Public Safety Communication Specialist

Our diverse and inclusive workforce of more than 7,000 employees play a key role in the success of San José, the heart of the Silicon Valley. All City of San José employees work together as one team to make San José a vibrant, innovative, and desirable place to live and work. Visit here to learn more about our One Team Leadership Values and Expectations, including quality and excellent customer service and here to learn more about San José.

The City of San José is an equal opportunity employer. Applicants for all job openings will be considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, veteran status or any other consideration made unlawful under any federal, state or local laws. The City of San José is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 408-535-1285, 711 (TTY), or via email at CityCareers@sanjoseca.gov.

About the Department

The San José Fire Department's (SJFD) core mission is to serve the community by protecting life, property, and the environment through prevention and response. SJFD is a high-volume, high-performance, all-risk Fire Department that protects approximately 200 square miles including, residential, commercial, high-rise, wildland interface areas, and several high-hazard occupancies. 

Click here for information on the SJFD Department.

Click here for information on Benefits. 

Click here for information about the Fire Communications Division.

Position Duties

The San José Fire Department is currently seeking to fill two (2) full-time Public Safety Communications Specialist vacancies in the Fire Communications Division.

The salary range for this classification is: $91,837.20 - $111,602.40.

This salary range includes an approximate five percent (5%) ongoing non-pensionable compensation. The actual salary shall be determined by the final candidates’ qualifications and experience.

The San José Fire Department is accepting applications for the position of Public Safety  Communications Specialist. This is the journey-level classification for a career in public safety call taking within the City of San José. As a Public Safety Communications Specialist, you are provided with formal classroom-based academic and on-the-job training to develop the knowledge, skills, and abilities necessary to perform the full range of public safety call taking functions. Public Safety Communications Specialists must successfully complete all formal academic and on-the-job training. 

Duties of the Public Safety Communications Specialist include answering emergency and non-emergency telephone calls, complying with medical and fire call taking policies and protocols, obtaining information from callers, providing emergency instructions over the telephone, entering data into the computer-aided dispatch (CAD) system, and performing other related work as assigned.

The Public Safety Communications Specialist Training Program includes Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD) protocol training. The EMD and EFD certification is a condition of employment. If an employee fails to maintain San José Fire Department protocol compliance standards, the employee is subject to discipline up to and including termination.

These positions require working weekends, holidays and/or assignments including swing, midnight, or other nonstandard shifts. Shifts are currently an 8-hour schedule (five days a week). Shift schedules may change based on the needs of the Department and may include an alternate 9-hour schedule (every other set of days off includes three days off). You must be available to work the shift schedule assigned to you by the Department. There is a swing shift differential pay of $2.25/hour and night shift of $2.50/hour.

Mandatory overtime will be required during critical incidents or to maintain staffing levels.

Wearing a uniform is required.

Minimum Qualifications

Education: Completion of high school or equivalent (General Education Development [GED] Test or California Proficiency Certificate). 

Experience: One (1) year of experience working in public contact employment defined as customer service, a call center, or a closely related field where substantial face-to-face or over-the-phone contact was made with the public.

Acceptable Substitutions: Completion of the California Commission on Peace Officer Standards and Training Public Safety Dispatchers’ Basic Course may be substituted for the one (1) year of required experience.

Required Licensing:

• Must possess and maintain the Emergency Medical Dispatch and Emergency Fire Dispatch certification through the International Academies of Emergency Dispatch within three (3) months of employment.

Other Qualifications

The ideal candidate will possess the following competencies, as demonstrated in past and current employment history.

Job Expertise - Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations. 

Communication Skills - Effectively conveys information and expresses thoughts and facts clearly, orally and in writing; demonstrates effective use of listening skills; displays openness to other people's ideas and thoughts.

Computer Skills - Experienced with common business computer applications including but not limited to: MS Outlook, MS Word, MS PowerPoint, MS Access, and MS Excel.

Customer Service - Demonstrates the ability to anticipate customers' needs and deliver services effectively and efficiently using professional demeanor. 

Flexibility – Makes effective decisions and achieves desired results in the midst of major changes in responsibilities, work processes, timeframes, performance expectations, organizational culture, or work environment.

Multi-Tasking - Can handle multiple projects and responsibilities simultaneously; has handled a wide variety of assignments in past and/or current position(s).

Reliability - Completes quality work assignments in a timely and efficient manner; fulfills responsibilities and maintains confidentiality as appropriate. 

Teamwork & Interpersonal Skills - Develops effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.

