What Does Fire Communications Do?
San José Fire Communications is staffed by highly experienced, trained and motivated people who are proud to be the first point of contact for those requiring emergency service in our community. The San José Fire Department Communications Center is recognized as an Accredited Center of Excellence by the International Academy of Emergency Medical Dispatch. Only 185 communication centers worldwide have earned this honor.
Fire Communications employees serve a critical role in delivering emergency services promptly and effectively. They:
- Answer 9-1-1 emergency and non-emergency calls for fire department and emergency medical assistance
- Provide life-saving instructions to callers until responders arrive (this includes providing over-the-phone instructions on CPR, choking rescue and childbirth, along with ensuring caller safety during fire, HAZMAT, and other dangerous incidents)
- Accurately deploy responders to the correct location, equipped with the information they need to handle the emergency
- Support the needs of responders throughout emergency incidents; they assist incident commanders with managing and tracking resources, mobilizing logistical needs, and ensuring personnel accountability and safety
San José Fire Communications has 45.48 authorized personnel:
- 30.48 Public Safety Radio Dispatchers
- 11 Senior Public Safety Dispatchers
- 3 Supervising Public Safety Dispatchers
- 1 Senior Office Specialist
The Assistant Fire Chief serves as the Communications Manager.
To meet the needs of its large population, the San José Fire Communications Center has a state-of-the-art dispatch center. Systems include:
- Fire Priority Dispatch System to provide pre-arrival and safety instructions for fire emergencies, resulting in “zero response time”
- Medical Priority Dispatch System to provide pre-arrival instructions for medical emergencies, also resulting in "zero response time"
- Fully-computerized West Communications "Power 911" telephone system
- Hexagon Intergraph Computer-Aided Dispatch system with ProQA software for FPDS and MPDS
- Ergonomic sit or stand dispatch work stations
What's It Like To Be a Dispatcher?
Dispatchers work eight-, nine-, or ten-hour shifts. All dispatchers who have successfully passed the training program can bid for their shift. Bids are based on seniority; the most senior person can bid their shift first and then it proceeds down the list. Bids are done once a year.
Each shift will have between five and eight dispatchers on duty. Days off within the shifts vary and may be in the middle of the week. Dispatchers not only bid for shift hours, but they also select the days off within that shift (based on shifts determined to meet call volume).
The Communications Center runs 24/7, 365 days a year. Dispatchers work holidays and weekends. They are also regularly subject to overtime, both voluntary and mandatory.
Emergency Calls & Dispatching
One of the main duties of the communications dispatcher is to determine what type of assistance is needed. Dispatchers must take a person’s story and condense it into a brief explanation of what happened and why fire or medical attention is needed. As you may imagine, when people call 9-1-1 they are usually upset, angry or distressed; getting an explanation of why help is needed is not always easy.
Dispatchers assigned to work a radio position are responsible for dispatching emergency fire units to calls for service. These dispatchers are responsible for tracking the status of all fire companies within the City of San José.
San José fire dispatchers also operate an Incident Dispatch Team. Certified and qualified members of San José Fire Communications respond to the scene of major events and provide on-scene communications, resource accountability, and documentation support at the incident command post. This support has become an important part of overall incident command and risk management during critical incidents. The City's dispatchers provide this expertise locally, as well as through the state's fire and rescue mutual aid system.
How Can I Become a Dispatcher?Both entry-level and experienced applicants are encouraged to apply as a Public Safety Radio Dispatcher Trainee. We have an intensive training program for both the entry-level and experienced dispatchers. If you are considering embarking on the road to a rewarding career as a public safety dispatcher, here is some additional information to consider:
- The dispatcher's job is stationary.
- Most of the work we do is verbal.
- We must be able to multitask.
- We need to interact with many different people daily.
- We serve a diverse, multicultural, and multilingual community. Bilingual candidates are encouraged to apply.
- We have high visibility. Our performance is always recorded.
- We have a high level of responsibility to the public. There are serious consequences if errors are made.
- We must provide information and make decisions with little time to spare.
- We perform duties that may be critical to the safety of the public and firefighters.
- Initially, we complete over a year’s worth of training to learn and become excellent at the job.
- We are certified and consistently receive recertification in Emergency Medical Dispatch, Emergency Fire Dispatch, CPR, and the use of an Automated External Defibrillator.
- Uniforms are required.
- Successful completion of high school, GED, or California Proficiency Certificate.
- Three years customer contact experience or one year of experience receiving, processing or dispatching calls in a radio dispatch or call center.
- Successful completion of an intensive background investigation.
- U.S. citizenship or legal authorization to work in the United States upon appointment.
Salary and Benefits
- Excellent salary
- Shift differential payment
- Bilingual pay differential
- $500 uniform allowance
- Medical, dental and vision plans
- City of San José retirement
Join the SJFD-dispatcher Recruitment News Flash Mailing List
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