Dispatcher

Dispatcher

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.

Essential Duties & Responsibilities: The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

• 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

Minimum Qualifications:

• 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.

Required Skills and Abilities: 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 systems.
• The ability to learn and apply department, county, and multi-agency policies, procedures, protocols, and guidelines.
• The ability to accurately communicate information between multiple agencies and jurisdictions.
• Strong ethical standards and professional integrity.
• A service-oriented attitude and commitment to helping members of the public and emergency responders.
• Motivation, dependability, accountability, and a strong commitment to the responsibilities of emergency communications.

Work Environment: The 911 Dispatcher works in a high-volume emergency communications environment where situations can change rapidly and require immediate attention. The position may involve exposure to stressful, traumatic, emotionally difficult, or disturbing information and interactions with callers experiencing emergencies, fear, anger, grief, or other intense emotions. LCCD operates 7 days a week, 24 hours a day, 365 days a year.