The salary range is based on the compensation structure outlined in the Memorandum of Understanding (MOU). Dispatcher MOU Trainees (PSDI) are normally appointed at step 1 of the salary scale. Occasionally, depending on work experience and training, trainees may be appointed at a higher step, although generally not higher than step 3.

DEFINITION

Under supervision, this trainee role acquires skills and knowledge to prepare to serve as the vital communications link between the public needing help and emergency services responders (law, fire, medical, rescue, animal control, and other emergency equipment). Incumbents receive training in public safety radio and telephone operational duties for dispatching public safety personnel and equipment in a high-stress environment. This is the trainee class in the Public Safety Dispatcher series.

DISTINGUISHING CHARACTERISTICS

This is a trainee classification, preparing the incumbent for a professional classification with the primary responsibility of coordinating and managing communication during critical and emergency situations. Services are provided on a seven day 24-hour basis. Employees at this level receive direct instruction and assistance, learn to operate several types of computer systems and technology, and receive training in the operating procedures and policies of the work unit. This position is distinguished from the next higher classification of Public Safety Dispatcher II in that the latter is the journey level class. Public Safety Dispatcher I incumbents are expected to achieve the knowledge, skills and abilities necessary to advance to the Public Safety Dispatcher II level within the twelve-month probationary period.

SUPERVISION RECEIVED AND EXERCISED
Receives general supervision from an Operations Supervisor and direct oversight from a Public Safety Dispatcher II or Senior Public Safety Dispatcher (Level III) certified as an Academy Instructor and/or Communications Training Officer. No supervision of staff is exercised.

ADDITIONAL CLASS INFORMATION

Working Title(s): Trainee Dispatcher

Bargaining Unit: Operating Engineers Local No. 3

Established: October 26, 2000

Revised: December 5, 2024

Career Ladder

• Operations Division Manager
• Operations Supervisor
• Senior Public Safety Dispatcher (Level III)
• Public Safety Dispatcher II
• Public Safety Dispatcher I (Trainee)
• Public Safety Dispatcher Assistant II
• Public Safety Dispatcher Assistant I
• Public Safety Communications Intern

EXAMPLES OF TYPICAL JOB FUNCTIONS (Illustrative Only)

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Participates in classroom and on-the-job training to build the knowledge and skills necessary to develop the ability to perform the following job functions required for promotion to Public Safety Dispatcher II:
  • Answers non-emergency phone lines, provides resources and referrals, documents information for public safety personnel as needed.
  • Handles reports of law, fire, and medical emergency situations delivered via voice (9-1-1 emergency telephone lines), text messages (Text-to-911), or electronic means (such as alerts from alarm companies) by gathering essential information and determining the nature of the emergency.
  • Depending on the assignment, may handle reports of emergency situations delivered via video.
  • Maintains accurate records of calls received and handled, ensures critical information is input to the record, documents actions taken including updates from first responders and reporting parties.
  • Provides clear and effective communication with active listening, call control, judgment, respect and empathy to the public in life-safety situations, triages requests for service, and coordinates appropriate responses to high-risk and high-stress operations.
  • Operates a sophisticated workstation comprised of multiple computer systems including computer aided dispatch, location services, emergency mapping, state and federal database queries, 9-1-1 call handling equipment, public safety radio consoles, and a variety of solutions dedicated to emergency management.
  • Transmits and receives messages to and from User Agencies via public safety radios, 9-1-1 emergency telephone lines, data terminals, and other communications equipment.
  • Effectively dispatches appropriate emergency resources, such as law enforcement, fire, or medical personnel, to the location of the incident, prioritizing incident response to the correct level of urgency, and thoroughly and accurately documenting incident activities while maintaining scene awareness.
  • Monitors and maintains status of assigned public safety personnel and equipment; may initiate actions to ensure adequate area-wide protection.
  • Provides operational support for police, fire, and medical personnel including warrant checks and confirmations, vehicle tow requests, and facilitation of outside agency assistance and mutual aid requests.
  • Inquires, interprets, verifies, receives, disseminates, and updates information from national, state, and local law enforcement computer networks.
  • Stays current on new technologies and industry best practices by learning and integrating new technologies, policies, and protocols.
  • Manages multiple systems and conversations simultaneously without error.
  • Provides after-hours support to allied agencies, providing records services such as time-sensitive entries to state and federal databases, as well as call-handling and dispatching for animal control and public works.
  • Provides pre-arrival and post-dispatch instructions to callers. Depending on certification, provides life-saving instructions such as CPR to assist the public until emergency responders arrive on scene.
• Takes and passes routine examinations designed to demonstrate competence in the skills and knowledge acquired during the classroom training phase.
• Receives daily feedback on critical elements of the position in the form of a Daily Observation Report (DOR) prepared by the Communications Training Officer (CTO) responsible for the incumbent’s training.
• Performs related duties as assigned.

