Dispatch Call Taker- Sheriff's Office at County of Santa Barbara in Santa Barbara, CA

Description

Are you ready to make a profound impact on your community? We are seeking dedicated individuals to join our team as a Dispatch Call Taker (911 Dispatcher), the first lifeline for those in need during emergencies. As a Call Taker, you will be providing critical support to those facing difficult situations. If you're passionate about serving your community and are looking for a rewarding and reliable career that truly makes a difference, please join us and be a part of the team that keeps our community safe and secure.

We are accepting applications to fill current and future vacancies in the Santa Barbara County Sheriff's Office. These positions are assigned to the Sheriff's Office Communication Dispatch Center in Santa Barbara.
Approved SALARY INCREASE is as follows:

6/23/2025- 2.5% increases

ABOUT THE POSITION

Under direct supervision, answers calls received in the Sheriff's Office Public Safety Dispatch Center determines the emergency or non-emergency nature of the call, and routes it to the appropriate dispatcher or provides the appropriate assistance; performs related duties as required. This position is distinguished from the Communications Dispatcher I job class in that the Call Taker does not dispatch any appropriate routine or emergency personnel or equipment via radio or other electronic communications equipment, nor is this an on-the-job training job class where the incumbent is expected to move to the position of Communications Dispatcher after completion of their on-the-job training.

A Dispatch Call Taker plays a vital role in the delivery of public safety and functions as a nexus between the community, law enforcement and allied agencies, and public safety field personnel. Their role is largely one of information processing - obtaining, evaluating, and disseminating information regarding crimes, emergencies, and requests for public safety services - information that is often critical to the safety of both the public and law enforcement personnel. The conditions under which this role is carried out are often quite demanding with respect to both cognitive and non-cognitive skills and qualities. As a Dispatch Call Taker, you will have the opportunity to gain a wealth of knowledge and experience.

Work Environment:
The Dispatch Center is a countywide answering point for the 9-1-1 emergency telephone system administered by the Santa Barbara County Sheriff's Office. The Dispatch Center is a 24-hour / 365-day facility and receives approximately 160 calls daily for service on the 9-1-1 emergency system. In addition to 9-1-1 calls, the center answers approximately 840 calls daily on many other emergency lines. This equals approximately 324,000 calls per year.

Memorization: Remembering the details of a recent incident or related incidents; remembering procedures for handling various types of complaints and incidents; remembering various codes and abbreviations (e.g. radio, legal); and remembering geographical boundaries and significant common locations.

Speed of closure: Evaluating initial information and quickly determining whether an incident is an emergency; and taking several calls reporting different parts of the same incident and quickly combining the information to gain an overall picture of what happened.

Perceptual Speed: Quickly comparing and verifying names, locations and descriptions received by telephone, or in written form (e.g. checking a detainee's description against a wanted list or data base inquiry); and quickly comparing incident information to determine if different calls are related.

Selective Attention: Taking calls within a noisy, distracting work environment (e.g. taking a complaint from a citizen while other phone lines are ringing, other dispatchers are receiving emergency calls, teletype messages are printing).

Multi-tasking: Handling multiple calls for assistance at the same time; taking a complaint while monitoring teletypes.

Using Resources & Equipment: Uses appropriate automated data bases (e.g. vehicle, criminal history, driver's license, wants and warrants, stolen property, gun, and various specialized data bases) and reference material (codes, wanted lists, directories, manuals, etc.) to obtain or accurately update information. Uses telephone system and related equipment, and/or computer-aided dispatch (CAD) system properly when receiving calls for service.

Training may last anywhere from 3- 6 months, depending on many factors including the rate at which the new employee learns and retains information. Classroom instruction, practical application in the form of on-the-job-training, field trips, projects, tests, and self-study methods are all used in order to facilitate the new employee's learning process. Throughout the Training Program, both the Dispatch Training Officer and the Trainee are expected to maintain a daily log of activities documenting concepts presented successes and achievements for each day, and areas in need of improvement. During the probationary period, the new employee will also receive quarterly evaluations as required by the Department and the County.
For more information about the Santa Barbara County Sheriff's Office, visit our website at www.SBSheriff.org

Benefits & Compensation:

To learn more about Santa Barbara County benefits, please visit the links below:

Health Benefits and Wellness: CLICK HERE

Compensation Summary: CLICK HERE

Retirement: CLICK HERE

Memorandum of Understanding: CLICK HERE for complete details of terms and conditions.

