911 Communications Dispatcher I (Open and Promotional)

911 Communications Dispatcher I

Are you seeking a challenging, rewarding, and gratifying career that's more than just a job? The County of San Mateo would like to invite you to begin a career where you will make a real difference and add significant value to public safety.

San Mateo County Public Safety Communications is accepting applications for the position of 911 Communications Dispatcher I. Join us for an informational session to learn about the 911 Communications Dispatcher I position with the County of San Mateo. This session will cover the department's mission, key responsibilities, and the benefits associated with this role. You'll also gain insights into the ideal candidate profile and the recruitment and selection process. Don't miss this chance to learn about the position and get your questions answered. This session will be held on Wednesday, October 22, 2025, from 12 : 00 p.m. to 1 : 00 p.m. PST.

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 provide emergency dispatch services for the people 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 Public Safety Communications (PSC). The Center 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 in the Center allow plenty of natural light and employees can enjoy the use of an on-site gym, Quiet Room, and large, fully equipped employee kitchen.

PSC's leadership philosophy centers around a commitment to customer service, dispatcher well-being, and overall excellence. PSC is committed to providing ongoing training and strives 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 Department San Mateo County Public Safety Communications (PSC) is the largest dispatch center in the county and the only Tri-Community (Police, Fire, Medical) Center. Located in Redwood City, PSC is a stand-alone department with a civilian command structure, including a Director, Deputy Director, and several managers.

PSC emphasizes customer service, employee well-being, and excellence. We provide tools and ongoing training for professional and personal success, fostering a team environment with open communication. Located in Silicon Valley, we prioritize innovation and cutting-edge 911 technology.

PSC is committed to employee well-being, offering mental health initiatives, therapy animals, an on-site gym, a quiet room, and a full kitchen. We're the first department in the county to employ a full-time Wellbeing and Equity Coordinator and involve mental health professionals in departmental decisions.

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 a pension plan.

Employees in this classification are trained in, and perform the following duties :

• Receive business or emergency calls for law enforcement, fire, medical, and other public service agencies.
• Screen information to determine the nature of the call, perform call classification, determine priority and jurisdiction, and document activity.
• Screen and prioritize telephone workload.
• Remain cognizant of workloads and specific systems status.
• Provide support and assistance in a team concept during day-to-day operations and critical or large-scale incidents.
• Assist in the coordination of mutual aid incidents.
• Develop and foster a positive working rapport with direct and indirect customers, the public, and co-workers.
• Testify in court regarding legal proceedings 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.

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 of experience receiving and processing calls while performing multiple tasks simultaneously.

Successfully complete a pre-employment medical examination and be subject to polygraph testing. Follow strict drug use standards and guidelines. Be willing to work the 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.

Open & Promotional. Anyone may apply. Current County of San Mateo and County of San Mateo Superior Court of California employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, or extra-help / limited term position prior to the final filing date will receive five points added to their final passing score on this examination. The examination process will consist of an application review and the administration of the online CritiCall examination (weight : 100%). Applicants whose application passes the application review will be invited to take the CritiCall exam. Candidates who achieve a passing score on the CritiCall exam will be placed on the Eligible or Hiring List based on the order of their score on the exam. The top seven candidates on the Eligible List will be considered to fill one vacancy. For each additional vacancy, one additional candidate will be added to those who can be considered for the positions. Once the recruitment closes and applications have been reviewed, applicants will be sent instructions for completing the CritiCall exam. Applicants will have a 14-day window in which to complete the examination. Because the exam is online, applicants can take the exam at their convenience during the 14-day time frame. The CritiCall exam is an online Public Safety Dispatcher pre-employment skills test. The various modules within the CritiCall exam provide a comprehensive assessment of a candidate's skills and abilities. Achieving a passing score on the exam is a requirement for employment. The examination simulates the duties and situations a 911 Communications Dispatcher might encounter on the job. No specialized knowledge or skills are required to take the exam. The CritiCall exam tests for skills and abilities such as