DISPATCHER II

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.

• 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.

• 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.

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 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…