Emergency Telecommunications Dispatcher

About the Department

The Emergency Communications Department serves as the communications and technological link between Fire, Police, Emergency Medical Services (EMS), and mental health support resources for those who live, work, and visit the city. The department provides communication and information technology services needed to preserve life, conserve property, and build long-term relationships with the public. We are proud to support public safety and community initiatives to enhance services to those who request them.

Responsibilities

• Coordinate the operations and activities in the Emergency Communications Center.
• Test, monitor, and operate police and fire signaling systems.
• Receive and process police, fire, and EMS-related emergency calls using various national, state, and local protocols.
• Dispatch police, fire, EMS, and other emergency units and personnel as needed.
• Monitor and operate radio, computer, telephone, and other specialized equipment in support of public safety communications and dispatch functions.
• Perform other dispatch, signal monitoring, and communications support duties as assigned.

Working under the supervision of the ECC Supervisor, duties include:

• Receiving telephone calls and obtaining information using structured protocols.
• Dispatching public safety personnel and resources.
• Understanding police and fire field operations and procedures.
• Processing alarms from police, fire, and central station signaling equipment.
• Providing information to responders, the public, and other agencies.
• Providing emergency medical dispatch services and instructions.
• Testing city fire and intrusion alarm signaling equipment.
• Servicing field unit requests for service.
• Reporting and recordkeeping.
• Troubleshooting 911 and other signaling equipment.
• Operating general facility devices and equipment.
• Taking reports over the phone.
• Continuing education training.
• Maintaining the facility and workspace.
• Undertaking special projects.

ETDs receive operational and technical training and work in a combined 911 and public safety dispatch environment handling police, fire, and medical emergencies, as well as non-emergency calls on 10-digit business lines. Based on training, console position setup, and supervisor discretion, ETDs may work at any position, including call answering, police dispatching, fire/EMS dispatching, and computer operations. ETDs are expected to participate in ongoing training and maintain certifications for CPR, Emergency Medical Dispatch (EMD), and CJIS. They may also be assigned special duties, such as support in the Emergency Operations Center or Tactical Command Posts, and assist with training other employees.

Requirements

• A high school diploma or GED is required.
• Applicants must undergo a multi-part Dispatcher Screening Process.
• Ability to touch-type at least 30 WPM (net of errors); a typing test will be administered during the hiring process.
• Must pass additional tests and a thorough background and criminal history review.
• Interest in and suitability for work in a combined police, fire, and EMS dispatch center.
• Maturity of judgment and the ability to:
  • Learn and understand basic field operations and procedures of police and fire departments.
  • Manage police-fire dispatch operations and support units and field commanders requesting resources.
  • Use various technical systems, including computerized dispatch, signaling, alarm monitoring, telephone console, and general personal computer equipment.
  • Possess a courteous but authoritative telephone voice and manner.
  • Understand and skillfully manage emergency and business callers.
  • Be clearly understood over radio and telephone circuits.
  • Accurately record details of telephone and radio conversations.
  • Remain calm under pressure, including during emergencies, peak workloads, and multiple simultaneous responsibilities.
• Ability to obtain and maintain required certifications, including Emergency Medical Dispatch (EMD), Basic Public Safety Telecommunicator Course, State 911 Certification, and CPR within one year of hire.
• Demonstrate knowledge and ability to work effectively with individuals and groups from diverse identities, cultures, backgrounds, and ideologies.

Preferred Qualifications

• Detailed knowledge of the City of Cambridge, including streets and locations.
• Experience in public safety and/or public safety dispatching, such as:
  • One year as a public safety, police, fire, or EMS dispatcher.
  • Experience as a police officer, firefighter, EMT, or paramedic.
  • One year as a police/fire alarm or telecommunications system installer.
  • Experience as a call center operator or dispatcher in a non-public safety or private agency.
• Certification from the Massachusetts State 911 Department’s Public Safety Communications 5-Week Academy or CJIS certification from the Massachusetts Criminal History Systems Board.
• A bachelor’s or associate degree in Criminal Justice or a related field.
• Ability to speak Spanish, Portuguese, or Haitian-Creole in addition to English.

Physical Demands

• Extensive keyboarding on multiple keyboards.
• Attentive listening to telephone calls and radio transmissions, often at low volume or poor audio quality using a department-supplied headset or handset.
• Ability to exert moderate physical effort, including stooping, kneeling, lifting, carrying, pushing, and pulling objects and materials weighing twelve to twenty pounds.
• Ability to work any shift, including nights, weekends, holidays, overtime (both forced and scheduled), and up to 16-hour shifts.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work Environment

General call center-type environment with air conditioning and fluorescent lighting. Noise level can be high due to phone calls, radio transmissions, and equipment sounds.

Benefits

• Competitive health, dental, and vision benefits.
• Vacation and sick leave eligibility.
• Sick incentive pay eligibility.
• 3 personal days.
• 14 paid holidays.
• City employee commuter benefits (T-Pass reimbursement, Bluebikes membership, EZRide Shuttle membership).
• Additional compensation for stipends and incentives, including:
  • Teleserve Training Incentive: $1,750 annual allowance for satisfactory completion of medical preparedness and Teleserve Training.
  • Computer Skills Proficiency Stipend: Hourly stipend ranging from $0.35 to $2.45 upon passing proficiency tests in Microsoft Word, Outlook, Excel, Access, PowerPoint, Cambridge Request System, Peoplesoft, and writing skills.
  • Typing ECD Stipend: $300 yearly for typing speeds of 30-39 WPM and $500 yearly for speeds of 40+ WPM.
  • Bilingual Incentive Pay: $350 annual stipend for eligible employees.

Note: This is a high-level overview and not a binding contract. For more information, refer to the current Teamster Collective Bargaining Agreement.