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.
OR!GINAL
CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
From:
LINN LIVINGSTON
Subject: SALARY ADJUSTMENT FOR
DISPATCHERS I & II, DISPATCHER
SUPERVISOR, AND POLICE/FIRE
COMMUNICATIONS MANAGERS
Dept:
HUMAN RESOURCES
Date: February 23, 2006
M/CC Meeting Date: Mar. 6, 2006
Synopsis of Previous Council Action:
On February 27,2006, the Personnel Committee recommended this item for approval.
Recommended Motion: ~3.3L/r
1. Adjust the salary range for Dispatcher I, Range 1366, $2,755~:f,~4!l/month to Range 1382,
$2,984-$3,627/month.
2. Adjust the salary range for Dispatcher II, Range 1385, $3,029-$3,681/month to Range 1401,
$3,280-$3,987/month.
3. Adjust the salary range for Dispatch Supervisor from Range 2423, $3,660-$4,449/month to
Range 2439, $3,965-$4,819/month.
4. Adjust the salary range for Police Communications Manager, Range 2451, $4,209-$5,116 to
Range 2467, $4,559-$5,541/month.
5. Adjust the salary range for Fire Communications Manager, Range 2441, $4,004-$4,867 to
Range 2457, $4,337-$5,2721month.
6. Authorize the Human Resources Department to update ;Resolution Nos. 64 ~and 2005-428
to reflect these actions. '\, ,! (' '" '
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Contact person:
Linn Livinqston
Phone:
384-5161
Supporting data attached: Yes
Ward:
FUNDING REQUIREMENTS:
Amount:
$185.700 Annuallv
Source: (Accl. No.) 001-221-XXXXl001-205-XXXX
(Accl. Description) Salaries/Benefits
Finance:
Council Notes:
Agenda Item No.
/1
3/&/D6
'j
CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
Staff Report
Subiect:
Authorize salary adjustments for Dispatchers I & II, Dispatch Supervisor, and PolicelFire
Communications Managers.
Back2round:
The City of San Bernardino operates a co-located, public safety, emergency communications
center housed at the Police Department. The center is comprised of fire and police dispatchers
working 24 hours/7 days a week who provide the essential first link between field police and fire
personnel and the public. The communications center is one of the busiest in Southern California
for small .to medium sized cities. A survey of 911 telephone calls for calendar year 2004
completed by the Police Department illustrates the heavy workload that police dispatchers handle
daily.
Authorized No. of 9-1-1 Emergency Average Number of
Police Dispatchers & Telephone Calls 911 Calls Handled Per
Police A2ency Supervisors for 2004 Police Dispatcher
San Bernardino 30 149,936 4,997
Riverside 41 160,406 3,912
Anaheim 35 90,320 2,581
Pasadena 26 58,016 2,231
Pomona 28 48,000 1,714
Garden Grove 18 36,000 2,000
Additional1y, fire dispatchers work under a heavy workload. In 2004, fire dispatchers handled
121,602 incoming telephone calls, including 23,225 911 emergency calls for service. This
equates to 2,322 911 calls per fire dispatcher. Fire dispatchers conduct Emergency Medical
Dispatch (EMD) and handle major fire incidents on a separate radio channel. These types of
activities place additional stress and demands on fire dispatchers that are exasperated by shift
vacancies. The Fire Department faces similar problems in recruiting, hiring and retaining
qualified fire dispatchers.
Recruitment and retention of qualified 911 dispatchers has become a critical personnel issue for
both the Police and Fire Departments, as the dispatcher pay has fallen behind other agencies in
Southern California who compete for the same pool of job applicants. A dispatcher salary survey
of Inland Empire area agencies conducted by the Human Resources Department shows that of
the nine surveyed cities in Southern California, pay for San Bernardino police dispatchers was
ranked th lowest with only cities of Rialto and Colton paying less.
.;
City Dispatcher I Dispatcher II
LOW HIGH LOW HIGH
Riverside 3,092 3,409 3,580 4,351
Chino 3,182 3,868 3,516 4,274
Pomona 3,090 3,755 3,410 4,146
Fontana 2,988 3,632 3,285 3,993
Averaee 2,927.13 3,520.50 3,229.63 3,932.63
Corona 2,927 3,573 3,218 3,928
Ontario 2,812 3,453 3,099 3,805
San Bernardino 3,315 3,645
'difference from avera2e) 2,727 -6.2% 2,998 -7.9%
Rialto 2,675 3,251 2,945 3,580
Colton 2,651 3,223 2,784 3,384
The Police and Fire Departments are experiencing problems attracting and retaining higher
caliber applicants due to the low pay scale and disproportionately high workload. For example,
since January 1999, 18 Police dispatcher trainees out of the 34 hired (53%) have failed probation
or were transferred to lower job classifications within the department due to performance
deficiencies. These high levels of turnover cause the Dispatcher Center to constantly operate
understaffed and highly dependent on using overtime to provide minimum staffing in the
Dispatch Center. Overtime expectations of employees further affects working conditions
negatively and have led to veteran dispatchers transferring to better paid or less busy agencies.
