Sense of service: New Mexico Department of Public Safety Concealed Carry Unit takes pride in assisting public with concealed handgun licenses

For the New Mexico Department of Public Safety Concealed Carry Unit, customer service is number one.

Working from an office in Albuquerque, the unit which falls within the Law Enforcement Records Bureau, reviews applications for concealed handgun licenses, conducts background checks and supports instructors, all while answering questions from the public, which they take great pride in.

"When applicants are having trouble and call, we pick up the phone and help them with their application. Walk them through it," said Antonio Otero, the Law Enforcement Trainer in the unit. "We do a really good job of that, and we always get very stellar reviews for the way we handle our stakeholders. We're very customer service oriented."

This seven-person unit serves applicants statewide while also having to balance legal compliance.

"We're a small unit," said Otero. "We work diligently to process applications efficiently, thoroughly and in accordance with New Mexico law."

A statewide responsibility

Since the Concealed Handgun Carry Act took effect in 2003, the unit has handled every application for a concealed handgun license in New Mexico. The state's centralized licensing program means the Concealed Carry Unit serves applicants from communities of all sizes across the state.

The team includes analysts who review applications, supervisory staff, and a Law Enforcement Trainer (Otero) who works with approximately 350 department-approved individuals certified to teach concealed carry courses throughout New Mexico. Otero travels throughout New Mexico to audit these firearm training courses for compliance.

Antonio Otero, law enforcement trainer for the Concealed Carry Unit.

"Our job is to properly vet individuals applying for concealed carry by following the rules and regulations established by law," Otero said. "We want to do that as efficiently, but also as thoroughly as possible."

A process built on consistency

Unlike states where issuing authorities have broad discretion, New Mexico is a "shall issue" state. This means if applicants meet every requirement established by statute and administrative rule, the department issues a license. If they do not qualify, the application must be denied.

"We don't have discretion," Otero explained. "We're bound by the statute and the rules."

Potential denials undergo multiple levels of review before becoming final. Applications are examined by analysts, reviewed by a supervisor and evaluated with assistance from legal counsel when necessary. Applicants also have the opportunity to request an administrative hearing if they believe a denial was made in error. The request must be in writing and is due within 30 days of the denial notice. A hearing examiner hears the case, the department's cabinet secretary issues the final decision, and that decision can be appealed to district court.

That layered review helps ensure every decision is fair, accurate and legally supported.

Training comes first

For most first-time applicants, the process begins with education.

Most applicants complete a course of at least 15 hours taught by one of approximately 350 approved instructors throughout New Mexico. The curriculum covers firearm safety, legal responsibilities, storage requirements, use-of-force laws and practical shooting qualifications before students receive the certificate needed to apply for a license. A license covers only the category and largest caliber of handgun the applicant qualified with.

"We require quite a bit from our permit holders when it comes to training and knowledge of the law," Otero said. "We want people to understand the responsibility that comes with carrying a firearm."

Antonio Otero, law enforcement trainer and Rio Ortega, analyst for the Concealed Carry Unit.

The unit also provides instructors with updated manuals, checklists and guidance to help ensure students receive consistent information before submitting an application.

Thorough reviews for every applicant

Each application undergoes state and federal background checks before a license can be issued.

The Concealed Carry Unit reviews state and federal criminal history records, FBI fingerprint-based background checks through the Criminal Justice Information System, National Instant Criminal Background Check System records and New Mexico court records.

The goal is to determine whether applicants meet both federal firearm eligibility requirements and the additional qualifications established under New Mexico law.

Some applicants are surprised to learn that legally owning a firearm does not automatically qualify someone for a concealed handgun license.

"There are people who have had their state firearm rights restored or have been pardoned by a governor and can legally possess a firearm under state and/or federal law, but still don't qualify for a concealed carry license under New Mexico law," said Otero.

A felony conviction disqualifies an applicant permanently. Certain misdemeanors, including crimes of violence, controlled substance offenses and DWIs, disqualify an applicant for five or 10 years depending on the offense, and a misdemeanor conviction for assault, battery or battery against a household member carries no time limit in the statute. A protective order, or anything else that makes a person ineligible to possess a firearm under federal law, also disqualifies an applicant. A deferred sentence or a conditional discharge still counts as a conviction.

Technology improving access

The licensing process has changed dramatically over the past several years.

Previously, every application had to be submitted in person or by mail. Today, applicants can use an online portal to submit initial applications, renewals, replacement requests and fees electronically.

The online system has been especially valuable for residents in rural communities who may live hours from the Albuquerque office, according to Otero.

Staff do encourage license holders to monitor expiration dates carefully. Renewal windows, refresher training requirements and other deadlines are outlined in course materials and application booklets provided during training. A license is valid for four years, a refresher course is due about two years in, and a license cannot be renewed more than 60 days after it expires.

