Emergency Telecommunications Dispatcher I (ETD1)

Company Description

THE CITY:


The City of Newton is a wonderful place to live and work. Newton has safe and attractive neighborhoods, an excellent public school system, an active community life, multiple transportation systems, proximity to Boston and a well-managed and financially strong City government. The City of Newton has a population of approximately 88,900, with 32,600 housing units and occupies a land area of 18.3 square miles. Newton is principally suburban-residential in character. Unlike many other communities that are established around a single Main Street or downtown, Newton is comprised of thirteen distinctive villages. Newton has a diversified economic base with approximately 4,700 establishments employing approximately 79,500 people. Newton is special in many ways. It is home to a variety of private secondary and post-secondary schools including a portion of Boston College, Lasell University, William James College, Hebrew College, and the UMass Amherst – Mount Ida Campus. The longest stretch of the Boston Marathon runs through the City, including the well-known Heartbreak Hill. Newton-Wellesley Hospital, part of the Mass General Brigham health care system, serves as an important partner to the City. In September 2018, Newton was again ranked #1 in Massachusetts as the best place to live and #12 in the U.S.



OUR GOVERNMENT:


Newton has what is known as a “strong Mayor” form of government with the Mayor having the executive and administrative powers of the City. The legislative branch is comprised of 24 City Councilors. Mayor Marc C. Laredo was sworn in on January 1, 2026 after serving on the City Council. The City of Newton was evaluated by Moody’s Investors Services in February 2020 and assigned its highest rating of AAA. Newton was thus well-positioned to weather the pandemic and economic downturn.



AS AN EMPLOYER:

The City of Newton believes that its employees are its greatest asset. To that end, we are committed to supporting our employees by providing competitive wages and growth, a comprehensive benefits package which includes a defined municipal pension plan, quality health and dental insurance plans, generous paid leave benefits, paid holidays, and access to supplemental benefits such as deferred compensation, short term disability plans, flexible spending accounts, and other employee benefits. We also provide access to an Employee Assistance Program and access to employee training and professional development opportunities. We continuously work to review and expand upon our benefit offerings. We encourage you to visit our Human Resources Department website to learn more about our organization and benefits which are available to our employees. And as always, you are encouraged to reach out to our dynamic HR Team by emailing [email protected].

Human Resources Diversity Statement

We recognize our workforce is a source of strength that is vital to our ability to effectively serve the City of Newton’s diverse community. We will:

• Actively recruit, develop, and retain a diverse and talented workforce.
• Proactively address discrimination through education and in partnership with other departments and leaders.
• Serve as a role model to celebrate and nurture diversity.
• Foster inclusion by staying curious and clarifying assumptions.
• Evaluate and develop policies and practices that reflect the diverse nature of our workforce.
• Build and strengthen accountability at all levels to support diversity efforts.

Job Description

Come join our Emergency Telecommunications Department!

The listed salary reflects the range for this fiscal year and does not include other pay enhancements that are available to our ETDs upon the completion of training such as night shift differential pay of 9 - 10%, EMD/Technology Stipends of $1200 annually, paid vacation and sick leave and much more. You will also have access to promotional opportunities in the future as an ETD Supervisor which currently has a pay range of $72,839 - $97,888 annually plus benefits (see below for general details of other benefits available to you as a City employee).

Have an interest in being a police officer or fire fighter but want to learn more about the public safety team? Well, becoming a dispatcher is a great way to be part of a dedicated team of public servants and learn about this field.

Please feel welcome to contact the HR Department for additional information relating to this position and its compensation. You can contact us by replying to this posting or by emailing us at [email protected].

The FY26 EDT1 salary schedule is as follows below. Members of this bargaining unit are eligible for annual step increases on their anniversary date, as well as an annual cost of living adjustment (COLA).

