Police Services Dispatcher

The City of Santa Ana is looking for individuals who are results-oriented, possess great attitude, demonstrate creativity and innovation, work efficiently, show a record of success and have a passion for public service. Having highly talented employees provides the best service to the community.

The position is assigned to the Communications Unit, which is a 24-hour, seven-days-per-week operation.

Under general supervision on an assigned shift, receives emergency and other calls for service and dispatches appropriate personnel and equipment utilizing computer aided dispatch, telephone and/or radio communications equipment.

Salary listed does not include incentives, some of which are listed below:

Incentive Pay:

• Career Development Pay:
  • Associate's Degree: 5%
  • Bachelor's Degree: 7.5%
  • Master's Degree: 10%
• Longevity Pay: (total years of City service) will be assigned at the following benchmarks:
  • Completion of 15 years: 2.5%
  • Completion of 20 years: Additional 2.5%

Bilingual Pay: $300

For more information on incentive pay, please see Articles IV, V & VI of the Santa Ana Police Officers Association (POA) Memorandum of Understanding.

• Receives 911 emergency calls and major emergency disaster calls from the public for police or other emergency services
• Evaluates information to determine location of the emergency and the appropriate personnel and equipment needed
• Dispatches emergency units on the computer aided dispatch
• Maintains contact with all units on assignment to determine status and location
• Provides assistance and explains response procedures
• May coordinate with state, county and other local agencies to provide information and coordinate call responses
• Answers non-emergency calls for assistance, screens calls and routes calls to appropriate person or office
• Inputs data into calls for service for police response
• Coordinates with local, state and federal agencies for related information; performs entries into the California Law Enforcement Telecommunications System
• Tests communications equipment and reports malfunctions
• Performs other functions as assigned

One year of clerical or other work experience involving public contact. Graduation from high school or G.E.D. equivalent may be used in combination with experience to provide the knowledge and abilities listed below.

Lateral applicants

must have completed a probationary period as a Police Dispatcher and possess at least one year of experience as a full-time Police Dispatcher in the state of California within the last three years. Applicants must also possess a valid POST certified Public Safety Dispatcher Basic Course certificate. Additionally, applicants should have the knowledge and abilities listed below

Ability to learn: principles, practices, and procedures involved in public safety communications work; operation of radio/telephone receiving and transmitting equipment; some of the geography of the City and the location of streets and important buildings.

Ability to: type 35 words per minute; differentiate basic colors; speak clearly in a well modulated voice using good diction; work under stress and exercise good judgment in emergency situations; adjust quickly to changing situations; keep records and prepare reports; hear accurately; effectively read and interpret maps; and establish and maintain effective working relationships with other employees and the public.

CHARACTERISTICS OF SUCCESSFUL PERFORMERS:

Appropriate individuals prefer a fast paced, highly demanding work environment. They must be logical, level headed, and able to react appropriately and quickly in crisis and in routine situations. As the key link between the Police Department and citizens, dispatchers must be polite, patient and tactful with a focus on community oriented service in support of the Chief’s Community Oriented Policing Philosophy.

Selection Process Components

1. Proof of Typing Ability (Performance Exam): (Qualifying) candidates are required to submit a typing certificate demonstrating a minimum net typing speed ability of at least 35 words per minute. Acceptable typing certificates must be from a government, employment or training agency and must have been obtained within the last 6 months. The test used to issue the typing certificate must be at least 5 minutes in length. Certificates from online self-proctored examinations will not be accepted. Candidates must submit typing certificates at the time of filing the online application. Proof of the typing certificate will be required prior to being invited to the other selection process components.

2. ECOMM National Examination (Weighted 50%): includes multiple-choice video simulations and computer administered tests in which candidates must listen, multitask, analyze dynamic information, illustrate good judgment in controlling callers, determine the accurate response to callers, and perform accurate data entry. The examination is administered by the National Testing Network ( DO NOT TAKE THE ECOMM EXAM UNTIL YOU RECEIVE E-MAIL COMMUNICATION FROM STAFF STATING YOU MEET THE MINIMUM QUALIFICATIONS. (This component will be waived for qualifying lateral applicants)

3. Dispatcher & Background Orientation (Qualifying): hosted by Police Communications staff and covers important topics such as interview preparation, interacting with police personnel and the hiring process. Candidates will also meet with a background investigator and will be asked to prepare a personal statement and complete a background packet.

4. Sit-Along (Qualifying): allows applicants to shadow a Police Services Dispatcher to experience the day-to-day of the position.

5. Oral Interview Examination: (Weighted 50%) candidates will meet with Police Communications staff, who will evaluate each their training, experience, education, and personal qualifications for the position.

NOTE: Candidates must pass every component listed above in order to be placed on the eligible list.

Following the completion of the aforementioned civil service recruitment process, the Police Department will receive the names of candidates eligible for hiring consideration and will contact candidates directly to schedule departmental selection interviews with the Police Communications Manager or designee. Candidates who pass the departmental selection interview will be referred to the background unit for a thorough police background investigation. Contents of the background file and results of the background investigation may also be reviewed by the Police Chief prior to selection. The review of suitability for employment will include an examination by a licensed psychologist, a polygraph examination, and a medical examination.

The City of Santa Ana is an equal opportunity employer. If you consider yourself a person with a disability, you may contact us regarding providing reasonable accommodation.