Emergency Communications Operator

Job Posting Title

Emergency Communications Operator

Department

Emergency Communications

Location:

10401 HOLLY AVE NE

Pay

$18.15 - $25.73

Close Date

03/12/2025

Employees at Bernalillo County enjoy the ability to team up with each other to build a high quality of life for our county residents, communities, and businesses. In addition to being an organization with a strong focus on work-life balance, building a culture of flexibility, learning, and belonging the County offers many benefits. Employees of Bernalillo County enjoy many thoughtful rewards such as, but not limited to generous leave accruals; career development opportunities; remote & flex-work options as appropriate; longevity pay; education assistance program; health benefits; lucrative retirement; and so much more.

Emergency Communications Operator (ECO) (U) will answer emergency (9-1-1) and non-emergency calls, dispatch, fire, rescue, support service units and provide emergency medical and fire pre-arrival instructions. Provide and update responding emergency personnel with current information. Required to work various days, shifts, holidays, and overtime. Work is highly sensitive and requires precise information be communicated in an accurate and concise manner in accordance with public safety emergency communications standards, procedures, laws, and ordinances.

Duties And Responsibilities

• Receive and respond to recorded emergency (9-1-1) and non-emergency incoming calls in a concise, timely and accurate manner in accordance with applicable protocols and standards.
• Dispatch units in response to emergency and non-emergency calls for service to fire and Emergency Medical Services (EMS) in a concise, timely and accurate manner in accordance with applicable protocols and standards.
• Enter and maintain accurate records of the location and status of all applicable field units in accordance with applicable standards and protocols.
• Respond to and assist callers with pre-arrival instructions as prescribed in Emergency Medical Services (EMS) and Emergency Fire Dispatch (EFD) procedures and departmental protocols.
• Access information systems such as National Crime Information Center (NCIC), National Law Enforcement Telecommunications System (NLETS), New Mexico Law Enforcement Telecommunications System (NMLETS), Warrants Information Tracking System (WITS), Computer Aided Dispatching (CAD), and New Mexico Department of Motor Vehicle (NMDMV) files in accordance with procedures and protocols.
• Provide units with database information in a timely, accurate, and concise manner.
• Provide general information as requested by the public in a timely, accurate and concise manner.
• When assigned, work with other team members in an effective collaborative manner.
• Performs other job related duties as required or assigned.
• The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of all employees assigned to this job.
  
  

Minimum Qualifications

High School Diploma or GED, and two (2) years of related experience involving data entry, call center, computer applications, and/or telephone communications. Any equivalent combination of related education and/or experience may be considered for the above requirements.

Additional Requirements

The offer of this Bernalillo County position requires compliance with the following:

• Employee must successfully complete the post-offer employment medical examination and background investigation.
• Employee must comply with the safety guidelines of the County.
• Employee must complete required FEMA training(s) as assigned to position.
• Must not have a felony conviction.
• Must not have a DWI conviction within the past three (3) years.
• Perform the duties and responsibilities of the Emergency Communications Operator position in accordance with safety policies, procedures, and guidelines.
• WITHIN ONE (1) YEAR FROM DATE OF HIRE, employee must successfully complete the following in good standing
• Department’s ECO Training Program; and NM Department of Public Safety Telecommunicator Academy in Santa Fe.
• WITHIN ONE (1) YEAR FROM DATE OF HIRE, employee must obtain the following certifications and maintain certifications thereafter: 1) New Mexico State Public Safety Telecommunicator; 2) New Mexico State Emergency Medical Dispatch, (EMD); 3) American Heart Association, (AHA) Cardiopulmonary Resuscitation, (CPR); 4) NM State NCIC Full Access Terminal Operator Level; and 5) Federal Emergency Management Association, (FEMA) – IS-100, IS-200, and IS-700 courses.
• Comply with attendance policy and procedures, which include but are not limited to: report to work on time and maintain regularly scheduled attendance.
• Work shift work, overtime, holidays, and weekends when scheduled outside of regular schedule.
• Must enter into mandatory ECO I upgrade training and complete training if vacancy available after one (1) year qualified date as an ECO.
  
  

WORKING CONDITIONS

• Work hazards or potential work hazards involve high pace and stress in performing job duties.
• Shift, weekends, holidays, and overtime work will be required.
• Duties are performed in a temperature-controlled environment.
• Worker is exposed to intermittent noise factors.
• Duties are performed on an even surface, which may be carpeted or tiled.
• Works with and without supervision.
• All essential duties are performed indoors.
  
  

EQUIPMENT TOOLS AND MATERIALS

• Equipment used in performing duties include computers, multi-line telephone, multi-channel two-way radio, enhanced emergency 911 equipment, recording equipment, facsimile machine, and photocopy machine.
• Materials and products include logs, various forms and paperwork, writing instruments and manuals regarding the use of equipment and emergency procedures including the use of software specific to emergency communications.