Dispatcher

Summary

Dispatcher

The City of Paso Robles is seeking a dedicated and dependable professional to join our team as a dispatcher. As the first point of contact for both emergency and non-emergency calls, dispatchers play a vital role in connecting people in our community with the police and fire personnel who can help.

This fast-paced and meaningful position requires someone who can stay composed under pressure, prioritize competing demands, and communicate critical information clearly, accurately, and with compassion. Every call is different, but each one requires the same thing: someone who can listen, think quickly, and be a calm and steady presence when it matters most.

Whether you're an experienced dispatcher or ready to begin a rewarding career in public safety, this is an opportunity to put your skills to work, serve the community, and make a difference every day. If you're ready to be the voice people can count on when they need help, we invite you to apply.

The following duties are typical of this classification. Incumbents may not perform all of the duties set forth below and/or may be required to perform additional related duties to address City needs and evolving business practices.

• Receives, evaluates, prioritizes, and processes emergency and non-emergency calls for service; obtains, verifies, and assesses critical information to determine appropriate response.
• Determines call priority and dispatches law enforcement, fire, emergency medical, public works, and other personnel and resources in accordance with established policies, procedures, and protocols.
• Provides pre-arrival instructions and emergency medical dispatch services in accordance with established protocols and training.
• Monitors the status, location, availability, and safety of field personnel; coordinates resources and initiates appropriate action as necessary.
• Enters, updates, retrieves, and maintains information in the California Law Enforcement Telecommunications System (CLETS), Computer-Aided Dispatch (CAD), Records Management System (RMS), and other public safety databases and information systems.
• Accesses and queries local, state, and federal criminal justice information systems; obtains and relays information regarding warrants, criminal history, vehicle registrations, stolen property, and other law enforcement records to authorized personnel.
• Communicates clearly, concisely, and effectively via telephone, radio, and computerized communication systems using proper procedures, terminology, and protocols.
• Accurately documents calls for service, incidents, requests, and related information; maintains complete, timely, and accurate records.
• Monitors incidents after initial dispatch and provides ongoing coordination, resource support, status updates, and information to responding personnel as needed.
• Provides information, assistance, and support to field personnel, allied agencies, service providers, and members of the public.
• Monitors multiple radio frequencies, communication channels, alarms, and information systems to maintain situational awareness and support field operations.
• Maintains confidential records, criminal justice information, call logs, recordings, and related documentation in accordance with applicable laws, regulations, and departmental policies.
• Disseminates critical information to field personnel, including criminal justice information, warrants, protective orders, wanted persons, stolen property records, and officer safety alerts.
• Monitors and maintains communication with field personnel during routine and emergency operations and initiates appropriate action when safety concerns arise.
• Operates and monitors facility access control, security, surveillance, and emergency notification systems.
• Participates in training, drills, exercises, briefings, and continuing education activities to maintain proficiency and operational readiness.

Knowledge of:

• Organization, functions, services, and terminology of law enforcement, fire service, emergency medical services, and related public safety agencies.
• Applicable federal, state, and local laws, regulations, policies, and procedures governing public safety communications and criminal justice information.
• Principles, practices, and procedures of emergency call-taking, public safety dispatching, and radio communications.
• Emergency Medical Dispatch (EMD) principles, procedures, and pre-arrival instruction protocols.
• Computer-Aided Dispatch (CAD), Records Management Systems (RMS), the California Law Enforcement Telecommunications System (CLETS), and related public safety technologies.
• Standard radio communication procedures, dispatch protocols, emergency response procedures, and telecommunications equipment.
• Techniques for obtaining information from individuals who may be distressed, injured, emotionally upset, impaired, or experiencing a crisis.
• Geography of the service area, including streets, landmarks, public facilities, response districts, and jurisdictional boundaries.
• Departmental policies, procedures, operational guidelines, and customer service standards.
• Modern office practices, procedures, equipment, and computer applications.
• Principles and practices of records management, documentation, and report preparation.
• English usage, grammar, spelling, punctuation, and effective oral and written communication techniques.
• Principles and practices of customer service and effective communication in stressful or emotionally charged situations.

