Emergency Telecommunications Dispatcher

Interested in one of the most exciting, fast-paced, high-tech jobs in public safety? Consider being an Emergency Telecommunications Dispatcher with the City of Cambridge. You would work in the City's state-of-the-art Emergency Communications Center and answer 911 calls as well as dispatch for police, fire, and EMS. For more general information about police, fire, and EMS dispatching go here.

Current Cambridge Exam Process News: There is no currently scheduled Cambridge Telecommunicators Exam. Please continue to check this website and the City of Cambridge job posting site for the most current information.

Job Description (generic; see city Personnel Dept. posting for official information)

ESSENTIAL DUTIES AND RESPONSIBILITIES: Test, monitor and operate police and fire signaling systems. Receive police, fire and EMS-related emergency calls. Dispatch police, fire, EMS and other emergency units and personnel as needed. Monitor and operate radio, computer, telephone and other specialized equipment in support of public safety communications and dispatch functions. Perform other dispatch, signal monitoring, and communications support duties as assigned. Working under the supervision of the Communications Supervisor/Senior ETD the ETD will have detailed job responsibility in the following major areas: 1. Dispatching Public Safety Personnel and Resources 2. Understanding Police and Fire Field Operations and Procedures 3. Monitoring E911, Police, Fire and Central Station Signaling Equipment 4. Screening Telephone Calls and Obtaining Information 5. Providing Information to the Public and Other Agencies 6. Providing Emergency Medical Dispatch Services and Instructions 7. Testing Fire Alarm Signaling Equipment 8. Servicing Field Unit Requests for Service 9. Reporting and Recordkeeping 10. Troubleshooting Signaling Equipment 11. Operating General Facility Equipment 12. Continuing Training 13. Maintaining the Facility 14. Undertaking Special Projects ETD's receive a variety of operational and technical training in support of their duties. ETD's work in a combined 911 and Public Safety Dispatch environment handling police, fire, and medical emergencies. Based on training, console position setup, and the discretion of supervisors, ETD's will be expected to work at any position including those primarily responsible for call answering, police dispatching, fire/EMS dispatching and computer operations. ETD's may also be assigned a wide variety of special duties at the discretion of Department management, including support duties in the Emergency Operations Center. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MINIMUM REQUIREMENTS: A high school degree or GED is required. Applicants will undergo a multi-part Dispatcher Screening Process. The first part involves a test of basic knowledge which is open to all eligible applicants. Applicants will be notified of the place and time of this written test. Candidates who are top-ranked in this test must then pass a Dispatcher Aptitude Test, be able to pass a test of typing no less than 30 WPM net of errors, and be ranked according to their Dispatcher Screening Process scores. They must also complete a thorough background and criminal history review. They must have interest in, and be suitable for, work in a combined police, fire, and EMS dispatch center. Also required is maturity of judgment and the following abilities. Ability to learn and understand the basic field operations and procedures of the police and fire departments. Ability to manage police-fire dispatch operations and support units and field commanders requesting resources and support actions. Ability to use various technical systems including computerized dispatch, signaling, alarm monitoring, telephone console, and general personal computer equipment. Polite but authoritative telephone voice and manner. Ability to understand and skillfully manage emergency and business callers. Ability to be understood clearly by others over radio and telephone circuits. Ability to accurately record the detail of telephone and radio conversations. Ability to remain calm under the pressure of emergencies, peaking workloads, and multiple (simultaneous) responsibilities. PREFERRED: Candidates are encouraged, but not required, to have experience in one of the following job areas: police, fire, or EMS dispatcher; police officer, firefighter or EMT/paramedic; police/fire alarm or telecommunications system installer; call center operator or dispatcher in non-public safety agency or private agency. A bachelor’s degree in Criminal Justice or a related field is also preferred. Also preferred are having career goals in Emergency Telecommunications and being Bi-lingual in English and either Spanish, Portuguese or Haitian-Creole.

RATE: $17.18-$24.32/hour (as of previous hiring process in Spring 2006)

APPLICATION PROCEDURE: Internal applicants, submit job bidding form and 2 copies of both your resume and letter of interest; external applicants, submit 2 copies of both your resume and letter of interest by 5:00 pm on the closing date to: Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge, MA 02139. Fax: (617) 349-4312. Email: employment@cambridgema.gov.

THE CITY OF CAMBRIDGE IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER. WOMEN, MINORITIES, VETERANS, AND PEOPLE WITH DISABILITIES ARE STRONGLY ENCOURAGED TO APPLY.

