Public Safely Dispatcher

Public Safety Dispatcher- Regional Old Colony Communications Center

**Great employeebenefits: 75/25 health insurance & increased pay for experiencedcandidates**

Are you calmunder pressure, quick on your feet, and ready to play a critical role incoordinating emergency response? The Town of Duxbury is seeking individualswith a passion for public safety and a dedication to community to serve as PublicSafety Dispatchers to the communities of Duxbury, Halifax, Hanover,Hanson, Pembroke, Plympton, and Rochester.

Apply now tobe part of the Regional Old Colony Communications Center (ROCCC) -a team of dedicated dispatchers/telecommunicators, supervisors, andadministrative staff who proudly serve seven communities. ROCCC answers all9-1-1 calls for service and coordinates the dispatch of police, fire, andemergency medical responders when seconds count. Work environment focused oncollaboration, teamwork, and professional growth with paid training andcertifications.

This rolerequires the ability to manage emergency and non-emergency callsprofessionally, operate multiple radio systems, think clearly under pressure,and act independently using sound judgment. In this critical position, yourvoice, focus, and decision-making directly impact community safety.

If youthrive in a fast-paced environment, value teamwork, and take pride in servingthe public, we invite you to join our mission as a trusted link in our region'ssafety network.

PositionTitle: Public Safety Dispatcher - Full-Time


Department: RegionalOld Colony Communications Center

PositionGrade: 1

PayRate: $28.52-$35.56 per hour in four steps (July 1, 2026, pay range$29.09-$36.27)

Contract: Regional Old Colony Public SafetyDispatcher's Union

Schedule: Rotationof four on two off eight-hour shifts. Candidates must be able to work any shiftas assigned, including days, evenings, and overnights (8:00 a.m. - 4:00 p.m.,4:00 p.m. - 12:00 a.m., and 12:00 a.m. - 8:00 a.m.). This is not a fixed-shiftposition-coverage for all shifts, including nights, weekends, holidays, andspecial events, is required. with availability for nights and weekendsrequired.


ReportsTo : Dispatch Supervisors, Public Safety Dispatch Deputy Director, and PublicSafety Dispatch Director

Minimum Qualifications - High school diploma orequivalent; some college or relevant coursework in criminal justice, emergencymanagement, or communications preferred. Prior experience in a public safetycommunications center or other high-volume customer service setting is preferredbut not required. Ability to remaincalm, focused, and effective under pressure, particularly during high-stress oremergency situations. Strong verbal and written communication skills, includingthe ability to communicate clearly over the phone and radio. Ability tomultitask, prioritize calls for service, and manage competing demands in afast-paced environment. Willingness and availability to work all shifts,including nights, weekends, holidays, and occasional mandatory overtime. Stronginterpersonal skills with a demonstrated ability to work respectfully andeffectively with a diverse team and the public. Basic computer literacy andability to learn multiple technology platforms used in emergency communications(e.g., CAD, CJIS, E911). Must successfully complete a comprehensive backgroundcheck, including criminal history, reference checks, drug screening, andpsychological evaluation. Must obtain and maintain the following certificationswithin six months of employment:

1. APCO PST1 or equivalent
2. Massachusetts State 911 Department NextGen 911System Certification
3. Emergency Medical Dispatch (EMD)
4. CJIS certification
5. FEMA ICS-100: IS-100: Introduction to theIncident Command System
6. FEMA ICS-700: IS-700: NationalIncident Management System (NIMS), An Introduction.

Must complete the ROCCCin-house training program, including classroom, simulation, and on-the-jobtraining phases, and demonstrate ongoing proficiency.


Special Requirements:

This position requires theability to work rotating shifts, including overnights, weekends, holidays, andoccasional mandatory overtime. Dispatchers may be required to remain on dutyduring major emergencies or weather-related events and may be subject toholdover based on operational needs. A valid driver's license is preferred fortraining-related travel but is not required for the position. All candidatesmust successfully complete a comprehensive pre-employment screening process,which includes a criminal background check (CORI), drug screening (includingtesting for marijuana in accordance with town policy), psychologicalevaluation, medical/physical examination, and reference checks.