Ability to:

• Operate public safety communications equipment and systems, including CAD, RMS, CLETS, multi-line telephone systems, radio systems, and related technologies.
• Receive, evaluate, prioritize, and process emergency and non-emergency calls accurately, efficiently, and in accordance with established procedures.
• Simultaneously manage multiple competing priorities, including call-taking, radio dispatching, incident prioritization, and resource coordination, while maintaining accuracy, professionalism, and sound judgment in routine and high-stress situations.
• Analyze information rapidly, assess situations, establish priorities, and determine appropriate responses within established guidelines.
• Remain calm, focused, and effective during emergencies, critical incidents, and stressful situations while exercising sound judgment and decision-making.
• Communicate clearly, concisely, and professionally using proper radio, telephone, and interpersonal communication techniques.
• Memorize and accurately apply departmental codes, procedures, geography, radio designators, and operational protocols.
• Accurately receive, retain, document, and relay information from multiple sources under time-sensitive conditions.
• Obtain accurate and complete information from callers who may be frightened, emotional, injured, confused, hostile, or otherwise difficult to communicate with.
• Maintain concentration, situational awareness, and accuracy while monitoring multiple communication channels, incidents, and information systems simultaneously.
• Adapt effectively to changing priorities, shifting workloads, interruptions, and multiple concurrent demands.
• Maintain the confidentiality and security of criminal justice information and sensitive records.
• Provide professional and courteous customer service to the public, including individuals who may be upset, distressed, confused, or confrontational.
• Establish and maintain effective working relationships with coworkers, supervisors, field personnel, allied agencies, and members of the public.

Education and Experience A typical way to obtain the required qualifications would be:

• Possession of a high school diploma or a General Educational Development (GED) certificate; and
• Two years of experience involving substantial public contact, customer service, clerical support, call-taking, administrative support, or other work requiring the use of computer systems, accurate data entry, attention to detail, and the ability to communicate effectively with the public.

Licenses and Certifications Requires possession of the following:

• A valid California Class C driver license, a satisfactory driving record
• Must successfully complete the Public Safety Dispatchers Basic Course and obtain Emergency Medical Dispatcher (EMD), CPR, and First Aid certifications within one year of appointment

Other Requirements Must meet or exceed all public safety dispatcher selection requirements pursuant to 11 CCR 1956. This position requires rotating shift assignments and is subject to mandatory overtime in accordance with maintaining a fully operational 24-hour facility. Will be required to work weekends, holidays and/or irregular hours.

Lateral Transfers Lateral applicants may waive the written test requirement and, if selected, will be subject to a shorter probationary period. To be considered a lateral, applicants must meet both of the following requirements:

• Current employment as a law enforcement dispatcher; and
• Possession of a California POST Public Safety Dispatcher Basic Certificate. Individuals are eligible to apply for a POST Public Safety Dispatcher Basic Certificate upon satisfactory completion of both the Public Safety Dispatchers' Basic Course and an agency's probationary period.

Selection Components:

1. Written Exam - POST Entry Level Dispatcher Selection Test Battery (PELDSTB)

Candidates who receive a score of 48 or

Job Description

Dispatcher

The City of Paso Robles is seeking a dedicated and dependable professional to join our team as a dispatcher. As the first point of contact for both emergency and non-emergency calls, dispatchers play a vital role in connecting people in our community with the police and fire personnel who can help.

This fast-paced and meaningful position requires someone who can stay composed under pressure, prioritize competing demands, and communicate critical information clearly, accurately, and with compassion. Every call is different, but each one requires the same thing: someone who can listen, think quickly, and be a calm and steady presence when it matters most.

Whether you're an experienced dispatcher or ready to begin a rewarding career in public safety, this is an opportunity to put your skills to work, serve the community, and make a difference every day. If you're ready to be the voice people can count on when they need help, we invite you to apply.

The following duties are typical of this classification. Incumbents may not perform all of the duties set forth below and/or may be required to perform additional related duties to address City needs and evolving business practices.

• Receives, evaluates, prioritizes, and processes emergency and non-emergency calls for service; obtains, verifies, and assesses critical information to determine appropriate response.
• Determines call priority and dispatches law enforcement, fire, emergency medical, public works, and other personnel and resources in accordance with established policies, procedures, and protocols.
• Provides pre-arrival instructions and emergency medical dispatch services in accordance with established protocols and training.
• Monitors the status, location, availability, and safety of field personnel; coordinates resources and initiates appropriate action as necessary.
• Enters, updates, retrieves, and maintains information in the California Law Enforcement Telecommunications System (CLETS), Computer-Aided Dispatch (CAD), Records Management System (RMS), and other public safety databases and information systems.
• Accesses and queries local, state, and federal criminal justice information systems; obtains and relays information regarding warrants, criminal history, vehicle registrations, stolen property, and other law enforcement records to authorized personnel.
• Communicates clearly, concisely, and effectively via telephone, radio, and computerized communication systems using proper procedures, terminology, and protocols.
• Accurately documents calls for service, incidents, requests, and related information; maintains complete, timely, and accurate records.
• Monitors incidents after initial dispatch and provides ongoing coordination, resource support, status updates, and information to responding personnel as needed.
• Provides information, assistance, and support to field personnel, allied agencies, service providers, and members of the public.
• Monitors multiple radio frequencies, communication channels, alarms, and information systems to maintain situational awareness and support field operations.
• Maintains confidential records, criminal justice information, call logs, recordings, and related documentation in accordance with applicable laws, regulations, and departmental policies.
• Disseminates critical information to field personnel, including criminal justice information, warrants, protective orders, wanted persons, stolen property records, and officer safety alerts.
• Monitors and maintains communication with field personnel during routine and emergency operations and initiates appropriate action when safety concerns arise.
• Operates and monitors facility access control, security, surveillance, and emergency notification systems.
• Participates in training, drills, exercises, briefings, and continuing education activities to maintain proficiency and operational readiness.