The Human Resources, Fire and Police Departments are recommending an 8% salary adjustment
for the classifications of Dispatcher I and Dispatcher II, which would place Dispatcher I and
Dispatcher II salary scales slightly above the average of the nine surveyed cities. Additionally,
we are recommending an 8% salary adjustment for Dispatch Supervisor and PolicelFire
Communications Managers to avoid salary compaction between the dispatcher ranks. An 8%
increase for Dispatcher I and Dispatcher II would raise San Bernardino from the ih to 5th ranked
cities as illustrated below.
8% Increase
Citv Dispatcher I Dispatcher II
Riverside $3,092 $3,409 $3,580 $4,351
Chino $3,182 $3,868 $3.516 $4.274
Pomona $3.090 $3,755 $3,410 $4,146
Fontana $2.988 $3,632 $3,285 $3,993
San Bernardino $3,580.20 $3,936.60
I(difference from avera2e) $2,945.16 (+0.6%) $3,237.84 (+0.1 %)
AveraJ[e $2,927.13 $3,520.50 $3,229.63 $3,932.63
Corona $2,927 $3,573 $3.218 $3,928
Ontario $2,812 $3,453 $3,099 $3,805
Ria1to $2.675 $3,251 $2.945 $3,580
Colton $2,651 $3,223 $2.784 $3,384
Financial Impact:
Adjust the salary ranges for the following positions by 8%:
Dispatcher I - (3) Employees
From Range 1366, $2,755-$3,348/month
To Range 1382, $2,984-$3,627/month
3 employees x $279/mo x 12 months x 16.25% benefits = $ 11,676 (annual cost)
Dispatcher II - (32) Employees
From Range 1385, $3,029-$3,681/month
To Range 1401, $3,280-$3,987/month
32 employees x $306/mo x 12 months x 16.25% benefits = $136,598 (annual cost)
Dispatch Supervisor - (5) Employees
From Range 2423, $3,660-$4,449/month
To Range 2439, $3,965-$4,819/month
5 employees x $370/mo x 12 months x 16.25% benefits = $ 25,808 (annual cost)
Police Communications Manager - (1) Employee
From Range 2451, $4,209-$5,116/month
To Range 2467, $4,559-$5,5411month
1 employee x $425/mo x 12 months x 16.25% benefits = $ 5,929 (annual cost)
Fire Communications Manager - (1) Employee
From Range 2441, $4,004-$48,67/month
To Range 2457, $4,337-5,272/month
1 employee x $405/mo x 12 months x 16.25% benefits = $ 5,650 (annual cost)
The cost for the remainder ofFY 2005-06 is approximately $54,000. Annual recurring costs will
be approximately $185,700. The Departments will absorb the cost for the current fiscal year.
Future costs related to this change will be added to the Police and Fire budget in FY 06-07.
Employees who currently hold one of the above positions will receive an 8% increase at the time
of implementation.
Recommendations:
1. Adjust the salary range for Dispatcher I, Range 1366, $2,765-$3,348/month to Range 1382,
$2,984-$3,627/month.
2. Adjust the salary range for Dispatcher II, Range 1385, $3,029-$3,6811month to Range 1401,
$3,280-$3,987/month.
3. Adjust the salary range for Dispatch Supervisor from Range 2423, $3,660-$4,449/month to
Range 2439, $3,965-$4,819/month.
4. Adjust the salary range for Police Communications Manager, Range 2451, $4,209-$5,116 to
Range 2467, $4,559-$5,54l/month.
5. Adjust the salary range for Fire Communications Manager, Range 2441, $4,004-$4,867 to
Range 2457, $4,337-$5,272/month.
6. Authorize the Human Resources Department to update Resolution Nos. 6413 and 2005-428
to reflect these actions.
HRJAgenda ltems:SR.PD.Dispatchers.12-0S
San Bernard,no PoI,ce Department
Table 01 OrgaFllzalion
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C1n OF S,.. HER.. \RDI..O
DISPATCHER I
Class sp,'C1jicallulI' art' IlItt'ndt'd Il' prest'lIi .j desaIP!n'c list oj the rangt' uj dllll"S p,'r}urm.:.! by ..mp/ul"':s In Ih"
class Sp~c'ficalivllS art' !!!!! Inlend"d 10 rc}leel all .II/lit'S performed wlfhin Ihe job.
SUMMARY DESCRIPTION
Under supervision, operates computerized dispatch. radio. 911 and ancillary equipment in a
police andlor fire communications system; receives, interprets and codes routine and emergency
911 caUs; dispatches personnel and equipment in response to emergency calls; and performs
related work as required.
o RGA.1'IfIZA TIONAL RELATIONSHIPS
The class of Dispatcher I is the entry level in the communications series. Incumbents are
expected to progress to the working level of Dispatcher II class after successful completion of an
on-the-job training program. Line supervision is received from a Dispatcher Supervisor or other
supervisory personnel of the department. Lead supervision may be received from a Dispatcher
II. Incumbents work a varied work shift. including weekends. evenings and holidays.
Incumbents need to have the ability to handle stressful emergency situations as they arise.
REPRESENT A TIVE DUTIES
The follo"'/flg dUlies are f}pical for positions In this clllssificalion. Any s/flgle position may not perform all of these
dUlies and/or may perform similar related dUII':S not Itstelf here:
I . Provides courteous and ellpeditious customer service to the genel'1l1 public and City department staffs.