Benefits

1. 75%town/25% employee paid: health insurance; Blue Cross and Blue Shield PPO &HMO plans
2. Definedbenefit pension
3. 12Paid Holidays
4. VacationPay
5. PersonalTime Off Days
6. SickLeave
7. DentalInsurance
8. VisionInsurance
9. PetInsurance
10. LifeInsurance
11. Shortand Long-Term Disability Insurance
12. Medicaland dependent care flexible spending account
13. Paidtraining and certifications

Statement of Duties:

The Regional Public Safety Dispatcher at theRegional Old Colony Communications Center (ROCCC) is a vital part of theemergency response system, responsible for answering 9-1-1 and business linecalls, gathering critical information, and dispatching police, fire, and EMSresources for the ROCCC's Member Communities. Dispatchers are the first, firstresponders; serving as the central point of communication for our public safetypartners and several county, regional, and state response teams. ROCCCDispatchers must be able to quickly assess emergency situations, providelife-saving instructions (including Emergency Medical Dispatch), and coordinateappropriate resources under pressure. They are responsible for accurate andtimely documentation in the Computer Aided Dispatch (CAD) system, ensuringcomplete records of all communications and actions taken. Dispatchers must alsocoordinate with external agencies, maintain awareness of unit status andlocation, and follow all established protocols, procedures, and policies toensure effective service delivery and public safety.

Supervision Required:

Reports directly to the Public Safety Dispatch OperationsSupervisor, with overall oversight and guidance provided by the Director andDeputy Director. Dispatchers are expected to work independently withinestablished protocols, exercising sound judgment and maintainingprofessionalism in a high-tempo, multi-jurisdictional environment. Supervisorystaff are available to provide support, coaching, and direction as needed toensure consistent and effective service delivery.

Confidentiality:

The Regional Public Safety Dispatcher has regularaccess to sensitive and confidential information, including citizencommunications, criminal records, medical information, and details of activeinvestigations. Strict confidentiality must be maintained at all times inaccordance with ROCCC policies, as well as applicable state and federal laws.Dispatchers are expected to exercise discretion, professionalism, and soundjudgment in managing this information and in protecting the privacy and safetyof the individuals and agencies involved.


Supervisory Responsibility:

This position does not have supervisory responsibilityover other personnel.

Judgment:

This position requires sound judgment and the ability tomake quick, informed decisions in high-pressure situations with limitedinformation. The Regional Public Safety Dispatcher must assess andprioritize calls for service, accurately relay critical information, andcoordinate an appropriate response in accordance with ROCCC policies,procedures, and training. Dispatchers are expected to recognize when toescalate concerns to supervisory staff and ensure that their decisions supportresponder safety, public welfare, and operational integrity.

Complexity:

The work involves managing multiple, often simultaneous,emergency, and non-emergency calls across several jurisdictions, each requiringquick assessment, accurate documentation, and appropriate resource deployment.Dispatchers must interpret information from callers who may be panicked,injured, or unable to communicate clearly, while also monitoring andcoordinating the activities of field units. The role demands multitaskingacross various systems such as radio, telephone, CAD, CJIS, while adhering toestablished protocols and adapting to rapidly changing situations.

Work Environment:

Work is performed in a fast-paced, 24/7 RegionalEmergency Communications Center (RECCC). Dispatchers operate in a high-stressenvironment that includes frequent interruptions, urgent time demands, andexposure to emotionally charged situations. The ability to remain focused,composed, and effective under pressure is essential. Dispatchers must workrotating shifts-including evenings, overnights, weekends, and holidays-and maybe required to work mandatory overtime during staffing shortages, emergencies,or critical incidents.