• Step 1: $61,925
• Step 2: $63,781
• Step 3: $65,696
• Step 4: $67,666
• Step 5: $69,695
• Step 6: $71,787
• Step 7: $73,940
• Step 8: $76,159
• Step 9: $78,442
• Step 10: $80,796
• Step 11: $83,221

The job duties listed below are specific to the Emergency Telecommunications Dispatch I (ETD1) position, though ETD1s are expected to become proficient in Police and Fire Dispatching and move on to ETDII status within an amount of time as designated by the City of Newton.

Primary purpose:

The ETD is a critical part of the public safety team here in the City of Newton. Under the supervision of the appropriate supervisor and in accordance with departmental procedures, the Emergency Telecommunications Dispatcher I (ETDI) has the primary purpose of receiving and responding to oral and electronic emergency 911 calls, other business lines, medical, sewer and water, silent and intrusion alarms, and other means of communication requests for assistance or service in order to coordinate the assessment, evaluation and response by ETDIIs in the deployment of appropriate resources, personnel and information; maintains incident records and data; responds to requests for information and resources from public safety personnel; performs periodic testing of various equipment; coordinates with third parties to give and receive information; and all other duties as directed and required. Sound decision making capability and the ability to multitask in often stressful circumstances for long periods of time is necessary and required for the effective completion of tasks.

Supervision Received: Works under the policy direction of the Chief of Police and Bureau Commander and the general supervision of the shift supervisor and/or designee. Follows department rules, regulations, and policies, requiring the ability to plan and perform operations, and to independently complete assigned tasks under often stressful circumstances. Maintains a strong sense of urgency in order to meet emergency needs and respond to inquiries, calls and emergencies in a timely, efficient and safe manner.

Supervision Given: none. ETDIs are eligible to elevate in tier to the position of ETDII when fully capable of assuming the additional duties required of an ETDII.

Essential Functions: (The essential functions or duties listed 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 position.)
Receives emergency 911 and other oral and electronic inquires, ascertains extent of emergency or inquiry and determines the appropriate type, need, and level of service required to respond effectively. Evaluates emergency severity and responds according to established guidelines. Obtains or solicits information necessary for caller or patient identification and emergency needs through emergency medical dispatch (EMD) protocols.

Answers silent and intrusion alarms, telecommunication devices for the hearing impaired and other means of communication requests for assistance, aid, or service. Responds to vehicle registration, driving records and other police requests. Follows up on requests for stolen car, stolen vehicle plates, missing persons, outstanding warrants, and other data. Logs or records radio calls, incident transactions, and activity reports.

Monitors and responds to intrusion, hold up, burglar, and other direct connect alarms. Monitors occupied police holding cells and other public safety building areas. Answers routine police and medical incoming telephone calls, ascertains nature of call and routes to appropriate person or department.

Enters data and retrieves communications computer systems information in order to keep records of all actions including alarms received and transmitted, location and nature of calls. Performs periodic testing of various equipment including, police radio and telephone systems.

Contacts third party vendors to give or receive information such as power lines down, gas leaks, pinging of phones and other ongoing situations in the City.

Participates in City and other emergency drills, training and activities. Follows and adheres to department, City and other government rules, regulations, policies, and procedures including mandatory overtime policy.
Performs other duties as required and directed by the appropriate supervisor, Chief of Police or designee.

Qualifications: (To perform successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.)

Education, Training and Experience: High School/GED and one to three (1-3) years of related work or training experience, or equivalent combination of education and experience. Associates degree or bachelor’s degree in criminal justice of related field is preferred. Ability to type at least thirty (30) words per minute. Must have interest in and be suitable for work in a combined Police, Fire and EMS dispatch center. Ability to work a schedule that includes rotating shifts including days, nights, weekends, holidays and occasional required overtime. Must obtain certification from the Massachusetts State 911 within a period of time as determined by the City.

Special Requirements: The City of Newton operates under a tiered system for its emergency telecommunications dispatcher positions. ETDIs are responsible for the call taking, EMD and E-911 aspects of the ETD model and does not include the requirement of Police and Fire dispatching. ETDIs will be trained on the full aspects of Police and Fire dispatching in order to ascertain if they are eligible to elevate to an ETDII. Must be able to successfully pass a thorough background check for public safety personnel and maintain a record that does not conflict with the ability to work within a police department. A strong and continued commitment to public service required and the ability to display a continuous commitment to public safety and the emergency communications profession.

