Dispatcher, Language​/Bilingual

Under direction of the Director, Deputy Director, and/or the Shift Supervisor, the Dispatcher will provide effective and efficient routine and emergency dispatch of law enforcement, fire, EMT and emergency responders within a multi-jurisdictional public safety answering point. The ideal candidate will be motivated, dependable, professional, service-oriented, and able to remain calm, composed, and focused in high-pressure and emotionally challenging situations. The Dispatcher acts as a central point of contact for information and must communicate effectively with callers, emergency personnel, partner agencies, and other stakeholders across multiple jurisdictions.

• Answer and process emergency 911 and non-emergency telephone calls in a professional, courteous, and timely manner.
• Obtain, verify, and accurately document information from callers to determine the nature, location, severity, and priority of an incident.
• Question callers effectively to determine the appropriate response and type and number of personnel or resources required.
• Dispatch and coordinate law enforcement, fire, EMS, and other emergency response personnel within a multi-jurisdictional environment.
• Operate emergency communications radio equipment to broadcast, receive, and relay information accurately and efficiently.
• Monitor law enforcement, fire, EMS, and other first responder radio traffic and unit activity.
• Accurately document radio traffic, unit status changes, assignments, and other pertinent information.
• Maintain accurate and complete dispatch logs, CAD records, reports, forms, and other required documentation.
• Enter and maintain accurate CAD notes and associated paperwork in a timely manner.
• File and maintain records in accordance with department, county, state and Federal requirements.
• Provide pre-arrival instructions and emergency medical or other approved instructions to callers when appropriate and in accordance with established protocols and training.
• Provide effective and efficient information to emergency personnel, including law enforcement, fire, EMS, and other first responders.
• Serve as a central point of contact for receiving, coordinating, and disseminating critical information.
• Accurately relay information from one agency or jurisdiction to another while maintaining the integrity and confidentiality of the information.
• Coordinate communications and information sharing between multiple agencies and jurisdictions during emergency and non-emergency incidents.
• Monitor the status and availability of responding units and provide updates as necessary.
• Prioritize and manage multiple calls, radio transmissions, and competing demands simultaneously.
• Maintain situational awareness and recognize changing circumstances that may require additional resources or escalation.
• Follow established department, county, state, and Federal, and applicable communications standards, policies, procedures, protocols, and guidelines.
• Maintain confidentiality and exercise sound judgment when handling sensitive or protected information.
• Communicate effectively with individuals who may be distressed, confused, intoxicated, belligerent, irate, or otherwise difficult to communicate with.
• Remain calm and collected under pressure and maintain composure at all times, particularly during critical, stressful, or rapidly evolving incidents.
• Demonstrate professionalism and appropriate customer service during every interaction.
• Perform other duties and responsibilities as assigned.
• Ability to work shift work, holidays, weekends, and major events in the community

• Must have High School Diploma or GED Certificate
• Must have a valid Driver’s License
• Must be able to be certified as an Emergency Medical Dispatcher.
• Must be able to attain NCIC Terminal Operators Certification.
• Must be NM Public Safety Tele communicator Certified or be able to attain.
• Must be able to pass a pre-employment drug test.

The successful candidate must demonstrate:

• Excellent verbal and written communication skills.
• Strong active listening and questioning skills.
• The ability to remain calm, focused, and composed during stressful and emergency situations.
• The ability to make sound decisions and prioritize tasks under pressure.
• Strong attention to detail and accuracy.
• The ability to accurately listen to, understand, document, and relay information.
• The ability to effectively multitask while maintaining accuracy.
• Strong organizational and time-management skills.
• The ability to work effectively as part of a team and independently when required.
• The ability to communicate professionally with the public and emergency response personnel.
• The ability to handle conflict, emotionally distressed individuals, and belligerent or irate callers professionally.
• The ability to maintain confidentiality and exercise discretion.
• Strong computer and data-entry skills, including the ability to accurately enter and retrieve information from CAD and other communications…