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 Public Safety Dispatchers 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 Public Safety Dispatcher assigned to a specific job.
This is a Continuous Recruitment. Candidates are only eligible to apply once every 30 days. Candidates who earn their place on the resulting eligible list may remain active on the eligible list for up to one (1) year. 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
Essential Duties:
What you will do:
Duties may include but are not limited to the following:
Receive emergency calls from the public requesting police, fire, or other related services; determine nature and location of emergency; determine priority and dispatch emergency units as necessary and in accordance with established procedures; coordinate emergency calls and relay information and assistance requests involving other law enforcement agencies.
Use a computer aided dispatch (CAD) system to enter calls for service/radio traffic and monitor real-time status of situations; use an automated records management system (RMS) related to public safety activities to enter and retrieve information.
Maintain contact with all units on assignment; maintain status and location of field units and monitor radio frequencies of outside public safety agencies.
Receive incoming telephone and voice radio calls for non-emergency assistance; dispatch animal control, utilities and street maintenance staff as needed.
Enter, retrieve, and update information from teletype networks, including the California Law Enforcement Telecommunications System (CLETS) relating to wanted persons, stolen property, vehicle registration, stolen vehicles and other information.
Maintain familiarity with major roads, streets, areas, and industrial and public facilities within City boundaries.
May complete recovered stolen vehicle reports in accordance with established procedures.
Relay emergency and non-emergency information to public safety personnel and other agencies in the field.
Monitor multiple frequencies.
Determine and report the need for equipment repairs.
Receive structured classroom and on-the-job training.
Assist in relaying information during response to natural disasters.
Perform the duties of a Public Safety Call Taker, as assigned.
Perform related work as necessary.
JOB RELATED AND ESSENTIAL QUALIFICATIONS
Knowledge of:
- Emergency telephone answering techniques, policies, and procedures.
- General policies and procedures used in the operation of the City's dispatch center.
- Primary roads, streets, highways, areas, major buildings, and public facilities within the City's boundaries.
- Standard radio broadcasting procedures and rules associated with operation of an emergency services communication network; learn to monitor multiple frequencies.
- Radio and other codes used in the creation of computer aided calls for dispatch.
- Correct telephone answering techniques, policies, and procedures.
- Use of various police report forms.
- Correct English usage, including comprehension and grammar.
- Modern office equipment and methods including use of computer applications in word processing.
- Principles and practices of customer service.
Ability to:
- Read, write, spell, and speak in concise English.
- Follow oral and written instructions.
- Deal tactfully with the public and others.
- Work in a confined area and wear a headset.
- Remain calm during emergencies and obtain relevant information from callers who are in stressful situations.
- Answer and prioritize calls for emergency and non-emergency police, fire, and other City services and to dispatch appropriate units in response in a courteous manner.
- Accurately enter information in the computer system while receiving information by telephone.
- Operate a computer aided dispatch system, video display terminal, teletype and other computer programs and equipment related to public safety communications and records.
- Interpret maps.
- Effectively perform emergency telephone answering and processing duties.
- Read and comprehend information and instructions.
- 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.
- Speak clearly and concisely via radio, telephone and in person.
- 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
Public Safety Dispatcher
Minimum Qualifications:
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.
OR
Two (2) years of experience as a public safety dispatcher for a Public Safety Answering Point, including heavy public contact while performing multiple tasks and using a computer-aided dispatch system.
Education: Equivalent to the completion of the twelfth (12th) grade.
Licenses and Certificates: Completion of the California Commission on Peace Officer Standards and Training (POST) Basic Public Safety Dispatcher Course Certification within one year of hire
Supplemental Information:
BENEFITS AND REWARDS:Depending on employee group, some of these benefits may include:
- Alternative Work Schedule and/or Telecommuting
- Vacation - 80 hours minimum
- 15.5 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 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 questionnaireThe 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 thirty (30) days. 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 other agencies as long as they meet our cutoff scores. Please see Exam Information below 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 other agencies that meet 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 KPH3. Call Summarization 1 - 63%4. Call Summarization 2 MT – 62%
5. Cross Referencing (Audio) – 51%
6. Memory Recall – 69%
7. Memory Recall-Numeric (Audio) – 65%
8. Prioritization – 69%9. Map Reading - 68%10. Spelling – 71%
11. Sentence Clarity – 65%
12. Reading Comprehension - 56%
13. Overall Non Data Entry – 63%
14. 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 and typing examination once every thirty (30) days. 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.
APPLICATIONSCandidates 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.
The City of Hayward is an Equal Opportunity Employer 
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