Job Description

Posting number: POSTING ONLY

Department: Public Safety Communications

Job classification: Communications Dispatcher II

Posting type: Open

Categories: Clerical & Data Entry, Community Services, Public Relations, Public Safety, Fire & EMS, Customer Service, 911 Telecommunications, Emergency Management, Communications

Summary

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San Mateo County Public Safety Communications is accepting applications for the position of

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

The Department

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, PSC is a stand-alone department with a civilian command structure, including a Director, Deputy Director, and several managers.

PSC emphasizes customer service, employee well-being, and excellence. We provide tools and ongoing training for professional and personal success, fostering a team environment with open communication. Located in Silicon Valley, we prioritize 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. We're 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: https://www.smcgov.org/911dispatch

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 8 – 20 hours per week on a consistent weekly or bi-weekly shift.

The Ideal Candidate will have:

• 2+ years of Public Safety Dispatching Experience with Law, Fire, and/or EMS.
• Possess CA POST Basic Dispatcher Certificate
• Knowledge of Computer Aided Dispatch (CAD) operation; previous experience with Versaterm is highly desired.
• Knowledge of basic computer use 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 other 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 candidate’s availability.

PLEASE NOTE: The successful incumbent MUST be willing to work night shift hours, and/or weekend shifts.

PLEASE NOTE: This is an Extra Help position, not Relief or Per Diem. Previous Dispatch experience is highly desired.

Examples of duties

Employees in this classification are trained in, and perform the following duties:

• 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.

Qualifications

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 of:

• 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 of the position:

• 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.

Supplemental information

This is an extra-help, limited-term assignment. Anyone may apply.

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 at ehermosillo@smcgov.org

IMPORTANT: You must submit the following to be considered for this opportunity:

1. Resume
2. Cover Letter - Stating position interest and qualifying experience.
3. Responses to these Supplemental Questions:
4. Please describe in detail your experience working in a Public Safety Communications Center.
5. 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?

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.

TENTATIVE RECRUITMENT SCHEDULE

Final Filing Date: Continuous

About the County

San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically, and linguistically diverse communities.

The County of San Mateo, as an employer, is committed to advancing equity to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.

The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity, and inclusion at all levels.

The County of San Mateo, as an employer, is committed to advancing equity to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.

Analyst: Sedrick Dixon (01222026) (911 Communications Dispatcher I/II - V050/V048)