911 Communications Dispatcher I (Open and Promotional)

County of San Mateo•San Mateo, CA

8d•Onsite

About The Position

The County of San Mateo Public Safety Communications is seeking applicants for the position of 911 Communications Dispatcher I. This role offers a challenging, rewarding, and gratifying career where individuals can make a real difference in public safety. The position involves providing emergency dispatch services for the people of San Mateo County using state-of-the-art equipment and extensive training. The Regional Operations Center in Redwood City is equipped with modern communication systems, including a new Computer-Aided Dispatch (CAD) system. The department emphasizes dispatcher well-being, ongoing training, and a team environment with open communication. Career development opportunities include roles as Training Officers, Training Instructors, Tactical Dispatch, Fire Incident Dispatch, QA/QC, and project leadership. San Mateo County Public Safety Communications is the largest dispatch center in the county and the only Tri-Community (Police, Fire, Medical) Center, operating with a civilian command structure and prioritizing innovation and cutting-edge 911 technology. Employee well-being is supported through mental health initiatives, therapy animals, an onsite gym, a quiet room, and a full kitchen. The County of San Mateo offers competitive salaries and benefits, including medical, dental, vision, life insurance, flexible spending accounts, and a pension plan.

Requirements

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 performing multiple tasks simultaneously.
Knowledge of English language, spelling, grammar, and punctuation.
Knowledge of customer service and interpersonal communications principles.
Knowledge of computer operation and use in office and Communications Center environments.
Knowledge of basic principles in communicating by means of face-to-face contact, telephone, and/or data terminals.
Knowledge of various resources within the County to provide referrals to the public and public safety agencies.
Ability to speak, read, and write English clearly.
Ability to communicate clearly and concisely, in English, both orally and in writing.
Ability to comprehend, interpret, relay, and document information via telephone, computer software/ data terminals, or other related technology.
Ability to screen and interpret general data and filter relevant information.
Ability to learn and operate Computer-Aided Dispatch (CAD) Systems and other related technology.
Ability to read and interpret various mapping devices and relay pertinent information.
Ability to work under pressure, exercising good judgment and common sense while making sound decisions in emergency situations.
Ability to perform multiple tasks simultaneously.
Ability to listen, understand, and relay information via telephone and in person.
Ability to remain calm and controlled under stressful periods while projecting a professional demeanor.
Ability to establish and maintain positive and courteous working relationships with customers, the community, and co-workers.
Ability to work with the Communications Center team while maintaining assigned job responsibilities and duties.
Ability to anticipate and adapt to fluctuating workloads in the Communications Center.
Ability to communicate and receive constructive feedback and opinions to effect change.
Ability to access and refer to information using available resources.
Ability to read, interpret, understand, and follow written and oral instructions and/or information.
Ability to remain seated for long periods of time.
Ability to read and interpret text/data on electronic screens, computer printouts, and a variety of maps.
Ability to remain focused and be able to hear in a noisy environment while communicating via telephone or face-to-face.
Successfully complete a pre-employment medical examination and be subject to polygraph testing.
Follow strict drug use standards and guidelines.
Possess good moral character and psychological suitability as determined by a thorough background investigation, including fingerprinting and psychological evaluation.
Be willing to work the day, swing, graveyard, rotating, holiday, overtime, and weekend shifts.
Be willing to work 12 to 16 hours per day.
Be willing to accept overtime assignments, including last-minute spontaneous mandatory assignments.

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.