Nature and Purpose of Contact:

Employees interact constantly with co-workers, thepublic, groups or individuals who have conflicting opinions or objectives,diverse points of view or differences where skillful communication and/orquestioning is required; one on one relationships with a person(s) who may beunder severe stress, where gaining a high degree of communication may berequired to obtain the desired effect. Excellent internal and external communication and customer serviceskills are required involving courtesy, tact, and diplomacy in resolvingdisputes, complaints or concerns while carrying out the required functions ofthe position

Accountability:

The Regional Public Safety Dispatcher isresponsible for accurately receiving, documenting, and dispatching emergencyand non-emergency calls in accordance with established protocols. Errors injudgment, delayed response, or failure to follow procedures can have seriousconsequences, including risks to public and responder safety, property damage,and loss of life. Dispatchers must perform their duties with precision,reliability, and adherence to standards to support the effective delivery ofpublic safety services and maintain the integrity and reputation of the ROCCC.

Occupational Risks:

While the position involves minimal physical risk and isperformed in a secure indoor setting, Regional Public Safety Dispatchers are regularly exposed to high-stress situations, traumatic events, andemotionally intense calls. The nature of emergency communications requiresdispatchers to remain calm, focused, and effective during critical incidents,extended periods of stress, and continuous multitasking. Emotional resilienceand mental stamina are essential to succeed in this role.

Essential Functions:

The essential functions or duties listed below areintended only as illustrations of the various types of work that may beperformed. The omission of specific statements of duties does not exclude themfrom the position if the work is similar, related, or a logical assignment tothe role.

1. Answer emergency(9-1-1) and non-emergency telephone calls from the public, public safetyagencies, and outside partners.

2. Obtain andverify critical information such as location, nature of the emergency, andcaller details to determine the appropriate response.

3. Dispatch police,fire, EMS, and mutual aid units for six member communities using acomputer-aided dispatch (CAD) system.

4. ProvideEmergency Medical Dispatch (EMD) pre-arrival instructions, including CPR,choking, childbirth, and bleeding control until responders arrive.

5. Monitor multipleradio frequencies and maintain constant communication with field units toensure responder safety and situational awareness.

6. Maintaindetailed, accurate, and timely records of all calls, unit statuses, anddispatch activities using CAD and other systems.

7. Notify externalagencies (e.g., medical examiner, tow companies, animal control) in accordancewith departmental protocols.

8. Conduct queriesand entries through the Criminal Justice Information System (CJIS) and ensurecompliance with all applicable laws and guidelines.

9. Operate andmonitor various public safety systems including radios, telephones, alarmpanels, surveillance systems, and weather alerts.

10. Prioritize calls based on severity, available resources,and departmental guidelines.

11. Maintain familiarity with the geography, landmarks, andjurisdictional boundaries of all member communities and surrounding areas.

12. Maintain a calm, courteous, and professional demeanorduring high-stress and emotionally charged situations.

13. Relay critical information and updates to fieldpersonnel, always ensuring officer and responder safety.

14. Identify and report equipment malfunctions or systemfailures to the appropriate personnel for timely resolution.

15. Participate in required training, certifications, andcontinuing education as mandated by the State 911 Department and the ROCCC.

16. Maintain confidentiality and handle sensitive informationin accordance with state and federal laws, CJIS regulations, and agency policy.

17. Follow all ROCCC policies, procedures, directives, andtraining bulletins.

18. Perform additional duties as assigned in support of theROCCC's mission to ensure the right people are in the right place at the righttime.

Minimum Qualifications:

1. High schooldiploma or equivalent; some college or relevant coursework in criminal justice,emergency management, or communications preferred.

2. Prior experiencein a public safety communications center or other high-volume customer servicesetting is preferred but not required.

3. Ability toremain calm, focused, and effective under pressure, particularly duringhigh-stress or emergency situations.

4. Strong verbaland written communication skills, including the ability to communicate clearlyover the phone and radio.

5. Ability tomultitask, prioritize calls for service, and manage competing demands in afast-paced environment.

6. Willingness andavailability to work all shifts, including nights, weekends, holidays, andoccasional mandatory overtime.

