911 Call Taker (MVRDA)

City of Las Cruces•Las Cruces, NM

6d•Onsite

About The Position

A 911 call taker plays a critical role in managing incoming emergency calls and providing essential support to the public. Their primary responsibility is to swiftly evaluate the caller’s situation, gather crucial information, and communicate it clearly to the appropriate emergency responders, whether police, fire, or medical teams. This role requires strong listening skills, the ability to stay composed under pressure, and the expertise to ask precise questions to accurately assess the nature of the emergency. Effective communication and prompt decision-making are key to ensuring timely assistance and safeguarding everyone involved. This position is the first step in the progression to 911 Telecommunicator (Dispatcher) with Mesilla Valley Regional Dispatch Authority. Potential pay increase to $22.9450/hour may be offered after successful completion of training and demonstration of benchmarked performance.

Requirements

High school diploma or equivalent required.
Typing speed of 30 WPM.
Form DD-214 Honorable Discharge, if applicable, and valid NM Class D Drivers’ License or equivalent issued by another state to obtain any credentials necessary to complete required certifications.
Position requires an acceptable driving record in accordance with MVRDA policy.
Considerable Knowledge of: Proficiency in fundamental computer skills and record-keeping practices, including the ability to navigate various software applications essential to emergency dispatch operations.
Ability to successfully complete agency training with professional reading and writing abilities.
Strong interpersonal skills that facilitate effective collaboration, creating a courteous and respectful environment for coworkers, supervisors, and the public, including individuals who may be distressed or irate.
Ability to speak clearly and provide articulate instructions under stress.
Demonstrate sound decision-making skills in high-pressure situations.
Work independently with minimal supervision while being an effective team player, contributing positively to a supportive work atmosphere.
Commit to mandatory overtime as needed and possess flexibility to cover additional shifts.
Skills in: Active listening and clear communication.
Multitasking, emotional resilience, and solid decision-making.
Attention to detail, empathy, and compassion for others.
Strong technical abilities, with the capacity to adapt in unpredictable, high-stress environments.

Nice To Haves

One year of experience in communications (such as a communications clerk, call taker, or dispatcher) preferred.
Proficiency in computer terminals or multi-line phone systems is desirable.
Bilingual (English/Spanish) is preferred.
NMLEA Police Radio Dispatch Certification, NMCIC and NCIC Certification, Emergency Medical Dispatch (EMD) Certification, American Red Cross CPR Certification (All required certifications will be obtained during initial training session with the exception of the NMLEA Police Radio Dispatch Certification which must be obtained within 12 months of hire date).

Responsibilities

Operates call-handling equipment to receive both emergency and non-emergency calls, quickly assessing and identifying the nature of each situation.
Follows established protocols to gather and accurately document essential information needed for an appropriate response.
Inputs vital call details into the Computer-Aided Dispatch (CAD) system, coordinating with available resources as required.
May assist in relaying important information to telecommunicators and other responding personnel.
Efficiently manages call information within the Computer-Aided Dispatch (CAD) Software Utilization system, maintaining awareness of unit status and activity to support smooth information flow and coordinated response.
Available to work overtime, rotating shifts, weekends, holidays, and emergency call-back assignments as operationally required.
Provides pre-arrival instructions for medical-related calls using Emergency Medical Dispatch (EMD) software, ensuring callers receive necessary guidance until responders arrive.
Manages calls related to law enforcement, fire, and EMS, ensuring that accurate and detailed information is communicated to public safety teams.
Ability to keep confidentiality regarding NCIC/CJIS, HIPAA-related information encountered during operations, and other sensitive data.
Operates various public safety technology systems and dispatch platforms to enhance call management and response coordination.
Handles critical incidents such as vehicle accidents, medical emergencies, fires, active crimes, and domestic disturbances.
Manages calls involving noise complaints, animal control issues, property damage, welfare checks, and similar non-urgent matters.
Commits self to providing excellent customer service and demonstrates commitment through cooperative team and individual efforts.
Creates a high-quality work culture through participation in and emphasis on training and mentoring to develop leadership, management, and technical skills in self and all employees, including safety related training and skills.
Commits to and emphasizes MVRDA Core Values daily; Safety, Integrity, Reliability, Communication, Growth, Respect
Performs such other related duties as may be assigned.