Telecommunications Operator II (911 dispatch)

City of Albuquerque; Albuquerque (NM); On-site; USD 35,252 - 41,686; Full time

Job summary

A municipal emergency service provider in Albuquerque seeks a Telecommunication Operator II to manage emergency calls and dispatch city forces. Responsibilities include evaluating critical information, maintaining sensitive data, and working in a high-pressure environment. Candidates must have a high school diploma, customer service experience, and a valid typing test score. This role involves irregular hours, necessitating adaptability and strong communication skills. Competitive hourly wage, with varying rates based on certification. Safety-sensitive position subject to testing.

Qualifications

• Two years of experience with customer service or radio communications.
• Valid typing test with a minimum score of 40 WPM.
• Ability to pass drug, hearing, criminal records, and background checks.

Responsibilities

• Receive and evaluate emergency information via telephone and radio.
• Dispatch city emergency forces in accordance with procedures.
• Monitor unit response and provide additional support as needed.

Skills

Customer service skills

Typing (minimum 40 WPM)

Ability to work under stress

Education

High school diploma or GED

Job description

Job Summary

Receive, evaluate and transmit information via telephone and multi-channel radio that frequently involves emergency and critical situations affecting human welfare and safety; dispatch city emergency forces and/or other resource agencies, in accordance with prescribed procedures, often requiring immediate independent judgment; utilize computer-aided dispatch and other computer systems; maintain access to and security of highly sensitive materials and information; monitor unit response, progress and provide additional support and resources as needed; perform multiple activities simultaneously in a high visibility setting; work with frequent interruption in a framework of rules, procedures and regulations and perform technical tasks relative to assigned area of responsibility.

This is a safety sensitive position subject to random drug/alcohol testing.

Telecommunication Operator II C2 (Non-Certified)

Salary: $25.59 - $28.26 hourly

Telecommunication Operator II C2 (Certified)

Must possess a valid New Mexico Department of Public Safety Telecommunicator Certification.

Salary: $27.59 - $30.26 hourly

Requirements

• High school diploma or GED.
• Two (2) years of receiving and processing customer service calls and/or two-way radio communications experience.
• Law enforcement or fire agency telecommunications experience preferred.
• Must possess a valid certified typing test issued by a state agency, county agency or an accredited educational institution with a minimum score of forty (40) net WPM, performed within the last 12 months.
• Typing test locations:
  NM Workforce Connection, 501 Mountain Rd NE, Albuquerque, NM 87102; ORSandoval Workforce Connection, 301 Rail Runner Ave, Bernalillo, NM 87004.
• Must pass Drug Test, Hearing Test, Criminal Records check, and Background check.
• Must pass CritiCall computer-based assessment.
• Must be able to work holidays, weekends, irregular hours, and shift work may be required with possible extension of shift hours, at times with short notice.
• Possession of National Incident Management System (NIMS) Certification preferred.
• Possession of National Crime Information Center (NCIC) Certification within six (6) months from date of hire.
• One (1) year probationary period is required for this position.
• For Telecommunication Operator IIC2 (Non-Certified): Possession of a New Mexico Department of Public Safety Telecommunicator Certification within one (1) year from date of hire.
• For Telecommunication Operator IIC2 (Certified): Possession of a New Mexico Department of Public Safety Telecommunicator Certification.

Job Description Note

*Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.*

Working Conditions

Environmental

24/7 emergency dispatch center operation setting; secure indoor environment, exposure to computer screens; frequent exposure to noise levels which may cause distractions; work in confined spaces, irregular work hours and shifts.

Physical

Essential and supplemental functions may require maintaining physical conditions necessary for sitting long periods of time and working on routine, emergency situations under stressful conditions; light lifting; bending, stooping, kneeling, twisting, turning, squatting, walking and pushing; extensive use of computer keyboard, mouse and monitor.