7. Stronginterpersonal skills with a demonstrated ability to work respectfully andeffectively with a diverse team and public.

8. Basic computerliteracy and ability to learn multiple technology platforms used in emergencycommunications (e.g., CAD, CJIS, E911).

9. Mustsuccessfully complete a comprehensive background check, including criminalhistory, reference checks, drug screening, and psychological evaluation.

10. Must obtain and maintain the following certificationswithin six months of employment:

11. APCO PST1 or equivalent

12. Massachusetts State 911 Department NextGen 911 SystemCertification

13. Emergency Medical Dispatch (EMD)

14. CJIS certification

15. FEMA ICS-100: IS-100: Introduction to the IncidentCommand System

16. FEMA ICS-700: IS-700: National Incident Management System(NIMS), An Introduction

17. Must complete the ROCCC in-house training program,including classroom, simulation, and on-the-job training phases, anddemonstrate ongoing proficiency.

Special Requirements:

This position requires the ability to work rotatingshifts, including overnights, weekends, holidays, and occasional mandatoryovertime. Dispatchers may be required to remain on duty during majoremergencies or weather-related events and may be subject to holdover based onoperational needs. A valid driver's license is preferred for training-relatedtravel but is not required for the position. All candidates must successfullycomplete a comprehensive pre-employment screening process, which includes a criminalbackground check (CORI), drug screening (including testing for marijuana inaccordance with town policy), psychological evaluation, medical/physicalexamination, and reference checks.

Work Schedule:

Regional Public Safety Dispatchers work an eight-hourshift, following a rotating 4-days-on, 2-days-off schedule. Coverage isrequired for all nights, weekends, holidays, and special events; time off isgranted based on staffing needs and operational requirements.

Knowledge, Abilities and Skill

1. Workingknowledge of or ability to learn public safety communications and emergencyresponse operations.

2. Ability tofollow emergency call-taking and dispatch protocols, including CAD, radiosystems, and 9-1-1 technologies.

3. Strong verbaland written communication skills with the ability to speak clearly andprofessionally under pressure.

4. Ability tomultitask in a fast-paced environment while prioritizing calls and making sounddecisions based on protocol.

5. Proficiency withcomputers, keyboarding, and the ability to operate multiple software andtechnology platforms simultaneously.

6. High attentionto detail and ability to accurately log and document call and dispatchactivity.

7. Ability toremain calm, composed, and focused during high-stress or emotionally chargedsituations.

Knowledge, Abilities and Skill Cont.:

1. Stronginterpersonal skills with the ability to work respectfully, cooperatively, andeffectively with others.

2. Demonstratedability to maintain a positive and professional attitude, contribute to a teamenvironment, and avoid negative or disruptive workplace behavior.

3. Commitment tofostering an inclusive, respectful, and service-oriented culture that reflectsthe mission and values of the ROCCC.

4. High level ofdiscretion and ability to maintain confidentiality when handling sensitive orprotected information.

Physical Skills:

Work requires moderate, intermittent physical effort. Therole is primarily performed while seated at a dispatch console, with occasionalstanding, walking, talking, hearing, and manual dexterity required. Theemployee may occasionally need to lift and carry equipment or supplies weighingup to 30 pounds. The position may also involve moving throughout thecommunications center and occasional regional travel for trainings, meetings,or operational support.

Motor Skills:

The role involves frequent use of computers, dispatchconsoles, radio and telecommunications equipment, and other standard officetools. The incumbent must be capable of operating this equipment accurately andefficiently in a high-tempo, multi-tasking environment, particularly duringemergency situations.


Visual Skills:

The position requires strong visual acuity to monitormultiple computer screens and read digital and printed materials for bothgeneral understanding and detailed analysis. The incumbent must sustain focusedattention across various communication channels and visual inputssimultaneously, especially during high-pressure or critical incidents.

Town of Duxbury is an EEO Employer - M/F/Disability/Protected Veteran Status