2 Assists in the receipt and transmission of information and instructions; receives and transmits routine
and emergency telephone. radio and teletype messages; operates 800 MHZ radiO systems. computer
terminals and computenzed telephones; receives "911" routine and emergency calls from the general
public; Interviews callers and evaluates call data.
3. Interprets and codes data for transmission; transmits radio messages to field units; dispatches police
and/or fire personnel and equipment; monitors alarm boards; police dispatchers code information into
proper Code sections; fire dispatchers code medical and fire calls into proper codes for the fire
department.
4. Calms distressed citizens on the phone; evaluates, prioritizes and sequences incoming information
and determines number and types of units to send to an emergency; notifies other departments of
needed support services, pursuant to established procedures or instructions of supervisor.
5. Coordinates emergency calls and relays requests and questions from personnel in the field to
appropriate super.;sory personnel; keeps supervisory persoMel informed of the situation and
dispatches additional personnel and equipment as directed; notifies other jurisdictions when
necessary; obtains and tl'1lnsmits identity checks on personnel and vehicles; gives station
Identification as required by the Federal Communications Commission (FCC); conducts warrant and
parole checks as necessary.
6. Monitors and tests alarm systems; reports inoperable alarms for repairs; transmits all-points bulletins
received by teletype or radio to field units; makes status checks on personnel in the field; changes,
indexes and files recording tapes.
7. Performs a \'anety of clerical and dispatcher maintenance duties: operates office machines; compiles
data and prepares reports; furnishes a variety of information relating to departmental activities to the
general public: maintains records of calls received and their disposition; maintains files, lists. and
Page - 1
CITY or S" HER" ,ROI'O
Dispatcher I (ComiJlueaJ
maps; performs miscellaneous clencal and d:spatcher malntenan..:c: duties
8. As nc:..:essary, appears In court to present endence.
9. Routinely adheres to and maintains a positive attitude towards City and Department goals.
10. Performs related work as required.
GEi\"ERo\L QUALIFlCATlO~S
Knowledl!e of:
Operations, services and activities of public safety dispatch programs;
Proper English usage;
Record keeping methods;
Telephone and radio courtesy;
Fundamentals of human relations;
Modem office procedures, methods and equipment including computers and related software;
Proper operation and care of radio and telephone equipment.
Abilitv to:
Remain calm and work rapidly under stress while exercIsing good Judgment in emergency sltuallons;
Learn rules, regulations and radio procedures related to emergency radio dIspatching;
Learn to dispatch units appropriate to the specific situation;
Learn to read and apply mapping information for effective call and unit management;
Listen to and record, or key in information clearly and accurately;
Use a typewriter and computer keyboard with accuracy;
Remember numerous detaIls;
Read, understand and apply moderately difficult materials;
Organize work within a constantly changing set of priorities;
Operate a variety of office equipment including computers and applicable software applIcations;
Understand and carry out oral and written instructions;
Communicate clearly and concisely, both orally and In writing;
Establish and maintain effective relationships with those contacted in the course of work.
Minimum Qualifications:
Graduation from high school or G.E.D. equivalent, and one year of customer service experience
working with the public in person, by telephone or in radio communications. Experience in computer-
assisted dispatching and telephone complaint processing preferred.
Typing speed of 30 words per minute is required.
License or Certificate:
Police Disoatcher 1:
Successful completion of POST. Public Safety Dispatcher course is required within 12 months of
appointment.
Fire Disoatcher I:
Successful completion of CPR, basic first aid training and Emergency Medical Dispatcher course arc
required within 12 months of appointment. Must successfully undergo a record check, which entails
a review of the individual's criminal history.
Page - 2
CITY OF SA' BER."'RDI:"O
Dispatcher I (Continued)
PHYSICAL DEMANDS AND WORKIl'iG ENnRON:\IE~T
The conditions herein are reprcsentallve of those that must be met by un employee 10 successfully perform the
essen"al functions of this job. Reasonable accommodJrions may be made to enable rndi\'lduals with disabilules to
perform the essential job funcllons.
Environment: Normal office sening; exposure to noises, vibrations, and dust.
Phvsical: Incumbents require suffiCIent mobility to work in an oftice senmg and operate office
equipment; to transport materials and supplies weighing up to 10 pounds; to remain sedentary for
several hours per shi ft.
Vision: See in the normal visual range, with or without correction; vision sufficient to read small
print, computer screens and other printed documents.
Hearinl!: Hear in the normal audio range without correction.
DATE:
w71o;;
CSB APPROVED DATE:
qI~/@--
HRJJob Descnpllons - New:30761.Dlspalcherl
Page. 3
Cln Of S\:\ BER.'iARDINO
DISPATCHER 11
Class sp~ciJ;callOl1' art' I11IL'l1".:d 10 pr,'sel1l a descripll\'e IIsl of Ihe rtlnge vf dUlles perform.::! by employees 111 Ihe
class, Specificalions or.: !!!! I111e11lfed 10 reflecl all dUlies perform.:d 1\';lhl11 the job.
