Public Safety Dispatcher

Town of Concord; Concord (MA); On-site; Full time

Job summary

An established industry player is seeking a dedicated Public Safety Dispatcher to join their emergency communications center. This role offers a unique opportunity to make a significant impact on community safety by managing urgent situations and providing critical support to first responders. Ideal candidates will possess strong problem-solving skills, effective communication abilities, and a commitment to serving others. With a focus on professional development and a supportive team environment, this position is perfect for individuals passionate about public safety and emergency services. Join a team that values diversity and is committed to making a difference in the lives of others.

Benefits

Health Insurance Options

Dental/Vision

Education Reimbursements

Wellness Reimbursements

Pension Benefit

Qualifications

• Prior experience in emergency communications is ideal.
• Strong problem-solving capabilities and commitment to service are essential.

Responsibilities

• Respond to emergency and non-emergency requests professionally.
• Coordinate emergency responses and provide operational support.

Skills

Emergency Communications

Problem-Solving

Communication Skills

Critical Thinking

Multitasking

Education

High School Diploma or GED

College Education

Tools

CAD Systems

GIS Tools

Radio Dispatch Consoles

Computer Systems

Job description

Public Safety Dispatcher

If you’re looking for meaningful work that makes an impact on others’ lives, then the Public Safety Dispatcher position may just be the role for you. We are seeking compassionate, dedicated, and responsible individuals to work in our combined police, fire, and EMS emergency communications center. This is an exciting opportunity to play a critical role in Concord’s public safety operations.

Ideal candidates will have prior experience in emergency communications, strong problem-solving capabilities, and a commitment to serving others. Additionally, we seek candidates who desire to learn and grow and are passionate about serving others. Candidates without any emergency communications experience are also encouraged to apply.

Priority consideration will be given to applications received by May 15, 2025. Applications received after this date will be reviewed on a rolling basis as needed.

The most highly qualified candidates will be invited to interview and complete any required assessments. All applicants will be notified of their standing in the process as soon as a decision has been made regarding their individual application.

The current salary range is $26.38 – $33.37/hour. Shift differential is paid for evening and overnight shifts. Additional stipends and special assignment pay are available. Starting pay is dependent upon experience and qualifications. Compensation package includes pension benefit, health insurance options, dental/vision, education reimbursements, wellness reimbursements, among other benefits.

Appointment of the final candidate will be contingent upon the results of pre-placement conditions including criminal and credit record checks, a physical exam, a drug screening, and a thorough background investigation. Costs for these pre-placement requirements will be borne by the Town.

The Town of Concord, MA is an EEO Employer. We value diversity and welcome candidates of all backgrounds to apply.

Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.

Department: Concord Police

Salary Grade: Public Safety Dispatchers Unit

Reports To: Emergency Communications Center Manager

FLSA Status: Non-Exempt

Teamsters

Appointed By: Town Manager

Date: December 2024

General Summary:

Dispatchers perform emergency telecommunications and dispatch work in the Town’s Public Safety Communications Center. The work involves receiving and processing police, fire and EMS emergency and non-emergency calls and dispatching public safety and municipal resources in compliance with national, state, and local standards, protocols, policies, and procedures. Many situations are high-stress and urgent in nature, and the individual must be able to remain calm and resilient in the accomplishment of their duties. Work is performed under the general supervision of the Emergency Communications Center Manager and/or their designee.

ESSENTIAL JOB FUNCTIONS:

1. Respond professionally to emergency and non-emergency requests using telephone, text, TTY/TTD, and other communication methods, applying protocols, training, and judgment to screen, prioritize, and dispatch calls accurately.
2. Provide clear, compassionate communication and pre-arrival/post-dispatch instructions, including lifesaving guidance, scene safety instructions, prearrival emergency medical care, and mental health support.
3. Coordinate emergency responses by relaying critical updates to public safety personnel, maintaining incident command until responders arrive, providing operational and logistical support to responders, and ensuring personnel safety through regular status checks.
4. Operate and maintain multiple communication systems and advanced technologies, including CAD, GIS, radio dispatch consoles, location tracking tools, IoT technologies, and criminal justice databases, ensuring accurate documentation and effective resource coordination.
5. Monitor and analyze incident data, alarms, and mapping information to initiate appropriate responses and transfer calls or confer with other agencies as needed.
6. Activate community warning systems for severe weather or public safety events, notifying key personnel and other public safety agencies of critical incidents when required.
7. Adhere to relevant laws, policies, and privacy regulations while demonstrating resilience in managing stressful and potentially traumatic situations.
8. Complete training, certifications, and ongoing professional development to ensure competency in emergency communication practices.
9. Maintain a professional workspace, report equipment issues promptly, fulfill all functions of a public safety dispatcher identified by Massachusetts’ laws and regulations, and perform other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES:

