Police Communications Operator I - Entry Level

The Community of Carlsbad: This nearly 40 square mile city is ideally situated in north San Diego County with an approximate population of 115,000. It offers a great climate, beautiful beaches, lagoons, and abundant natural open space. World-class resorts, family attractions, well-planned neighborhoods, a diverse business sector, and a charming village atmosphere combine to create the ideal California experience.

DEI Statement: The City of Carlsbad embraces diversity, equity and inclusion in the workplace and recognizes the vital relationship of a culturally diverse, engaged work environment and innovative excellence. A diverse, equitable and inclusive work climate comprises personal experiences, values, and views shaped from differences of culture and circumstance. Our organization appreciates belonging, creativity, recognition and retention of its employees and is committed to hiring and developing motivated, productive and talented employees who provide services and enhance our quality of life. We work to embrace open and equitable access to opportunities for learning and development as our responsibility and goal.

The Position: Communications Operator I is an entry-level police dispatch position for candidates with little or no public safety dispatching experience. A Communications Operator I will undergo training to develop skills in handing 911 emergency phone calls, radio dispatching to officers in the field, and in using various law enforcement databases and technology in a team environment. To be successful in training, Communications Operator I employees must demonstrate the ability to multi-task, make quick decisions, and use good judgment skills. Within one year from the date of hire, the employee will complete a 120-hour POST basic dispatcher course. Employees who successfully complete training and the probationary period will progress to the journeyman classification of Communications Operator II.

Dispatch operations run on a 24-hour per day, seven day a week schedule. This position works on a rotating shift basis, holidays and weekends.

Testing: Complete and pass the CritiCall Dispatcher Exam, which consists of the following modules:

Decision Making

Keyboarding

Data Entry

Data Entry (Audio)

Call Summarization

Cross Referencing

Memory Recall (Audio)

Prioritization

Reading Comprehension

Proofreading

Map Reading Rural

Map Reading Urban

• If you are selected to continue in the process, you will be sent detailed information on the CritiCall Exam and a link to take the exam.
• If a passing score is achieved on all sections of the CritiCall Exam, you will then be invited to an Oral Panel interview.
  • CritiCall testing will occur on an ongoing basis until April 15.
  • Panel interviews will be conducted on a rolling basis through the week of April 22.

• Receive routine and emergency calls and dispatch police units using a virtual telephone, computer equipment and/or a two-way radio console as well as a keyboard and mouse, trackball or foot pedal.
• Perform multiple tasks simultaneously, such as receive, document and disseminate information accurately in both written and oral form, enter information into and retrieve information from computer systems and read information from multiple computer screens.
• Document facts accurately, legibly, and completely during multiple/emergency call situations, coordinate activities within the City departments as well as with other emergency service and other government jurisdictions.
• Monitor other radio frequencies, dispatching appropriate emergency units when necessary.
• Take and evaluate reports, handle complaints, and requests for service over the phone and in person.
• Elicit information, quickly and accurately analyze situations and choose an effective course of action for both emergency and non-emergency situations.
• Provide responsive, high quality service to City employees, representatives of outside agencies and members of the public by providing accurate, complete and up-to-date information, in a courteous, efficient and timely manner, screen and refer selected problems to appropriate supervisor.
• Use computer terminals to inquire, enter and check data in local, state, and national information databases.
• Perform routine cleaning and maintenance of radio/dispatch equipment.
• Perform other related duties as assigned.

Knowledge of:

• Basic organization and functions of municipal police and fire departments.
• Basic emergency (911) system functions and operations, basic geography of the City of Carlsbad and San Diego County.
• Familiarity with the Police Department's Mission, Vision and Values.

• Effectively operating telephone, radio, computer terminal and other related equipment or systems in the Communications Center.
• Eliciting from, and explaining information effectively and accurately to, a wide variety of callers.
• Providing excellent customer service both in person and on the phone to every caller, regardless of who they are.
• Providing information relevant to maintaining the safety of field personnel, communications, analyzing situations accurately, reasoning clearly, and adopting effective courses of action even during times of stress or life-threatening peril.

• Learn to operate radio, telephone, and computer terminal equipment, and properly dispatch emergency units under extreme pressure.
• Learn to handle multiple situations on a simultaneous basis.
• Learn to understand, interpret and process radio traffic and telephone calls despite considerable background noise, static and interference.
• Keep a spirit of collaboration and cooperation within the Communications Center, regardless of the amount of stress/activity going on and establish and maintain cooperative relationships with those contacted in the course of work.
• Remain calm and communicate precisely and clearly in emergency situations.
• Exercise sound judgment in making priority decisions.
• Read maps, grids and written instructions.
• Deploy emergency equipment within specific guidelines.
• Learn and articulate rules and procedures involved in release and maintenance of police records and files.
• Document facts accurately, legibly and under pressure during multiple emergency call situations; understand and carry out oral and written directions.
• Perform duties effectively with a minimum of supervision.

Any combination equivalent to the experience and education that could likely provide the required knowledge and abilities is qualifying.

To be considered, applicants must submit a City Application and Supplemental Questionnaire. Candidates whose applications indicate education and experience most directly related to the position will be invited to participate in the selection process. All notices will be sent via e-mail.