DISPATCHER II

The Pueblo of Sandia; Bernalillo (NM); On-site; USD 35,000 - 50,000; Full time

Job summary

The Pueblo of Sandia is hiring a Telecommunicator to oversee dispatch operations for law enforcement, fire, and EMS units. This critical role ensures rapid response, safety, and support during emergencies and public inquiries.

Qualified candidates will have a high school diploma, relevant dispatch certifications, and two years of related experience. The position involves shift work, responding to emergency calls, and maintaining accurate records in a high-pressure environment.

Qualifications

• Two (2) years related experience in data entry or emergency communications.
• NMLEA Public Safety Telecommunicator Certification required.
• First Aid/CPR Certification within 60 days of hire.

Responsibilities

• Dispatch emergency units in response to calls for service.
• Provide accurate information to responders for officer safety.
• Update and maintain records of all field units and calls.

Skills

Knowledge of principles and practices of radio dispatch and communication

Ability to remain calm and handle emergency situations

Skill in preparing clear, concise, accurate reports

Ability to communicate effectively both verbally and in writing

Education

High School diploma or GED equivalent

Tools

Computer Aided Dispatching (CAD)

Radio communication equipment

Job description

Position Summary

Dispatches tribal law enforcement, fire, EMS, and other tribal service units to emergency and non-emergency scenes/calls; provides responders with complete and accurate information to ensure officer safety and prompt response. Communicates with other outside agencies both by radio and telephone as needed.

Essential Duties and Responsibilities

• Answer multi-line phones, both administrative and 911; record incoming calls via land line and radio transmissions.
• Dispatch emergency units in response to emergency and non-emergency calls for service; determine the nature and location of calls; prioritize response and dispatch appropriate agency.
• Communicate with police officers, EMS personnel, fire personnel, and outside agencies via radio.
• Provide general information as requested by the public; create and categorize all calls for service from the public.
• Provide concise and accurate information to appropriate emergency/non‑emergency units.
• Maintain accurate records of the location and status of all field units; document all calls, phone and radio.
• Assist callers in emergency first aid as prescribed in state‑recognized emergency medical dispatch procedures if certified.
• Access and disseminate information maintained in available databases such as: National Crime Information Center (NCIC), National Law Enforcement Telecommunications System (NMLETS), New Mexico Crime Information Center (NMCIC), Computer Aided Dispatching (CAD) and New Mexico Department of Motor Vehicles files.
• Maintain updated files of current warrants, criminal complaints, civil complaints, restraining orders and probation paperwork.
• Update and maintain lists of contacts of various emergencies.
• Maintain adequate copies of all forms necessary to complete assigned tasks.
• Prepare reports upon request of supervisor, captain or chief of police.
• Report any malfunctions of equipment to supervisor.
• Maintain current NCIC certification; train dispatch and police officers on use of NCIC.
• Stay current on the proper procedure to request confidential information that field units need, e.g. who a cell phone is registered to.
• Notify chain of command of any major incidents; report any NCIC security violations.
• Maintain punctual and regular attendance; report to work based on the assigned schedule.

Additional Responsibilities

• Perform other job‑related duties as assigned.
• Provide a quality guest service experience for all team members working at Pueblo of Sandia.
• Serve as the initial point of contact for guest inquiries in a courteous and attentive manner.
• Reflect a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur.
• Resolve all issues in a timely manner, ensuring guest satisfaction and exceeding expectations.
• Possess knowledge and understanding of all products and services offered.
• Build relationships with guests based upon respect and confidence while maintaining a friendly, approachable demeanor.

Key Performance Indicators

This position has Key Performance Indicators (KPIs) identified as a measurement of success. KPIs will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPIs as part of the performance review process.

Knowledge, Skills, and Abilities

• Knowledge of the scope, landmarks and geological locations within the Pueblo of Sandia.
• Knowledge of principles and practices of radio dispatch and communication.
• Skill in the operation of computers and office equipment that includes copier, telephone and audio equipment.
• Skill in preparing clear, concise, accurate, and complete written reports.
• Ability to use call management and mapping system and recording equipment for radio and phones.
• Ability to operate radio communication equipment, enhanced 911 telephone equipment, digital recording equipment, computers, printers, TTD (Deaf/Hearing Impaired) telephone, facsimile machine and photocopy machine.
• Ability to remain calm and handle emergency situations.
• Ability to perform duties under stress, maintain composure and professionalism under stressful conditions and in the face of provocation.
• Ability to maintain confidentiality of information as directed by tribal and police policies.
• Ability to learn equipment used in performing duties.
• Ability to establish and maintain effective working relationships with the public, tribal government and other law enforcement and public safety agencies.
• Ability to refer to and use manuals regarding the use of equipment and emergency procedures.
• Ability to work extended hours, weekends, and holidays.
• Ability to communicate effectively both verbally and in writing.
• Ability to work well with others.

Physical Requirements

• Balancing: Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
• Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.
• Crawling: Moving about on hands and knees or hands and feet.
• Crouching: Bending the body downward and forward by bending leg and spine.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.
• Finger Dexterity: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Grasping: Applying pressure to an object with the fingers and palm.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make discriminations in sound.
• Kneeling: Bending legs at knee to come to a rest on knee or knees.Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Must be able to lift at least 25 lbs.
• Pulling: Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.
• Pushing: Using upper extremities to press against something with steady force to thrust forward, downward, or outward.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Seeing: The ability to perceive the nature of objects by the eye.
• Walking: Job requirements include walking throughout the work area, on various work surfaces throughout internal or external locations.
• Sitting: Particularly for sustained periods of time.
• Standing: Particularly for sustained periods of time.
• Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
• Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Physical Working Conditions

Work is generally performed in indoor settings in emergency and extremely stressful situations. Noise level is usually moderate. Frequent interaction with the public. Shift work, weekend and holiday work required. Subject to hazards such as common cold and influenza.

Qualifications

• High School diploma or GED equivalent required.
• Two (2) years related experience in data entry, computer applications, telephone communications or emergency communications/radio dispatching.

Relevant work experience or education may be substituted to satisfy education and/or work experience.

License/Certifications/Registrations

• NMLEA Public Safety Telecommunicator Certification.
• New Mexico Department of Public Safety Telecommunicator Certification.
• EMD Certification (Emergency Medical Dispatch) preferred.
• NCIC Certification within 60 days of hire.
• First Aid/CPR Certification within 60 days of hire.
• Pass a stringent background investigation and character investigation in compliance with PL 101.630.
• Pass a pre‑employment and random drug screening.