Job Details

Overview

ENTRY LEVEL POSITION WITH TRAINING PROVIDED

The City of Santa Rosa is looking for enthusiastic and responsible applicants for the entry level position of Communications Dispatcher Trainee. We offer paid classroom and on-the-job training and an opportunity to provide a vital service to the Santa Rosa community. After completion of the training program your pay scale will increase to the Communications Dispatcher level.

Our 9-1-1 Emergency Communications Center is located on the second floor of the Public Safety Building, equipped with a state-of-the-art computer aided dispatch system, multiple monitors, ergonomic furniture, and individual work stations with outside window views. The Communications Center is staffed by a team of 24 dispatchers working 10-hour shifts, handling approximately 250,000 calls for service yearly. Supervision is provided by Communications Supervisors. The Center operates 24 hours a day, 7 days a week.

Responsibilities

• Communications Dispatchers receive emergency and routine calls requesting police or other emergency services; evaluate and process routine and life-threatening emergency radio and telephone communications.
• Question callers to determine pertinent information, maintain composure, and work quickly under pressure.
• Accurately track the status and location of police units; use a Computer Aided Dispatch system to enter response information and unit status data; retrieve and relay information from databases.
• Monitor multiple police radio frequencies and operate a variety of communications equipment and technology; communicate tactfully with the public and department employees under stressful situations.

The Benefits of City Employment: In addition to a challenging, rewarding work environment and salary, the City offers a generous suite of benefits, including health, dental, vision and life insurance, retirement, leave accrual, and holiday leave. Detailed information about benefits is available in the Unit 14 MOU and the Benefits Guide. Additional benefits include:

• Bilingual (English/Spanish) pay is available.
• $500 annually for wellness.
• Unlimited free bus rides on CityBus and Sonoma County Transit.
• The City is a Public Service Loan Forgiveness (PSLF) qualifying employer.

All applicants are encouraged to talk with a Santa Rosa Police Department representative from the Recruiting Office for detailed information or questions.

SRPD Recruiting Office (707) 543-HIRE

Essential Duties

• Perform a variety of disparate duties simultaneously and accurately.
• Receive, triage, and process emergency and routine calls, applying the techniques, procedures, policies, and methods used in a moderately sized public safety dispatching agency.
• Question callers to determine pertinent information, maintain composure, and work quickly under pressure.
• Accurately track the status and location of police units; use the Computer Aided Dispatch system to enter data.
• Retrieve and verbally relay information from various databases; monitor several radio frequencies and operate communications equipment.
• Communicate tactfully with the public and department employees under stressful situations.

Additional duties may be assigned. Not all duties listed below may be assigned to every position.

• Arrange for tow trucks and emergency services or contact appropriate agencies.
• Operate and maintain the audio recording device and produce copies.
• Perform general clerical work related to the communications center and its systems.
• Monitor surveillance cameras and arrange for staffing as needed.
• Monitor and respond to internal panic alarms; manage entry controls from the center.
• Test and inspect equipment; provide general instruction to new employees.
• Travel to mandated training locations.

Minimum Experience/Education

• Typing/keyboarding skills of at least 35 words per minute.
• Equivalent to completion of the twelfth grade.

Ability to: Develop knowledge of standard radio or telephone communications equipment and procedures; operate dispatch equipment; understand public safety classification codes; comprehend California vehicle and penal codes; speak and hear clearly in various conditions; exercise good judgment in emergencies; elicit information from callers; multitask effectively; work independently and as part of a team; understand Santa Rosa geography; use a CAD system and related software; complete POST Continuing Professional Training requirements.

Disqualifying Factors
If you were unsuccessful in a previous background investigation with the Santa Rosa Police Department, your application will be screened on a case-by-case basis.

Selection Process

Part I: Remote Performance Examination. Applicants most qualified will be invited to participate in the CritiCall examination; further information provided by email if invited.

Part II: Oral Appraisal Interview. Successful Part I candidates will be invited to an oral interview; those scoring highest may be invited first depending on the number of candidates.

Part III: On-Site Performance Examination.

Part IV: Background Investigation. Finalists will also undergo a polygraph examination.

The background investigation is extensive and includes police records checks, DMV records review, POST History Statement, and other evaluations. All offers are conditional and may require a medical examination and psychological evaluation. Additional requirements may apply depending on the duties. All notices will be sent via email.

Working Conditions

This job is in an emergency communications center staffed 24 hours a day, 7 days a week. Incumbents must work various shifts, including nights, weekends, and holidays; may require working more than 10 hours in a day or more than 40 hours in a week with little notice. The role requires prolonged computer usage, frequent data entry, and the ability to hear and interpret radio traffic, alarms, and printed materials; standing and movement limitations may apply at times.