Summary

To supervise assign, review and participate in the work of staff responsible for processing emergency, non-emergency and administrative calls for law enforcement agencies, emergency providers and the general public; to ensure work quality in accordance to the Dispatch Center's mission and standards; to ensure adherence to established goals, policies and procedures; to coordinate and implement all in-house training activities for dispatchers; and to perform the more technical and complex tasks relative to assigned area of responsibility.

Duties and Responsibilities

1. Supervise, assign, review and participate in the work of dispatchers who receive and process emergency and non-emergency calls; monitor phone and radio traffic to ensure procedural compliance; review case information entered into the computer system; conduct quality assurance feedback and coaching sessions with assigned employees at regular intervals.
2. Communicate with the public, subordinates, peers, supervisors; interpret, explain and answer operational and procedural questions, handle complaints from citizens, employees and external customers (patrol); complete notifications to appropriate agency or person (public information officer, command staff, etc).
3. Operate and monitor sophisticated communications systems: Computer Aided Dispatch and Radio System, National Crime Information Center (NCIC); initially troubleshoot issues and report appropriate failure to the correct person(s).
4. Assess employees' compliance with procedure, assist in development of employee skills and abilities by providing constructive criticism, recognition and corrective action when necessary; conduct quality assurance feedback and coaching sessions with assigned employees at regular intervals; provide both verbal and written feedback involving the discipline process. Initiates commendations where appropriate.
5. Review statistical data which outlines center and employee performance; adjust schedules (breaks/lunch) as necessary to achieve performance goals.
6. Instruct new and existing employees in the classroom and/or briefing on policy and procedure.
7. Prepare and complete analytical and statistical reports and memos as required. Prepare copies of recordings as directed.
8. Appear in court as subpoenaed
9. Remain current on job specific procedures through attending training courses in order to apply appropriate methodologies.
10. Serves as Campus Security Authority as outlined by the Clery Act.
11. Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

• High School Diploma or GED; at least 6 years of emergency communications and dispatch experience and Certification/Licensure State of New Mexico Public Safety Telecommunicator;or eligibility for Certification by waiver.
• Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Knowledge, Skills and Abilities Required

• Modern and complex principles and practices of providing emergency communication services.
• Police dispatch, and National Crime Information Center (NCIC) operator functions.
• Operations, services and activities of an emergency communications or dispatch program.
• Computer systems used in law enforcement agencies, including NCIC and related equipment
• Principles of supervision, training and performance evaluation.
• Basic operations, services and activities of a training program.
• Modern office procedures, methods and equipment including computers.
• Principles of business letter writing and basic report preparation.

Conditions of Employment

• Must pass a pre-employment criminal background check.
• Must successfully complete all internal police dispatch and related security training.
• Must pass a post-offer, pre-employment physical examination and medical history check.
• Must successfully maintain New Mexico Public Safety Telecommunicator certification.
• Ability to be certified as the Terminal Agency Coordinator (TAC Officer) within one (1) year from date of hire.

Working Conditions and Physical Effort

• No or very limited exposure to physical risk.
• No or very limited physical effort required.
• Work is normally performed in a typical interior/office work environment.

The University of New Mexico provides all training required by OSHA to ensure employee safety.

Revised Date: 06/27/2017