Knowledge of:

• Organization, functions, services, and terminology of law enforcement, fire service, emergency medical services, and related public safety agencies.
• Applicable federal, state, and local laws, regulations, policies, and procedures governing public safety communications and criminal justice information.
• Principles, practices, and procedures of emergency call-taking, public safety dispatching, and radio communications.
• Emergency Medical Dispatch (EMD) principles, procedures, and pre-arrival instruction protocols.
• Computer-Aided Dispatch (CAD), Records Management Systems (RMS), the California Law Enforcement Telecommunications System (CLETS), and related public safety technologies.
• Standard radio communication procedures, dispatch protocols, emergency response procedures, and telecommunications equipment.
• Techniques for obtaining information from individuals who may be distressed, injured, emotionally upset, impaired, or experiencing a crisis.
• Geography of the service area, including streets, landmarks, public facilities, response districts, and jurisdictional boundaries.
• Departmental policies, procedures, operational guidelines, and customer service standards.
• Modern office practices, procedures, equipment, and computer applications.
• Principles and practices of records management, documentation, and report preparation.
• English usage, grammar, spelling, punctuation, and effective oral and written communication techniques.
• Principles and practices of customer service and effective communication in stressful or emotionally charged situations.

Ability to:

• Operate public safety communications equipment and systems, including CAD, RMS, CLETS, multi-line telephone systems, radio systems, and related technologies.
• Receive, evaluate, prioritize, and process emergency and non-emergency calls accurately, efficiently, and in accordance with established procedures.
• Simultaneously manage multiple competing priorities, including call-taking, radio dispatching, incident prioritization, and resource coordination, while maintaining accuracy, professionalism, and sound judgment in routine and high-stress situations.
• Analyze information rapidly, assess situations, establish priorities, and determine appropriate responses within established guidelines.
• Remain calm, focused, and effective during emergencies, critical incidents, and stressful situations while exercising sound judgment and decision-making.
• Communicate clearly, concisely, and professionally using proper radio, telephone, and interpersonal communication techniques.
• Memorize and accurately apply departmental codes, procedures, geography, radio designators, and operational protocols.
• Accurately receive, retain, document, and relay information from multiple sources under time-sensitive conditions.
• Obtain accurate and complete information from callers who may be frightened, emotional, injured, confused, hostile, or otherwise difficult to communicate with.
• Maintain concentration, situational awareness, and accuracy while monitoring multiple communication channels, incidents, and information systems simultaneously.
• Adapt effectively to changing priorities, shifting workloads, interruptions, and multiple concurrent demands.
• Maintain the confidentiality and security of criminal justice information and sensitive records.
• Provide professional and courteous customer service to the public, including individuals who may be upset, distressed, confused, or confrontational.
• Establish and maintain effective working relationships with coworkers, supervisors, field personnel, allied agencies, and members of the public.

Education and Experience A typical way to obtain the required qualifications would be:

• Possession of a high school diploma or a General Educational Development (GED) certificate; and
• Two years of experience involving substantial public contact, customer service, clerical support, call-taking, administrative support, or other work requiring the use of computer systems, accurate data entry, attention to detail, and the ability to communicate effectively with the public.

Licenses and Certifications Requires possession of the following:

• A valid California Class C driver license, a satisfactory driving record
• Must successfully complete the Public Safety Dispatchers Basic Course and obtain Emergency Medical Dispatcher (EMD), CPR, and First Aid certifications within one year of appointment

Other Requirements Must meet or exceed all public safety dispatcher selection requirements pursuant to 11 CCR 1956. This position requires rotating shift assignments and is subject to mandatory overtime in accordance with maintaining a fully operational 24-hour facility. Will be required to work weekends, holidays and/or irregular hours.

Lateral Transfers Lateral applicants may waive the written test requirement and, if selected, will be subject to a shorter probationary period. To be considered a lateral, applicants must meet both of the following requirements:

• Current employment as a law enforcement dispatcher; and
• Possession of a California POST Public Safety Dispatcher Basic Certificate. Individuals are eligible to apply for a POST Public Safety Dispatcher Basic Certificate upon satisfactory completion of both the Public Safety Dispatchers' Basic Course and an agency's probationary period.

Selection Components:

1. Written Exam - POST Entry Level Dispatcher Selection Test Battery (PELDSTB)

Candidates who receive a score of 48 or