Recruitment #1901-6304-001


      Public Safety Service Operators (PSSO) will be trained to answer 911 calls and serve as the first line of communication between the Tucson community and our Police and Fire services.  PSSOs will be responsible for receiving both emergency and non-emergency requests for assistance from the public, and passing critical information to our Police and Fire dispatchers.  Dispatchers then ensure appropriate response from our public safety professionals across the City.


** This recruitment will create a List of Eligible Candidates from which the Public Safety Communications Department will fill vacancies within the next six months.


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General Description

Answers and assesses emergency 911 and non-emergency calls for service in a timely and efficient manner.  Uses a computer aided dispatch system to enter all pertinent information.

Essential Functions

Handles emergency and non-emergency calls by answering all calls; interviews callers; determines the nature of the reported incident; assists callers in remaining calm and elicits necessary information; inputs relevant information for each call into a computer aided dispatch system; and determines the priority of calls by researching various sources of information.

Works in concert with dispatch personnel; performs routine requests from field personnel; facilitates requests and calls for service for external public safety and non-public safety entities.

Minimum Qualifications

Minimum Education Level & Type: 6 months post High School

Minimum Experience Qualifications: Under 1 year of experience answering telephone calls in a timely manner and assessing their level of importance

Special Job Requirements

Ability to type 35 Net Words Per Minute (NWPM)

No felony convictions or drug abuse

This position also requires the following:

  • An intensive training period requires study of written procedures as well as hands-on training experience.  Probationary period is 18 months.
  • The ability to evaluate verbal and written data quickly and respond calmly to stressful situations
  • Rotating work schedules are required.  Shifts will be composed of 12 hour days.  Overtime work will be required as necessary.  Other alternate work schedules may be implemented based on operational need.   
  • Stressful and fast-paced work which requires the ability to adjust quickly and to maintain confidentiality

Preferred Qualifications

Experience working as an emergency 911 operator or dispatcher

Fluent in more than one language

Selection Plan

You are highly encouraged to print this bulletin because it contains important testing dates and information that you will need to refer to later, and it will not be available after the closing date.

Applicants who submit a complete application and meet the minimum qualifications will receive an email notification giving a formal invitation to the practical assessment.

Practical Assessment

The practical assessment will take place the week of March 11, 2019.  This assessment will consist of two parts performed on the same day. Part I is a typing test which measures typing speed.  Part II utilizes computer software to simulate a public safety communications environment.  Applicants must successfully pass Part I with a typing speed of 35 WPMN or greater in order to continue with Part II.  Applicants will be notified of their scores, pass or fail, after the completion of testing that day.  Applicants that receive a passing score will be scheduled for oral board interviews.

Oral Board interviews

Applicants who pass the practical assessment will be scheduled for oral board interviews and will receive their time slot following the completion of their practical assessment.  Interviews are scheduled for the week of March 18, 2019.

Applicants passing the Oral Board interview will be placed on a Civil Service Employment List for consideration Public Safety Communications Department.

A candidate's ranking on the Employment List will be based on their final score which will be calculated as 5% of the rating for Training and Experience (Supplemental Questionnaire responses), 55% of the rating for the Practical Assessment, and 40% of the rating for the Oral Board interview.


Candidates placed on the Employment List will be subject to the following:

• Selected candidates will receive a conditional job offer and must successfully pass pre-employment medical testing and background clearance.

Veterans, Native American, or Disability preference points will be added to the achieved score for those that are placed on the Civil Service Employment List. If you qualify for Veteran or Native American preference points as outlined in your Employment Profile, you must submit your documentation at the time of the Practical Examination. Copies of DD 214s must reflect a characterization of HONORABLE.

Applicants requiring an accommodation in accordance with the Americans with Disabilities Act for any of the applicant evaluations must call 520.791.4241 at least 48 hours prior to the particular evaluation.

Communications throughout this process will be sent via email exclusively so please ensure your browser accepts emails from and check your email account regularly. Failure to respond or follow instructions will result in disqualification.

All email inquiries should be directed to the individual listed below.

Liliana Almeraz, (520) 837-4303 or

Pre-employment Medical Testing Requirements

Long Audio Test

Non-NIDA Drug Test

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To ensure accurate payroll information for tax purposes, the successful candidate will need to provide their original Social Security Card or original letter from the Social Security Administration with their social security number prior to beginning work with the City of Tucson.

The City of Tucson hires lawful workers only - US citizens or nationals and non-citizens with valid work authorization - without discrimination. Federal immigration laws require all employers to verify both the identity and employment eligibility of all persons hired to work in the United States. In its efforts to meet the law's requirements, the City of Tucson participates in the E-Verify program established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to aid employers in verifying the eligibility of workers.

Retired City of Tucson employees receiving benefits from the Tucson Supplemental Retirement System who are considering reemployment with the City should be aware that pursuant to Section 22-37(g) of the Tucson City Code, retirement benefits shall be suspended during the period of reemployment with the City of Tucson unless you have been separated at least twelve consecutive months before returning to work AND you return to a non-permanent employment classification. Creditable service does not accrue during any reemployment period.