911 Dispatcher Trainee bei City of Durango, CO

About the Department

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 911 Dispatcher Trainee, you’ll receive hands-on training under the guidance of a certified Communications Training Officer (CTO). You’ll learn how to handle emergency and non-emergency calls, operate computer-aided dispatch systems, and communicate clearly with the public and first responders.

Through this structured training program, you’ll develop the skills needed to prioritize calls, dispatch appropriate resources, and monitor radio traffic. Upon successful completion of the program, you may be promoted to Dispatcher on a probationary basis. Trainees must show consistent progress and meet performance standards to remain in the program.

Position Duties

What You’ll Do in This Role: 

• Attend and actively participate in all scheduled 911 communications training sessions.
• Learn to operate computer-aided dispatch (CAD) systems.
• Learn department protocols, policies, and procedures.
• Use proper telephone etiquette when answering both emergency and non-emergency calls.
• Become familiar with the geographic areas served, including agency-specific jurisdictions and services.
• Learn standard radio procedures and how to maintain contact with field responders.
• Obtain required certifications for providing lifesaving and pre-arrival medical instructions.
• Develop critical skills, such as prioritizing calls and dispatching the appropriate resources.
• Accurately document activities and complete reports as required.
• Learn to read, interpret, and correctly respond to National Crime Information Center (NCIC) and Colorado Crime Information Center (CCIC) transactions and messages.
• Complete assignments related to law enforcement, fire, Emergency Medical Services (EMS), and other agency responses under supervision.

Minimum Qualifications

You Have:

• A high school diploma or GED equivalent.
• Ability to obtain and maintain the following certifications and clearances during initial training:
  1. Association of Public Safety Communications Officials Emergency Medical Dispatcher (APCO EMD)
  2. CPR Certification
  3. Public Safety Telecommunicator 1 (PSTC1)
  4. Incident Command System (ICS) Certification
  5. Open Fox OSN Certification and security clearance
• Two years of customer service experience.
• 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.
• Availability to work various shifts, including holidays, nights, and weekends.   

Conditions of Employment:

All candidates must pass a background check, including criminal history (local, state, and federal), credit, driving record, insurance, and social media screening. This is required due to access to sensitive law enforcement facilities, records, and systems. Employees must meet high standards of legal responsibility to maintain the certifications required for the role. A medical exam will also be required after a conditional job offer is made.

Other Qualifications

What We Can Offer You:

• Comprehensive medical, dental, and vision insurance.
• Ample personal time off (PTO) and 11 paid holidays.
• Rotating 3 and 4-day work week.
• 401(a) retirement plan and optional deferred compensation plan.
• Basic life insurance and accidental death & dismemberment (AD&D) coverage.
• Long-term disability coverage.
• Paid FMLA.
• Commitment to employee wellness:
  1. Access to Employee Assistance Program (EAP)
  2. Resiliency Program: Offers guidance, coaching, and confidential support for mental well-being. Earn 8 hours of PTO for each bi-annual counseling session attended.
  3. Free access to Durango Community Recreation Center and Chapman Ice Rink and Ski Area.
  4. Participation Employee Wellness Program that addresses physical, mental, financial, and professional well-being.
• 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.

To view the full job description, click here.