Emergency Services Dispatcher

The Emergency Services Dispatcher is a FLSA non‑exempt entry‑level position under the general supervision of the Emergency Services Dispatch Supervisor. This role performs critical public contact and communication work necessary for dispatching police, fire, and emergency medical services to emergency and non‑emergency situations. As the first point of contact with the public via 911 and other telephone lines, the employee must obtain information from callers who may be injured, confused, hysterical, frightened, or abused. The position requires working in highly stressful, emergency situations where injury or death of individuals might occur as a result of an error. ESSENTIAL FUNCTIONS Operate a multi‑line telephone system to answer emergency and non‑emergency calls for service Operate and communicate through multiple radio transmitters and receivers Calm, negotiate, advise, and otherwise communicate with callers to obtain necessary and accurate information Process information simultaneously without sacrificing speed and accuracy Determine appropriate nature of calls and assign predetermined codes and priority for proper emergency service response Monitor location, status, and needs of police, fire, medical, and other emergency personnel by using radio, telephone, computer, logs, and other means Use multiple monitors associated with the Computer Aided Dispatch (CAD) system simultaneously Provide emergency medical assistance to the public by telephone Update and dispatch information as it is received; retrieve necessary information including driver’s licenses, vehicle registrations, warrants, etc. through a variety of computer sources Maintain required forms and logs IMPORTANT FUNCTIONS Perform related duties as assigned. Perform other duties of similar classification or a lower pay grade as assigned. PHYSICAL REQUIREMENTS The physical standards an employee must meet to perform the essential job duties: Hear and distinguish between multiple levels of sounds, frequencies, and tones of voice Speak clearly with excellent articulation, professional language, and appropriate tone and volume level Have manual dexterity to operate radio, telephone, and computer equipment Sit for extended periods in front of a computer terminal Have clear vision and the ability to distinguish between various colors Must have knowledge of: Pueblo City and County streets, locations and landmarks Basic filing procedures Superior customer service principles and skills SKILLS, KNOWLEDGE AND ABILITIES Learn and abide by department policies, practices, techniques, and methods required to perform essential functions Prioritize calls (emergent or non‑emergent) React with an appropriate sense of urgency Operate multi‑frequency 2‑way radio and multi‑line telephone systems while maintaining composure and awareness Operate a computer system terminal with multiple screens and related office equipment, and use word processors, spreadsheets, and databases Work well under pressure, manage heavy workloads, and perform multiple competing tasks simultaneously Distinguish directions; listen to, read, and understand applicable rules, policies, procedures, laws, correspondence, and memoranda Accept discipline and constructive criticism, and comply with verbal and written instructions Effectively train, coach, and mentor new dispatchers Provide good customer service to diverse persons or groups, including superiors, city personnel, other agencies, and the public, demonstrating courtesy, personal integrity, and empathy Elicit mission‑essential information from upset callers while maintaining a calm and professional demeanor Provide medical assistance to callers using a standardized system of structured interrogation and pre‑scripted instructions Use good judgment and act decisively in handling emergency and stressful situations, assessing problems and alternatives in a timely manner Display self‑motivation, loyalty, and commitment to the Department and the City of Pueblo Promote cooperation, a positive attitude, diversity, integrity, trust, respect, and teamwork Work a variety of shifts in an office environment Perform all duties safely and in accordance with organizational values, policies, and procedures QUALIFICATIONS REQUIRED AT APPLICATION High school diploma or GED QUALIFICATIONS HIGHLY PREFERRED At least one (1) year of successful experience in a fast‑paced customer‑service environment with multi‑tasking, significant public contact, and multi‑line telephone communications At least one (1) year of experience using computers and computer‑related equipment Call center or related experience Experience with shift work DISQUALIFICATION POLICY – TATTOOS AND MARKINGS Any tattoos or other markings on the head, scalp, face, ears, neck (above the collarbone), or hands (wrist to fingertips) will be a cause for disqualification. A permanent cosmetic makeup on the face or permanent commitment band(s) on the finger(s) are exempt from this policy. Current Police Department employees hired prior to July 1, 2025, will be exempt from this disqualification. DISQUALIFICATION POLICY – ILLEGAL DRUG USAGE Any use of marijuana within 1 year prior to the date of application may be a cause for disqualification. Any use of illegal drugs other than marijuana within 2 years prior to the date of application may be a cause for disqualification. SPECIAL REQUIREMENTS Comprehensive background investigation Truth Verification Analysis Polygraph Psychological examination Drug screening Physical examination Attendance of a 2‑hour orientation in the City of Pueblo Communications Center Pass the CritiCall 911 Public Safety Dispatcher Pre‑Employment Test (both Overall Non‑Data Entry and Overall Data Entry sections). SPECIAL CONDITIONS OF EMPLOYMENT Individuals will be exposed to highly stressful emergency situations where injury or death may occur as a result of an error. The role may require working in a seated position for extended periods of time, with limited mobility in a highly structured environment. EMPLOYMENT EXPECTATIONS Achieve CCIC/NCIC Certification within six (6) months of employment. Achieve Emergency Medical Dispatch (EMD) certification within nine (9) months of employment. Work 8‑ or 10‑hour varied shifts, nights, weekends, holidays, and mandatory overtime. Meet attendance and punctuality standards as established by the Pueblo Police Department and the City of Pueblo. Once hired, employees may not add new tattoos or body art to prohibited areas. Employees may show tattoos below the elbow on the arms and below the knees on the legs if not otherwise prohibited. All employees must submit documentation regarding existing tattoos which will become part of the personnel file. All required licenses and certifications must be maintained throughout the term of employment. Classification that access and maintain criminal justice information may not have been convicted of, or have pending charges of, a felony or misdemeanor that would deny or restrict access to criminal justice information. Applicants must submit proof of legal right to work in the United States. The City does not sponsor work visas. BENEFITS The City of Pueblo offers a comprehensive benefits packet. For a summary of the benefits associated with this position, visit CIVIL SERVICE EXAMINATION Date: July 28, 2026. Note: The Civil Service Commission may use a Training & Experience (T&E) evaluation to establish an eligibility list for this classification. #J-18808-Ljbffr