In addition, ideal candidates will also possess basic knowledge, skills and abilities to:

• Pass an intensive background investigation;
• Learn to accurately and quickly enter information in the computer system while receiving information via radio and telephone;
• Learn commands, event types, and terminology used in computer-aided dispatch;
• Retain composure and work accurately under pressure in emergency situations;
• Read, write, spell, and speak in clear and concise English;
• Deal tactfully with the public and others;
• Follow oral and written instructions;
• Learn and interpret maps;
• Work in a confined area and wear a headset
• Type
• Competency in a City approved language other than English is desirable, but not required for employment.

Selection Process: 

The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to all the job specific questions. You must answer all questions to be considered or your application may be deemed incomplete and withheld from further consideration. Applicants are expected to write their own essays/responses.  Please be advised that use of AI content in your responses may result in your removal from the hiring process. Only those candidates whose backgrounds best match the position will be invited to proceed in the selection process. Applicants deemed most competitive after oral interviews will be required to pass a Fire background investigation, which includes polygraph and psychological screening. Additional phases of the selection process are described below.

Tentative Timeline

• Information Session:  08/20/2025
• Personal History Questionnaire: 08/20/2025 – 08/27/2025
• Computer Practical (CritiCall Exam):  08/20/2025 – 08/27/2025
• Oral Board Interview: Week of 09/10/2025
• Tour/Sit Along: 10/06/2025 – 10/18/2025
• Backgrounds: 09/23/2025 – 11/04/2025
• Selection Interview (Second Interview): 11/17/2025 – 11/18/2025
• Poly/Psych/Medical Exams: 11/26/2025 – 12/08/2025
• Final Job Offer Notifications: 12/17/2025
• Academy Start Date: 01/19/2025

*DATES MAY BE SUBJECT TO CHANGE IF NEEDED*

INFORMATION SESSION: The Information Session provides applicants with more details regarding the day-to-day duties of the position(s) and an overall understanding of the hiring and training process.  Candidates will also have an opportunity to ask questions of current dispatch personnel.

PERSONAL HISTORY QUESTIONNAIRE (PHQ): The most qualified applicants for Public Safety Communications Specialist will be invited to complete an online pass/fail PHQ screening. The PHQ screening is designed to identify applicants who meet the Fire Department's hiring standards. The PHQ screening will consist of approximately 180 questions. The questionnaire will ask applicants to self-report behavior that has been determined to relate directly to job suitability.

Applicants should be prepared to provide detailed information of their personal history in the following nine categories: education, employment, driving history, military experience, substance use, financial history, legal history, fire, public safety and/or emergency medical experience, and other general information.

COMPUTER PRACTICAL EXAM (CritiCall): Candidates will be invited to take a computerized practical exam. During this exam, applicants are tested in several areas including data entry, multi-tasking, call summary, reading comprehension, map reading and more. Only the most qualified applicants will move forward from this examination.

COMPUTER PRACTICAL (CritiCall) TEST PREPARATION: Additional information about the computer practical exam (CritiCall), including a test preparation guide can be found at: https://criticall911.com/dispatcher-testing/applicants/

The San José Fire Department will not accept previous test scores; all candidates who pass the PHQ must take and pass the computer practical exam (CritiCall) during this recruitment in order to continue to be considered for the position. 

ORAL BOARD INTERVIEW: Oral board interviews will be held after candidates pass the practical exam (CritiCall).

BACKGROUND: The most qualified candidates who pass the practical exam (CritiCall) and oral board interviews will be considered for advancement to the background. 

TOUR/SIT ALONG: This is an in-person sit along in the Fire Communications Center. Candidates who advance to the background will be notified regarding scheduling of the in-person sit along.

If you have questions about the duties of these positions, the selection or hiring processes, please contact Ginger Quijano at Ginger.Quijano@sanjoseca.gov. 

Additional Information:

Employment Eligibility:  Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application.  

You must answer all job-specific questions to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration. Applicants are expected to write their own essays/responses.  Please be advised that use of AI content in your responses may result in your removal from the hiring process.

Please note that applications are currently not accepted through CalOpps or any other third party job board application system.

This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in this classification, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment.

Please allow adequate time to complete the application and submit before the deadline or the system may not save your application.  If your online application was successfully submitted, you will receive an automatic confirmation email to the email address you provided.  IF YOU DO NOT RECEIVE THE CONFIRMATION, please email CityCareers@sanjoseca.gov and we will research the status of your application.