1. WELCOME COMMUNICATIONS DISPATCHER TRAINEE

2. THE HISTORY OF 9-1-1 Adopted in 1968 by the telephone industry Nationwide emergency number for universal access Adopted in 1972 by California state law All California cities connected in 1985 Statewide completion of E-911 in 1993 We now receive most cellular 9-1-1 calls w/in our jurisdiction

3. INCOMING and OUTGOING CALLS 2013

4. HOURLY P.S.A.P. (Public Safety Answering Point) The agency that answers your 9-1-1 call

5. THE DISPATCHER’S ROLE IN PUBLIC SAFETY Receive, evaluate, and process routine and life- threatening emergency calls from the public Dispatch emergency responders via radio channels Monitor Field Units Multi-task and maintain and process a variety of confidential databases, reports and logs

6. A COMMUNICATIONS DISPATCHER IS … The bridge, between the public and emergency help Often the first (and sometimes only) contact A facilitator of safety Someone who can adapt quickly to changing circumstances Someone who can apply complex information and independently make critical decisions Someone willing and able to work in a team environment

7. THE SYSTEMS WE USE Shared County-Wide Dispatch System (C.A.D.) P.C. –based phone and radio system Fully automated recording system Live monitoring of Transit Mall Monitoring interior and exterior PSB cameras Reference P.C.

8. OUR WORK ENVIRONMENT 24/7/365 with voluntary & mandatory overtime 4/10 work week on one of 4 basic shifts Days: 0600-1600 & 1000-2000 Nights: 1600-0200 & 2000-0600 Rotate shifts every six months Holidays and weekends required Clothing Standard Work for extended periods in a confined manner Last minute overtime holdover requirements which result in 12 – 14 hour shifts

9. SRPD Communications Center

11. COMMUNICATIONS TRAINING Learning the “language” 9 to 12 month training process Includes classroom instruction 120-hour P.O.S.T. mandated training “On-the-job” training phases Orientation Call Taking Administrative Support Channel Police Dispatch

12. Examples of 9-1-1 calls Neighbors fighting Roommate argument Attempted threat Fight with a bat

13. DISPATCHER TRAINEE SELECTION PROCESS Online Application & Supplemental Questions Part I - P.O.S.T. Entry-Level Dispatcher Selection Test Battery (See Examinee Guide) Part II - Appraisal Interview Part III - Background Investigation and listening/keyboarding test Interview with Chief of Police and Conditional Job Offer Psychological Evaluation and Comprehensive Medical Exam Formal Employment Offer Orientation &Training Program

14. ONLINE APPLICATION http://www.santarosacityjob.com http://www.santarosacityjob.com

15. Part I Testing P.O.S.T. Entry-Level Dispatcher Written Test Designed to measure your aptitude for performing public safety dispatcher work. Test measures general abilities that are normally developed over an extended period of time. They are not designed to measure job-specific knowledge or skills that are taught in training. Passing score: T-Score 50.

16. Abilities Measured in the Tests Verbal Ability Reasoning Memory Perceptual Ability Please see P.O.S.T. Applicant Guide for examples of test formats. http://lib.post.ca.gov/Publications/dispatcher_examinee.p df

18. Part II Appraisal Interview Designed to measure your education, training, experience, and job-related qualifications for the position. You will be interviewed by a panel of three Department staff members. Your responses to the questions asked by the panel will be evaluated and assigned a numerical score in each of the rating criteria areas.

19. Listening/Keyboarding Test Applicants proceeding further in the selection process will be required to take a 5-minute audio-administered listening/keyboarding test to confirm typing skills. Minimum qualifications for this test is a typing speed of at least 35 wpm.

20. Part III P.O.S.T. Background Personal History Statement http://lib.post.ca.gov/Publications/2-255-phsDispatchers.doc http://lib.post.ca.gov/Publications/2-255-phsDispatchers.doc

21. P.O.S.T. Background Investigation Dimensions Moral Character: 1. Integrity 2. Impulse Control/Attention to Safety 3. Substance Abuse and Other Risk-Taking Behavior Handling Stress and Adversity 4. Stress Tolerance 5. Confronting and Overcoming Problems, Obstacles, and Adversity Work Habits 6. Conscientiousness Interactions with Others 7. Interpersonal Skills Intellectually-Based Abilities 8. Decision-Making and Judgment 9. Learning Ability 10. Communications Skills

22. Conditional Job Offer and Medical Exams Meeting with the Chief of Police and Technical Services Division Manager Conditional Job Offer Psychological Evaluation Comprehensive City Pre-Employment Medical Exam

23. Employment Offer Upon successful completion of the background investigation phase and affirmative recommendation from both the City’s designated psychological and medical examiners, a formal offer of employment is made. Trainees begin at Step 1 of the salary range $3,646 per month.

24. Organizations related to 9-1-1 Public Safety Dispatching National Emergency Number Association (N.E.N.A.) www.nena.org Association of Public Safety Communications Officials (APCO) http://www.apcointl.org Dispatch Monthly Magazine http://www.911dispatch.com 9-1-1Magazine http://www.9-1-1Magazine.com Napa Valley College Criminal Justice Training Center http://nvccjtc.com/index/dispatch_academy/dispatch-academy/ SRJC Public Safety Training Center http://www.santarosa.edu/ps/