SUMMARY DESCRIPTION
Under general supervision. operates computerized dispatch, radio, 911 and ancillary equipment in a police
and/or fire communications system; receives, interprets and codes routine and emergency "911" calls;
dispatches persoMel and equipment in response to emergency calls; trains and evaluates new dispatchers;
coordinates the dispatcher training program; and performs related work as required.
ORGANlZA TIONAL REtA TlONSffiPS
The class of Dispatcher n is the journey level in the communications series. Positions in this
class may serve as trainers of Dispatcher I employees and perform as a supervisor in the absence
of a regular Dispatcher Supervisor. Supervision is received from a Dispatcher Supervisor or
other supervisory personnel of the department. Incumbents work a varied work shift, including
weekends, evenings and holidays. Incumbents need to have the ability to handle stressful
emergency situations as they arise.
REPRESENTATIVE DUTIES
The followil1g duties are fJ.pteal for pOSlliol1S il1 this c1assificatiol1 Al1}' single pos;ti011 may not perform 01/ of these
duties and/vr may perform similar related dUlles nOllrsled here:
I. Provides courteous and expeditious customer service to the general public and City department staffs.
2, Receives and transmits routine and emergency telephone. radio and teletype messages; operates 800
MHZ radio system. computer terminals and computerized telephones; receives "911" routine and
emergency calls from the general public; mtervlews caIlers and evaluates call data.
3. Interprets and codes data for transmission; transmits radio messages to field units; dispatches police
and/or fire persoMel and equipment; monitors alarm boards; police dispatchers code information into
proper Code sections; fire dispatchers code medIcal and fire calls into proper codes for the fire
department.
4. Calms distressed citizens on the phone; evaluates, prioritizes and sequences incoming information
and determines number and types of units to send to emergency; notifies other departments of needed
support services, pursuant to established procedures or instructions of supervisor.
5. Coordinates emergency calls and relays reqvests and questions from personnel in the field to
appropriate supervisory personnel; keeps appropriate supervisory persoMeI informed of the situation
and dispatches additional personnel and equipment as directed; notifies other jurisdictions when
necessary; obtains and transmits identity checks on persoMel and vehicles; gives station
identification as required by the Federal Communications Commission (FCC); conducts warrant and
parole checks as necessary.
6. Monitors and tests alarm systems; reports inoperable alarms for repairs; transmits all-points bulletins
received by teletype or radio to field units; makes status checks on persoMel in field; changes,
indexes, and files recording tapes.
7. Aids in the development and implementation of training programs for entry and journey level
dispatchers; periodically reVlews the dispatcher training manual and other training materials and
updates as necessary.
Page - 1
On Of S,,:-, BER."."RDI"O
Disp:atcher 11 (Contjnu~d)
\
8. Develops and rcvie\\S dlspatl:her sclecl10n prol:edures; reports In a Dispatcher Super....lsor on the
progress of trainees; develops programs that enhance the profeSSIOnal development of dlspatl:hers
9. Performs a variety of clencal and dispatcher maintenance duties; operates onice machines; compiles
data and prepares reports; furnishes a vanety of information relatmg to departmental activities to the
general public; maintains records of calls received and their disposition; maintains updates and
modifies files, lists and maps.
10. Performs as a supervisor in the absence of a regular Dispatcher Supervisor.
II. As necessary, appears in cowt to present evidence.
12. Routinely adheres to and maintains a positive attitude towards City and Department goals.
13. Performs related work as required.
GENERAL OUALlFICATIONS
Knowlcd2C of:
Operations, services and activities of a public safety dispatch program;
Record keeping methods;
Proper English usage;
Rules, regulations and procedures relating to police or fire radiO communications-telephone
procedures and dispatch;
Methods and techniques of evaluating situations to dispatch appropriate uOllS;
Proper operation and care of radio and telephone equipment;
Telephone and radio courtesy;
Penal. vehicle, health and safety, welfare and institution, bustness and profeSSions and mUnicipal
codes;
Geography and street layout of City and surrounding area;
Fundamentals of human relations;
Modem office procedures, methods and equipment including computers and related software;
Principles oflead supervision and training.
Ability to:
Perform the full range of public safety dispatch functions;
Elicit information from cal1ers to assess situations;
Determine dispatch priorities during peak work loads and dispatch appropriate persoMel and
equipment using mature judgment in the "pplication of policies, rules, regulations and standard
operating procedures;
Maintain records;
Broadcast definite instructions over the radio in a distinct, wel1-modulated voice;
Work rapidly under stress and exercise good judgment in emergency situations;
Use a typewriter and computer keyboard with accuracy;
Interpret rules, regulations and laws;
Read and apply mapping information for effective call and unit management;
Listen to and record, or key in, information clearly and accurately;
Communicate clearly and concisely, both orally and in writing;
Remember numerous details;
Develop and implement training programs;
Plan, schedule, train, and set priorities for assigned subordinates;
Perform routine maintenance of computer systems and accessories;
P:age - 2
CITY OF SA:'li BER."ARDI:'liO
Dispatcher II (Contjnu~d)
Operate a variet)' of office equIpment including computers and applicable software apphcal1ons;
Understand and carry out oral and written instructions;
Communicate clearly and concisely, both orally and in writtng;
Establish and maintain effective relationships with those contacted in the course of work.
