Telecommunicator I - Tucson Arizona

POSITION DUTIES AND QUALIFICATIONS 

SUMMARY OF DUTIES:

Answers, assesses, and routes emergency, non-emergency and Public Safety Answering Point (PSAP) service requests for Police and Fire/EMS specialties or performs radio dispatch and support functions for either Police or Fire/EMS specialties.

DUTIES AND RESPONSIBILITIES:*

Position Specific Summary

The Telecommunicator I position at the City of Tucson’s Public Safety Communications Department answers and processes emergency and non-emergency calls, gathers and records information to assess level and type of response needed; or provides radio support and dispatches first responder units to calls for service. This position serves as a point of contact and a crucial link to those in need of service and first responders.

Work is performed under the supervision of the Public Safety Communications Supervisor. This position does not supervise.

Duties and Responsibilities

• Screens and answers all incoming calls to gather information from non-emergency and emergency calls for service.  Assists callers with non-emergent issues (3-1-1) by providing them with City resources and information that address their concerns or questions. Assists callers with potential life-threatening and emergency issues (9-1-1) requiring Police, Fire, and Emergency Medical (EMS) response by providing immediate life-saving instructions prior to first responder arrival. Operates multiple administrative telephone lines, utilizes language service providers, and Telecommunication Device for the Deaf (TDD) when necessary. Uses various geographical maps to pinpoint callers' location. Uses call data to prioritize and determine if an emergency or non-emergency response is needed. Utilizes defined dispatch protocols to input incident data into Computer Aided Dispatch (CAD) system under strict time constraints for emergency response. Utilizes intuitive triaging platform to record information gathered from calls, assess level and type of response needed, and to provide lifesaving instructions.

• Processes time-sensitive information about emergency situations, identifies community, scene, and responder safety concerns, determines type of response required, and coordinates the dispatch of appropriate first responder units; while adhering to applicable standards, procedures, and policies. Maintains two-way radio communication with first responders through multi-channel radio and internal messaging system to gather, verify, and communicate scene information. Utilizes geographical and real time maps to identify, track and document all unit locations and safety, find alternate routes and monitor change in scene or caller location. Relays requests for resources and services to other units, administrative support personnel, other agencies, and emergency service providers. Uses CAD system to review, interpret, and prioritize requests for emergency response and communicates with Call Takers as needed for additional scene information. Gathers and documents vehicle information, persons information, and description of scene from responding units. Verifies that emergency situations have been addressed and closes out the request for service with appropriate notes to avoid additional units from being dispatched. Maintains records of emergency response time, time stamps of unit locations, and reports of calls within CAD and mapping systems. Inputs, reviews, and transmits emergency response information from automated files via multiple computer databases to assist with responses to inquiries from both the public and City departments while maintaining current and accurate records.

• Tracks public work orders and property watches relevant to dispatched events and provides assistance to appropriate public safety agencies or City departments as needed. Communicates with internal and external organizations such as City departments, school safety teams and Alarm companies for fire drills and routine fire alarm practices. Enters, retrieves, and updates information from 3-1-1 and non-emergency law enforcement communication networks related to wanted persons, stolen property, vehicle registration, and other information. Partners with Crisis handlers for calls requiring emergency mental or emotional attention. Enters service requests for maintenance and repairs of City resources, facilities or other issues into City of Tucson’s 3-1-1 request and work management system. Offers assistance and support to new personnel throughout their employment by sharing knowledge and experience.

• Performs all other duties and tasks as assigned.

Working Conditions:

Department operates 24/7, 365 days per year and individuals in this position will be required to work nights, weekends, and holidays. Scheduled hours/days are subject to change.

* All duties, responsibilities listed are subject to change.

QUALIFICATIONS:

MINIMUM REQUIRED QUALIFICATIONS:
Education:
High school diploma or equivalent
Work Experience:
License:

*Any combination of relevant education and experience may be substituted on a year-for-year basis. 

PREFERRED QUALIFICATIONS:
Familiarity with windows computer programs with a minimum typing speed of 40 WPM 
Familiarity with computer systems and data entry  
Spanish/English bilingual skills   
Previous experience in a call center or public safety field 
One (1) year of customer service experience

Any combination of relevant education and experience may be substituted on a year-for-year basis.

ADDITIONAL POSITION INFORMATION:

Position Title:

Telecommunicator I

Department Name: 

Public Safety Communications

Department Link: 

https://www.tucsonaz.gov/Departments/Public-Safety-Communications

Recruiter Name:

Noelle Smith (103931)

Recruiter Email:

pscd_hr@tucsonaz.gov

FTE%:

FLSA:

Non-Exempt

Position Type:

Regular

Full Hourly Range: $19.97 - 34.44 USD

POSTING INFORMATION 

Posting Close Date: 

Applicants must submit their completed application by 01-19-2025 at 11:59 p.m. MST

APPLICATION INSTRUCTIONS

Please see the special application instructions below and follow the directions for applying to this position.

Special Instructions:

•Training in one of three functions, Call taking, Police Dispatch or Fire Dispatch, must be completed prior to the completion of the probationary period and must be maintained throughout employment in this position.
•Must be at least 18 years of age
•An Arizona Criminal Justice Information System (ACJIS) Network Terminal Operator Certification must be obtained within 6 months of hire and must be maintained throughout employment of this position.
•A Cardiopulmonary Resuscitation (CPR) Certification must be obtained within 6 months of hire and must be maintained throughout employment of this position.
•Must pass Background and Polygraph
•Must pass Non-NIDA Drug Test


Must Be Completed To Be considered for the Position:

Attention, in order to be considered for this position you must complete the
assessment from the link below.

https://online.testgenius.com/application/user-registration.html?TucsonPSC-PSSO%202020

The assessment is online and can be taken at any location with internet access and will last approximately 45 minutes to an hour. Please note that each portion of the assessment is individually timed, and you will need to have the ability to listen to audio and use a keyboard.