Dispatcher II Job Albuquerque area,New Mexico USA,Customer Service/HelpDesk

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.

Our philosophy is built on the principals of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.

Essential Duties & Responsibilities

Answers multi-line phones, both administrative and 911; records incoming calls via land line and radio transmissions.

Dispatches emergency units in response to emergency and non-emergency calls for service; determines the nature and location of calls; prioritizes response and dispatches appropriate agency.

Communicates with police officers, EMS personnel, Fire personnel, and outside agencies via radio.

Provides general information as requested by the public; creates and categorizes all calls for service from the public.

Provides concise and accurate information to appropriate emergency/non-emergency units.

Maintains accurate records of the location and status of all field units; documents all calls, phone and radio.

Assists callers in emergency first aid as prescribed in state-recognized emergency medical dispatch procedures if certified.

Accesses and disseminates information maintained in available data bases 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.

Maintains updated files of current warrants, criminal complaints, civil complaints, restraining orders and probation paperwork.

Updates and maintains lists of contacts of various emergencies.

Maintains adequate copies of all forms necessary to complete assigned tasks.

Prepares reports upon request of supervisor, Captain or Chief of Police.

Reports any malfunctions of equipment to supervisor.

Maintains current NCIC certification; trains dispatch and police officers on use of NCIC.

Stays current on the proper procedure to request confidential information that field units need, e.g. who a cell phone is registered to.

Notifies chain of command to any major incidents; reports any NCIC security violations.

17. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned scheduled each day in accordance with the Attendance Policy for Pueblo Sandia.

Additional Responsibilities

Performs other job-related duties as assigned.

A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.

Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.

Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur.

Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered.

Builds relationships with guests based upon respect, and confidence while maintaining a friendly, and 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 (TO BE REDLINED)

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,…