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 difference and add significant value to public safety.

The County of San Mateo 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 be counted on to provide emergency dispatch services 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. It 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.

PSC is in need of exceptional people to guide PSC to be the leading Communications Center in the state. Our leadership philosophy is committed to customer service, dispatcher wellness, and overall excellence. PSC is committed in providing on-going training and strive 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 pension plan. Click here to learn more!

Successful Dispatchers shall demonstrate excellent verbal, reasoning, memory, and perceptual abilities. As such, at a minimum, Dispatchers require completion of the CritiCall selection exam with a minimum T-score of 51 within one year of date of application. All applicants are responsible for obtaining and submitting their own test scores at the time of application.

For candidates seeking a local resource for testing, please contact The South Bay Regional Public Safety Training Consortium (The Academy) at www.theacademy.ca.gov.

Specific information about a career as a Dispatcher can be found here: Career Overview - Dispatch - The Academy.

To learn more about the CritiCall examination and its contents please click here: CritiCall Exam (Download PDF reader).

To schedule a CritiCall Examination, please click here: Schedule Exam. Test dates are limited so please contact The Academy as soon as possible.

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 https://911dispatch.smcgov.org/.

Successful candidates 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:

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  Receive business or emergency calls for law enforcement, fire, medical and other public service agencies.
• Screen information to determine nature of call, performs call classification, determines priority, jurisdiction and documents activity.
• Screen and prioritize telephone workload.
• Cognizant of workloads and specific systems status.
• Provide support and assistance in a team concept during day-to-day operations, 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 experience receiving and processing calls while involved in performing multiple tasks simultaneously.

Knowledge of:

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  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 relaying 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 of 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 screen or computer printouts and variety of maps.
• 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

Anyone may apply. Proof of completion of the CritiCall exam with a minimum T-Score of 51 within the last year must be attached at the time of application. Responses to the supplemental questions asked on the online application must be provided. A resume will not be accepted as a substitute for the required application materials.

Apply immediately. This recruitment is open on a continuous basis and may close at any time. Selections may be made at any time within the process. The final filing date will be posted five days in advance on this job announcement.

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.org/ to apply. All exams will be given in San Mateo County, California, and applicants must participate at their own expense.

The County of San Mateo may require that all employees provide proof of COVID-19 vaccine or comply with weekly COVID-19 testing. Employees hired into specified health care facilities and other high-risk settings where there is potential for frequent COVID-19 exposure to staff and highly vulnerable patients are required to provide proof of COVID-19 vaccination. For more specific information, please refer to the County's COVID-19 Vaccine and Testing Policy.

HR Contact: Chet Overstreet (10182022) (911 Communications Dispatcher I - V050)