GENERAL PURPOSE: Under general direction, receives and evaluates incoming emergency and administrative requests for emergency services, including but not limited to law enforcement, fire, and emergency medical services (EMS); triages requests for service; provides guidance and assistance to the public in life-safety situations; and coordinates the appropriate responses to high-risk, high-stress operations, with the objective of keeping all participants safe.

A job description is intended to present a general list of tasks/duties performed by employees within this job. Job descriptions are not intended to list all duties performed within the job.

MINIMUM QUALIFICATIONS:

Education and Experience:

• High School Diploma/GED certification from an accredited institution and one (1) year of experience in a call center, customer service, computer applications, data entry, and/or telephone communications; OR an equivalent combination of related education and experience.

Required Licenses or Certifications:

• Valid New Mexico driver’s license or ability to obtain a valid New Mexico driver’s license within 30 days of hire.
• Obtain CJIS/NCIC certification within twelve (12) months of hire.
• CPR for healthcare providers within twelve (12) months of hire.
• Emergency Medical Dispatch (EMD) certification within twelve (12) months of hire.
• Emergency Fire Dispatch (EFD) certification within twelve (12) months of hire.
• Emergency Police Dispatch (EPD) certification within twelve (12) months of hire.
• New Mexico Public Safety Telecommunicator within twelve (12) months of hire.
• ICS 100,144, 200, 700, 800 within twelve (12) months of hire.

Additional Requirements:

• Ability to maintain a valid New Mexico driver’s license.
• A person in this position may not have been convicted, plead guilty, or plead no contest to felony, or serious misdemeanor.
• Must pass an applicable criminal record check and background check.
• Pre-employment drug and alcohol screening.
• Must pass 911 testing to include a typing test with a minimum of 35 WPM.

This is a safety- sensitive position subject to random drug testing in accordance with County policy Article XIII Drug and Alcohol Policy and Testing-Drug Free Workplace of the Sandoval County Personnel Rules and Regulation.

This position is subject to random alcohol and drug testing in accordance with 49CFR.382

SUPERVISION RECEIVED AND EXERCISED:

Position reports to the 911 Supervisor or designee and does not exercise supervision over lower level staff.

ESSENTIAL JOB FUNCTIONS: The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Receives, records, and transmits incoming calls and messages through radio, telephone system, and computer system that pertain to local, state, and federal public safety agencies.
• Provides concise and accurate information regarding emergency situations to individuals requiring notification, including public safety officials and representatives.
• Assists callers in emergency first aid as required.
• Navigates the Priority Dispatch Software in an effective and timely manner; correctly determine the caller’s situation, its corresponding protocol and communicate instructions to the caller and dispatch the incident; enter caller’s information received into the computer aided dispatch system.
• Verifies and composes computer entries and confirmations in NCIC computer system as required.
• Attend and participate in required training including classroom instruction, direct supervision and on the job training.
• Other job-related duties as assigned.

Required Knowledge of:

• Working knowledge of communications center equipment and software.
• Competent decision making in fast-paced, multi-tasking situations.
• Effective communication principles and practices including oral and written communication.
• Modern office procedures, methods, and equipment including computers, computer applications such as word processing, spreadsheets, and statistical databases.
• English usage, spelling, grammar, and punctuation.

Required Skill of:

• Efficiently operate computer systems, telephone systems, and radio equipment.
• Must be able to type rapidly and accurately to perform data entry as necessary to accomplish essential functions of the position.
• Must be able to act in a decisive, calm and prompt manner in stressful situations.
• Must be able to project a positive image when interacting with the public, as well as municipal, county, state, and federal officials, and agencies.
• Maintain confidentiality of information.
• Exhibits strong teamwork while maintaining effective working relationships with co-workers, public, and emergency service providers.
• Must be able to adapt to an ever-changing, fast-paced work environment.
• Exhibits strong teamwork while maintaining effective working relationships with co-workers, public, and emergency service providers.
• Ability to understand and follow instructions to include policy and Standard Operating Procedures.
• Understanding of emergency service station identifiers, and their locations.
• Understanding of geographic locations within the county including fringe areas of bordering counties.

Physical Demands / Work Environment:

• Work is performed in a 24/7 emergency communications center that requires attendance after hours and/or weekends.
• Work level can fluctuate from minimal to fast-paced and high volume.
• Work frequently involves extended periods of time viewing a computer monitor and operating a keyboard.
• Work regularly requires speaking, hearing and utilizing a phone, calculator, cell phone, copier or fax machine.
• Work involves handling crisis situations that required making major decisions involving people, resources, and property quickly.
• Must be available to work shift work, holidays, weekends, scheduled or unscheduled overtime, and coverage of open shifts.
• Must be able to cope in a safe manner with stressful situations, emotional callers, irate responders and unprofessional contacts.
• Work frequently involves manual manipulation of documents and file folders; and opening and closing file drawers.
• Essential and supplemental functions may require maintaining physical condition necessary for sitting, walking or standing for prolonged periods of time, bending, stooping, and lifting and carrying items weighing up to 20 pounds.