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

Description

San Mateo County Public Safety Communications is accepting applications for the position of 911 Communications Dispatcher I/II (Extra Help / Limited Term). The Department 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.

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.

Examples Of 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.
• Aid 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.
• Variety of resources within the County in order to provide referrals to the public and public safety agencies.
• Skills/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.

Application/Examination

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

About the County

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.

Employer

• County of San Mateo
• Address: County of San Mateo Human Resources Department
  500 County Center, 4th Floor
  Redwood City, California, 94063-1663
• Phone: (650) 363-4343
• Website: https://jobs.smcgov.org