Telecommunicator I

City of Tucson (AZ) • Tucson, AZ

398d • $19 - $34

About The Position

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.

Requirements

• High school diploma or equivalent.
• Any combination of relevant education and experience may be substituted on a year-for-year basis.

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

• 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.
• 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.

Benefits

• Medical, dental, vision, life, disability, and FSA coverage.
• Rich pension plan plus optional Roth and pretax deferred compensation savings.
• Paid time off program providing new hires with 38 paid days off in the first year of employment.
• Twelve weeks of paid parental leave.
• Paid tuition reimbursement.
• Student loan repayment.
• Off- and on-the-job training.
• Opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours.

What This Job Offers

• Job Type: Full-time
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees