Public Safely Dispatcher

Public Safety Dispatcher – Regional Old Colony Communications Center

Great employee benefits: 75/25 health insurance & increased pay for experienced candidates

Are you calm under pressure, quick on your feet, and ready to play a critical role in coordinating emergency response?  The Town of Duxbury is seeking individuals with a passion for public safety and a dedication to community to serve as Public Safety Dispatchers to the communities of Duxbury, Halifax, Hanover, Hanson, Pembroke, Plympton, and Rochester.

Apply now to be part of the Regional Old Colony Communications Center (ROCCC) — a team of dedicated dispatchers/telecommunicators, supervisors, and administrative staff who proudly serve seven communities. ROCCC answers all 9-1-1 calls for service and coordinates the dispatch of police, fire, and emergency medical responders when seconds count. Work environment focused on collaboration, teamwork, and professional growth with paid training and certifications.

This role requires the ability to manage emergency and non-emergency calls professionally, operate multiple radio systems, think clearly under pressure, and act independently using sound judgment. In this critical position, your voice, focus, and decision-making directly impact community safety.

If you thrive in a fast-paced environment, value teamwork, and take pride in serving the public, we invite you to join our mission as a trusted link in our region’s safety network.

Position Title: Public Safety Dispatcher – Full-Time

Department:Regional Old Colony Communications Center

Position Grade:1

Pay Rate: $28.52-$35.56 per hour in four steps (July 1, 2026, pay range $29.09-$36.27)

Contract: Regional Old Colony Public Safety Dispatcher’s Union

Schedule: Rotation of four on two off eight-hour shifts. Candidates must be able to work any shift as assigned, including days, evenings, and overnights (8:00 a.m. – 4:00 p.m., 4:00 p.m. – 12:00 a.m., and 12:00 a.m. – 8:00 a.m.). This is not a fixed-shift position—coverage for all shifts, including nights, weekends, holidays, and special events, is required. with availability for nights and weekends required.

Reports To:  Dispatch Supervisors, Public Safety Dispatch Deputy Director, and Public Safety Dispatch Director

Minimum Qualifications - High school diploma or equivalent; some college or relevant coursework in criminal justice, emergency management, or communications preferred. Prior experience in a public safety communications center or other high-volume customer service setting is preferred but not required.   Ability to remain calm, focused, and effective under pressure, particularly during high-stress or emergency situations. Strong verbal and written communication skills, including the ability to communicate clearly over the phone and radio. Ability to multitask, prioritize calls for service, and manage competing demands in a fast-paced environment. Willingness and availability to work all shifts, including nights, weekends, holidays, and occasional mandatory overtime. Strong interpersonal skills with a demonstrated ability to work respectfully and effectively with a diverse team and the public. Basic computer literacy and ability to learn multiple technology platforms used in emergency communications (e.g., CAD, CJIS, E911). Must successfully complete a comprehensive background check, including criminal history, reference checks, drug screening, and psychological evaluation. Must obtain and maintain the following certifications within six months of employment:

1.            APCO PST1 or equivalent
2.            Massachusetts State 911 Department NextGen 911 System Certification
3.            Emergency Medical Dispatch (EMD)
4.           CJIS certification
5.        FEMA ICS-100: IS-100: Introduction to the Incident Command System
6.        FEMA ICS-700: IS-700: National Incident Management System (NIMS), An Introduction. 

Must complete the ROCCC in-house training program, including classroom, simulation, and on-the-job training phases, and demonstrate ongoing proficiency. 

Special Requirements:

This position requires the ability to work rotating shifts, including overnights, weekends, holidays, and occasional mandatory overtime. Dispatchers may be required to remain on duty during major emergencies or weather-related events and may be subject to holdover based on operational needs. A valid driver’s license is preferred for training-related travel but is not required for the position. All candidates must successfully complete a comprehensive pre-employment screening process, which includes a criminal background check (CORI), drug screening (including testing for marijuana in accordance with town policy), psychological evaluation, medical/physical examination, and reference checks. 

Benefits

1. 75% town/25% employee paid: health insurance; Blue Cross and Blue Shield PPO & HMO plans
2. Defined benefit pension
3. 12 Paid Holidays
4. Vacation Pay
5. Personal Time Off Days
6. Sick Leave
7. Dental Insurance
8. Vision Insurance
9. Pet Insurance
10. Life Insurance
11. Short and Long-Term Disability Insurance
12. Medical and dependent care flexible spending account
13. Paid training and certifications

Statement of Duties:

The Regional Public Safety Dispatcher at the Regional Old Colony Communications Center (ROCCC) is a vital part of the emergency response system, responsible for answering 9-1-1 and business line calls, gathering critical information, and dispatching police, fire, and EMS resources for the ROCCC’s Member Communities. Dispatchers are the first, first responders; serving as the central point of communication for our public safety partners and several county, regional, and state response teams. ROCCC Dispatchers must be able to quickly assess emergency situations, provide life-saving instructions (including Emergency Medical Dispatch), and coordinate appropriate resources under pressure. They are responsible for accurate and timely documentation in the Computer Aided Dispatch (CAD) system, ensuring complete records of all communications and actions taken. Dispatchers must also coordinate with external agencies, maintain awareness of unit status and location, and follow all established protocols, procedures, and policies to ensure effective service delivery and public safety.

