City of Tucson

This classification is an entry-level position that will be responsible for assessing emergency 911 and Public Safety Answering Point (PSAP) communication requests for service from both public and partner agencies.  Employees in this classification serve as a first responder and will answer, assess, and route emergency 9-1-1 calls for both Police and Fire/EMS specialties.

Answers, evaluates, and prioritizes incoming and outgoing telephone calls including but not limited to emergency 911, administrative, “hot lines,” Telecommunication Device for the Deaf (TDD), hospital, City departments, partner agencies, and general public inquiries.  

Answers multi-line telephone for emergency assistance; asks questions to determine caller's need and location; verifies and obtains event information; provides instructions pre-arrival of law enforcement, Fire, and/or EMS services.  

Performs interactive law enforcement, fire, and medical communication duties with members of the public and users of the 911 system.  

Interacts with 911 centers/PSAPs in the region to facilitate and coordinate public safety emergency response for public safety services; transfers calls based on jurisdiction.  

Receives, coordinates, and disseminates critical information from and to multiple sources/resources based on published protocols and defined standards.  

Maintains confidentiality; enters data; performs clerical duties; completes projects and training.

Minimum Education Level & Type: 6 months post High School

Minimum Experience Qualifications: At least 1 year Answering telephone calls in a high call volume setting in a timely manner and assessing their level of importance

Ability to type 35 Net Words Per Minute Net (NWPM)

Long Audio Test

Non-NIDA Drug Test

FLSA Status: Non-Exempt

Occupational Group Code: 16

Occupational Group Description: Electronics and Communications

EEO Job Category Code: F

EEO Job Category Description: Office and Clerical

Organizational Level: First Level Employee

NCCI: 8810

Bargaining Unit: TACE

The following information pertains to driving requirements for this classification with the City of Tucson. Under "Driving Level" None, Secondary or Primary, refers to the driving responsibility as it relates to the essential functions of the classification. License Type, is just that, the type of Arizona Driving License required for the classification. If the position requires a Commercial Drivers License (CDL), the endorsements will be listed under "Endorsements." Under Safety Sensitive a "Yes" means employees with this classification are subject to pre-employment and random drug testing. License Type A,B,C,D,or M may require the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage. Exceptions to classification driving requirement's may exist based on position.

Driving Level: Non-Driving

License Type: None

CDL Endorsements: None

Safety Sensitive: Yes

This description is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty. They are intended to describe the general nature and level of work being performed by individuals assigned to this position.