Emergency Communications Operator (ECO)
Bernalillo County, Albuquerque, NM, United States
Job Summary
Emergency Communications Operator (ECO) (U) – Department: Emergency Communications, Location: 10401 HOLLY AVE NE, Pay: Probationary Hourly Rate $26.08; Union Hourly Rate $26.62.
Responsibility and Duties
Receive and respond to recorded emergency (9‑1‑1) and non‑emergency calls in a concise, timely, and accurate manner in accordance with applicable protocols and standards.
Dispatch units to respond to emergency and non‑emergency calls for fire and Emergency Medical Services (EMS) in a concise, timely, and accurate manner in accordance with applicable protocols and standards.
Enter and maintain accurate records of the location and status of all applicable field units in accordance with applicable standards and protocols.
Respond to and assist callers with pre‑arrival instructions as prescribed in EMS and Emergency Fire Dispatch (EFD) procedures and departmental protocols.
Access information systems such as NCIC, NLETS, NMLETS, WITS, CAD, and NMDMV files in accordance with procedures and protocols.
Provide units with database information in a timely, accurate, and concise manner.
Provide general information as requested by the public in a timely, accurate, and concise manner.
When assigned, work with other team members in an effective collaborative manner.
Performs other job‑related duties as required or assigned.
Minimum Qualifications
High School Diploma or GED, and two (2) years of related experience involving data entry, call center, computer applications, and/or telephone communications. Any equivalent combination of related education and/or experience may be considered.
Additional Requirements
Successful completion of post‑offer employment medical examination and background investigation.
Employment subject to pre‑employment and random drug testing in accordance with all federal and state rules and regulations regarding alcohol and/or drug testing.
Compliance with the safety guidelines of the County.
Completion of required FEMA training(s) as assigned to position.
No felony conviction.
No DWI conviction within the past three (3) years.
Adherence to safety policies, procedures, and guidelines in performing duties.
Within one (1) year from date of hire, successful completion of the Department’s ECO Training Program and the NM Department of Public Safety Telecommunicator Academy in Santa Fe.
Within one (1) year from date of hire, obtain and maintain the following certifications: New Mexico State Public Safety Telecommunicator; New Mexico State Emergency Medical Dispatch (EMD); American Heart Association (AHA) Cardiopulmonary Resuscitation (CPR); NM State NCIC Full Access Terminal Operator Level; and FEMA – IS‑100, IS‑200, and IS‑700 courses.
Compliance with attendance policy and procedures, including reporting to work on time and maintaining regular scheduled attendance.
Work shift work, overtime, holidays, and weekends as scheduled outside of the regular schedule.
Mandatory ECO I upgrade training and completion if vacancy available after one (1) year qualified date as an ECO.
Working Conditions
High pace and stressful work environment.
Shift, weekends, holidays, and overtime work required.
Duties performed in a temperature‑controlled environment.
Exposure to intermittent noise factors.
Duties performed on an even surface, which may be carpeted or tiled.
Works with and without supervision.
All essential duties performed indoors.
Equipment, Tools, and Materials
Computers, multi‑line telephone, multi‑channel two‑way radio, enhanced emergency 911 equipment, recording equipment, facsimile machine, and photocopy machine.
Logs, various forms and paperwork, writing instruments, and manuals regarding the use of equipment and emergency procedures including the use of software specific to emergency communications.
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Emergency Communications Operator (ECO) (U) – Department: Emergency Communications, Location: 10401 HOLLY AVE NE, Pay: Probationary Hourly Rate $26.08; Union Hourly Rate $26.62.
Responsibility and Duties
Receive and respond to recorded emergency (9‑1‑1) and non‑emergency calls in a concise, timely, and accurate manner in accordance with applicable protocols and standards.
Dispatch units to respond to emergency and non‑emergency calls for fire and Emergency Medical Services (EMS) in a concise, timely, and accurate manner in accordance with applicable protocols and standards.
Enter and maintain accurate records of the location and status of all applicable field units in accordance with applicable standards and protocols.
Respond to and assist callers with pre‑arrival instructions as prescribed in EMS and Emergency Fire Dispatch (EFD) procedures and departmental protocols.
Access information systems such as NCIC, NLETS, NMLETS, WITS, CAD, and NMDMV files in accordance with procedures and protocols.
Provide units with database information in a timely, accurate, and concise manner.
Provide general information as requested by the public in a timely, accurate, and concise manner.
When assigned, work with other team members in an effective collaborative manner.
Performs other job‑related duties as required or assigned.
Minimum Qualifications
High School Diploma or GED, and two (2) years of related experience involving data entry, call center, computer applications, and/or telephone communications. Any equivalent combination of related education and/or experience may be considered.
Additional Requirements
Successful completion of post‑offer employment medical examination and background investigation.
Employment subject to pre‑employment and random drug testing in accordance with all federal and state rules and regulations regarding alcohol and/or drug testing.
Compliance with the safety guidelines of the County.
Completion of required FEMA training(s) as assigned to position.
No felony conviction.
No DWI conviction within the past three (3) years.
Adherence to safety policies, procedures, and guidelines in performing duties.
Within one (1) year from date of hire, successful completion of the Department’s ECO Training Program and the NM Department of Public Safety Telecommunicator Academy in Santa Fe.
Within one (1) year from date of hire, obtain and maintain the following certifications: New Mexico State Public Safety Telecommunicator; New Mexico State Emergency Medical Dispatch (EMD); American Heart Association (AHA) Cardiopulmonary Resuscitation (CPR); NM State NCIC Full Access Terminal Operator Level; and FEMA – IS‑100, IS‑200, and IS‑700 courses.
Compliance with attendance policy and procedures, including reporting to work on time and maintaining regular scheduled attendance.
Work shift work, overtime, holidays, and weekends as scheduled outside of the regular schedule.
Mandatory ECO I upgrade training and completion if vacancy available after one (1) year qualified date as an ECO.
Working Conditions
High pace and stressful work environment.
Shift, weekends, holidays, and overtime work required.
Duties performed in a temperature‑controlled environment.
Exposure to intermittent noise factors.
Duties performed on an even surface, which may be carpeted or tiled.
Works with and without supervision.
All essential duties performed indoors.
Equipment, Tools, and Materials
Computers, multi‑line telephone, multi‑channel two‑way radio, enhanced emergency 911 equipment, recording equipment, facsimile machine, and photocopy machine.
Logs, various forms and paperwork, writing instruments, and manuals regarding the use of equipment and emergency procedures including the use of software specific to emergency communications.
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