Salary : $80,412.80 – $89,876.80 Annually
Location : County of San Mateo, CA
Job Type: Regular
Job Number: V050AI
Department: Public Safety Communications
Opening Date: 08/16/2023
Description
Are you seeking a challenging, rewarding, and gratifying career that’s more than just a job? The County of San Mateo invites you to begin a career where you will make a real difference and add significant value to public safety.
The San Mateo County Public Safety Communications (PSC) is immediately looking to fill several 911 Dispatcher I positions.
In the life of a 911 Dispatcher, no day is ever routine – one call may be a minor traffic accident, while the next is a frantic voice screaming for help. Using state-of-the-art equipment and extensive training, you will provide emergency dispatch services for the citizens 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 PSC. The center boasts state of the art equipment and communication systems, including a brand-new Computer Aided Dispatch (CAD) system. The facility provides all the tools for dispatchers to be successful both personally and professionally. The floor-to-ceiling windows allow plenty of light and employees can enjoy the use of an onsite gym, Quiet Room, and large, fully equipped employee kitchen.
Public Safety Communications is in need of exceptional people to help PSC become the leading Communications Center in the state. Our leadership philosophy includes a commitment to customer service, dispatcher wellness, and overall excellence. PSC is committed in providing on-going training and strives for a team environment with open lines of communication. We stress career development and provide a variety of opportunities for employees including Training Officers, Training Instructors, Tactical Dispatch, Fire Incident Dispatch, QA/QC, and opportunities to lead various projects.
The County of San Mateo offers competitive salary and benefits. The benefits package includes a choice of medical plans, dental coverage, vision coverage, life insurance, flexible spending accounts, and a pension plan.
WHAT DO I NEED TO HAVE TO SUBMIT AN APPLICATION?
Successful Dispatchers shall demonstrate excellent verbal, reasoning, memory, and perceptual abilities. As such, at a minimum, Dispatchers require completion of the CritiCall selection exam and achieving a passing score within one year of date of application.
We are in the process of offering the CritiCall examination as a computer-based, remote exam. By the beginning of September, we will send you a link to take the exam by computer at your convenience. A CritiCall employee will proctor your examination remotely. If you achieve a passing score on the examination, you will be invited to interview for the position.
PSC is providing the computer-based examination in order to provide an excellent candidate experience. In the past, candidates have had to take the examination in-person. The closest testing site is the South Bay Regional Public Safety Training Consortium (The Academy), in San Jose.
We are excited about offering the examination “in-house” and look forward to providing the link to you.
To learn more about the CritiCall examination and its contents please click here: .
Specific information about a career as a Dispatcher can be found here:
NOTE: The Dispatch Academy certification does NOT satisfy the testing requirement.
For more information about the County of San Mateo Office of Public Safety Communications, visit our website at
Candidates who successfully pass the CritiCall examination and the panel interview and are being offered a position will be required to complete a pre-employment, POST mandated, background investigation that includes a medical examination and polygraph testing.
Examples Of Duties
Employees in this classification are trained in, and perform the following:
- Receive business or emergency calls for law enforcement, fire, medical, and other public service agencies.
- Screen information to determine nature of 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 in-direct customers, the public, and co-workers.
- Testify in court regarding legal proceeding 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 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 affect 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.
- 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, 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.
Application/Examination
This is an Open recruitment. Anyone may apply.
Applications for this position will only be accepted online.If you are currently on the County’s website, you may click the ‘Apply’ button. If you are not on the County’s website, please go to https://jobs.smcgov.orgto apply. Completing of the County of San Mateo Employment Application and responding to the Supplemental Questionnaire are required.
A resume will not be accepted as a substitute for the required application materials.
All exams will be given in San Mateo County, California, and applicants must participate at their own expense.
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 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.
HR Contact: Chet Overstreet (08162023) (911 Communications Dispatcher I – V050)
Please visit for a complete listing of all benefits for this classification.
Benefits are offered to eligible employees of the County of San Mateo. All benefits are subject to change.
As an additional benefit, the County offers extensive training and development programs designed to improve skills and enhance career opportunities. Most programs are offered on County time at no cost to you.
County employees are also covered by the federal Social Security system and earn benefits for retirement based on salary and time worked.
01
911 Communications Dispatcher I position requires working 12 to sometimes 16 hours per shift. This includes nights, holidays, and weekends. In addition, there may be occasions that require last minute mandatory overtime assignments.
- I understand and am willing to meet this requirement
- I am not willing or not able to meet this requirement
02
Please describe in detail your experience working in a fast paced environment with frequently changing priorities, with each task still holding significant importance.
03
The County has an Employee Referral Program whereby current employees are recognized monetarily for referring successful applicants for employment into “hard-to-fill” positions. Were you referred to this position by a current County of San Mateo employee? If yes, please provide the name of employee. (Must be provided at the time of application.)
Required Question