Public Safety Dispatcher

Public Safety Dispatcher

  • Full Time
  • Concord

Website Town of Concord, MA


Applications will be accepted until the position is filled.  The most highly qualified candidates will be invited to one or more interviews and/or other assessments. All applicants will be notified of their standing in the process as soon as a decision has been made regarding their individual application.

Appointment of the final candidate will be contingent upon the results of pre-placement conditions including criminal and credit record checks, a physical exam, a drug screening, and a thorough background investigation. Costs for these pre-placement requirements will be borne by the Town.


For more information and/to apply or call Human Resources at 9783183025. EEO



Dispatchers perform routine to complex clerical and dispatching work in the operation of the Town’s Public Safety Communications Center. Work involves frequent telephone contact with members of the community.  Many situations are emergency in nature, and individual must be able to think and act clearly and calmly.  Work is performed under the general supervision of the Police Chief, Division Commander, Lead Dispatcher, and the Shift Sergeant.



External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.


§  Answers telephones.

§  Acquires information from citizens and other entities requesting public safety services or assistance.

§  Analyzes alarm system information, given signals, messages, codes, and data, so that the information is properly interpreted in preparation for the allocation of resources.

§  Extracts pertinent information so that accurate information is obtained.

§  Assesses the priority of service requests.

§  Prepares data for dispatch or referral by evaluating, categorizing, formatting and documenting the incident or service related information.

§  Dispatches public safety personnel.

§  Relays information and data as required for resolution, referral, or response to an incident or service request.

§  Responds to requests for information from citizens.

§  Assists citizens in completing departmental forms.

§  Generates correct, complete, and concise records of public safety services requests in accordance with policies and procedures.

§  Maintains departmental records; records information and enters data into computer information system; performs other clerical work as assigned.

§  Maintains communications equipment.


Distinctive Features of Position


§  Duties are stationary …required to sit at telephone/radio console for extended periods of time.

§  Most work is verbal…must receive, evaluate and produce verbal information.

§  Situations are random and duties are reactive…calls/situations are unpredictable.

§  Multiple activities are performed simultaneously and there are frequent interruptions.

§  Interactions with many different people and agencies are required on a daily basis, often at the same time.

§  The work structure is rigid…must work within a framework of many rules, procedures and regulations.

§  Actions and decisions are highly visible… all phone calls and radio transmissions are taped.

§  There is a high level of responsibility with serious consequences if a call or incident is not handled correctly, leading to personal injury or death or loss/destruction of property.

§  Unpleasant situations are encountered and must be dealt with appropriately.

§  Work is often repetitive and alternates between periods of high activity and low activity.

§  Sensitive information is encountered and accessible…discretion must be used.

§  Safety of the public and field officers depends upon how, with little time to spare, duties are performed, information is provided and decisions are made.

§  Public relations are of high importance…The only contact citizens often have with the Police and Fire Departments is through the dispatch center. Your demeanor and competence in handling calls from the public combine to form what is often the first impression that people have about law enforcement agencies.





Education & Experience:

§  Any combination of education and experience that provides the knowledge and abilities shown above is qualifying.  A typical way of obtaining such qualifications is a High School diploma, or equivalent, and work experience which displays dependability and ability to function under stress.


Knowledge, Skills, & Abilities:

§  Ability to communicate clearly and concisely in person, by telephone, and in writing.

§  Ability to assist the public and maintain favorable public relations.

§  Ability to make decisions and judgments based on common sense and values.

§  Ability to maintain composure in stressful situations.

§  Ability to multi-task in a variety of situations.

§  Ability to follow written and verbal instructions.

§  Ability to remember and recall detailed information.

§  Ability to work well with others in a team environment.

§  Knowledge of computer database and word processing equipment; ability to perform data entry and prepare routine correspondence using such equipment.

§  Ability to read, write, and spell the English language.




§  Must not smoke tobacco.

§  Must meet the Town’s requirement relative to residing within the distance defined in the Collective Bargaining Agreement.

§  After receiving training provided by the Concord Police Department, must obtain and maintain all certifications required by State and Department regulations including, but not limited to:  Emergency Medical Dispatch (EMD), CPR, E-911, and APCO Telecommunications.




§  College education.

§  Experience with IMC/Tritech computer aided dispatch systems.

§  Certifications in police/fire telecommunications including but not limited to Emergency Medical Dispatch (EMD) and APCO Telecommunications.

§  Training in stress management and crisis intervention.

§  Knowledge of legal issues affecting police/fire dispatch.

§  First Responder Training.

§  CPR Certification.

§  E-911 Certification.

§  LEAPS/CJIS Certification.



The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job.  The above is not intended to be an exhaustive list of all responsibilities and duties required.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.


This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change.

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