Bernalillo County

DUTIES AND RESPONSIBILITIES

• Supervise Emergency Communications Operators (ECOs) and manage daily operations of the assigned shift.
• Conduct shift briefings and ensure smooth transition between outgoing and incoming personnel.
• Develop staff schedules, authorize overtime, and maintain payroll records.
• Monitor dispatching activities and ensure timely and accurate responses to calls for service.
• Evaluate training effectiveness and oversee the performance of trainers and trainees.
• Perform performance evaluations, including probationary and bi-annual reviews.
• Address and document complaints, incidents, or performance concerns; administer corrective action when necessary.
• Liaise with field supervisors regarding incidents and dispatch outcomes.
• Communicate with news agencies during significant events as appropriate.
• Coordinate investigative personnel callouts and relay critical scene information.
• Oversee use and dissemination of data from CAD, NCIC, NMCIC, NLETS, NMLETS, WITS, and DMV records, ensuring confidentiality and proper access.
• Maintain and update CAD records and ensure system integrity.
• Support after-hours services for agencies/departments responding on behalf of Bernalillo County.
• Assist with system maintenance for CAD, Vesta, NCIC terminals, and related platforms; coordinate with vendors as needed.
• Serve as backup ECO when operationally necessary.
• Oversee and process audio recordings of calls and radio traffic; act as Custodian of Records for CAD/IPRA/audio requests.
• Prepare required reports, including monthly summaries and incident documentation.
• Administer discipline as needed in accordance with collective bargaining agreements and County policy.

*The above information is intended to outline the general nature and scope of the duties required for this position. It is not an exhaustive list and may vary depending on specific job assignments and responsibilities. 

MINIMUM QUALIFICATIONS

• High School Diploma or GED.
• Seven (7) years of experience in a 9-1-1 emergency communications environment working under stressful conditions.
• One (1) year of supervisory experience.

*Any equivalent combination of related education and/or experience may be considered for the above requirements. 
 

SUPPLEMENTAL INFORMATION

SCREENING AND COMPLIANCE

• Employee must successfully complete the post-offer employment medical examination to include hearing, eye, drug/alcohol testing.
• This position is safety sensitive. Employment is subject to a pre-employment and random drug testing in accordance with all terms and conditions of federal and state rules and regulations regarding alcohol and/or drug testing.
• Employee must comply with the safety guidelines of the County.
• Must pass the department administered testing process with 85% or higher.
• Must pass a background investigation.
• Must pass the County's authorized typing test at 40 WPM.
• Must not have a felony conviction.
• Must not have a DWI conviction within the past three (3) years.
• Must be able to work shift work, additional hours and maintain regular attendance.
• Must maintain shift work, additional hours and maintain regular attendance.
• Must successfully complete within one (1) year of hire a twenty-four (24) hour Association of Public Safety Communications Official (APCO) supervisor course or equivalent, a forty (40) hour Public Safety Telecommunication I Course or equivalent and a twenty-four (24) hour Communications Training Officer Course or equivalent as approved by the Communications Director, Communications Training Coordinator and Human Resources Department.
• Must obtain New Mexico State Public Safety Telecommunicator Certification within one (1) year from date of hire and maintain certification thereafter.
• Must obtain New Mexico State Certification in NCIC at the full access Terminal Operation Level within one (1) month from the date of hire and maintain certification thereafter.
• Must obtain New Mexico State Emergency Medical Dispatch (EMD) certification within one (1) year from date of hire and maintain certification thereafter.
• Must obtain National Emergency Fire Dispatch (EFD) Certification within one (1) year from the date of hire and maintain certification thereafter.
• Must successfully complete Federal Emergency Management Association (FEMA) IS-100, IS-700, IS-200 and IS-800.
• Valid and current American Heart Association Cardiopulmonary Resuscitation, (CPR) certification required.
• Employee must complete required FEMA training(s), as assigned to position.
• Employee must complete required Supervisor classes, if applicable.

WORKING CONDITIONS

• 24/7 dispatch center; irregular hours and rotating shifts required.
• Work is performed indoors in a temperature-controlled and secure environment.
• Exposure to moderate noise, visual monitors, and fast-paced stressful conditions.
• Duties are performed at a workstation in confined spaces.
• Work is primarily independent with limited supervision.

EQUIPMENT, TOOLS, AND MATERIALS

• Employees in this position use a variety of equipment including computers, multi-line telephones, multi-channel two-way police radios, enhanced 911 telephone systems, digital and reel-to-reel recording devices, typewriters, word processors, fax machines, photocopiers, and computer printers. They may also use TDD (Telecommunication Device for the Deaf) systems.
• Materials handled in the course of duties include computer printouts, payroll reports, various types of paperwork, writing utensils, and instructional manuals related to emergency procedures and the operation of department equipment.