Supervision Required:

Reports directly to the Public Safety Dispatch Operations Supervisor, with overall oversight and guidance provided by the Director and Deputy Director. Dispatchers are expected to work independently within established protocols, exercising sound judgment and maintaining professionalism in a high-tempo, multi-jurisdictional environment. Supervisory staff are available to provide support, coaching, and direction as needed to ensure consistent and effective service delivery.

Confidentiality:

The Regional Public Safety Dispatcher has regular access to sensitive and confidential information, including citizen communications, criminal records, medical information, and details of active investigations. Strict confidentiality must be maintained at all times in accordance with ROCCC policies, as well as applicable state and federal laws. Dispatchers are expected to exercise discretion, professionalism, and sound judgment in managing this information and in protecting the privacy and safety of the individuals and agencies involved.

Supervisory Responsibility:

This position does not have supervisory responsibility over other personnel.

Judgment:

This position requires sound judgment and the ability to make quick, informed decisions in high-pressure situations with limited information. The Regional Public Safety Dispatcher must assess and prioritize calls for service, accurately relay critical information, and coordinate an appropriate response in accordance with ROCCC policies, procedures, and training. Dispatchers are expected to recognize when to escalate concerns to supervisory staff and ensure that their decisions support responder safety, public welfare, and operational integrity.

Complexity:

The work involves managing multiple, often simultaneous, emergency, and non-emergency calls across several jurisdictions, each requiring quick assessment, accurate documentation, and appropriate resource deployment. Dispatchers must interpret information from callers who may be panicked, injured, or unable to communicate clearly, while also monitoring and coordinating the activities of field units. The role demands multitasking across various systems such as radio, telephone, CAD, CJIS, while adhering to established protocols and adapting to rapidly changing situations.

Work Environment:

Work is performed in a fast-paced, 24/7 Regional Emergency Communications Center (RECCC). Dispatchers operate in a high-stress environment that includes frequent interruptions, urgent time demands, and exposure to emotionally charged situations. The ability to remain focused, composed, and effective under pressure is essential. Dispatchers must work rotating shifts—including evenings, overnights, weekends, and holidays—and may be required to work mandatory overtime during staffing shortages, emergencies, or critical incidents.

Nature and Purpose of Contact:

Employees interact constantly with co-workers, the public, groups or individuals who have conflicting opinions or objectives, diverse points of view or differences where skillful communication and/or questioning is required; one on one relationships with a person(s) who may be under severe stress, where gaining a high degree of communication may be required to obtain the desired effect.  Excellent internal and external communication and customer service skills are required involving courtesy, tact, and diplomacy in resolving disputes, complaints or concerns while carrying out the required functions of the position

 Accountability:

The Regional Public Safety Dispatcher is responsible for accurately receiving, documenting, and dispatching emergency and non-emergency calls in accordance with established protocols. Errors in judgment, delayed response, or failure to follow procedures can have serious consequences, including risks to public and responder safety, property damage, and loss of life. Dispatchers must perform their duties with precision, reliability, and adherence to standards to support the effective delivery of public safety services and maintain the integrity and reputation of the ROCCC.

Occupational Risks:

While the position involves minimal physical risk and is performed in a secure indoor setting, Regional Public Safety Dispatchers are regularly exposed to high-stress situations, traumatic events, and emotionally intense calls. The nature of emergency communications requires dispatchers to remain calm, focused, and effective during critical incidents, extended periods of stress, and continuous multitasking. Emotional resilience and mental stamina are essential to succeed in this role.

 Essential Functions:

The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the role.

1.    Answer emergency (9-1-1) and non-emergency telephone calls from the public, public safety agencies, and outside partners.

2.    Obtain and verify critical information such as location, nature of the emergency, and caller details to determine the appropriate response.

3.    Dispatch police, fire, EMS, and mutual aid units for six member communities using a computer-aided dispatch (CAD) system.

4.    Provide Emergency Medical Dispatch (EMD) pre-arrival instructions, including CPR, choking, childbirth, and bleeding control until responders arrive.

5.    Monitor multiple radio frequencies and maintain constant communication with field units to ensure responder safety and situational awareness.

6.    Maintain detailed, accurate, and timely records of all calls, unit statuses, and dispatch activities using CAD and other systems.

7.    Notify external agencies (e.g., medical examiner, tow companies, animal control) in accordance with departmental protocols.

8.    Conduct queries and entries through the Criminal Justice Information System (CJIS) and ensure compliance with all applicable laws and guidelines.

9.    Operate and monitor various public safety systems including radios, telephones, alarm panels, surveillance systems, and weather alerts.

10.  Prioritize calls based on severity, available resources, and departmental guidelines.

11.  Maintain familiarity with the geography, landmarks, and jurisdictional boundaries of all member communities and surrounding areas.

