911 Communications Dispatcher I (Open and Promotional)

County of San Mateo; Redwood City (CA); On-site; USD 100,000 - 125,000; Full time

Job summary

A public safety agency in California is looking for a 911 Communications Dispatcher I. This role handles emergency calls, collaborates with team members, and offers training for career advancement. Ideal candidates will have customer service skills and the ability to perform well under pressure. The position provides insight into public safety communications and offers a supportive work environment.

Benefits

Medical plans

Dental and vision insurance

Pension plan

On-site gym

Career development opportunities

Qualifications

• Minimum of one year of experience receiving and processing calls while performing multiple tasks.
• Strong understanding of customer service and interpersonal communication principles.

Responsibilities

• Receive emergency calls and prioritize dispatching services.
• Provide assistance and support during operations and large-scale incidents.

Skills

English language proficiency

Customer service skills

Computer operation skills

Ability to work under pressure

Education

Experience in call management

Tools

Computer-Aided Dispatch (CAD)

Job description

Overview

Are you seeking a challenging, rewarding career that makes a real difference in public safety? The County of San Mateo invites you to join San Mateo County Public Safety Communications as a 911 Communications Dispatcher I. This session will cover the department’s mission, key responsibilities, and the benefits of the role, as well as the recruitment and selection process. The information session is scheduled for Wednesday, October 22, 2025, from 12:00 p.m. to 1:00 p.m. PST. Registration is available via a registration link.

In the life of a 911 Dispatcher, no day is routine. Dispatchers provide emergency services using state-of-the-art equipment and extensive training to protect the people of San Mateo County. The Regional Operations Center, located in Redwood City, houses Public Safety Communications (PSC) with advanced CAD and other tools. The facility offers on-site amenities and a work environment designed to support professional growth.

PSC’s leadership emphasizes customer service, dispatcher well-being, and excellence, with ongoing training and opportunities for career development, including roles such as Training Officers, Training Instructors, Tactical Dispatch, Fire Incident Dispatch, QA/QC, and project leadership opportunities.

About the Department

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 operates with a civilian command structure and provides tools and ongoing training to support professional and personal success. The department is committed to employee well-being and innovation in 911 technology, including mental health initiatives, therapy animals, an on-site gym, a quiet room, and a full kitchen. PSC also employs a Wellbeing and Equity Coordinator and involves mental health professionals in departmental decisions.

Learn more at the agency site and the PSC information page listed below.

Learn more: Career Overview - Dispatch - The Academy

For additional information about the County of San Mateo Office of Public Safety Communications, visit our website: https://911dispatch.smcgov.org/

The County of San Mateo offers a competitive salary and benefits package including medical plans, dental, vision, life insurance, flexible spending accounts, and a pension plan. Registration details and more information are provided below.

Responsibilities

• Receive business or emergency calls for law enforcement, fire, medical, and other public service agencies.
• Screen information to determine the nature of the call, classify by priority and jurisdiction, and document activity.
• Screen and prioritize telephone workload; manage workload in conjunction with system status.
• Provide support and assistance in a team environment during daily operations and large-scale incidents.
• Assist in coordinating mutual aid incidents.
• Develop and maintain positive working relationships with customers, the public, and co-workers.
• Testify in court regarding dispatch-related matters and prepare incident reports.
• Develop knowledge of local highways, streets, buildings, and points of interest.
• Remain current on procedures for manual dispatch operations and center evacuation.
• Provide off-hours services as required.
• Perform related duties as assigned.

Education and Experience

Any combination of education and experience that provides the knowledge, skills, and abilities is qualifying. A typical qualification is a minimum of one year of experience receiving and processing calls while performing multiple tasks simultaneously.

Knowledge

• English language, spelling, grammar, and punctuation.
• Customer service and interpersonal communications principles.
• Computer operation in office and Communications Center environments.
• Basic principles of face-to-face, telephone, and data terminal communication.
• Knowledge of County resources to provide referrals to the public and public safety agencies.

Skill/Ability

• Speak, read, and write English clearly; communicate effectively in writing and orally.
• Comprehend, interpret, relay, and document information via telephone, software, data terminals, or related technology.
• Screen and interpret data; learn and operate Computer-Aided Dispatch (CAD) systems and related technology.
• Read maps and interpret various devices to relay pertinent information.
• Work under pressure, exercising sound judgment and decision-making in emergency situations.
• Perform multiple tasks simultaneously; stay calm and professional in noisy or stressful environments.
• Establish positive working relationships with customers, the community, and co-workers.
• Collaborate with the Communications Center team while maintaining responsibilities and duties.
• Adapt to fluctuating workloads; accept constructive feedback to effect change.
• Access information using available resources and follow written and oral instructions.
• Remain seated for long periods and read/interpret text on screens, printouts, or maps.

Other Requirements

• Successfully complete a pre-employment medical examination and be subject to polygraph testing.
• Adhere to strict drug use standards and guidelines.
• Be willing to work day, swing, graveyard, rotating, holiday, and weekend shifts; 12 to 16 hours per day; overtime may be required.

Application Process

Open & Promotional. Anyone may apply. County employees may receive scoring bonuses. The examination process includes an application review and the online CritiCall examination (weight: 100%). Passing the CritiCall exam places candidates on an Eligible or Hiring List; top candidates fill vacancies. Applications must be submitted online with a supplemental questionnaire. A resume is not a substitute.

Important dates: Info session October 22, 2025; Close recruitment October 30, 2025; Application Screening October 31, 2025; CritiCall Exam November 3–17, 2025; Interviews December 2025.

Important Links

Public Safety Communications website: https://911dispatch.smcgov.org/

Apply: https://jobs.smcgov.org/

The County of San Mateo is an equal opportunity employer and seeks to hire a diverse workforce. All applicants are encouraged to apply. EEO statements remain part of the job posting where applicable.