Must be at least eighteen (18) years old.

Must be authorized to work in the United States.

Must be a resident of Santa Cruz, San Benito, Santa Clara, San Mateo, or Monterey counties unless an exception is granted by the General Manager.

Knowledge of:

• The operation of a typical office computer system.
• Recordkeeping techniques and proper office procedures.

Ability to:

• Learn to effectively operate the various public safety technology solutions used by the Authority, including the 9-1-1 call handling system, the computer-aided dispatch program, the radio consoles, and other associated public safety equipment and software.
• Interpret and follow rules, policies, regulations, and procedures.
• Prepare clear, concise, and understandable written documents.
• Learn to coordinate multiple events and emergency responses.
• Read, write, spell, and speak in a clear and concise manner.
• Make sound decisions using all available information.
• Read and interpret written instructions as well as city and county maps.
• Maintain confidentiality of critical and sensitive information, records, and reports.
• Establish and maintain positive and effective working relationships with coworkers, supervisors, User agency personnel, other communications agencies’ personnel, and the general public.
• Accomplish tasks in a controlled and competent manner while working under stress.
• Learn and understand the techniques, methods, and technologies used in modern public safety communications center.

Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Education

High school graduation or the tested equivalent.

Experience

No work experience is required for this trainee position.

Licenses and Certifications:

Possession of a Cardio-Pulmonary Resuscitation (CPR) card and Basic First Aid certificate issued by the American Red Cross or other authorized agency (within 60 days of employment).

Possession and maintenance of a valid California driver’s license and the ability to meet the automobile insurability requirements of the agency or the ability to provide suitable transportation needs as a condition of continued employment.

Candidates for this classification are required to pass a comprehensive background investigation in accordance with applicable law, regulation and/or policy and shall not have been convicted of a felony or any other crime which would prohibit Department of Justice approval for access to law enforcement restricted information.

PHYSICAL DEMANDS

Management may make reasonable accommodations so that qualified employees can perform the essential functions of the job.

This position is primarily sedentary and requires the ability to tolerate sitting for extended periods; sit-stand equipment may be available. Must possess mobility to move between work areas. Must have the ability to hear and comprehend telephone and radio traffic and routine interpersonal communications with supervisors and dispatchers working adjacent console assignments; have vision to read printed materials and a computer screen; have color vision adequate to determine various color-coded console displays; have the ability to read, write, and speak clear and concise English; have legible handwriting; and have the physical, mental, and functional ability to work efficiently in a fast-paced environment and to remain calm and professional when handling potentially stressful incidents. Persons in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 10 pounds. The position also requires grasping, repetitive hand movement, and fine coordination in using a computer keyboard and mouse.

ENVIRONMENTAL CONDITIONS

Employees work primarily in an emergency communications center with moderate noise levels and controlled temperature conditions, and occasionally travel to other sites where they may be exposed to inclement weather. Employees may interact with members of the public, field responders, or other staff under emotionally stressful conditions.

This is exclusively an in-person position. Employees must be willing to work day, swing, graveyard, and rotating shifts, including weekends and holidays to ensure 24/7 coverage. Employees are subject to call back, hold over, on-call, and overtime shifts to maintain minimum staffing. When on-call, employees are required to be able to report to work within 60 minutes of being notified.