Minimum Qualifications:
Graduation from high school or GED. equivalent, and one year of continuous dispatching experience
in police/fire communications, two.way radio operation. computer-assisted dispatching, and
telephone complaint processing.
Typing speed of 30 words per minute is required.
License or Certificate:
Police Disoatcher n:
Successful completion of POST. Public Safety Dispatcher course is required within 12 months of
hire.
Peace officers currently employed at the San Bernardino Police Department who have
satisfactorily completed a one-year probation may submit a copy of their POST Basic
Certificate in lieu of completing the POST Public Safety Dispatcher Course.
Fire Disoatcher II:
Successful completion of CPR, basic first aid training and an Emergency Medical Dispatcher course
are required.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the
essential functions of this job. Reasonable accommodations may be made 10 enable individuals with disabilities to
perform the essential job functions
Environment: Normal office setting; exposure to nOises, vibrations, and dust.
Phvsical: Incumbents require sufficient mobility to work in an office setting and operate office
equipment; to transport matenals and supplies weighing up to 10 pounds; to remain sedentary for
several hours per shift.
Ylli!m: See in the normal visual range, with or without correction; vision sufficient to read small
print, computer screens and other printed documents..
Hearin!: Hear in the normal audio range ~ithout correction.
APPROVED:
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DATE:
3/~ 7/0?-
Director of Human Resources
csa APPROVED DATE:
3!d.retOJ-
HRIJob Descriptions - New:30763.Dispatcher.1I
Page - 3
Cln OF SA'" DER:'l/ARDI"IO
DISPATCH SUPER\1S0R
Chiss sp,:,'ificalions are in/en,led /0 pres!!n/ U d"SCrlplivl! IiJI of Ih.: rungl! of JUlieS Pl!rfj"",ed ry emplu\'el!s i" Ihl!
dass Sp.:cifications art! !1J!!. i"'.:nd.:d 10 reflcCI ull dulles pe~rormed l,ilhin Ihe/vb
SUMMARY DESCRIPTION
Under direction, supervises. assigns, reviews and participates in the dispatch of police. tire and/or other
Cit)' personnel: receives, interprets and codes "911" information: ensures work quality and adherence to
established policies and procedures; and performs related work as required.
ORGANlZA TIONAL RELA TIONSIfiPS
The class of Dispatch Supervisor is the working-supervisory level in the Communications series.
Supervision is received from higher-level supervisory personnel within assigned Division. Supervision is
exercised over Dispatchers on assigned shift. Positions in this class are assigned to varied work shifts.
Including weekends, evenings and holidays.
REPRESENTATIVE DUnES
The following dulies I1re I}pical for posilions In Ihis clussificalion Any Jingle pvsllian may nul p.:rform "II of Ihes!!
"lilies 11m or may p.:iform similar related duties nallisled here
I. Provides courteous and expeditious customer service to the general public and City department staffs.
,
Supervises and coordinates dispatchers on an assigned shift; oversees and provides support for
emergency situations: oversees dispatcher performance for emergenc~ 911 and radio operations;
manages call stacking: frequently makes moderate to difficult decisions relative to call entry. call
stacking and unit utilization.
Establishes schedules and methods for providing emergency dispatch services: identifies resource
needs; reviews needs with appropriate management staff; allocates resources accordingly.
4, Recommends and assist in the implementation of goals and objectives: implements approved policies
and procedures
5. Verifies the work of assigned employees in their areas of work including emergency dispatching
methods, procedures, and techniques.
6, Receives "911" calls of a general nature and callers for required information: gives requested or
needed information to callers; routes calls; completes action forms on calls for dispatchers; enters
information into police and/or fire computer-aided dispatch (CAD) system.
7. Calms distressed citizens on the phone; evaluates, prioritizes and sequences incoming information
and determines number and type of units to send to emergency; notifies other departments of needed
support services; receives and screens routine and emergency calls to a police and/or fire
communication system; transmits routine and emergency information to mobile emergency units;
notifies other departments of needed support services.
8, Dispatches police and/or fire personnel and equipment to the scenes of fires. police incidents.
accidents, rescue operations, or other emergenc ies in accordance with established procedures;
maintains radio contact with police and fire crews on assignments.
0..."_ I
.,
Cln OF S~'i BER.'i,"RDI'iO
Dispatch Supen'isor (Continued)
9 Coordinates emergency calls and relays requests, quesllons or mformation from personnel in the field
to the Watch Commander or Battalion Chief; transmits all-pomts bulletins received by teletype: or
radio to all field units; remams famihar with the topography of the City including the location of
streets, specific buildings, trouble areas, alarm bOltes and fire hydrants; maintains awareness of shift
staff acti\'ities, time transmissions, durations and messages.
10. Refers difficult problems of departmental business to proper organizational channels; maintains a
contmuous record of mobile units' status; prepares reports and summaries of communications center
actiVIties; indeltes and files log sheets, message forms and related forms; requests supplies, vehicles
and personnel as specified by prescribed procedures.
II. Ensures that safety rules and regulations are obsen'ed; compiles data and prepares reports of
emergencies, personnel and equipment dispatched, and their disposition; maintains various logs and
reports regarding business conducted on various frequencies, tests made on alarm system equipment;
and personnel training; assists in formulating procedures.
