311 CALL TAKER
|1/13/2023 12:01:00 PM
|1/29/2023 11:59:00 PM
|$15.60 - $19.04/hour In Accordance with Administrative Directives
|Public Safety Communications Department
|Open to All Applicants (External, Internal)
Safety Communications Customer Service Representatives will be trained to
answer and respond to 311 calls and provide a single point of contact for all
non-emergency City services
§ This is a very rewarding and satisfying career for
many, as it provides a way to help others in our community.
§ The department is a 24/7 operation and incumbents will be
required to work rotating shifts, weekends and holidays. Overtime will be
required as necessary.
§ Incumbents will provide customer service to citizens related to
non-emergency City services.
§ Medical: Choice between a high deductible plan (HSA or HRA), or
§ Dental: Choice between a national dental PPO and a local dental
§ Vision: Coverage for annual eye exam and glasses or contacts, plus
§ Life: City-paid coverage for you & dependents, plus option to
§ Long-Term Disability: Income replacement of up to 60% of your base
salary in the event of a qualifying disability
§ Employee Assistance Program: Enhance your wellbeing when life
doesn’t go as planned
§ Flexible Spending: Pay for qualified health and dependent care
expenses using pretax dollars
§ Colonial Voluntary Benefits: Financial help in the event of
cancer, hospitalization, accident, more
§ Pension: Generous pension plans that help employees retire more
§ Deferred Compensation: Save more toward a comfortable retirement
with a 457(b) plan
§ Training & Tuition Assistance: Pursue your dream through
internal training or financial help toward a degree
§ Back-Up Care: Care for your loved ones when your regular care is
§ Paid Parental Leave: Six (6) weeks paid leave when you welcome a
child, plus other generous leave policies for FML, Medical and USERRA
§ Paid Time Away: New hires enjoy 37 days of paid time off in the
first year, with time increasing steadily thereafter (In year one: 13 accrued
days of vacation, 13 accrued days of sick leave, and 11 paid holidays)
§ Employee Discounts: Generous discounts, ranging from car rentals
to computers, gifts to groceries, electronics to entertainment
§ Social Connectedness: Forge connections with the community we
serve through paid volunteerism and payroll deducted charitable giving
Public Safety Customer Service Representatives provide
customer service to citizens related to non-emergency City services. Incumbents
will be required to work rotating shifts, weekends and holiday hours.
Service Representatives provide customer service to citizens related to a
variety of issues. Some departments are a 24/7 operation and
incumbents will be required to work rotating shifts, weekends and holidays
others are during normal business hours.
Examples of essential duties may
include but are not limited to:
§ Provides customer service by answering telephones, providing
information, processes applications for service, responding to service
requests, researching inquiries and discrepancies, following up on complaints
and concerns and coordinating and communicating with field personnel and other
§ Performs clerical duties by preparing and maintaining files,
records and logs, picking up and distributing mail, maintaining, and ordering
supplies, entering and correcting information in the computer system,
completing, distributing, and processing work orders, transcribing documents,
processing timecards and payroll, maintaining schedules and calendars,
preparing travel orders, correspondence, purchase orders, and various reports
and forms, processing various customer billings, copying, faxing, accepting
deliveries, and notifying appropriate staff.
§ Provides information and responds to inquiries regarding city
programs and services.
§ Relays calls of an emergency nature to 9-1-1 public safety communication
§ Utilizes maps for research and to dispatch non-emergency calls to
various city departments
§ Handled and resolves internal and external customer complaints or
inquiries including follow-up both written and verbal.
§ Maintains confidentiality enters data; performs clerical duties,
completes projects and training.
§ Performs related duties such as: processing reservations and
training requests, inputting, processing, and issuing permits, licenses, and
applications, assigning cases, inspecting, and cutting film, receiving and
processing plans, certifying truck weights, accepting and sorting household and
automotive wastes, ordering garbage and recycling containers, translating as
necessary, coordinating training classes, maintaining parking administration
waiting lists, tickers, payments and permits and maintaining vending machines.
§ This class performs related duties as assigned. The duties
listed above are intended only as general illustration of the various types of
work that my be performed. Job descriptions are subject to change by
the City as the needs of the City and requirements of the job change.
Minimum Education Level & Type: High School Diploma or
G.E.D. Minimum Experience Qualifications: At least 1 year experience in
customer service and operation of a computer and office equipment
of the online application process all applicants are
who successfully complete an employment application and meet the minimum
qualifications will be evaluated on the education and work experience in their
employment profile and the responses to their supplemental questions.
Applicants will then be asked to complete a online typing and practical
highest scoring applicants will then be invited to participate in an Panel
Upon completion of all examination
processes, the highest scoring applicants will be placed on the Civil Service
Employment List. An applicant's ranking on the Civil Service list will be
based on their final score which will be calculated as:
· 10% of the rating for
education and work experience
· 40% of the rating for the
· 50% of the rating for the
panel board interview
Hiring interviews may be conducted.
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 Oral Board interview or email
it to PSCD_HR@tucsonaz.gov. Copies of DD214s must reflect a
characterization of service.
Applicants requiring an accommodation
in accordance with the American with Disabilities Act for any of the applicant
evaluations must contact Derrick Snyder at 520.837.4165 at least 48 hours prior
to the particular evaluation.
Non-NIDA Drug Test, Long Form Hearing test and physical