Job Description

FLSA Designation: Non-Exempt
July, 2015


Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

Under general supervision, Police Dispatchers perform the full range of operational duties required in dispatching law enforcement personnel and equipment. Police Dispatchers answer 9-1-1, emergency, and non-emergency calls; interview callers to determine nature and priority of each call; and transmit messages via radio, data terminals, and phone. The Brentwood Police Dispatch Center operates on a 7-day, 24-hour basis and Police Dispatchers are required to work a variety of schedules including nights, weekends, and holidays.

This is the entry and journey-level position in the Police Dispatch series performing routine and complex law enforcement dispatching duties while following City and Police Department policies and procedures. Positions at this level exercise less independent discretion and judgment in matters related to work procedures and methods than positions allocated to higher levels in the Police Dispatch series. While completing a prescribed training program, work is supervised while in progress and changes in procedures are explained in detail. Upon completion of a prescribed training program, work is usually supervised and Police Dispatchers are expected to make sound decisions, in accordance with policies and procedures, using all available information. Advancement to the higher levels in the Police Dispatch series are via a competitive promotional processes.

The following duties are representative of this classification. Police Dispatchers may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address Department needs and changing practices.

  1. Represents the City of Brentwood and the Brentwood Police Department in a courteous and professional manner.
  2. Answers 9-1-1, emergency, and non-emergency calls; interviews callers to determine the nature, priority, and appropriate response or action for each call.
  3. Enters, updates, and processes calls for service in a computer aided dispatch system efficiently and accurately.
  4. Dispatches appropriate units via radio and Mobile Data Computers (MDCs) in accordance with established procedures.
  5. Receives field-initiated requests for emergency and non‐emergency assistance; provides assistance, information, and referrals appropriately.
  6. Tracks and maintains current status of field units.
  7. Enters, updates, and retrieves information from local, state, and national databases relating to wanted or missing persons, stolen property, vehicle registration, stolen vehicles, etc.
  8. Coordinates emergency incidents or calls for service, relaying information and assistance requests involving other public safety entities.
  9. Maintains records of all communications in accordance with Department policy and procedure.
  10. Performs a variety of additional duties related to law enforcement dispatch activities.

The following generally describes the knowledge and ability required to enter the job and/or be learned in a Department prescribed training program in order to successfully perform the assigned duties.

Knowledge of:
Customer service principles and practices. Techniques, policies, methods, terminology, and procedures used in the operation of a modern law enforcement dispatch center. Law enforcement agency procedures and methods for providing services and information including those related to collecting, maintaining, and releasing information, files, and documents. Law enforcement and related public safety agencies providing emergency services within the City of Brentwood and Contra Costa County. Methods and techniques of proper phone etiquette. Modern office procedures, methods, and equipment including computers. English usage, grammar, and spelling.

Ability to:
Establish and maintain effective working relationships with the public, co-workers, supervisors, and inter- and intra- agency personnel. Successfully complete a prescribed training program. Act quickly with resourcefulness, courtesy, and initiative. Perform multiple tasks at one time. Communicate effectively with callers who may be injured, hysterical, or angry. Communicate clearly and concisely, both orally and in writing. Work under steady pressure, high stress, with frequent interruptions and a high degree of public and officer contact. Accomplish tasks in a controlled and competent manner while working under stress. Use sound judgment in following and applying appropriate laws, regulations, policies, and procedures. Operate law enforcement computer systems, radio consoles, enhanced 9-1-1 telephone systems, and other associated public safety dispatch equipment. Type and enter data accurately and at a speed necessary for successful job performance. Understand the organization, operation, and services of the City, Police Department, and outside agencies as necessary to assume assigned responsibilities. Follow oral and written direction and instruction. Understand, interpret, and apply general City and departmental policies and procedures. Courteously respond to community issues, concerns, and needs. Use applicable law enforcement terminology and procedures. Pass a comprehensive law enforcement background investigation. Testify in court. Read, write, spell, and speak English in a clear and concise manner.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Equivalent to the completion of the twelfth grade. Must successfully complete a Police Department prescribed training course.

One year of work experience that demonstrates a general aptitude for working in a highly automated, stressful, multi-tasking environment. Completion of the California POST Public Safety Dispatchers’ Basic course within the past 12 months may be substituted for one year of experience.

Possession of, or ability to obtain, an appropriate driver’s license may be required for some positions. Completion of Department of Justice Telecommunications training for full access operator and the California POST Public Safety Dispatchers’ Basic Course may be required.

Other Requirements:
Must be at least eighteen (18) years of age and be available to work any shift, holidays, and weekends..

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed primarily in a standard office environment with extensive public contact and constant interruptions. Police Dispatchers are required to work evenings, weekends, holidays, and rotating shifts.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate dispatch equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

Vision: Police Dispatchers must see in the normal visual range with or without correction.

Hearing: Police Dispatchers must hear in the normal audio range with or without correction.