Please note that Santa Cruz Regional 9-1-1's preferred method of communication with applicants is via email. As such, please ensure you verify the email address on your application and check your email frequently, including your spam and junk folders.

1. Application: (Pass/Fail) – All applicants must complete and submit a Santa Cruz Regional 9-1-1 employment application online.

• Employment applications must be submitted online; paper applications will not be accepted.
• Employment applications will be considered incomplete and will be disqualified if:
  1. If applicants do not list current and past job-related experience in the duties area of the "Work Experience" section.
  2. If "see resume" is noted in the "Work Experience" section, a resume will not substitute for the information required in the "Work Experience" section.
• Proof of education will be asked for later in the recruitment process. Do not submit transcripts or diplomas until requested. Proof of education will be required at the time of appointment.
• Supplemental documents such as DD214, relative certifications, and resumes (optional for PSDI and PSDII) should be submitted online along with the application. They can also be emailed to applications@scr911.org or FAX at (831) 471-1010.

2. Online Dispatcher Exam: PSD candidates must complete the Dispatcher Assessment proctored by Santa Cruz Regional 9-1-1 for further consideration. Candidates will receive a link with testing information after application screening.

Using a simulator, the assessment is designed to test the candidate's:

• Typing speed and accuracy - How fast and accurately a candidate can type. Includes both free text typing and transcription from audio.
• Data Entry and spelling: Assess candidates' ability to enter data accurately, including numeric, alphanumeric, and form-based input.
• Geography and mapping: Assess the candidate's geographic awareness, ability to understand directions, and ability to identify locations on a map.
• Listening comprehension: Assess the candidate's ability to comprehend and accurately extract critical information from mock calls with varying sound quality, rate, and tone.
• Memory recall: Assess short-term and delayed memory by having candidates recall details from a scenario, audio clip, or written prompt.
• Multitasking: Assess the candidate's ability to interact on a mock 9-1-1 call while entering data and answering on-screen prompts under time pressure to simulate switching between simulation call taking, CAD input, and handling attention diversions.
• Judgment and prioritization - Assess the candidate's perceptual and reasoning processes via audio interactions and simulation sequences where they must choose the most appropriate response based on "mock" policy, urgency, and caller need.
• Conflict resolution: Audio scenario-based judgment questions about de-escalation, empathy, and dealing with difficult callers to assess the candidate's ability to handle a diverse range of callers.
• Emotional resilience and stress tolerance: Timed decision-making tasks under pressure with exposure to high-stress scenarios that assess the candidate's poise, self-control, and cognitive load management.

3. Sit-Along: Applicants observe the dispatch center floor operations to understand the job better. This will be your first impression on the agency. Be prepared to ask and answer questions about the job.

4. Submit a personal history statement:

5. Eligibility: Candidates who meet the minimum qualification standards, complete the online assessment, and sit-along will be reviewed to be considered for the eligibility list.

6. Peer Review Panel: Candidates at the top of the eligibility list will be invited to a peer review panel; a panel interview with a group of peers consisting of dispatchers, call-takers, and lead dispatchers. If the candidate indicates a bilingual status, the bilingual assessment will be done before or after the peer review.

7. Background Process: If considered for appointment, candidates must consent to a background check, including a criminal history check and fingerprinting.

8. General Manager Interview --> Conditional Offer: Applicants may progress through the recruitment process upon available authorized positions and successfully passing the preceding steps.

9. Psychological Exam and Medical Screening: The agency does not require a polygraph.

10. Final Job Offer with a start date.

QUESTIONS

For questions concerning this application process:

• Please visit https://www.governmentjobs.com/Home/ApplicationGuide for a comprehensive, step-by-step guide to the application process.
• For technical support between 6 AM - 5 PM PT, contact Live Application Support at 855-524-5627.

For questions about the position:

• Send an email to applications@scr911.org or
• Call the administration office at (831) 471-1000