911 Communications Dispatcher I

Are you seeking a challenging, rewarding, and gratifying career that's more than just a job? Join San Mateo County Public Safety Communications and make a real difference in public safety.

An informational session about this role will be held on Wednesday, August 12, 2026, from 12:00 p.m. to 1:00 p.m. PST. The session will cover the department's mission, key responsibilities, benefits, ideal candidate profile, and the recruitment and selection process.

About the role

As a 911 Communications Dispatcher, no day is ever routine. Using state-of-the-art equipment and extensive training, you will provide emergency dispatch services for the people of San Mateo County. You can be the difference in someone’s life.

San Mateo County’s Regional Operations Center, located in Redwood City, is home to Public Safety Communications (PSC). The Center features state-of-the-art equipment, including a brand-new Computer-Aided Dispatch (CAD) system, floor-to-ceiling windows for natural light, an on-site gym, a Quiet Room, and a large, fully equipped employee kitchen.

PSC’s leadership philosophy centers around customer service, dispatcher well-being, and overall excellence. The department provides ongoing training, career development opportunities (e.g., Training Officers, Tactical Dispatch, Fire Incident Dispatch, QA/QC), and fosters a team environment with open communication.

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 operates as a stand-alone department with a civilian command structure. The department prioritizes innovation, employee well-being, and cutting-edge 911 technology.

PSC offers mental health initiatives, therapy animals, an onsite gym, a quiet room, and a full kitchen. It is the first department in the county to employ a full-time Wellbeing and Equity Coordinator and involve mental health professionals in departmental decisions.

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.

Requirements

Education and Experience: Any combination of education and experience that would likely provide the required 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.

Qualifications

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 to provide referrals to the public and public safety agencies.

Skills/Abilities:

• 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.
• Possess good moral character and psychological suitability as determined by a thorough background investigation, including fingerprinting and psychological evaluation.
• Be willing to work 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.

Benefits

The County of San Mateo offers a competitive salary and benefits package, including:

• A choice of medical plans
• Dental coverage
• Vision coverage
• Life insurance
• Flexible spending accounts
• A pension plan

Examination Process

Open & Promotional. Anyone may apply. Current County of San Mateo and County of San Mateo Superior Court of California employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, or extra-help/limited term position prior to the final filing date will receive five points added to their final passing score on this examination.

The examination process will consist of an application review and the administration of the online CritiCall examination (weight: 100%). Applicants whose application passes the review will be invited to take the CritiCall exam. Candidates who achieve a passing score will be placed on the Eligible or Hiring List based on the order of their exam score.

The CritiCall exam is an online Public Safety Dispatcher pre-employment skills test that simulates duties and situations a 911 Communications Dispatcher might encounter. It assesses skills such as decision-making, data entry, call summarization, multitasking, map reading, and more. No specialized knowledge or skills are required to take the exam.

Tentative Recruitment Schedule:

• Info session: Wednesday, August 12, 2026, 12:00 PM - 1:00 PM PST
• Close recruitment: Tuesday, August 25, 2026, 11:59 PM PST
• Application Screening: August 26 - 27, 2026
• CritiCall Exam: August 28 - September 11, 2026
• Interviews: October 2026