Communications Operator (Dispatcher)

Communication Operators may receive a hiring bonus of up to $10,000 disbursed in four equal phases: $2,500 upon acceptance of a final offer of employment; $2,500 upon successful completion of the Training Program; $2,500 upon successful completion of the probationary period; and $2,500 two years after the completion of the probationary period. 

DEADLINE TO APPLY:  Applications are reviewed weekly. This is an open continuous recruitment. Qualified candidates are encouraged to apply immediately.

EXAM DATE:  Exam links will be sent on a weekly basis. Candidates will be placed on eligible lists once they complete all the evaluation steps.

THE POSITION: The Communications Operator uses a computer-aided dispatch system to receive calls and dispatch police, fire or other City services by answering emergency and non-emergency calls and providing assistance.

The Hayward Police Department Communications Center is responsible for dispatching both Police and Fire Services throughout the City of Hayward. The Hayward Police Department is one of 18 CALEA (Commission on Accreditation for Law Enforcement) accredited police departments in California and is committed to maintaining CALEA's high standards and broadly recognized excellence.

The Communications Center is frequently the first point of contact when a community member requests assistance. The information gathered by the communications operator during this contact is critical to a positive outcome. The Communications Center consists of six (6) stations with each communications operator assigned to a specific job.

This is a Continuous Recruitment. Candidates are only eligible to apply once every three (3) months. Candidates who earn their place on the resulting eligible list may remain active on the eligible list for up to one (1) year.

Note: The eligible list established from this recruitment may be used to fill Call Taker vacancies.

You (are):

Can remain calm and professional under stress

Can multi-task

Intent on providing excellent service to the Hayward Community

Desire to Improve Hayward's Quality of Life

Value Integrity and Accountability

Seek continuous Improvement

Professional and respect all who live and work in our community

What you will do:

Duties may include but are not limited to the following:

Receives emergency and non-emergency calls from the public, private companies and other jurisdictions.

Dispatches police and fire personnel or other City services in response to such calls.

Relays emergency and non-emergency information to public safety personnel in the field.

Relays information to other agencies as required.

Monitors multiple frequencies.

Maintains accurate record of location and status of public safety units.

Operates a manual dispatch system when necessary.

Assists in relaying information during response to natural disasters.

Performs related work as necessary.

CORE COMPETENCIES 

Knowledge of:

• English usage, including comprehension and grammar.

Ability to:

• Read and comprehend information and instructions.

• Learn to operate manual and computer aided radio and telephone equipment in dispatching public safety equipment and personnel.

• Perform several job tasks effectively under pressure for sustained periods of time.

• Memorize and retain information from a variety of sources.

• Interpret information from distraught, incoherent or angry callers and relay critical facts to appropriate emergency or nonemergency personnel.

• Assign priorities both to incoming calls and to the dispatch of calls for service.

• Speak clearly and concisely via radio, telephone and in person.

• Respond to requests for emergency and nonemergency services in a professional and courteous manner.

• Type accurately at a speed of 35 words per minute.

• Work various shifts, including day, swing and graveyard as well as weekends and holidays.

• Establish and maintain effective working relationships with those contacted in the course of work.

A complete job description and list of duties can be found at Commuinications Operator Job Class You have:

Any combination equivalent to experience and education that could likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Experience: Two (2) years of heavy public contact experience while performing multiple tasks simultaneously. Public Safety dispatch experience is desirable.

Education:  Equivalent to the completion of the twelfth (12th) grade.

License:  Completion of the California Commission on Peace Officer Standards and Training (POST) Basic Public Safety Dispatcher course is highly desirable.

OTHER REQUIREMENTS

Type accurately at a speed of 35 words per minute.

BENEFITS AND REWARDS:

Depending on employee group, some of these benefits may include:

• Alternative Work Schedule and/or Telecommuting

• Vacation

• 80 hours minimum

• 14 Paid Holidays

• Generous employer contribution for Health, Dental and Vision coverage

• CalPERS Defined Benefit Retirement Plan (2.5% at 55 for Classic CalPERS members | 2.0% at 62 for New CalPERS members | 3.0% at 50 for Classic Safety members | 2.7% at 57 for New Safety Members) - No Social Security participation.

• Life and Disability Insurance and Paid Leave

• Flexible Spending Accounts

• Tuition Reimbursement

• Health and Wellness Reimbursement

• Professional Development Reimbursement

• 457 Deferred Compensation Plan (employee paid)

SELECTION PROCEDURE

1.Apply - submit a completed City of Hayward job application typing certificate, and responses to the Supplemental Questionnaire, which fully describe the nature of your professional experience and qualifications.

