Lead Public Safety Dispatcher

Leads, coordinates, monitors, and participates in the work activities conducted in the 9-1-1 Public Safety Communications Center. Oversees the team’s collective work to ensure the efficient processing, prioritization, and dissemination of emergency information by public safety dispatchers. 

Leads, coordinates and participates in the receiving and recording of emergency and routine public safety calls and dispatches appropriate City public safety resources to calls for service. 

Coordinates daily public safety dispatch operations to promote teamwork, communications, and balanced workload among team members. 

Serves as the primary trainer on a 12-hour shift, providing training to new Public Safety Dispatchers and other personnel in dispatch procedures, as assigned by leadership.

Monitors the prioritization and assignment of Police, Fire, and EMS resources for emergency and non-emergency service calls.

Reviews dispatcher documentation in logs and records to police officers, fire units, the general public, and other public safety agencies for accuracy, completeness and compliance with established procedure.

Monitors the implementation of City and department policy and procedure by dispatchers and escalates concerns through the chain of command.

Provides information and guidance to dispatchers regarding public requests and inquiries.

Provides input for employee performance evaluations.

Participates in the hiring of public safety dispatch staff. 

Prepares reports for division Administrator, supervisor or designee, as required.

Provides support to supervisory staff in carrying out assigned operational responsibilities, as needed.

Participates in scheduling of dispatch center staff and ensure adequate shift coverage in the absence of a supervisor.

Responds to, resolves, and documents difficult, irate, or sensitive citizen inquiries and complaints in a professional manner when supervisory staff are unavailable.

Performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES
  
 Knowledge of:
  

Principles and practices of employee training and coordination
Effective training and coordination techniques 

Principles and practices of training in all dispatch skillsets, including Emergency Medical Dispatch and dispatch algorithm procedures

Principles of leadership and team guidance

Emergency dispatching procedures and techniques 

Computer Aided Dispatch (CAD) systems and related computer operations

Public safety radio operations and procedures

Local geography, street locations, classification of crimes and recognition of common public safety codes

Principles, practices, and techniques of public relations

Office practices and procedures

Principles and techniques of conflict resolution 

Effective customer service and communication techniques

Ability to:

Understand and apply department and division policies and procedures, State laws, and County regulations

Train, lead, and coordinate Public Safety Dispatchers in call-taking, radio dispatching, and documentation procedures

Prepare, maintain, and review reports and records

Work closely and coordinate with law enforcement, firefighters, and emergency medical services personnel

Establish and maintain effective and cooperative working relationships with City employees and the general public 

Operate and monitor a Computer Aided Dispatch (CAD) system, multiple radio frequencies, and related communications equipment in the performance of public safety dispatching functions

Operate and monitor use of various telephone, radio communication and Computer Aided Dispatching (CAD) equipment simultaneously under stressful conditions

Understand law enforcement and telecommunications databases and other applications

Memorize and teach numerous codes, streets, addresses, and computer functions

Provide, teach and monitor high-quality, efficient, and professional customer service while working in normal conditions and in emergency situations

Maintain composure and patience while leading and coaching  staff in a fast-paced and high-stress environment

Remain calm, think quickly, clearly in order to make sound decisions and lead a team during crisis and routine situations

Work independently and exercise independent judgment, discretion, maturity and confidence

Work within an established chain of command organizational structure, accept constructive criticism and maintain confidentiality

Work with persons from diverse social, cultural and economic backgrounds as well as a variety of work styles, personalities and approaches

Handle multiple tasks and priorities simultaneously

Speak clearly and effectively in a well-modulated voice using proper diction
  
 Skill in:
  
 Leading and coordinating the work of others 

Teaching and training diverse groups in technical information 

Reading, writing, and communicating at an appropriate level

Speaking clearly, distinctly, calmly, and correctly with even modulation

Typing at a corrected speed of 35 words per minute

Dealing courteously and diplomatically with individuals

Multi-tasking by simultaneously talking on the telephone/public safety radio and typing into a computer

Using a personal computer and applicable software applications

Memorizing, retaining, and recalling information in a fast-paced environment

REQUIREMENTS

Minimum Qualifications:

Education: Graduation from high school or the equivalent. 

Experience: Three years of recent, paid dispatching experience in a police, fire,

emergency medical dispatch (EMD), or combined (police/fire/EMD) emergency

communications environment. 

Desirable Qualifications:

One year of Communications Training Officer experience or similar experience. 

Experience in all emergency call-taking and dispatching skillsets including police, fire and emergency medical or expectation to complete training within one year from date of hire. 

 Licenses and Certificates:
  
 Must obtain and thereafter maintain a California Peace Officer Standards and Training (POST) basic public safety dispatcher certification within one year from date of hire.  

Must obtain an Emergency Medical Dispatch certificate and accredited certification in Cardiopulmonary Resuscitation within six months from date of hire.

HOW TO APPLY:   All applicants must submit an online City application and required supplemental questions to be considered for this position. Please note, applications may be rejected if incomplete. Resumes, CVs and cover letters are not reviewed as part of the application screening process and should not be submitted.  

NOTE: Only permanent employees are eligible for a transfer. Employees submitting transfer applications must notify the recruitment analyst via email upon submission of their application.

If you would like for your typing certificate to be considered, candidates must provide proof of required typing skill of 35 wpm net (gross minus number of errors), you must attach the typing certificate to the application. The typing certificate must be five minutes in length and issued by an accredited school or agency, dated no later than one year prior to the final filing date listed on the job announcement. If you do not have a valid, recent typing certificate, a typing exam will be administered to you should you pass the application process.

Training and Experience Evaluation - Qualifying

Diversity & Inclusion Statement

The City of Santa Monica is a progressive, inclusive and culturally-rich community.  As leaders in public service, we strive to be an employer of choice by attracting and retaining a highly-talented workforce where people of diverse races, religions, cultures and lifestyles thrive. Our goal is to create a welcoming and inclusive environment where our staff are empowered to perform at their highest level and where their differences make a positive impact.

The City is an equal opportunity employer and strives to build balanced teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law.  We aim to create a workplace that celebrates and embraces the diversity of our employees. Join us!

REQUESTS FOR ACCOMMODATIONS: Special assistance with the application and examination process is available, upon request, for persons with disabilities.  Call (310) 458-8246 (Hearing Impaired Only).

Please note the request for reasonable accommodations must be made to Human Resources at least three work days prior to the examination.