12. Participates in the selection, training and evaluation of emergency dispatch staff; provides or
coordinates staff training; works With employees to correct defiCIencies; prepares personnel
evaluallon reports; implements discipline procedures.
13. Operates a variety of dispatch equipment including computer-aided dispatch (CAD) system,
automated telephone system and 800 MHz radio system.
14. Routinely adheres to and maintains a positive attitude towards City and Department goals.
15. Performs related work as required.
GE:'ffiRAL OUALIFICATIO~S
Knowled2C of:
Operations, services and aCllvities of public safety dispatch programs;
Principles and practices of supervision and training;
Record-keeping methods;
Methods and techniques of evaluating situations to dispatch appropriate units;
Proper English usage and grammar;
Proper operation and care of radio and telephone equipment;
Telephone and radio cOW'tesy;
Fundamentals of human relations;
Modem office procedures, methods and equipm(:nt including computers and related software;
Principles of customer service;
California Penal and Vehicle codes;
Rules, regulations and procedures relallng to police and/or fire radio communications and telephone
dispatching.
Ability to:
Oversee dispatch operations on assigned shift;
Recommend and implement disciplinary action as required;
Prioritize and record, or key-in emergency calls, through the application of existing rules, regulations,
policies and operating procedures and dispatch appropriate personnel and equipment:
Remain calm in emotionally charged situations;
Work efficiently under stress and exercise good judgment in c:-nergency situallons;
Maintain records;
Page - 2
CITY OF SA-'\; BER.'iARDI'iO
Dispatch Supervisor (Continued)
Remember numerous details;
Train and supervise personnel;
Read and apply mapping informallon for effective call and unit management;
Broadcast clear and definite instructions over the radio in a distinct, well-modulated voice:
Make quick decisions directing shift personnel handhng non-routine situations;
Operate a variety of office equipment including computers and apphcable software applications;
Understand and cany out oral and written instructions;
Communicate clearly and concisely, both orally and in writing;
Establish and maintain effective relationships with those contacted in the course of work.
Minimum Qualifications:
Graduation from high school or GED equivalent, and two years of dispatching experience involving
duties as a primary operator or supervisor for emergency services with a public agency.
Typing speed of 30 words per minute is required.
License or Certificate:
Police Disoatch Suoervisor:
Successful completion of POST Pubhc Safety Dispatcher course is required within 12 months of
appointment.
Fire Disoatch Suoervisor:
Successful completion of a CPR course, basic first aid training and Emergency Medical Dispatcher
course are required within 12 months of appointment. Must successfully undergo a record check,
which entails a review of the individua1's criminal history.
PHYSICAL DEMANDS AND WORKING E~RONMENT
The conditions here,n are representative of those that must be met by an fmployee 10 sllccessfully perform the
esseTllial functions of this job. Reasonable a,,'ommodations may be made to ,'nable individuals with disabilities to
perform the essential job functions.
Environment: Normal office setting; exposure to noises, vibratIOns, and dust.
Physical: Incumbents require sufficient mobihty to work In an office setting and operate office
equipment; to transpor1 materials and supplies weighing up to 20 pounds.
Vision: See in the normal visual range, with or without correction; Vision sufficient to read small
print, computer screens and other printed documents; to conduct site inspections.
Hearinl!:: Hear in the normal audio range, with or without correction.
APPROVED.
DATL:
L/lsIo,l-
Director of Human Resources
CS8 APPROVED DA IE:
/o/~Io/
HR/Job Descriptions - New:2077! .Dispatch.Supv
Page - 3
CITY OF SA:-i H[R:"iARDI:"iO
POLICE CO:\1:\1l":'\ICA TlO:'oiS :\IA:,\,.\GER
Class specifica/wlls ar~ Intcnd<'d to prescnt a descriptl\'l! Irst of the rallgt' of d:tties perfim"cd by employus In the
cllISS Specifications a,." !!E! intended to re}ll!ct all duties performed within the Job.
SUMMARY DESCRIPTION
Under general direction. plans, supervises and coordinates the work of dispatch personnel to routine,
emergency police and fire communications, including telephone, radio transmitter/receiver, fire alann
telegraph and te\ctype relevant to centralized dispatch functions; ensures work quality and adherence to
established policies and procedures; perfonns supervisory and administrative work; and perfonns related
work as required.
ORGAl'II1ZA TlONAL RELATIONSHIPS
The class of Police Communications Manager is the supervisory management level in the communications
series. Supervision is received from a Police Management position. Supervision is exercised over
dispatcher staff assigned to three shifts per day.
REPRESENT A TlVE DUTIES
The follOWing dllties are f}pical for positions in this classification. Any single p()~'jllon may nol perform all of Ihese
dulles nlldior may perform similllr related duties 1I0t lISted here'
I. Provides courteous and expeditious customer service to the general public and City department staffs.
2. Coordmates the organization, staffing and operational activities for the communication program;
responsible for effective management of the dispatch center and automated functions of various
communication systems; assumes direct supervision of communications forces during major
emergencies.
3. PartiCipates in the development and implementation of goals, objectives, policies and priorities;
recommends and implements resulting policies and procedures.