1. Ability to acquire thorough knowledge of relevant policies, procedures, laws, ordinances, and regulations by the end of the training or probationary period, with the ability to apply them effectively. Adhere to strict policies and procedures, maintaining confidentiality and trustworthiness when handling sensitive information.
2. Strong critical thinking, problem-solving, and decision-making skills under pressure.
3. Clear and concise communication, active listening, and professionalism, with the ability to handle high-stress and diverse interactions tactfully. Ability to establish and maintain good working relationships with coworkers.
4. Proficient in multitasking, organizing, and prioritizing tasks in fast-paced environments.
5. Skilled in data analysis, recordkeeping, and operating specialized computer systems and mapping tools.
6. Resilient, resourceful, and adaptable in coordinating high-risk operations while maintaining situational awareness.
7. Knowledge of Concord streets and landmarks, with the ability to use mapping and geographical tools preferred.

EDUCATION, EXPERIENCE & SPECIAL REQUIREMENTS:

1. High school diploma or GED required; college education preferred.
2. Experience in public safety, dispatch, or emergency services preferred.
3. Proficiency with Windows-based software and typing speed of 30 wpm required.
4. Ability to work rotating shifts, including nights, weekends, holidays, and emergency callbacks in a 24/7 essential role.
5. Preferred certifications: Emergency Medical Dispatch (EMD), CPR/AED, LEAS/CJIS; Completion of Massachusetts State 911 Public Safety Communications Academy strongly preferred.
6. Must be able to obtain and maintain Massachusetts State 911 Telecommunicator Certification, including APCO Public Safety Telecommunicator 1, Emergency Medical Dispatch, Next Generation 911, and CPR certifications, as well as complete Criminal Justice Information Services (CJIS) and National Crime Information Center (NCIC) training within six months of hire.
7. After one year from date of hire, must reside in one of the approved cities or towns for this position, offering flexibility across a broad geographic area. Concord residency is not required.

DISTINCTIVE FEATURES OF THE POSITION:

1. Work is predominantly sedentary, requiring extended periods of sitting at a console and frequent repetitive motions, including typing on multiple keyboards. Tasks require close vision, depth perception, peripheral vision, and strong hearing capability, along with vocal communication for conveying detailed instructions accurately and quickly.
2. The role involves exposure to stressful circumstances, extreme emotions, occasional loud noises, and moderately noisy environments, often resulting in physiological stress responses.
3. Regular duties include speaking, hearing, reaching, and handling objects, with the physical ability to exert moderate effort such as lifting, carrying, and pushing materials weighing up to 20 pounds.
4. Tasks alternate between periods of intense activity and low activity, with duties often reactive and unpredictable, requiring multitasking and coordination with multiple individuals and agencies.
5. Strict adherence to rules, procedures, and regulations is necessary, with actions and decisions subject to recording and review. Errors can have serious consequences, including loss of life or property.
6. Sensitive or unpleasant situations are common and require professionalism, discretion, and resilience.
7. Safety of the public and field officers depends on timely, accurate decisions and clear communication.
8. Work may include occasional assignments outdoors or within emergency vehicles. Candidates must be willing to work any shift, including nights, weekends, holidays, overtime (up to 16-hour shifts).
9. The Town of Concord maintains a smoke-free workplace.

WORKING CONDITIONS & PHYSICAL DEMANDS:

External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the physical demands (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

Work is primarily performed in an emergency dispatch center environment, where there is limited opportunity for physical movement, sometimes subject to extreme emotions, stressful circumstances, and occasional loud noises, with constant interruptions. Not subject to extreme variations of temperature, odors, etc. Frequently subjected to the demands of other individuals and the volume and /or rapidity with which tasks must be accomplished.

Operates a variety of equipment, including telephones, radios, audio/visual devices, computer keyboards. Close eye-hand coordination and finger dexterity and may also need to be able to move rapidly from a sedentary to active condition.

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change.