Public Safety Call Taker

County of San Juan•San Juan Communications Authority, NM

About The Position

Public Safety Telecommunicators (PSTs) receive and process emergency and non-emergency calls for service, dispatch appropriate field units, and track and follow up on active calls. Working an assigned shift and position, they receive information by telephone, radio, and other necessary sources; enter call information into the Computer Aided Dispatch (CAD) system; and relay calls, updates, and other information to field units so they can perform their duties safely and effectively. PSTs follow established protocols to classify and prioritize calls, manage scene safety, provide pre-arrival instructions when appropriate, and track units accurately and promptly while responding to new information within policy and protocol. They maintain competence in agency policies, protocols, equipment, and systems; conduct computer checks through local, state, and national law enforcement files; maintain warrants, files, and logs; and facilitate communication between field units. Other duties may be assigned. While working in the dispatch area, the PST has immediate responsibility to the Supervisor In Charge of dispatch operations. The position also reports to an assigned Team Supervisor, the Operations Manager, and the Director.

Requirements

High school diploma or GED.
Ability to pass established pre-employment skills testing.
Must pass all background checks.
Must pass a pre-employment psychological exam.
Must pass the required hearing exam and drug screening.
Excellent verbal and interpersonal communication skills.
Ability to remain calm under pressure.
Excellent customer service skills.
Ability to work independently and as part of a team.
Professional telephone and radio demeanor.
Excellent problem-solving skills.
Thorough and detail-oriented.
Ability to act and react quickly in response to received information.
Ability to work all shifts and hours, including days, swings, and graves.
Ability to work weekends, holidays, on-call, and overtime.
Required certifications: Cardiopulmonary Resuscitation (CPR); Emergency Medical Dispatch State Certification (NMEMD); National Crime Information Computer Operator (NCIC); International Academy of Emergency Dispatch Emergency Medical Dispatch Certification (IAED/EMD); International Academy of Emergency Dispatch Emergency Fire Dispatch Certification (IAED/EFD); and New Mexico Public Safety Telecommunicator Certification (NMPST).

Responsibilities

Receive and process emergency and non-emergency calls for service by telephone, radio, and other necessary sources.
Enter call information into the Computer Aided Dispatch (CAD) system and relay calls to appropriate field units.
Provide updates and other information to field units to support safe and effective operations.
Follow established protocols to classify and prioritize calls, manage scene safety, and provide pre-arrival instructions as appropriate.
Track units accurately and promptly, adjusting to new information and acting within policy and protocol.
Maintain continued competence in agency policies, protocols, equipment, and systems.
Conduct computer checks through local, state, and national law enforcement files.
Maintain warrants, files, and logs.
Facilitate communication between field units as appropriate.
Perform other duties as required.