4. Identifies opportunities for improving service delivery methods and procedures; identifies resource
needs; reviews with appropriate management staff; implements improvements.
5. Directs, coordinates, and reviews the work plan for assigned communication services and activities;
assigns work activities and projects; monitors work flow; reviews and evaluates work products,
methods and procedures; meets with staff to identify and resolve problems.
6. Investigates complaints made against subordinates and recommends appropriate personnel actions.
7. Serves as a member of the Department's management team in problem solving, decision making and
strategic planning.
8. Ensures operational compliance with Federal and State laws on dispatch services; maintains records
and logs; testifies in court as necessary.
9. Monitors and maintains an inventory of materials and supplies; procures materials and supplies as
necessary .
10. Selects, trains, motivates and evaluates assigned personnel; provides or coordinates staff training;
works with t:mployees to correct deficiencies; implements discipline procedures; provides employee
counseling as necessary.
Page - 1
CtTY OF S..., BtR.'ARDI'O
Police Communications :\hnager (Continued)
II. Participates m the development anJ administration of the communications budget; furecasts funds
needed for staffing, equipment, matelials and supplies; mOnitors and approves expenditures;
recommends adjustments as necessary.
12. Attends and participates in professional group meetings; stays abrea~t of new trends and innovatIOns
in the field of emergency communicatIOns.
13. Prepares and presents staff reports and other necessary correspondence.
l~. Routinely adheres to and maintains a positive attitude towards City and Department goals.
15. Performs related work as required.
GENERAL OUALlFlCA nONS
Knowledl!e of:
Operations, services and activities of all emergency communications programs:
Principles of supervision, training and performance evaluation;
Rules, regulations and procedures relating to police or fire radio communications-telephone
procedures and dispatching;
Proper operation and care of radio and telephone equipment;
Pertinent Federal, State and local laws, codes and regulations;
Operational characteristics of emergency communication system equipment;
Principles of budget preparation and control;
Modem office procedures, methods and equipment includmg computers and related software;
Record keeping methods;
English usage.
Ability to:
~anage the operation of a communication center, including systems, equipment and personnel;
Supervise, direct and coordinate the work of lower level staff;
Select, supervise, train and evaluate sta ff;
Maintain accurate records;
Operate a variety of office equipment including typewriters, computers and applicable software
applications;
Prepare clear and concise reports;
Conduct thorough persoMel background investigations;
Determine dispatch priorities during peak work loads and dispatch appropriate persoMel and
equipment using judgment in the application of policies, rules regulations and standard operating
procedures;
Broadcast definite instructions over the radio in a distinct, wel1-modulated voice;
Work rapidly under stress and exercise good judgment in emergency situations;
Listen to and record or key information clearly and accurately;
Make quick decisions in directing shift persoMel in handling non-routine situations;
Understand and carry out oral and wrinen instructions;
Communicate clearly and concisely, both oral1y and in writing;
Establish and maintain effeclive relationships with those contacled in the course of work.
Page - 2
"
ClTV OF SA~ BER,...ARDI...O
Police Communications Manager (Continurd)
:\1inimum Oualifications:
An Associate Degree in Business Administration, Public Administration. Administration of Justice or
a related field, and two years of supervisory-level experience in the operation of a public safety
communications center. Additional experience of the specified type may be substituted for the
required education on the basis of one year experience being equal to 30 semester units.
License or Certificate:
Possession of a valid Class "C" California Driver's License is required.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The condllions herein are representative of thOSl! that must be met by an employee to successfully perform the
essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential job functions.
Environment: Normal office setting.
Phvsical: Incumbents require sufficient mobility for walking, standing or sining for prolonged
periods of time; to transport materials and supplies weighing up to 20 pounds.
Vision: See in the normal visual range, with or without correction; vision sufficient to read small
print, computer screens and other printed documents.
Hearin!!:: Hear in the normal audio range, with or without correction.
CSB APPROVED DA IE:
'f I S!c;;;;.
(~ /;'3/01
APPROVED: DA IE:
Director of Human Resources
HRJJob Descriptions - New:20331.Police.CommunicJtlons.Mgr
Page. 3
..
"
FIRE CO:\Ii\W:'iICA T10:'iS MANAGER
CIn OF SA" BER"ARDINO
Class specifications arc inrt?lIded to prt?sellt a descnptiw h.\f of the range o.f dl/ties pe~f(J/.,,'e" bl' ("fllp/olees in the
. class Specificatia1/S are!!!!1 imended to reJlccr all dl/ties performed with ill tire jab.
SUMMARY DESCRlPTIO~
Under general direction, plans. supervises and coordinates the work of dispatch personnel in routine,
emergency fire communications, including telephone, radio transmitter/receiver, relevant to centralized
dispatch functions; ensured work quality and adherence to established policies and procedures; performs
supervisory and admmistrative work; and performs related work as required.
ORGANIZATIONAL RELA TIO;,\/SHIPS
The class of Fire Communications Manager is the supervisory mid-management level in the
communications series. Supervision is received from a Fire administrative position. Supervision is exercised
over dispatcher staff assigned to three shifts per day.
