Certified Public Safety Telecommunicator I

Job Description

Job Description

Serve Your Community. Make a Difference Every Day.

Valencia Regional Emergency Communications Center (VRECC) is seeking dedicated and resilient individuals to join our team as Public Safety Telecommunicators. As the critical first point of contact during emergencies, telecommunicators play a vital role in protecting life and property by coordinating police, fire, and emergency medical response across Valencia County.

This position is ideal for individuals who thrive in fast-paced, high-stress environments and are committed to public service, professionalism, and teamwork. Telecommunicators must be able to think critically, communicate clearly, and remain calm under pressure while handling emergency and non-emergency calls.

VRECC offers a meaningful career in public safety, comprehensive training, and the opportunity to support first responders and your community when it matters most.

Summary:

Under the direction of PST supervisors, the Public Safety Telecommunicator I is responsible for receiving, prioritizing, and processing emergency and non-emergency calls and dispatching appropriate police, fire, and emergency medical resources. This position requires the ability to operate in a fast-paced, high-stress, 24/7 emergency communications environment while maintaining accuracy, professionalism, and adherence to established protocols.

Essential Job Functions: The following functions are essential as defined under the Americans with Disabilities Act. An employee must be able to perform these functions with or without reasonable accommodation. This list of tasks is ILLUSTRATIVE Only and is not a comprehensive listing of all functions and tasks performed by positions in this class.

• Must be able to receive, process, and prioritize emergency and non-emergency calls using a multi-line telecommunications system while obtaining accurate, complete, and timely information from callers, including those in crisis or distress.
• Must be able to coordinate and dispatch appropriate law enforcement, fire, emergency medical, and allied agency resources using radio and computer-aided dispatch (CAD) systems while maintaining situational awareness and accuracy.
• Must be able to simultaneously manage multiple tasks—including call-taking, radio monitoring, and data entry—while maintaining accuracy, composure, and rapid response times in high-pressure and time-sensitive situations.
• Must be able to effectively operate multiple public safety systems, including CAD, radio communications equipment, and criminal justice databases (e.g., NCIC/NMLETS), to obtain, verify, and document information.
• Must be able to perform all duties in accordance with local, state, federal, and industry standards, including emergency dispatch protocols, CJIS requirements, and agency policies.
• Must be able to communicate clearly, concisely, and effectively with callers, responders, and team members, including eliciting critical information from individuals in traumatic or high-stress situations.
• Must be able to analyze incomplete, conflicting, or rapidly evolving information and make sound, timely decisions that affect responder safety and public outcomes.
• Must be able to maintain emotional control and effective performance during exposure to emergencies, traumatic events, and sustained high-stress conditions.
• Must be able to work collaboratively within a team environment, follow direction, and participate in training, coaching, and quality improvement processes.
• Must be able to work a 24-hour, 7-day-a-week schedule, including nights, weekends, holidays, irregular hours, and mandatory overtime with little or no notice, as required to maintain minimum staffing and ensure continuous emergency communications operations.
• Must be able to:
  • Hear and distinguish audio communications across multiple channels
  • Speak clearly and effectively
  • View and interpret multiple computer screens simultaneously
  • Perform continuous typing and data entry
  • Maintain sustained attention and alertness for extended periods

Non-Essential/Marginal Functions

• Participate in meetings, training sessions, and continuing education
• Assist with administrative or support tasks as assigned
• Participate in community outreach or agency initiatives as directed

Supervisory Authority:

This position is a non-supervisory position.

Knowledge, Skills, and Abilities:

Knowledge of:

• Emergency communications procedures and protocols
• Radio communications systems and procedures
• Law enforcement, fire, and EMS operations
• Applicable laws, regulations, and CJIS requirements
• County geography and mapping systems

Skills and Abilities:

• Effective decision-making under pressure
• Clear and concise verbal and written communication
• Multitasking and prioritization
• Accurate data entry and system navigation
• Maintaining confidentiality and security of sensitive information
• Establishing and maintaining professional working relationships

Minimum Qualifications:

• Must possess a high school diploma or equivalent (GED)
• Must be at least eighteen (18) years of age at the time of hire
• Must successfully pass a national fingerprint-based criminal history record check in accordance with CJIS requirements and maintain eligibility for continued access to criminal justice information systems as a condition of employment
• Must possess and maintain a valid New Mexico driver’s license

Pre-Employment Screening Requirements

As a condition of employment, the candidate must successfully complete and pass all required pre-employment evaluations, including:

 

• A computer-based aptitude assessment (e.g., CritiCall)
• A pre-employment drug screening in accordance with VRECC policy
• A hearing test sufficient to perform the essential functions of the position, including the ability to accurately receive and interpret multi-channel audio communications
• A psychological evaluation to assess suitability for employment in a public safety communications environment

 

Failure to successfully complete any required pre-employment screening shall result in disqualification from the hiring process or withdrawal of a conditional offer of employment.

 

Certification and Training Requirements

As a condition of continued employment, the employee must successfully complete and maintain the following certifications and training requirements:

 

• Possession of a valid New Mexico Department of Public Safety Telecommunicator Certification at the time of hire
• Emergency Medical Dispatch (EMD) certification
• NCIC/NMLETS certification and authorization
• Advanced Training for Continuing Education as required by applicable New Mexico statutes and regulatory standards

 

Failure to obtain or maintain required certifications may result in disciplinary action, up to and including termination of employment.

 

Work Requirements

• Must be physically and mentally capable of performing the essential functions of the position, with or without reasonable accommodation
• Must be able to work holidays, weekends, irregular hours, and shift work, including mandatory overtime and extended shifts, at times with little or no notice, as required to maintain operational staffing levels

Physical Demands:

• Frequent use of hands and fingers for typing and equipment operation
• Ability to hear, speak, and process auditory information continuously
• Ability to maintain visual focus across multiple screens
• Ability to remain seated for extended periods

Work Environment:

• Primarily a secure, access-controlled communications center
• Continuous exposure to high-stress and emergency situations
• Work is performed in a seated position for extended periods with frequent use of computer and communication equipment

ADA Statement:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position, provided such accommodations do not create an undue hardship or compromise public safety operations.