Public Safety Dispatcher (formerly Communications Operator)

Public Safety Dispatcher

The City of Hayward is seeking candidates for the position of Public Safety Dispatcher. This role involves using a computer-aided dispatch system to receive calls and dispatch police, fire, or other City services by answering emergency and non-emergency calls and providing assistance.

Salary: $107,411.20 - $130,728.00 Annually

Location: Hayward, CA

Job Type: Full-Time

Job Number: C635-2025-07

Department: Hayward Police Department

Opening Date: 07/03/2025

Closing Date: Continuous

Essential Duties

Duties may include but are not limited to the following:

• Receive emergency calls from the public requesting police, fire, or other related services; determine nature and location of emergency; determine priority and dispatch emergency units as necessary and in accordance with established procedures; coordinate emergency calls and relay information and assistance requests involving other law enforcement agencies.
• Use a computer aided dispatch (CAD) system to enter calls for service/radio traffic and monitor real-time status of situations; use an automated records management system (RMS) related to public safety activities to enter and retrieve information.
• Maintain contact with all units on assignment; maintain status and location of field units and monitor radio frequencies of outside public safety agencies.
• Receive incoming telephone and voice radio calls for non-emergency assistance; dispatch animal control, utilities and street maintenance staff as needed.
• Enter, retrieve, and update information from teletype networks, including the California Law Enforcement Telecommunications System (CLETS) relating to wanted persons, stolen property, vehicle registration, stolen vehicles and other information.
• Maintain familiarity with major roads, streets, areas, and industrial and public facilities within City boundaries. May complete recovered stolen vehicle reports in accordance with established procedures.
• Relay emergency and non-emergency information to public safety personnel and other agencies in the field. Monitor multiple frequencies. Determine and report the need for equipment repairs.
• Receive structured classroom and on-the-job training. Assist in relaying information during response to natural disasters. Perform the duties of a Public Safety Call Taker, as assigned. Perform related work as necessary.

Knowledge of:

• Emergency telephone answering techniques, policies, and procedures.
• General policies and procedures used in the operation of the City's dispatch center.
• Primary roads, streets, highways, areas, major buildings, and public facilities within the City's boundaries.
• Standard radio broadcasting procedures and rules associated with operation of an emergency services communication network; learn to monitor multiple frequencies.
• Radio and other codes used in the creation of computer aided calls for dispatch.
• Correct telephone answering techniques, policies, and procedures.
• Use of various police report forms.
• Correct English usage, including comprehension and grammar.
• Modern office equipment and methods including use of computer applications in word processing.
• Principles and practices of customer service.

Ability to:

• Read, write, spell, and speak in concise English.
• Follow oral and written instructions.
• Deal tactfully with the public and others.
• Work in a confined area and wear a headset.
• Remain calm during emergencies and obtain relevant information from callers who are in stressful situations.
• Answer and prioritize calls for emergency and non-emergency police, fire, and other City services and to dispatch appropriate units in response in a courteous manner.
• Accurately enter information in the computer system while receiving information by telephone.
• Operate a computer aided dispatch system, video display terminal, teletype and other computer programs and equipment related to public safety communications and records.
• Interpret maps.
• Effectively perform emergency telephone answering and processing duties.
• Read and comprehend information and instructions.
• Perform several job tasks effectively under pressure for sustained periods of time.
• Memorize and retain information from a variety of sources.
• Interpret information from distraught, incoherent or angry callers and relay critical facts to appropriate emergency or nonemergency personnel.
• Speak clearly and concisely via radio, telephone and in person.
• Type accurately at a speed of 35 words per minute.
• Work various shifts, including day, swing and graveyard as well as weekends and holidays.
• Establish and maintain effective working relationships with those contacted in the course of work.

Minimum Qualifications

Any combination equivalent to experience and education that could likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

• Experience: Two (2) years of heavy public contact experience while performing multiple tasks simultaneously. Public Safety dispatch experience is desirable.
• OR Two (2) years of experience as a public safety dispatcher for a Public Safety Answering Point, including heavy public contact while performing multiple tasks and using a computer-aided dispatch system.
• Education: Equivalent to the completion of the twelfth (12th) grade.
• Licenses and Certificates: Completion of the California Commission on Peace Officer Standards and Training (POST) Basic Public Safety Dispatcher Course Certification within one year of hire

Supplemental Information

Benefits and rewards may include:

• Alternative Work Schedule and/or Telecommuting
• Vacation - 80 hours minimum
• 15 Paid Holidays
• Generous employer contribution for Health, Dental and Vision coverage
• CalPERS Defined Benefit Retirement Plan (2.5% at 55 for Classic CalPERS members | 2.0% at 62 for New CalPERS members | 3.0% at 50 for Classic Safety members | 2.7% at 57 for New Safety Members) - No Social Security participation.
• Life and Disability Insurance and Paid Leave
• Flexible Spending Accounts
• Tuition Reimbursement
• Health and Wellness Reimbursement
• Professional Development Reimbursement
• 457 Deferred Compensation Plan (employee paid)

Selection Procedure:

• Apply - submit a completed City of Hayward job application and responses to the Supplemental Questionnaire, which fully describe the nature of your professional experience and qualifications.
• Application Review - A. Minimum qualifications B. Completion of the supplemental questionnaire The rating of the supplemental questions may determine application status and/or rank on the eligible list. Applications submitted without all required materials will not be considered.
• Pre-Background Questionnaire Survey Monkey Complete the survey truthfully and thoroughly.
• Job Related Testing (examination) a. Typing Assessment (Pass/Fail): Candidates will be invited to participate in an online typing assessment. Candidates must demonstrate the ability to type at least 35 net words per minute. A typing certification will NOT be accepted in lieu of the required typing assessment; all candidates are required to take and pass the typing assessment. Candidates are only permitted to participate in the typing assessment once every 3 months.
• b. CritiCall Test (Weighted 100%): Candidates who pass the required typing assessment will be invited to participate in the on CritiCall Test. Note: We DO accept CritiCall results from other agencies as long as they meet our cutoff scores. Please see Exam Information below for more details.
• Eligible List - The examination process will result in a ranked eligible register of candidates for hiring consideration by the department.
• Department Interviews - Actual hire depends on success in the departmental selection process.
• Background - Penal Code 13510(c) authorizes POST to establish minimum standards for recruiting and training public safety dispatchers working in agencies that participate in the POST program. In addition, public safety dispatches are required to go through a thorough background investigation in the State of California. View Document - California Code of Regulations (westlaw.com)

Exam Information:

• Typing Assessment: Candidates must