2.Application Review -

A. Minimum qualifications

B. Completion of the supplemental questionnaire

The rating of the supplemental questions may determine application status and/or rank on the eligible list.  Applications submitted without all required materials will not be considered.

3.Pre-Background Questionnaire Survey Monkey

- Complete the survey truthfully and thoroughly.

4.Job Related Testing (examination)-

a. Typing Assessment (Pass/Fail): Candidates will be invited to participate in an online typing assessment. Candidates must demonstrate the ability to type at least 35  net words per minute. A typing certification will NOT be accepted in lieu of the required typing assessment; all candidates are required to take and pass the typing assessment. Candidates are only permitted to participate in the typing assessment once every 3 months. 

b.  CritiCall Test (Weighted 100%): Candidates who pass the required typing assessment will be invited to participate in the on CritiCall Test.

Note: We DO accept CritiCall results from South Bay Regional Training Consortium (The Academy).  Please see Exam Information for more details. 
5.Eligible List

• The examination process will result in a ranked eligible register of candidates for hiring consideration by the department.  

6.Department Interviews

• Actual hire depends on success in the departmental selection process.
  7.Background -  Penal Code §13510(c) authorizes POST to establish minimum standards for recruiting and training public safety dispatchers working in agencies that participate in the POST program.   In addition, public safety dispatches are required to go through a thorough background investigation in the State of California.  View Document

• California Code of Regulations (westlaw.com)

Therefore, background will include but not be limited to employment history, personal references, criminal history, credit history, a polygraph examination, medical examination, drug urinalysis test, and a written and oral psychological examination. During the background process, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction conflicts with the specific duties and responsibilities of the position. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances. Having a conviction history does not automatically preclude you from a job with City of Hayward.

EXAM INFORMATION

Typing Assessment:  Candidates must participate in the City of Hayward's virtual typing assessment and achieve passing score of net 35 words per minute to advance in the recruitment process.  A typing certificate will NOT be accepted in lieu of the required typing assessment.

CritiCall Test:

A. Submit passing CritiCall Test Results

- Candidates who possess CritiCall Exam results from South Bay Regional Public Safety Training (The Academy) with minimum passing scores (within the last 12 months) listed below  may submit results attached to their application.  This will waive the CritiCall portion of the testing requirement but not the required typing test.

B.  Participate in CritiCall Virtual Test

• Candidates who pass the required typing assessment and who do not possess passing CritiCall test scores from The Academy, will be invited to participate in the virtual CritiCall test.  CritiCall is public safety dispatcher pre-employment skills test which simulates and measures dispatcher job related areas and provides a realistic preview of the job.

Minimum exam scores: 
1.  Decision Making - 

2.  Data Entry MT (Audio)

• 1740 KPH
  3.  Call Summarization 1

• 63%

3.  Call Summarization 2 MT - 62%

4.  Cross Referencing (Audio) - 51%

5.  Memory Recall

• 69%

6.  Memory Recall-Numeric (Audio)

• 65%

7.  Prioritization

• 69%
  8.  Map Reading

• 68%

9.  Spelling

• 71%

9.  Sentence Clarity

• 65%

10.   Reading Comprehension

• 56%  

11.    Overall Non Data Entry

• 63%

12.   Overall Data Entry

• 1740 KPH

Visit the CritiCall Test vendor's website for test information and applicant frequently asked questions: CritiCall F.A.Q. For a preparation guide please visit: CritiCall Test Preparation Guide

Candidates are only permitted to participate in the CritiCall Performance assessment once every 3 months. 

Please note; test dates are tentative and subject to change at the City's discretion.

Applicants will be notified electronically via Government Jobs as to their status in the selection process.  It is the responsibility of the applicant to ensure they can receive email notice from Neogov/Government Jobs and the City of Hayward.

The City of Hayward reserves the right to modify the selection process as necessary to conform to administrative or business necessity.

APPLICATIONS

Candidates are encouraged to apply online at www.hayward-ca.gov under the Current Vacancies tab or at www.GovernmentJobs.com.  Paper applications can be obtained by contacting the Human Resources Department at (510) 583-4500.  Office hours are Monday through Friday, 8 a.m. to 5 p.m.

Apply prior to the closing time of the job announcement and allow at least one (1) hour to submit your application if you are a new user to the system.  Our on-line application system is provided by NeoGov. If you have problems while applying online, please contact the NeoGov Help Desk at (877) 204-4442.