CITY OF CAMBRIDGE RESIDENTS ESPECIALLY ARE ENCOURAGED TO APPLY.

ADDITIONAL INFORMATION:

Training

Initial training consists of a five-week pre-service course followed by 5-6 months of structured on-the-job training as a workgroup trainee. Certifications achieved during training include APCO Basic, State E911, MPD EMD, State CJIS, Cambridge Call Taking, and either Cambridge Basic Fire Dispatch or Cambridge Basic CJIS for Police Dispatch. Initial training runs co-terminously with a 6-month probationary period.

Work Schedule

After Pre-service training, dispatcher trainees are typically assigned to a regular workgroup (as a trainee) that works a 10-day rotating shift work cycle (6 days on and 4 off, sort of) with the rotation being 2 day shifts, 2 evening shifts, and 2 overnight shifts followed by a 96 hour off-duty block and then the cycle repeats starting on a different day of the week. Each of 5 rotating shift workgroups has a Supervisor and 4-5 dispatchers; other dispatchers are assigned to overlay straight shifts.

A sample 2-week slice of a rotating shift schedule is as follows:

After training is completed, assignment is made to a straight-evening position, a relief position, or a regular workgroup depending on the needs of the department.

Salary and Benefits

Dispatchers receive base pay, incentive pay and benefits. Base pay is based on a 7-step scale. New dispatchers can start at Step 2 or 3 is they have at least one-year (often more) of prior dispatching and/or public safety experience. The base hourly pay for ETD's in May 2005 has the following step increments:

Late 2005 rates:

Step increases are awarded yearly up until the top (i.e., 7th) step) is reached. Step increases are in addition to any cost-of-living increases. Cost-of-living increases or raises are determined through collective bargaining; they have averaged from 2.5 to 4.5% yearly over the last number of years.

A variety of incentive pay is available.

• Dispatchers are eligible for $750/year (paid as a lump sum in July) in incentive pay if they achieve CPR/ EMD re-certification each year.
• They are eligible for $300/year (added to the base hourly rate) when they can demonstrate typing proficiency of 30 WPM, respectively (net of errors).
• An additional typing incentive is available for dispatchers who can pass the City Personnel typing test at 40, 50, and 60 WPM (each level adds $0.05/hr to base pay).
• Experienced dispatchers are eligible for $2,000/year (added to the base hourly rate) if they achieve Joint Dispatch certification (meaning they are proficient in all five dispatcher specialties: Call Taking, Advanced Fire Dispatch, Advanced Police Dispatch, CJIS Operations, and Emergency Medical Dispatch).
• Experienced dispatchers who are certified to the ECD Communications Training Officer program (CTO's) are given ad additional $0.50/hr when they are engaged in specific department-directed training activities.

Benefits include a Health Plan (the city pays about 88% of any one of 4-5 HMO premiums), a Vision Plan (100% paid by the city), and a Dental Plan (100% paid by the city).

New in late 2005: Dispatchers now get an additional time and half pay for any shift worked that falls on a holiday.

A Clothing Allowance is paid of $400 in years 1 through 3, $500 for years 3 to 4, $600  for years 4 to 5, and $700 after 5 years (paid quarterly).

New dispatchers, after hire, are provided with an initial set of departmental uniforms (typically 6 polo shirts with patch, 4 blue pants, and 1 sweater or sweatshirt with patch). Replacement or additional uniform items are purchased by employees from their clothing allowance.

Overtime is paid at time and one-half. Dispatchers receive a vacation allowance of 2 weeks a year after the first year of employment (no vacation is provided during the first year). This rises to 3 weeks after 5 years, 4 weeks after 10 years, and 5 weeks after 20 years.

Dispatchers contribute 8.5% of their pay to the city retirement fund. Currently, Dispatchers are "vested" (i.e., eligible  for retirement) after 10 continuous years of employ. Those who leave the city's employ and retirement system with less than 5 years of service are eligible to get their 8.5% contributions paid back with no interest; those who leave with between 5 and 10 years of service get contributions plus a system-specified interest rate. Dispatchers in Cambridge have been approved by the City retirement system for "Group 2" membership which means that the maximum benefits are achieved (given lengthy tenure of 32 years) after 60, rather than 65, years. Check with the independent Cambridge Retirement Board for more or up-to-date information.

Dispatchers must also pay union dues to Teamsters (or an agency fee of the same amount if they choose not to become a member of the union).

All Dispatchers are expected to fill all needed shifts which includes being subject to mandatory holdover on a reverse seniority basis and to conform to all departmental and city policies and procedures.

* All financial data is subject to change without notice.