911 Dispatcher Trainee

City of Durango; Durango (CO); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Comprehensive medical insurance

PTO and holidays

Rotating 3–4 day work week

401(a) retirement plan

Life insurance

Job summary

Durango-La Plata Emergency Communications Center is recruiting for a 911 Dispatcher Trainee. You will receive hands-on training under a Communications Training Officer, learning to handle emergency and non-emergency calls, operate CAD systems, and adhere to department protocols.

Upon successful completion you may be promoted to Dispatcher on probation. This trainee program emphasizes prioritizing calls, dispatching resources, and maintaining clear communication with the public and responders,

Qualifications

• High school diploma or equivalent.
• Two years of customer service experience.
• Ability to obtain and maintain emergency communications certifications during initial training.
• Availability to work various shifts, including holidays, nights, and weekends.

Responsibilities

• Attend and actively participate in all scheduled 911 communications training sessions.
• Learn to operate computer-aided dispatch (CAD) systems.
• Learn department protocols, policies, and procedures.
• Use proper telephone etiquette when answering both emergency and non-emergency calls.
• Become familiar with the geographic areas served, including agency-specific jurisdictions and services.
• Learn standard radio procedures and how to maintain contact with field responders.
• Obtain required certifications for providing lifesaving and pre-arrival medical instructions.
• Develop critical skills, such as prioritizing calls and dispatching the appropriate resources.
• Accurately document activities and complete reports as required.
• Learn to read, interpret, and correctly respond to NCIC and CCIC transactions and messages.
• Complete assignments related to law enforcement, fire, EMS, and other agency responses under supervision.

Skills

Customer service

High-stress handling

Communication skills

Active listening

De-escalation

Education

High school diploma or equivalent

APCO EMD Certification

CPR Certification

PSTC1 Certification

ICS Certification

Open Fox OSN Certification and security clearance

Job description

Do you have experience providing exceptional customer service? Do you thrive in high-pressure situations? If you’re looking for a rewarding role with great benefits, this is the career for you.

At the Durango-La Plata Emergency Communications Center, we are committed to providing customer-centric emergency services by demonstrating professionalism, empathy, and accuracy in every interaction to safeguard and serve our community. We are seeking individuals to represent our agency and grow with us. Join our team and discover the satisfaction of making a daily difference in the lives of our community members and visitors.

Expected start date: January 25, 2027.

Learn How We Turn a Phone Line into a Lifeline

As a 911 Dispatcher Trainee, you’ll receive hands‑on training under the guidance of a certified Communications Training Officer (CTO). You’ll learn how to handle emergency and non‑emergency calls, operate computer‑aided dispatch systems, and communicate clearly with the public and first responders.

Through this structured training program, you’ll develop the skills needed to prioritize calls, dispatch appropriate resources, and monitor radio traffic. Upon successful completion of the program, you may be promoted to Dispatcher on a probationary basis. Trainees must show consistent progress and meet performance standards to remain in the program.

City of Durango’s Trail to Excellence

The City of Durango is a purpose-driven organization with more than 400 full‑time and 300 part‑time and seasonal employees across 15 departments, all working together to provide a wide range of services that keep our community running every day. From public safety and utilities to parks and recreation, our team is dedicated to delivering high‑quality services that enhance the lives of all who live, work, and visit here.

At the city, we focus on continually improving how we work and serve the community. This effort is called the Trail to Excellence (T2E), and every employee plays a part in it. Whether you work outdoors, in an office, or lead a team, your daily efforts connect to the city’s mission of providing excellent service and reaching the city’s vision of being a multigenerational community that is authentic, diverse, engaged, thriving, and environmentally responsible. The full details of this vision are outlined in the city’s strategic plan.

As a member of our team, your work will be meaningful because:

• Your ideas help shape citywide improvements.
• The work you do ties directly into measurable goals.
• You’ll be part of a system that values collaboration, innovation, and results.

We’re looking for team members who share our core values of teamwork, dependability, professionalism, service, respect, innovation, and wellbeing — and who are excited to make a difference in the community we serve.

What You’ll Do in This Role:

• Attend and actively participate in all scheduled 911 communications training sessions.
• Learn to operate computer‑aided dispatch (CAD) systems.
• Learn department protocols, policies, and procedures.
• Use proper telephone etiquette when answering both emergency and non‑emergency calls.
• Become familiar with the geographic areas served, including agency‑specific jurisdictions and services.
• Learn standard radio procedures and how to maintain contact with field responders.
• Obtain required certifications for providing lifesaving and pre‑arrival medical instructions.
• Develop critical skills, such as prioritizing calls and dispatching the appropriate resources.
• Accurately document activities and complete reports as required.
• Learn to read, interpret, and correctly respond to National Crime Information Center (NCIC) and Colorado Crime Information Center (CCIC) transactions and messages.
• Complete assignments related to law enforcement, fire, Emergency Medical Services (EMS), and other agency responses under supervision.

You Have:

• A high school diploma or equivalent.
• Ability to obtain and maintain the following certifications and clearances during initial training:
  • Association of Public Safety Communications Officials Emergency Medical Dispatcher (APCO EMD)
  • CPR Certification
  • Public Safety Telecommunicator 1 (PSTC1)
  • Incident Command System (ICS) Certification
  • Open Fox OSN Certification and security clearance
• Two years of customer service experience.
• Ability to work effectively in high‑stress situations, manage multiple incidents, and maintain a calm and professional demeanor. This includes using active listening techniques and objective situation analysis to determine a proper response.
• Excellent communication skills, both written and verbal, along with knowledge of conflict resolution, defusing, and de‑escalation techniques.
• Availability to work various shifts, including holidays, nights, and weekends.

Conditions of Employment:

All candidates must pass a background check, including criminal history (local, state, and federal), credit, driving record, insurance, and social media screening. This is required due to access to sensitive law enforcement facilities, records, and systems. Employees must meet high standards of legal responsibility to maintain the certifications required for the role. A medical exam will also be required after a conditional job offer is made.

What We Can Offer You:

• Comprehensive medical, dental, and vision insurance.
• Ample personal time off (PTO) and 11 paid holidays.
• Rotating 3 and 4‑day work week.
• 401(a) retirement plan and optional deferred compensation plan.
• Basic life insurance and accidental death & dismemberment (AD&D) coverage.
• Long‑term disability coverage.
• Paid family and medical leave.
• Commitment to employee wellness:
  • Access to Employee Assistance Program (EAP)
  • Resiliency Program: Offers guidance, coaching, and confidential support for mental well‑being. Earn 8 hours of PTO for each bi‑annual counseling session attended.
  • Free access to Durango Community Recreation Center and Chapman Ice Rink and Ski Area.
  • Participation Employee Wellness Program that addresses physical, mental, financial, and professional well‑being.
• Free transit pass and family member discounts.
• Reimbursement for job‑related classes to foster continuous learning.
• Community engagement: 16 hours of volunteer time off per year to support local non‑profit organizations.