Public Safety Dispatcher (Lateral)

Public Safety Dispatcher

The Public Safety Dispatchers uses a computer-aided dispatch system to receive calls and dispatch police, fire or other City services by answering emergency and non-emergency calls and providing assistance. The Hayward Police Department Communications Center is responsible for dispatching both Police and Fire Services throughout the City of Hayward. The Communications Center is frequently the first point of contact when a community member requests assistance. The information gathered by the communications operator during this contact is critical to a positive outcome.

This is a journey technical level position in which incumbents are expected to independently perform the full range of duties assigned. This class is distinguished from the Communications Supervisor in that the latter provides technical and functional supervision over assigned communication personnel.

Duties may include but are not limited to the following: Receive emergency calls from the public requesting police, fire, or other related services; determine nature and location of emergency; determine priority and dispatch emergency units as necessary and in accordance with established procedures; coordinate emergency calls and relay information and assistance requests involving other law enforcement agencies. Use a computer aided dispatch (CAD) system to enter calls for service/radio traffic and monitor real-time status of situations; use an automated records management system (RMS) related to public safety activities to enter and retrieve information. Maintain contact with all units on assignment; maintain status and location of field units and monitor radio frequencies of outside public safety agencies. Receive incoming telephone and voice radio calls for non-emergency assistance; dispatch animal control, utilities and street maintenance staff as needed. Enter, retrieve, and update information from teletype networks, including the California Law Enforcement Telecommunications System (CLETS) relating to wanted persons, stolen property, vehicle registration, stolen vehicles and other information. Maintain familiarity with major roads, streets, areas, and industrial and public facilities within City boundaries. May complete recovered stolen vehicle reports in accordance with established procedures. Relay emergency and non-emergency information to public safety personnel and other agencies in the field. Monitor multiple frequencies. Determine and report the need for equipment repairs. Receive structured classroom and on-the-job training. Assist in relaying information during response to natural disasters. Perform the duties of a Public Safety Call Taker, as assigned. Perform related work as necessary.

Knowledge of emergency telephone answering techniques, policies, and procedures. General policies and procedures used in the operation of the City's dispatch center. Primary roads, streets, highways, areas, major buildings, and public facilities within the City's boundaries. Standard radio broadcasting procedures and rules associated with operation of an emergency services communication network; learn to monitor multiple frequencies. Radio and other codes used in the creation of computer aided calls for dispatch. Correct telephone answering techniques, policies, and procedures. Use of various police report forms. Correct English usage, including comprehension and grammar. Modern office equipment and methods including use of computer applications in word processing. Principles and practices of customer service.

Ability to read, write, spell, and speak in concise English. Follow oral and written instructions. Deal tactfully with the public and others. Work in a confined area and wear a headset. Remain calm during emergencies and obtain relevant information from callers who are in stressful situations. Answer and prioritize calls for emergency and non-emergency police, fire, and other City services and to dispatch appropriate units in response in a courteous manner. Accurately enter information in the computer system while receiving information by telephone. Operate a computer aided dispatch system, video display terminal, teletype and other computer programs and equipment related to public safety communications and records. Interpret maps. Effectively perform emergency telephone answering and processing duties. Read and comprehend information and instructions. Perform several job tasks effectively under pressure for sustained periods of time. Memorize and retain information from a variety of sources. Interpret information from distraught, incoherent or angry callers and relay critical facts to appropriate emergency or nonemergency personnel. Speak clearly and concisely via radio, telephone and in person. Type accurately at a speed of 35 words per minute. Work various shifts, including day, swing and graveyard as well as weekends and holidays. Establish and maintain effective working relationships with those contacted in the course of work.

Lateral requirements: Two (2) years of experience as a public safety dispatcher for a Public Safety Answering Point, including heavy public contact while performing multiple tasks and using a computer-aided dispatch system. Equivalent to the completion of the twelfth (12th) grade. Completion of the California Commission on Peace Officer Standards and Training (POST) Basic Public Safety Dispatcher course is highly desirable.