Examples of Duties

Answers all incoming call lines, both emergency and non-emergency calls
Collects all pertinent information from the caller and records details of calls and messages.
Properly assess calls to determine whether they are of an emergency or non-emergency nature.
Routes the call to the appropriate Dispatcher or other agency.
Enters all call information into the CAD system.
Performs clerical, filing and routing recordkeeping duties as required.
Could be expected to testify in court.
Utilizes CLETS to determine and confirm information and enters and removes information.
Performs related duties as assigned.

Employment Standards

Possession of a High School Diploma or GED and any combination of experience, education and/or training, which demonstrates possession of the required knowledge and abilities listed below.

Knowledge of: English language; basic customer service practices; basic office computer applications such as Microsoft Office applications.

Ability to: Learn to retain and relay information received under stressful conditions; hear, understand, and speak the English language; respond to calls quickly and calmly and make sound decisions under pressure; learn to observe, receive, and otherwise obtain information from all relevant sources; learn to analyze information, evaluate results, and choose the best solution; solve problems; learn Federal, State, and local laws, and also local agency policies and procedures, terminology, jurisdictional boundaries, and available types of emergency services; to read maps and provide directions; clearly speak and communicate effectively over the telephone; remain calm in stressful situations; perform multiple tasks simultaneously; learn use of multiple computer and telephone systems; communicate with people of diverse social and cultural backgrounds; follow written and oral instructions; establish and maintain working relationships with other agencies; and operate a telephone, computer, mouse, and keyboard.

Additional Requirements: Incumbents must be able to type 35 wpm; work rotating shifts including nights and weekends; work overtime as required to ensure operational stability of the communications center; must be able to pass a work-simulated, computer-based performance test, a background investigation (including a polygraph examination and credit check for the Sheriff's Office), psychological evaluation, and medical exam. Work is performed in a dispatch center and requires sitting for long periods of time, extensive keyboarding, operation of a mouse, wearing of a headset, and working in a fast-paced and demanding environment; successful completion of a California Peace Officer Standards and Training (POST) Certified Basic Complaint/Dispatch Course during the one-year probationary period; appointee must successfully pass a one-year probationary period.

Desirable Qualifications: Multilingual in languages spoken in the County such as Spanish, Mixtec, Hmong or other relevant languages.

Supplemental Information

SELECTION PROCESS

Review applications and supplemental questionnaire to determine those applicants who meet the employment standards.
Personal History Questionnaire (PHQ): Qualified candidates will be notified by email to complete a Personal History Questionnaire. Upon passing your PHQ, to advance to the recruitment process.
Online Typing Assessment: Candidates will be notified by email with instructions to complete the online Typing assessment. The deadline to complete the assessment will be clearly stated in the invitation. Candidates must complete and pass the typing assessment to advance in the examination process.
CritiCall Computerized Exam (Online): Candidates who pass the typing assessment will be invited by email to the online CritiCall exam. The CritiCall exam is a computerized software testing program that tests job-related skills and multi-tasking abilities required in the complex dispatching environment. Candidates must receive a percentage score of at least 70 on the CritiCall exam to be placed on an employment list. An adjustment may be made to raw scores based on factors listed in Civil Service Rule VI. Those candidates who are successful in the selection process will have their names placed on the employment list for a minimum of three months. At the time the employment list is established, all candidates will receive an email notice of their score on the exam(s), rank on the employment list, and exact duration of the employment list.

BACKGROUND INVESTIGATION PROCESS:
The Sheriff's Office conducts a polygraph examination and in-depth background investigation. If you feel your past may hinder your future from working for the Sheriff's Office or you are not sure how to answer the Personal History Questionnaire, please call (805) 681-4270, so we can assist you in determining if you can continue your application process.

Polygraph Examination will measure the accuracy of information disclosed during the background investigation process.

Background Investigation includes an interview and in-depth background investigation of police records, personal, military, and employment histories; inquiry of persons who know you and evaluate whether you respect the law and rights of others; are dependable and responsible; have demonstrated mature judgment in areas such as the use of drugs and intoxicants; are honest; and is a safe driver.

