Public Safety Dispatcher (FT)

Town of Concord, MA • Concord, MA

23d • $30 - $33

About The Position

If you’re looking for meaningful work that makes an impact on others’ lives, the Public Safety Dispatcher position offers the opportunity to serve the community by aiding those in need of public safety services. The Town of Concord is seeking a new Public Safety Dispatcher to support a combined Police, Fire, and EMS Emergency Communications Center entering an exciting period of growth and refinement. This is an opportunity to join a center that is investing intentionally in its people, systems, and long-term sustainability.
Our dispatchers play a critical role in coordinating emergency response, supporting field units, and serving the community during high-stakes moments. After completion of orientation and training, Public Safety Dispatchers are also eligible for traffic detail assignments as they are available.
Ideal candidates will have prior experience in emergency communications, strong problem-solving skills, and a commitment to public service. Successful candidates contribute positively to a growth-oriented culture, report to work with professionalism and enthusiasm, and demonstrate the ability to learn quickly and adapt in a dynamic environment.
Applications will be accepted on a rolling basis until the position is filled. The most highly qualified candidates will be invited to interview and complete any required assessments. All applicants will be notified of their standing in the process as soon as a decision has been made regarding their individual application.
The current salary range is $30.04-$32.80/hour base pay. Significant shift differential is paid for evening and overnight shifts. Personnel also qualify for additional stipends based on certifications and specialty assignment pay. Starting pay is dependent upon experience and qualifications. Compensation package includes pension benefit, health insurance options, dental/vision, education reimbursements and stipends, wellness reimbursements, among other benefits.
New collective bargaining agreement has been negotiated and posting is pending final signatures.
Appointment of the final candidate will be contingent upon the results of pre-placement conditions including criminal and credit record checks, a physical exam, a drug screening, and a thorough background investigation. Costs for these pre-placement requirements will be borne by the Town.
The Town of Concord, MA is an EEO Employer. The Town of Concord seeks employees who embody our values of integrity and respect, value service and collaboration, and support innovation and accountability. We are dedicated to fostering a workforce that embraces diverse identities and perspectives, strives for excellence, and upholds responsibility in all we do. A racially, ethnically, and culturally diverse team strengthens our organization, enriches our community, and advances equity and opportunity for all.

Requirements

• Ability to acquire thorough knowledge of relevant policies, procedures, laws, ordinances, and regulations by the end of the training or probationary period, with the ability to apply them effectively. Adhere to strict policies and procedures, maintaining confidentiality and trustworthiness when handling sensitive information.
• Strong critical thinking, problem-solving, and decision-making skills under pressure.
• Clear and concise communication, active listening, and professionalism, with the ability to handle high-stress and diverse interactions tactfully. Ability to establish and maintain good working relationships with coworkers.
• Proficient in multitasking, organizing, and prioritizing tasks in fast-paced environments.
• Skilled in data analysis, recordkeeping, and operating specialized computer systems and mapping tools.
• Resilient, resourceful, and adaptable in coordinating high-risk operations while maintaining situational awareness.
• High school diploma or GED required; college education preferred.
• Proficiency with Windows-based software and typing speed of 30 wpm required.
• Ability to work rotating shifts, including nights, weekends, holidays, and emergency callbacks in a 24/7 essential role.
• Must be able to obtain and maintain Massachusetts State 911 Telecommunicator Certification, including APCO Public Safety Telecommunicator 1, Emergency Medical Dispatch, Next Generation 911, and CPR certifications, as well as complete Criminal Justice Information Services (CJIS) and National Crime Information Center (NCIC) training within six months.

Nice To Haves

• Knowledge of Concord streets and landmarks, with the ability to use mapping and geographical tools preferred.
• Experience in public safety, dispatch, or emergency services preferred.
• Preferred certifications: Emergency Medical Dispatch (EMD), CPR/AED, LEAS/CJIS; Completion of Massachusetts State 911 Public Safety Communications Academy strongly preferred.

Responsibilities

• Respond professionally to emergency and non-emergency requests using telephone, text, TTY/TTD, and other communication methods, applying protocols, training, and judgment to screen, prioritize, and dispatch calls accurately.
• Provide clear, compassionate communication and pre-arrival/post-dispatch instructions, including lifesaving guidance, scene safety instructions, prearrival emergency medical care, and mental health support.
• Coordinate emergency responses by relaying critical updates to public safety personnel, maintaining incident command until responders arrive, providing operational and logistical support to responders, and ensuring personnel safety through regular status checks.
• Operate and maintain multiple communication systems and advanced technologies, including CAD, GIS, radio dispatch consoles, location tracking tools, IoT technologies, and criminal justice databases, ensuring accurate documentation and effective resource coordination.
• Monitor and analyze incident data, alarms, and mapping information to initiate appropriate responses and transfer calls or confer with other agencies as needed.
• Activate community warning systems for severe weather or public safety events, notifying key personnel and other public safety agencies of critical incidents when required.
• Adhere to relevant laws, policies, and privacy regulations while demonstrating resilience in managing stressful and potentially traumatic situations.
• Complete training, certifications, and ongoing professional development to ensure competency in emergency communication practices.
• Maintain a professional workspace, report equipment issues promptly, fulfill all functions of a public safety dispatcher identified by Massachusetts’ laws and regulations, and perform other duties as assigned.

Benefits

• Compensation package includes pension benefit, health insurance options, dental/vision, education reimbursements and stipends, wellness reimbursements, among other benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED