Security Operations Dispatcher (Municipal Protective Services Operations)

City of Boston; Boston (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

The City of Boston is seeking a Security Operations Dispatcher for Municipal Protective Services Operations. This essential role handles emergency and non-emergency calls, processes alarms, and dispatches public safety resources via telephone, radio, and alarm software.

We operate 24/7 supporting hundreds of facilities and require completion of ETC and CPR training within six months, with strong emphasis on professionalism, situational awareness, and rapid decision-making.

Qualifications

• High School Diploma (or equivalent).
• 2+ years in security operations, public safety dispatch, telecommunications, or call center operations preferred.
• Knowledge of call handling practices for public safety call takers and familiarity with radio communications.
• Completion of training for call receiving and dispatching within six months, including ETC and CPR certification.
• Ability to operate computers, radio/telephone systems, and monitoring software such as SIS Alarm Center.
• Ability to work independently in a busy, high-priority environment and process information quickly.
• Discretion with sensitive information and adherence to procedures.
• Shift-work availability and overtime as needed.
• Languages other than English are preferred.

Responsibilities

• Receives emergency and non-emergency calls and signals and processes them per protocols.
• Dispatches appropriate public safety resources.
• Maintains communications with field personnel and other dispatch centers.
• Provides information to officers and units to ensure safety of people and property.
• Reports incidents and operational issues to the Shift Supervisor for continuity of operations.

Skills

Public safety dispatch

Stress management

Multitasking

Radio communications

Effective communication

Education

High School Diploma

Tools

SIS Alarm Center

Radio systems

Telephone systems

Job description

Reporting to the Shift Supervisor, the Security Operations Dispatcher (Municipal Protective Services Operations) is an essential emergency operations position responsible for receiving emergency and non-emergency calls and signals for service over the telephone, computer, and radio. The Security Operations Dispatcher uses established protocols to process alarms and dispatch appropriate public safety resources. MPS Operations interacts daily with other operations and public safety dispatch centers to answer and transfer calls and incident information, and maintain communications with field personnel.

Municipal Protective Services (MPS) Operations is a 24/7, 365-day operation supporting over 600 City of Boston properties and facilities - maintaining radio communications and operations for MPS Security Officers and Supervisors, and monitoring intrusion and fire alarms across all City of Boston, Boston Public Schools, and Boston Public Library locations.

The City of Boston Property Management Department's (PMD) mission is to manage, maintain, repair, and provide security for the City's municipal buildings, including City Hall and Faneuil Hall; to preserve the useful life of City facilities and reduce operating costs through effective preventative maintenance measures

• Processes incoming and outgoing emergency and non-emergency signals from alarm monitoring software consistent with established protocols and procedures.
• Provides clear and relevant information to field and operations personnel in response to received alarm signals or calls.
• Communicates with Municipal officers, law enforcement, fire, and EMS units as necessary to ensure the safety of people and property.
• Provides daily feedback to the Shift Supervisor regarding the operation of the Dispatch Center, recommends changes to policies and procedures, and promptly reports incidents or issues affecting the continuity of operations.
• Speaks, works, and otherwise communicates effectively in high-stress and time-sensitive situations.
• Maintains a familiarity with the general geography of the properties and communities served to dispatch Public Safety Personnel effectively.
• Maintains an effective and positive working environment.
• Performs related duties as required.

• High School Diploma (or equivalent).
• Two (2) years of professional experience in security operations, public safety dispatch, telecommunications, or call center operations, including facilities, equipment, technology systems, and management practices, is preferred.
• Knowledge of accepted call handling practices for public safety call takers, emphasizing professionalism and customer service, is preferred, including familiarity with the principles and practices of radio communications and the appropriate policies and procedures used in public safety dispatching.
• A basic understanding of the operational needs of public safety responders when receiving dispatch information is preferred.
• Must complete training initiatives and certifications for call receiving and dispatching within six months of hire, including Emergency Telecommunicator Certification (ETC) through the National Academies of Emergency Dispatch (NAED) and CPR Certification.
• The ability to operate various technologies, including modern computers, radio & telephone systems, and monitoring software such as SIS Alarm Center.
• The ability to work independently with minimal supervision and in a busy and fast-paced environment with multiple priorities and competing demands on time.
• The ability to quickly process information from multiple sources (verbal, text, and video), keep information clear, make quick decisions based on minimal information, and accurately recall information on demand, especially names, numbers, and incident details.
• Deal with sensitive information discreetly and professionally, and carefully follow prescribed rules, regulations, and procedures.
• Be able to work in a shift-work environment with variable hours of work and schedule, and be available for overtime as needed.
• Proficiency in languages other than English is preferred.

Work Environment & Physical Requirements

• Essential employee status.
• Callback and overtime are required.
• 24/7 operations with work scheduled on days others consider holidays.
• The ability to operate personal computers, view computer screens, alarm monitors, and CCTV monitors, and listen to radio and telephone communications for long periods is required.
• Sitting or standing at a stationary workstation for extended periods is required.

BOSTON RESIDENCY REQUIRED

Terms:

Union/Salary Plan/Grade: SEIU/NP1-16
Hours per week: 40