Customer service at the center

Although the unit's work is governed by statute, employees say helping applicants understand the process is one of the most important parts of the job.

Analysts routinely answer questions about applications, walk applicants through the online portal, explain documentation requirements and help resolve issues before they become larger problems.

"Our analysts are really the heart of the unit," said Otero. "I've heard them help people with everything from navigating the portal to correcting paperwork. They do a wonderful job representing our agency."

Analyst Rio Ortega said communication is often the key to a successful application.

"We like to give as much information and guidance as possible," said Ortega. "Whether it's navigating the application, replacing a lost permit or answering questions about the process, we want people to understand what they need."

Rio Ortega, analyst for the Concealed Carry Unit.

That emphasis on communication extends to difficult conversations as well.

"When someone doesn't qualify, we explain why," said Otero. "Usually once they recognize that we're following the law, not making a discretionary decision - they understand."

Protecting applicants' privacy

One aspect of the Concealed Carry Unit's work that often surprises the public is the level of confidentiality surrounding license records.

Under New Mexico law, information relating to concealed handgun license applicants and licensees is confidential, exempt from public disclosure, and may be released only to law enforcement on request or by court order.

That means family members, neighbors or friends cannot obtain information about another person's license status simply by calling the office.

The online licensing system also incorporates state security standards and encryption designed to protect applicants' personal information.

Working with law enforcement

The unit works closely with law enforcement agencies throughout New Mexico.

If circumstances arise that may require a license to be suspended or revoked, a peace officer may confiscate the license when the licensee has violated the law and notify the department for review. The Concealed Carry Unit evaluates those cases under state law to determine whether additional action is necessary.

The office also shares information with authorized agencies and responds to questions regarding license status as permitted by law.

Dispelling misconceptions

One misconception staff encounter frequently involves reciprocity.

Reciprocity specifically applies to visitors. A person visiting New Mexico may carry a concealed handgun using a license issued by a state that the department has approved. A list of approved states is available on the . However, someone who becomes a New Mexico resident must apply to transfer their license within 90 days of establishing residency. During that 90-day period, they may continue carrying a concealed handgun only if their out-of-state license was issued by an approved state. Another common misunderstanding is that a concealed handgun license overrides private property rights.

A license does not allow a licensee to carry a concealed handgun into every business that serves alcohol, and the exceptions are narrow: they reach a licensed business that does not serve alcohol on site, such as a liquor store, and some beer-and-wine restaurants. Carrying in a bar on the other hand is a felony, even for a licensee. State rules also prohibit drinking while carrying and carrying while impaired.

A licensee must comply with a posted "No Firearms" sign or a verbal instruction from the owner or manager, and a license does not authorize carrying in courthouses, on tribal land or on school, university or preschool grounds unless the law allows it.

A commitment to public service

For the employees who make up the Concealed Carry Unit, the work is about much more than processing paperwork.

Otero, a firearms instructor for nearly two decades before joining the department, continues teaching instructor biennial training courses because he believes education is one of the strongest tools for responsible firearm ownership.

"I have a passion for teaching, which I do once a month," said Otero who teaches courses for instructors. "I'm very passionate about concealed carry as well. Having instructors out there informing the public about the rules and regulations and the responsibility that comes with carrying a firearm is something that I think is very important for our state. We have a great team here. I really enjoy the people I work with."

Supervisor Angie Cormier, who has served in regulation and compliance for a majority of her career, said she finds the greatest satisfaction in serving the public.

"I enjoy engaging in the customer service experience," she said. "It's our mission to provide exceptional customer service and they appreciate it. I truly enjoy being a public servant. There's a lot of reward in giving back to society."

That sense of service is shared throughout the office.

"You're not going to get good customer service if that's not coming from the top," said Otero. "That's something that really helps - to see Angie with her leadership and holding ourselves to a standard in working with the public and our stakeholders."

Whether answering phone calls, reviewing background information, helping applicants navigate technology or adapting to changing laws and procedures, the team remains focused on serving New Mexicans with professionalism, consistency and respect.

As the licensing system continues to evolve through new technology and improved communication tools, the mission remains unchanged: process every application fairly, protect sensitive information and ensure every license issued meets the standards established by New Mexico law.

This article is general information about the licensing process - not legal advice. The controlling law is the Concealed Handgun Carry Act, Sections 29-19-1 through 29-19-15 NMSA 1978, and the department's rule, 10.8.2 NMAC. This and other important information about Concealed Carry licensing for New Mexico can be found at: https://www.dps.nm.gov/law-enforcement-records-bureau/concealed-carry-licenses/

Story by New Mexico Department of Public Safety Public Information Officer John Heil. Photos by DPS Media Relations Unit - Payton Santillanes.