Security Operations Dispatcher (Municipal Protective Services Operations)

City of Boston; Hall City (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

The City of Boston – Municipal Protective Services (MPS) Operations is seeking a Security Operations Dispatcher to receive emergency and non-emergency calls and dispatch public safety resources. This 24/7 role supports over 600 properties and coordinates with field personnel via telephone, radio, and alarm monitoring software.

Reporting to the Shift Supervisor, the position requires a high school diploma, public safety dispatch experience, and certification within six months.

Qualifications

• High School Diploma or equivalent.
• Two years of professional security operations or dispatch experience preferred.
• Knowledge of public safety call handling and radio protocols.
• ETC certification and CPR training within six months of hire.
• Proficiency with computers, radio/telephone systems, and SIS Alarm Center.
• Ability to work independently in a fast-paced, high-stress environment.
• Discretion handling sensitive information and following procedures.
• Shift work with overtime availability.

Responsibilities

• Process emergency and non-emergency signals per protocol.
• Provide clear information to field personnel and operations teams.
• Coordinate with police, fire, and EMS as required.
• Provide daily feedback to supervisor and suggest policy improvements.
• Maintain familiarity with property geography to dispatch resources.
• Ensure effective communications in high-stress situations.
• Perform related duties as required.

Skills

Public safety dispatch

Communications under pressure

Multitasking

Team coordination

Education

High School Diploma

Emergency Telecommunicator Certification (ETC)

CPR Certification

Tools

SIS Alarm Center

Job description

Overview

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

Responsibilities

• 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.

Minimum Entrance Qualifications

• 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.

Terms

BOSTON RESIDENCY REQUIRED

Union/Salary Plan/Grade: SEIU/NP1-16

Hours per week: 40

The City of Boston is proud to be an Equal Opportunity Employer. We invite applications from all qualified individuals and do not discriminate based on race, color, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, military or veteran status, or any other protected category.