12.  Maintain a calm, courteous, and professional demeanor during high-stress and emotionally charged situations.

13.  Relay critical information and updates to field personnel, always ensuring officer and responder safety.

14.  Identify and report equipment malfunctions or system failures to the appropriate personnel for timely resolution.

15.  Participate in required training, certifications, and continuing education as mandated by the State 911 Department and the ROCCC.

16.  Maintain confidentiality and handle sensitive information in accordance with state and federal laws, CJIS regulations, and agency policy.

17.  Follow all ROCCC policies, procedures, directives, and training bulletins.

18.  Perform additional duties as assigned in support of the ROCCC’s mission to ensure the right people are in the right place at the right time.

Minimum Qualifications:

1.    High school diploma or equivalent; some college or relevant coursework in criminal justice, emergency management, or communications preferred.

2.    Prior experience in a public safety communications center or other high-volume customer service setting is preferred but not required.

3.    Ability to remain calm, focused, and effective under pressure, particularly during high-stress or emergency situations.

4.    Strong verbal and written communication skills, including the ability to communicate clearly over the phone and radio.

5.    Ability to multitask, prioritize calls for service, and manage competing demands in a fast-paced environment.

6.    Willingness and availability to work all shifts, including nights, weekends, holidays, and occasional mandatory overtime.

7.    Strong interpersonal skills with a demonstrated ability to work respectfully and effectively with a diverse team and public.

8.    Basic computer literacy and ability to learn multiple technology platforms used in emergency communications (e.g., CAD, CJIS, E911).

9.    Must successfully complete a comprehensive background check, including criminal history, reference checks, drug screening, and psychological evaluation.

10.  Must obtain and maintain the following certifications within six months of employment:

11.  APCO PST1 or equivalent

12.  Massachusetts State 911 Department NextGen 911 System Certification

13.  Emergency Medical Dispatch (EMD)

14.  CJIS certification

15.  FEMA ICS-100: IS-100: Introduction to the Incident Command System

16.  FEMA ICS-700: IS-700: National Incident Management System (NIMS), An Introduction

17.  Must complete the ROCCC in-house training program, including classroom, simulation, and on-the-job training phases, and demonstrate ongoing proficiency.

Special Requirements:

This position requires the ability to work rotating shifts, including overnights, weekends, holidays, and occasional mandatory overtime. Dispatchers may be required to remain on duty during major emergencies or weather-related events and may be subject to holdover based on operational needs. A valid driver’s license is preferred for training-related travel but is not required for the position. All candidates must successfully complete a comprehensive pre-employment screening process, which includes a criminal background check (CORI), drug screening (including testing for marijuana in accordance with town policy), psychological evaluation, medical/physical examination, and reference checks.

Work Schedule:

Regional Public Safety Dispatchers work an eight-hour shift, following a rotating 4-days-on, 2-days-off schedule. Coverage is required for all nights, weekends, holidays, and special events; time off is granted based on staffing needs and operational requirements.

Knowledge, Abilities and Skill

1.    Working knowledge of or ability to learn public safety communications and emergency response operations.

2.    Ability to follow emergency call-taking and dispatch protocols, including CAD, radio systems, and 9-1-1 technologies.

3.    Strong verbal and written communication skills with the ability to speak clearly and professionally under pressure.

4.    Ability to multitask in a fast-paced environment while prioritizing calls and making sound decisions based on protocol.

5.    Proficiency with computers, keyboarding, and the ability to operate multiple software and technology platforms simultaneously.

6.    High attention to detail and ability to accurately log and document call and dispatch activity.

7.    Ability to remain calm, composed, and focused during high-stress or emotionally charged situations.

Knowledge, Abilities and Skill Cont.:

1.    Strong interpersonal skills with the ability to work respectfully, cooperatively, and effectively with others.

2.    Demonstrated ability to maintain a positive and professional attitude, contribute to a team environment, and avoid negative or disruptive workplace behavior.

3.    Commitment to fostering an inclusive, respectful, and service-oriented culture that reflects the mission and values of the ROCCC.

4.    High level of discretion and ability to maintain confidentiality when handling sensitive or protected information.

Physical Skills:

Work requires moderate, intermittent physical effort. The role is primarily performed while seated at a dispatch console, with occasional standing, walking, talking, hearing, and manual dexterity required. The employee may occasionally need to lift and carry equipment or supplies weighing up to 30 pounds. The position may also involve moving throughout the communications center and occasional regional travel for trainings, meetings, or operational support.

Motor Skills:

The role involves frequent use of computers, dispatch consoles, radio and telecommunications equipment, and other standard office tools. The incumbent must be capable of operating this equipment accurately and efficiently in a high-tempo, multi-tasking environment, particularly during emergency situations. 

Visual Skills:

The position requires strong visual acuity to monitor multiple computer screens and read digital and printed materials for both general understanding and detailed analysis. The incumbent must sustain focused attention across various communication channels and visual inputs simultaneously, especially during high-pressure or critical incidents.