Emergency Communications Operator I

Bernalillo County; Albuquerque (NM); On-site; USD 38,000 - 39,000; Full time

Benefits offered by this job

Health benefits

Remote & flex-work options where able

Career development opportunities

Generous leave accruals

Job summary

Bernalillo County is seeking an Emergency Communications Operator I to answer 9-1-1 and non-emergency calls, dispatch units, and provide pre-arrival instructions from the Emergency Communications Center. The role requires precise information handling, adherence to protocols, and collaboration with responders.

The position involves various shifts, potential overtime, and the need to learn radio/CAD codes to support operations.

Qualifications

• High school diploma or GED required.
• 1 year related experience in data entry, computer use or telephone communications; or 6 months in emergency communications/radio dispatching.
• Must type at least 40 words per minute.
• Familiarity with FCC radio procedures and discipline.
• Ability to perform under stress and remain precise in communications.
• Excellent English oral and written communication mandatory.
• Able to learn radio/CAD codes and operate dispatch equipment.
• Must understand the County’s geography and work with TDD devices when needed.

Responsibilities

• Answer 9-1-1 and non-emergency calls clearly and promptly.
• Dispatch law enforcement, fire, EMS units accurately.
• Maintain records of unit locations and statuses.
• Provide pre-arrival instructions per EMS/EFD procedures.
• Access NCIC, NLETS, NMLETS, WITS, CAD, and NM DMV files per policy.
• Provide timely, concise information to responding units.
• Assist the public with information as requested.
• Collaborate with team members to ensure effective coverage.

Skills

Typing 40 wpm

Clear oral and written English

Ability to work under stress

Learn radio/CAD codes

Communicate with the public

Education

High school diploma or GED

1 year related experience or 6 months dispatch experience

Job description

Emergency Communications Operator I

Department: Emergency Communications

Location: 10401 HOLLY AVE NE

Pay: Rate of pay per hour while on probation: $27.58. Union pay rate per hour: $28.13

Employees at Bernalillo County enjoy the ability to team up with each other to build a high quality of life for our county residents, communities, and businesses. In addition to being an organization with a strong focus on work-life balance, building a culture of flexibility, learning, and belonging the County offers many benefits. Employees of Bernalillo County enjoy many thoughtful rewards such as, but not limited to generous leave accruals; career development opportunities; remote & flex-work options as appropriate; longevity pay; education assistance program; health benefits; lucrative retirement; and so much more.

The Emergency Communications Operator I, under direct supervision, answers emergency (9-1-1) and non-emergency calls, dispatches law enforcement, fire, rescue, support service units, and provide emergency medical and fire pre-arrival instructions. Provides and updates responding emergency personnel with current information. Worker will be required to work various days, shifts, holidays, and overtime. Work is highly sensitive requiring precise information to be communicated in an accurate and concise manner in accordance with public safety emergency communications standards; procedures; laws and ordinances.

DUTIES AND RESPONSIBILITIES

• Receives and responds to recorded emergencies (9-1-1) and non-emergency incoming calls in a concise, timely, and accurate manner in accordance with applicable protocols and standards.
• Dispatches units in response to emergency and non-emergency calls for service for law enforcement, fire, and Emergency Medical Services (EMS) in a concise, timely, and accurate manner in accordance with applicable protocols and standards.
• Enters and maintains accurate records of the location and statuses of all field units in accordance with applicable standards and protocols.
• Responds to and assists callers with pre-arrival instructions as prescribed in Emergency Medical Services (EMS) and Emergency Fire Dispatch (EFD) procedures and departmental protocols.
• Accesses information systems such as National Crime Information Center (NCIC), National Law Enforcement Telecommunications System (NLETS), New Mexico Law Enforcement Telecommunications System (NMLETS), Warrants Information Tracking System (WITS), Computer Aided Dispatching (CAD), and New Mexico Department of Motor Vehicle (NMDMV) files in accordance with procedures and protocols.
• Provides units with database information in a timely, accurate, and concise manner.
• Provides general information as requested by the public in a timely, accurate, and concise manner.
• When assigned, works with other team members in an effective collaborative manner.

*The above information is intended to outline the general nature and scope of the duties required for this position. It is not an exhaustive list and may vary depending on specific job assignments and responsibilities.

MINIMUM QUALIFICATIONS

• High school diploma or GED.
• One (1) year related experience including data entry, computer applications and/or telephone communications. OR six (6) months of experience in emergency communications/radio dispatching.
• Ability to type at 40 wpm.
• Ability to learn Federal Communications Commission regulations pertaining to proper radio procedure and discipline.
• Ability to perform duties under stress.
• Must be able to communicate precisely and clearly in oral and written English.
• Ability to interact effectively and professionally with the public, supervisors, responders and co-workers.
• Ability to learn and use radio/CAD codes and operate communications center equipment.
• Ability to learn the County's general geographic area.
• Ability to interact effectively and understand communications on Telephone Device for the Deaf (TDD) phone.

*Any equivalent combination of related education and/or experience may be considered for the above requirements.

PREFERENCES

• Prior emergency communications operator experience preferred.

SCREENING AND COMPLIANCE

• Successful completion of a post-offer employment medical examination and background investigation.
• Adherence to all County safety guidelines.
• Complete all FEMA training(s) assigned to this position.
• Possession of a valid New Mexico driver's license by the date of hire and maintenance of a valid license while employed in this position.
• Complete required supervisor training, if applicable.
• Must not have a felony conviction.
• Must not have a DWI conviction within the past three (3) years.
• Perform the duties and responsibilities of the Emergency Communications Operator position in accordance with safety policies, procedures, and guidelines.