911 SUPERVISOR

County of Sandoval; United States; On-site; USD 41,328 - 49,593; Full time

Job summary

County of Sandoval seeks an experienced emergency 911 dispatcher to serve as the point of contact for escalated situations, manage day-to-day staffing and scheduling, and coordinate with public safety agencies for optimal center performance.

The role requires extensive certifications (EMD, EFD, EPD, CPR) and a strong background in high‑stress environments; 24/7 shifts, plus background checks and drug testing are standard. Supervisory duties are central to the position.

Qualifications

• High School Diploma or GED from an accredited institution; 5 years’ experience as an emergency 911 operator or dispatcher.
• Staff supervisory experience preferred.
• Must pass applicable criminal record and background checks; pre-employment drug screening; 911 testing including 35 WPM typing.
• Certification in EMD, EFD, EPD within 12 months of hire; CPR for healthcare providers within 12 months.
• CJIS/NCIC and ICS certifications required within specified timeframes.

Responsibilities

• Coordinate and review work of staff to ensure calls are handled professionally and per SOPs.
• Assign tasks and schedule staffing to meet operational needs.
• Coach, train, and motivate staff; provide feedback and corrective action.
• Conduct performance evaluations and mentor telecommunicators.
• Monitor calls to meet performance metrics and customer service standards.
• Escalate complex incidents and provide guidance during emergencies.
• Serve as relief dispatcher during emergencies or shortages.

Skills

Typing 35 WPM

Effective communication

High-stress/panic management

Supervising/leading

Public safety coordination

Education

High School Diploma/GED

Tools

EMD Certification

EFD Certification

EPD Certification

CPR for healthcare providers

CJIS/NCIC Certification

ICS 100/200/700/800

ICS 144/300/1200

Job description

Department: SCRECC
Pay: $30.24-$36.24
Close Date: 07-29-2026

Job Description

GENERAL PURPOSE: Under general supervision, serves as the point of contact for escalated situations; manages day‑to‑day staffing and scheduling; and collaborates with various public safety agencies to ensure optimal performance of the communications center. 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

• High School Diploma/GED certification from an accredited institution and five (5) years’ experience as an emergency 911 operator or dispatcher. Staff supervisory experience preferred.
• Valid New Mexico driver’s license or ability to obtain a valid New Mexico driver’s license within 30 days 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.
• CPR for healthcare providers within twelve (12) months of hire.
• New Mexico Public Safety Telecommunicator Certification.
• CJIS/NCIC certification.
• ICS 100, 200, 700, 800 certification obtained within twelve (12) months of hire.
• ICS 144, 300, 1200 certification obtained within twelve (12) months of hire.
• Must pass an applicable criminal record and background check, pre‑employment drug and alcohol screening, and 911 testing that includes a typing test with a minimum of 35 WPM.
• Must not have been convicted, plead guilty, or plead no contest to a felony, or serious misdemeanor.
• This is a safety‑sensitive position subject to random drug testing in accordance with County policy and 49CFR.382.

Essential Job Functions

• Coordinates and reviews work of assigned staff ensuring all calls are handled professionally, efficiently and in compliance with applicable Standard Operating Procedures.
• Assigns tasks and coordinates day‑to‑day schedules ensuring staffing levels meet operational needs and maintain compliance with departmental policies for shift rotations, breaks, and time off.
• Coaches, trains, and motivates staff; provides constructive feedback; recommends corrective action when necessary; and provides general advice and counsel to staff.
• Conducts regular performance evaluations and provides feedback, ensuring continuous development of assigned staff; mentors and supports telecommunicators in acquiring necessary tools and skills.
• Monitors and reviews calls and dispatch activities to ensure telecommunicators meet performance metrics, customer service standards, and compliance with Standard Operating Procedures.
• Handles complex or critical incidents that require escalation from frontline telecommunicators; provides guidance and decision‑making support during high‑pressure emergencies.
• Serves as a relief dispatcher during emergencies or staff shortages.
• Performs other job‑related duties as required.

Required Knowledge of

• 911 and public safety communications infrastructure including telephone equipment, radio communication shelters and towers, radio consoles, computer hardware, software and network equipment.
• Pertinent federal, state and local laws, regulations and ordinances.
• Competent decision making in fast‑paced, multi‑tasking situations.
• Training techniques and methods.
• Effective communication principles and practices.
• Modern office procedures, methods, and equipment including computers and common software applications.
• Principles of supervision, training, and performance evaluation.

Required Skill in

• Working cooperatively with County employees and the public.
• Delegating responsibilities effectively.
• Typing rapidly and accurately for data entry.
• Managing complex, high‑stress situations.
• Communicating effectively verbally and in writing.
• Conducting training programs associated with public safety answering point functions.
• Establishing and maintaining effective working relationships with employees, other agencies, and the public.
• Utilizing personal computer software and compiling spreadsheets.
• Supervising, leading, and delegating tasks and authority.

Physical Demands / Work Environment

Work is performed in a standard office environment with some outside field work. It is a 24/7 emergency communications center requiring attendance after hours and/or weekends. Work level fluctuates from minimal to fast‑paced and high volume. Frequent extended periods of viewing a computer monitor and operating a keyboard. Requires speaking, hearing and using phones, calculators, cell phones, copiers or fax machines. Handling crisis situations requiring rapid decisions. Requires availability for shift work, holidays, weekends, scheduled or unscheduled overtime, and coverage of open shifts. Must cope with stressful situations, emotional callers, irate responders and unprofessional contacts. Involves manual manipulation of documents and file folders, opening and closing file drawers. Physical condition necessary for sitting, walking or standing for prolonged periods, bending, stooping, and lifting up to 20 pounds.