Knowledge, Skill and Ability:

Knowledge: Knowledge of a community safety communications, police practices, operation of radio communication and dispatch, administrative office procedures and the operation of office equipment such as personal computers and computer software. Detailed knowledge of the City of Newton, including streets and locations in Newton, is highly desirable. Knowledge of emergency communications best practices and all aspects of required training.

Skills: Skill in reading and interpreting documents such as reports and procedures manual. Excellent customer service skills, computer skills, and communication skills required. Skill in writing routine reports and in presenting information effectively, which may often be controversial in nature, to citizens, employees of the City and others as appropriate. General math skills required.

Ability: Ability to learn and understand the basic field operation of Police, Fire and EMS departments. Ability to gather information quickly and accurately. Ability to relay information to Police Officer, Firefighters, EMS providers, etc. in a clear and articulate way. Ability to read and understand maps and give directions. Ability to learn the use of various types of technical equipment, including computer aided dispatch (CAD), signaling, alarm monitoring, telephone consoles, and general personal computers. Ability to remain calm during emergency situations, peaking workloads and multiple simultaneous responsibilities. Ability to use judgement in the analysis of facts and circumstances to solve complex problems. Ability to interpret a variety of instructions furnished in varying forms.

Physical Requirements and work environment: (The physical demands described here represent those requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable eligible individuals with disabilities to perform the essential functions.)

Majority of work is performed in a moderately noisy work environment with constant interruptions. Subject to the stress of emergency incidents and the volume and/or rapidity with which tasks must be accomplished.

Operates computer, printer, video display terminal, calculator, telephone, copier, facsimile machine, and all other standard office equipment, alarms, and specialized equipment in the 911 Center. While performing duties the employee is regularly required to sit/stand in one location for long periods and can be confined to the dispatch console for long periods when absence from resources and workstation is not possible due to emergency situations that require constant attention.

Tasks require the ability to exert light physical effort which may involve some moving, reaching, using hands to operate equipment and may require the occasional need to lift, reach, move, carry, push, or pull objects and materials of light weight (5 - 10 pounds). Some tasks require the ability to perceive and discriminate sounds and visual cues or signals.

Constant contacts with the general public, field personnel, city personnel and other public safety partners. Contacts are oral and electronic in nature but most often by telephone and involve discussing both routine and complex and/or emergency information. Communications require patience, courtesy, calm, and ability to communicate effectively under stress. Circumstances often require the ability to deescalate situations and others while maintaining a level of professional control and demeanor.

Has access to high security personal confidential information.

Errors could result in critical confusion and delay in the dispatching of emergency services; errors could cause exposure for the City of Newton to certain legal liabilities, have a continuing adverse effect on the Police Department’s ability to deliver services, be costly to correct and cause significant adverse public relations.

Schedule

ETDs work a schedule of four (4) shifts on and two (2) shifts off, with every sixth weekend off. New ETDs will train on the day shift (7:30 a.m. – 3:30 p.m.) or the first half shift (3:30 p.m. – 11:30 p.m.). Once training is completed, new ETDs will be assigned to one of three shifts: the day shift (7:30 a.m. – 3:30 p.m.), first half shift (3:30 p.m. – 11:30 p.m.) or the last half shift (11:30 p.m. – 7:30 a.m.). ETDs are required to work nights, weekends and holidays as essential public safety personnel.

Benefits

• Health insurance
• Dental insurance
• Tuition Reimbursement
• Flexible Spending Accounts
• 457 Deferred Compensation plans
• Metro Credit Union
• Verizon Wireless discount
• Employee Assistance Program
• Generous paid leave time benefits and paid holidays.
• City Retirement (Mandatory)
• Weekly Direct Deposit
• Opportunity to serve the public and join a dynamic team of dedicated employees