Telecommunicator I

City of Tucson

5d•$20 - $30•Onsite

About The Position

This recruitment is focused on 911 Emergency Call Taking. Training in one of four functions of non-emergency call taking, emergency call taking, police dispatch, or fire/EMS 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 or Telecommunicator Cardiopulmonary Resuscitation (TCPR) Certification must be obtained within 6 months of hire and must be maintained throughout employment of this position. Must pass Background and Polygraph, Non-NIDA Drug Test, and Hearing Test. Virtual Interviews will be held October 26, 2026-October 30, 2026. Pre-employment testing: November 16, 2026 – November 20, 2026. Tentative Start date: Week of January 11, 2027.

Requirements

Must be at least 18 years of age
A laptop or desktop computer with a full-sized keyboard
A working webcam
High School Diploma or G.E.D.

Nice To Haves

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

Responsibilities

Answers 3-1-1 non-emergency calls and customer inquiries; gathers, clarifies, and assesses information using effective questioning, active listening, and problem-solving techniques; determines the appropriate City service, resource, or referral based on the nature of the inquiry; and provides accurate information and assistance regarding City services, programs, and non-emergency police matters.
Uses language service providers, Telecommunication Devices for the Deaf (TDD), and other communication resources when necessary.
Creates, routes, monitors, and tracks service requests with appropriate City departments and service providers, including public works orders, property watches, maintenance requests, and other community service needs; communicates relevant information and coordinates with other departments or resources to facilitate timely and appropriate resolution; and recognizes circumstances requiring escalation or referral to emergency or specialized services.
May manage callers at times who are distraught or frustrated and who may require patience and attention to detail in resolving or supporting their needs from City services.
Enters, retrieves, reviews, and updates information in City and law-enforcement databases, and maintains accurate records of customer contacts and service requests.
Answers and processes emergency 9-1-1 calls involving potential life-threatening and other public safety situations; rapidly gathers, verifies, and assesses information using established protocols and triage platforms; determines the nature, location, priority, and appropriate police, fire, and/or EMS response; provides life-saving pre-arrival instructions when indicated; accurately enters and updates incident information in the computer-aided dispatch (CAD) system under strict time constraints.
Establishes and verifies caller and incident locations using geographical mapping and other available technologies, including identifying changes in location, access information, landmarks, and other details necessary to facilitate an effective emergency response.
Obtains and evaluates information regarding victims, patients, suspects, weapons, hazards, scene conditions, and other circumstances affecting community, caller, and responder safety.
Continuously reassesses information as conditions change and communicates critical updates to dispatch personnel.
Manages callers experiencing fear, panic, emotional distress, confusion, or other circumstances that may affect their ability to communicate, while using effective questioning and communication techniques to obtain actionable information.
Utilizes language service providers, Telecommunication Devices for the Deaf (TDD), and other alternative communication resources when necessary; retrieves and updates law-enforcement information related to wanted persons, stolen property, and vehicle registration.
Coordinates with Crisis Response Personnel on calls involving individuals requiring emergency mental or emotional support.
Coordinates dynamic law-enforcement incidents involving people, threats, suspects, officers, tactics, and specialized investigative/tactical resources.
Responsible for receiving, assessing, prioritizing, and managing law-enforcement calls for service, including routine incidents as well as rapidly evolving events requiring sustained situational awareness and coordination of multiple field resources.
Utilizes computer-aided dispatch (CAD), geographic information, real-time mapping, radio, telephone, and other technology systems to support complex and critical incidents such as active threats, hostage or barricade situations, officer-involved incidents, pursuits, shootings, large-scale disturbances, missing or endangered persons, and other events requiring a coordinated law-enforcement response.
Gathers and continuously updates critical information regarding suspects, weapons, victims, hazards, locations, and changing circumstances; maintains real-time communications with ground units; and coordinates the deployment and movement of specialized resources, which may include K-9 units, air support, drone operations, tactical teams, hostage negotiators, crisis response resources, and other specialized law-enforcement personnel.
Requires the ability to manage multiple concurrent radio and information streams, anticipate the communications needs of field personnel, maintain an accurate operational picture, prioritize rapidly changing information, and facilitate coordination among responding units and specialized resources throughout complex and potentially life-threatening incidents.
Coordinates dynamic emergencies involving patients, fire behavior, hazardous materials incidents, technical rescue operations, multi-casualty, wildland fires, and other complex incident-command/resource requirements.
Responsible for receiving, assessing, prioritizing, and managing deployable resources across a vast, multi-jurisdictional region including events that require rapid deployment, coordination, and ongoing management of multiple fire and EMS resources often from multiple agencies.
Utilizes computer-aided dispatch (CAD), geographic information, real-time mapping, radio, telephone, and other technology systems simultaneously to deploy resources involving significant threats to life, property, or responder safety.
Assesses incident conditions, determines appropriate response configurations, and maintains communications as conditions evolve.
The function requires coordination of multiple apparatus and personnel, including engines, ladder/truck companies, rescue units, ambulances, command personnel, specialty teams, and other specialized resources, as well as coordination of automatic aid, mutual aid, and additional resources when an incident exceeds initial response capabilities.
Personnel must maintain awareness of fireground conditions, responder safety concerns, changing patient or environmental conditions, resource assignments, and command requests.
Performs all other duties and tasks as assigned.
Maintains situational awareness, provides operational support and backup as needed, assists and mentors new personnel, and contributes to special projects.