What are the responsibilities and job description for the 911 Call Taker (MVRDA) position at City of Las Cruces?
Application review will be conducted as determined by the Mesilla Valley Regional Dispatch Authority (MVRDA).
Full-time, regular, non-exempt position with the Mesilla Valley Regional Dispatch Authority (MVRDA). Full-time, regular, non-exempt positions are eligible for MVRDA sponsored benefits.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. Full-time, regular, non-exempt position with the Mesilla Valley Regional Dispatch Authority (MVRDA). Full-time, regular, non-exempt positions are eligible for MVRDA sponsored benefits.
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.
Environmental Factors:
Work is performed in a standard office environment characterized by high noise levels and low or dim lighting.
Physical Factors:
Light physical demands; mostly desk work. Frequent to constant use of a personal computer.
- Hearing Ability – Must be able to effectively receive and distinguish radio, telephone, and other communications, with or without reasonable accommodation. may be tested as part of pre-employment medical evaluation in accordance with applicable law and agency policy.
- Speech and Communication – Must be able to effectively receive, process, and communicate information in person, by telephone, radio, and other communication systems, with or without reasonable accommodation.
- Vision Requirements – Must be able to accurately perceive information displayed on computer monitors, maps, printed materials, and electronic systems, with or without reasonable accommodation.
- Manual Dexterity – Must be able to type quickly and accurately on a keyboard while listening to callers and providing information. (Typing Tested)
- Hand-Eye Coordination – Must be able to operate multiple computer screens, radios, and other communication equipment simultaneously.
- Sitting for Extended Periods – Must be able to sit for extended durations (8–12-hour shifts) while maintaining focus and handling stressful emergency calls.
- Multi-tasking – Ability to simultaneously use hands, eyes, and ears to listen, type, and read information.
- Stress Tolerance – Must be able to perform essential job functions effectively in a high-pressure emergency communications environment, specifically during critical incidents, high call volumes, emotionally charged and rapidly changing situations while maintaining professionalism and accuracy.
Work Situation Factors:
Position involves competing demands, performing multiple tasks, working to deadlines, and may require work beyond normal business hours, including weekends and holidays. Regular and predictable attendance is an essential function of this position to ensure continuity of services. Position is subject to drug testing in accordance with applicable State and Federal regulations and Mesilla Valley Regional Dispatch Authority policies.
- 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. While not responsible for dispatching units, 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.
- Manages Calls:
- Emergency Calls: Handles critical incidents such as vehicle accidents, medical emergencies, fires, active crimes, and domestic disturbances.
- Non-Emergency Calls: Manages calls involving noise complaints, animal control issues, property damage, welfare checks, and similar non-urgent matters.
Other important duties & responsibilities
- 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.
High school diploma or equivalent required. Typing speed of 30 WPM. MVRDA policy may allow a combination of education, experience, and training.
PREFERENCES:
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.
LICENSES/CERTIFICATIONS:
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. 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).
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.
- Experience operating modern communication technology, such as multi-line telephone systems and emergency response software, is preferred.
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.