Do you have experience providing exceptional customer service? Do you thrive in high-pressure situations? If you’re looking for a rewarding role with great benefits, this is the career for you.
At the Durango-La Plata Emergency Communications Center, we are committed to providing customer-centric emergency services by demonstrating professionalism, empathy, and accuracy in every interaction to safeguard and serve our community. We are seeking individuals to represent our agency and grow with us. Join our team and discover the satisfaction of making a daily difference in the lives of our community members and visitors.
Learn How We Turn a Phone Line into a Lifeline:
As a successful 911 Emergency Dispatcher, you'll need to think quickly and calmly during emergency situations. Under the guidance of the 911 Shift Supervisor, your role involves using a computer-aided dispatch system to manage emergency calls from the public, requesting police, fire, Emergency Medical Services (EMS), and other necessary services. You'll maintain continuous communication with field units on assignment, tracking the status and locations of police and fire units.
Additionally, your responsibilities will include monitoring direct emergency alarms, responding to non-emergency calls for assistance, and efficiently managing information within various computer systems. You will play a vital role in determining the nature and location of emergencies, prioritizing responses, and dispatching units in adherence to established policies. Simultaneously, you'll monitor multiple complex public safety radio frequencies, operate a range of communication equipment, and process information with precision and efficiency. What You’ll Do in This Role:

• Receive emergency service calls from the public, including requests for law enforcement, fire, ambulance, or other emergency services. Determine the nature, location, and priority of the emergency, and dispatch responses as necessary.
• Simultaneously receive and accurately enter information into the Computer Aided Dispatch system.
• Independently process calls, problem-solve for any deviations from standard information, and analyze data to ensure an accurate response.
• Provide lifesaving and pre-arrival instructions to callers in emergency medical situations.
• Maintain contact with all units on assignment using a two-way radio, keeping track of their status and location, and maintaining an accurate computerized record of all calls for service and dispatched units.
• Monitor, receive, disseminate, and transmit information for law enforcement, fire, and other agencies, coordinating multi-disciplined responses.
• Use computer-related telecommunications systems, Telecommunications Device for the Deaf (TDD), and enhanced 9-1-1 systems to coordinate emergency calls and relay information and assistance requests involving other law enforcement and fire agencies.
• Communicate effectively and coherently over the radio and phone.
• Enter, transcribe, record, store, and maintain information in written and electronic forms for all user agencies.
• Dispatch animal control services as appropriate.
• Accurately read and interpret digital and online maps as necessary, proving directions to emergency personnel using mapping tools.
• Receive and forward non-emergency calls to the proper personnel or departments.
• Provide confirmation of records and responses to communication from state and federal public safety partners, retrieve and relay information to field units, and maintain a high degree of confidentiality for all records relating to calls for service, criminal history, and personally identifiable information.
• Contact citizens, alarm companies, wreckers, other agencies, and various resources upon request, relating information as required.
• Appear in court and testify as subpoenaed. 

You Have:

• Equivalent to completion of high school or GED.
• Minimum of two years customer service experience.
• Must obtain security clearance prior to hiring.
• Ability to complete Association of Public Safety Communications Officials Emergency Medical Dispatcher (APCO EMD), CPR, Public Safety Telecommunicator 1 (PSTC1), Incident Command System (ICS), and Open Fox OSN Certification during initial training.
• Familiarity with basic radio broadcasting and communication procedures, rules, and protocols.
• Ability to work effectively in high-stress situations, managing multiple incidents, and maintaining a calm and professional demeanor. This includes using active listening techniques and objective situation analysis to determine a proper response.
• Excellent communication skills, both written and verbal, along with knowledge of conflict resolution, defusing, and de-escalation techniques.
• Skill in operating and maintaining communication transmission equipment and computer database systems, including accurate tracking of activities and incidents using specialized software. This includes operating standard computer and radio equipment efficiently and entering data at an acceptable speed
• Availability to work various shifts, including holidays, nights, and weekends.

What We Can Offer You:

• Comprehensive medical, dental, and vision benefits
• Ample personal time off (PTO) and 11 paid holidays
• Rotating 3 and 4-Day Work Week 
• Retirement perks: 401(a) retirement plan and optional deferred compensation plan
• Basic life insurance and accidental death & dismemberment (AD&D) coverage
• Disability support: FMLA/short term and long-term disability
• Commitment to employee wellness: 
  • Access to Employee Assistance Program (EAP) 
  • Resiliency Program: Offers guidance, coaching, and confidential support for mental well-being. Earn 8 hours of PTO for each bi-annual counseling session attended. 
  • Free access to Durango Community Recreation Center and Chapman Ice Rink and Ski Area 
  • Participation in Employee Wellness Program 
• Free transit pass and family member discounts
• Reimbursement for job-related classes to foster continuous learning
• Community engagement: 16 hours of volunteer time off per year to support local non-profit organizations

Belong at the City of Durango:
The City of Durango believes in creating an inclusive workforce that welcomes diversity of thoughts, viewpoints, and experiences.
The City is dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, projective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, national origin, disability, military status, genetic information, or any other status protected by applicable state or local law.
To view the full job description, click here.