Upon accepting a conditional offer of employment with the Sheriff's Office, you must successfully pass the following:
Live Scan: A Live Scan is electronic fingerprint scanning that is certified by the State Department of Justice. Further instructions about when and how to complete the Live Scan will be included in the offer letter.
Psychological Examination is administrated by a licensed psychologist. You will be evaluated on the psychological factors related to successful performance to determine if you are presently suited for the difficult and stressful job of a dispatcher and to otherwise ensure that the candidate is capable of withstanding the psychological demands of the position.
Medical Examination. The medical evaluation or examination shall commence once you accept a conditional offer of employment. You will be evaluated on the physical factors related to successful performance to determine if you are presently suited for the physically demanding job of a dispatcher.

BACKGROUND DISQUALIFIERS:
An admission of having committed any act amounting to a felony within five years in California, or in another state which would be classified as a felony in California
An adult felony conviction in California, or with a conviction for an offense in another state which would be classified as a felony in California
Currently on Probation or Parole
Adult felony and/or misdemeanor conviction(s) may be disqualifying depending on type, number, severity, and how recent
Conviction of/or sustained petitions for any sex crime
Recent use and/or possession of illegal drugs; Failure to reveal prior use will be disqualifying
Unfavorable work history
Poor credit history
History of committing domestic violence
Dishonesty or failure to reveal pertinent information

Recruiter will communicate with applicants by e-mail during each step in the recruitment process. Applicants are reminded to check spam filters continuously during the Recruitment and Selection Process steps listed above to ensure they do not miss required deadlines.

VETERAN'S PREFERENCE POINTS: Veteran's preference credit is applicable for this recruitment (5 points for veterans, 10 points for disabled veterans). To be eligible for this credit, you must be applying for this position within five years from your most recent date of: (1) honorable discharge from active military service; or, (2) discharge from a military or veterans' hospital where treatment and confinement were for a disability incurred during active military service; or, (3) completion of education or training funded by a Federal Educational Assistance Act. No time limit exists for veterans with 30% or more disability.

To receive veteran's preference points, you must: (1) check the Veteran's Preference Points box on the employment application form, (2) submit a copy of your Form DD-214 and supporting documentation with your online application or before the examination date, and (3) pass all phases of the Civil Service examination process. The preference points will be added to your final test score.

Disaster Service Worker: Pursuant to Government Code Section 3100, all employees with the County of Santa Barbara are declared to be disaster service workers subject to such disaster service. Activities as may be assigned to them by their superiors or by law.
The County of Santa Barbara is committed to providing reasonable accommodation to applicants. Qualified individuals with disabilities who need a reasonable accommodation during the application or selection process should contact the recruiter listed on the job posting. We do require verification of needed accommodation from a professional source, such as a Medical Provider or a learning institution.
Statement of Commitment
The County of Santa Barbara is dedicated to cultivating and sustaining an environment that exhibits equity and inclusion everywhere, and at all levels of our organization. The County believes equity is a fundamental principle that must be imbedded in policies, institutional practices and systems. The County recognizes the negative impacts of systemic racism and is committed to eliminating the barriers affecting our Black, Latinx, Indigenous, and Asian community members, as well as people of other diverse racial and ethnic backgrounds. We envision a world where society and its systems (e.g. education, criminal justice, and health care, housing the economy) are just, fair, and inclusive, enabling all people to participate and reach their full potential.
We celebrate community and employee diversity, strive for inclusion and belonging, and promote empowered participation. We aspire to build a workforce that is reflective of these values and the communities we serve. We are proud to be an equal opportunity employer and will resolutely uphold federal, California state law and/or Santa Barbara County ordinances.
We believe equity and inclusion are vital to fulfill the County's mission and to embody a culture of "One County, One Future." Expanding the full range of employee talent allows the County to deliver our best to all our community members.
We believe in the dignity and humanity of all people. We strive for a healthy and prosperous society that promotes all people having equitable access and opportunity.
APPLICATION AND SUPPLEMENTAL QUESTIONNAIRE DEADLINE: 3/17/25 at 5:00 PM; Postmarks not accepted. Applications and job bulletins can be obtained 24 hours a day at https://www.governmentjobs.com/careers/sbcounty

For recruitment questions, please contact HR Recruiter Colleen Ryan at cbr4686@sbsheriff.org.