REPRESENT A liVE DUTIES
The falla"..ing duties art? typical for positions ill this classificatian Any single posltlOllmay lIat perfarm all af these
duties and/or mav perform similar reluted duties nat listed here'
I. Provides courteous and expeditious customer service to the general public and City department staffs.
2. Coordinates the organization, staffing and operational activities for the communication program;
responsible for effective management of the dispatch center and automated functions of various
communication systems.
3. Participates in the development and implementation of goals. obJectives. policies and priorities;
recommends and implements resulting policies and procedures.
4. Identifies opportunities for improving service delivery methods and procedures; identifies resource
needs; reviews with appropriate management staff; implements improvements.
5. Directs. coordinates. and reviews the work plan for assigned communication services and activities;
assigns work aCllvitles and projects; monitors work flow; reviews and evaluates work products,
methods and procedures; meets with staff to identify and resolve problems.
6. Coordinates with City personnel for after hours call-out policies; maintains both daily call-out, as well
as the City Emergency Call-Out names and contact phone numbers; Coordinates with local law and
fire dispatch agencies, reference responses, and to enhance various ways of communications.
7. Investigates complaints made against subordinates and recommends appropriate personnel actions.
8. Ensures operational compliance with federal and state laws on dispatch services; maintains records
and logs; testifies at hearings as necessary.
9. Monitors and maintains an inventory of materials and supplies; procures materials and supplies as
necessary .
10. Selects, trains, motivates and evaluates assigned personnel; provides or coordinates staff training;
works with employees to correct deficiencies; implements disciphne procedures; prOVides employee
counseling as necessary.
II. Participates in the development and administration of the communications budget; forecasts funds
needed for staffing, equipment, materials and supplies; monitors and approves expenditures;
recommends adjustments as necessary.
12. Attends and participates in professional group meetings; stays abreast of new trends and innovations
in the field of emergency communications.
13. Prepares and presents staff reports and other necessary correspondence.
14. Routinely adheres to and maintains a positive attitude towards City and Department goals.
15. Performs related work as required.
16. Reviews numerous calls for medical aid requests as part of the EMD-Q Medical PriOrity process.
Page - 1
CITY Of S,,, BrR:\AROI:'O
Fire Communications Manacer (Continued)
GEl"ERAL Ol'ALlFIC.UIO:-';S
Knowled2e or:
Operations. services and activities of all emergency communlcatlOns programs:
Principles of supervision. training and perfonnance evaluation;
Rules. regulations and procedures relating to police or fire radio communications-telephone
procedures and dispatching;
Proper operation and care of radio and telephone equipment;
Principles of budget preparation and control:
Medical priority Dispatch Pro-Q-A, EMD-Q. and AQUA processes;
Modem office procedures, methods and equipment including computers and related software;
Record keeping methods;
English usage.
Abilitv to:
Manage the operation of a communication center. including systems, equipment and personnel:
Supervise. direct and coordinate the work oflower le\'el staff;
Select, supervise. train and evaluate staff;
Maintain accurate records:
Operate a vanety of office equipment mcluding type....rriters, computers and appll\;able software
applications;
Prepare clear and concise reports;
Determme dispatch priorities during peak work loads and dispatch appropriate personnel and
equipment using Judgment in the application of policies, rules regulations and standard operating
procedures;
Broadcast definite instructions over the radio in a dIstinct, well-modulated voice;
Work rapidly under stress and exercIse good judgment in emergency situations;
Listen to and record or key infonnation clearly and accurately;
Make quick decisions in directing shift personnel in handling non-routine situations;
Understand and carry out oral and written instructions;
Communicate clearly and concisely. both orally and in writing;
Establish and maintain effective relationships with those contacted in the course of work.
Minimum Oualifications:
Thirty semester units (45 quarter units) of college-level courses in Business Administration. Public
Administration, or a related field and two years of supervisory-level experience in the operation of a
public safety communications center.
License or Certificate:
Possession of a valid Class "C" California Driver's License is required, For out-of-state applicants,
a valid driver's license is required. A valid Class "C" California Driver's License must be
obtained within (10) days of appointment (CA Vehicle Code 12405c),
CPR Certification.
EMD Certification through Medical Priority Dispatch
EMD-Q Certification through Medical Priority Dispatch.
Page. 2
"
Cln OF S,,' BER'''IW''O
Fire Communications Manager (Continued)
PHYSICAL DEMANDS A~D WORKING ENVIRON:\IENT
The cond,tions herein are represe/J/C//II'e of those that must be met by an employe!! ro ~ucn'ssfulll pel/urm the
essential functions of this job, Rea~onahlt' accommodations mllY he made to enable I1Idil'iduals lI'ith dlJahihlles to
perform till' essential job functions
Environment: Nonnal office setting.
Phvsical: Incumbents reqUire sufficient mobility for walking, standmg or sining for prolonged
periods of time; to transport materials and supplies weighing up to 20 pounds.
Vision: See In the normal visual range, with or without correction: vision sufficient to read small
print, computer screens and other printed documents.
Hearin2: Hear in the normal audio range, with or without correction.
APPROVED:
DATE:
Director of Human Resources
CS8 APPROVED DATE:
HRlJob Descriptions/Class&Comp App:Ftre.Communications,Mgr.20763
Page - 3