Dispatcher, Customer Service​/HelpDesk

Department Of Public Safety

The Department of Public Safety (DPS) is the primary department charged with creating a safe and secure environment at Princeton University. DPS operates 24 hours a day, 365 days a year, and is comprised of 153 staff members. The department consists of professional University police, security officers, dispatchers, and administrators dedicated to providing best-in-class service to the community.

DPS was originally recognized and awarded Law Enforcement Accreditation from the Commission on Accreditation for Law Enforcement Agencies (CALEA) on July 25, 2015, and subsequently awarded reaccreditation status on July 25, 2018, July 25, 2022, and again on July 24, 2026. CALEA serves as the "International Gold Standard for Public Safety Agencies" and oversees a rigorous accreditation process. In addition, DPS was awarded accreditation status by the New Jersey State Association of Chiefs of Police Law Enforcement Accreditation Commission (NJLEAC) on March 14, 2019, and subsequently awarded reaccreditation status on March 10, 2022, and again on March 13, 2025.

These awards are a mark of professional excellence and signify that we have earned these distinguished honors through continued compliance with CALEA/NJLEAC Standards. Throughout these processes, we established and implemented policies and practices that meet or exceed the National and State standards, to serve both the Department and the community well in the future.

The Department of Public Safety is a primary Public Safety Answering Point (PSAP) for 911 calls and serves as the crucial first contact for emergency calls, routing them to police, fire, or Emergency Medical Services (EMS), with responsibilities including call reception, information gathering, and dispatching first responders. DPS receives 4,700+ emergency and 33,000+ non-emergency calls annually. There are nearly 2 million campus-wide radio transmissions annually and 98,500+ Computer-Aided Dispatch (CAD) entries.

The CAD system is used to efficiently manage calls, track resources, and coordinate responses by recording incident data, identifying responder locations (often via GPS), and sending alerts and details to field units, significantly speeding up dispatch and improving situational awareness and safety. The Communications Center issues 3,800 Salto door access control cards, monitors 66,000+ fire alarms, and acknowledges 150,000+ Campus/Building Access Control System (CACS) door alarms annually.

Dispatchers serve as the first point of contact for community members who are seeking assistance with their emergency, non-emergency, and service request calls.

The dispatchers receive calls, monitor several radio frequencies, and monitor intrusion and fire alarms in a fast, courteous, accurate, and efficient manner. After receiving a call the dispatcher must establish the nature and location of call(s), determine its priority, and dispatch the appropriate patrol unit, university support team and/or emergency services as necessary.

Dispatchers maintain contact with all units in service by accurately tracking, monitoring, and documenting officer activities during their shift. They operate Computer Aided Dispatch (CAD) console equipped with multiple computer terminals, including 911 call handling, geographic information system (GIS) mapping, camera systems and a radio console with multiple radio channels to dispatch public safety.

The dispatcher must be familiar with operations and call transfer protocols of the two Mercer County Emergency Services Support Agencies, both Fire and Emergency Medical Services (EMS) Dispatch and the County Emergency Services Support Agencies of the contiguous County's Emergency Service Dispatch, Middlesex County.

The Communications Center operates 24 hours per day, 7 days per week and responds to over 100,000 calls for service and CAD dispatches per year and more than 30,000 emergency and non-emergency phone calls annually. In addition, they provide assistance to walk-up customers and provide general University information about the campus. The successful candidate is a service-oriented team player committed to cultivating relationships with and assisting members of the Princeton University community.

WORK HOURS

The Department of Public Safety is a 24/7, 365-day operation. Must be able to work on all shifts (standard work week is 40 hours, standard shifts are 8, 10, or 12 hours), during various hours, including weekends and holidays. Overtime is mandatory.

• High School diploma or equivalent.
• Must have excellent customer service skills
• Ability to work on all shifts (standard work week is 40 hours, standard shifts are 8, 10, or 12 hours), during various hours, including weekends and holidays. Overtime is mandatory.
• Hold a current Emergency Medical Dispatcher (EMD) certificate or be able to obtain one during the probationary period (first 12 months).
• Hold a current Cardiopulmonary Resuscitation (CPR) card or be able to obtain one…