a continuous recruitment which may close at any time. Apply immediately. This recruitment is open on a continuous basis, and selections may be made at any time within the process.

Equal Opportunity Statement

San Mateo County is an equal opportunity employer committed to fostering diversity, equity, and inclusion at all levels. The County seeks to hire, support, and retain employees who reflect our diverse community. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.