311 Supervisor

Recruitment #2302-6309-001


The Public Safety Communications Department is seeking dedicated leaders for the 3-1-1 Communications center. Successful candidates will have strong problems solving skills and experience in investigating and resolving citizen complaints in a public safety communications setting.

General Description

Supervises 311 Public Safety Communications personnel involved in answering calls related to non-emergencies and City services. Investigates citizen complaints and identifies and resolves problems and issues arising from complaints.

Essential Functions

Uses independent judgment for the following:  

Supervises and coordinates the equivalent of two or more fulltime employees and all assigned work in a unit ensuring timely and quality activities to respond to the needs of the City, community, department, and unit.  

Assists with the implementation, evaluation and interpretation of department policies, projects and procedures.  

Manages, coordinates, and determines priorities of work load, monitoring levels of resources, establishing time lines, assigning work, monitoring progress, recommending changes and suggestions, writing, reviewing and editing reports prepared by staff, and approving completed projects and reports.  

Implements controls for appropriate unit staffing and effectiveness by participating in the recruitment and hiring of employees, making recommendations on employee discipline, and other human resources issues, evaluating and managing employee performance, discussing and identifying personnel issues and facilitating resolutions, promoting positive morale in the unit, ensuring staff is trained appropriately for maximum performance, and providing leadership and guidance.  

Contributes to the needs of the community and City by implementing and causing others to implement the organization’s values and strategies by leading through example, competency, and accountabilities.  

Provides customer service by responding to information requests, conducting research, providing solutions to problems, and correcting errors.  

Ensures that unit work conforms to local, state, and federal governmental regulations, and other applicable rules and requirements.  

Monitors telephone lines, acting as a liaison between the call taker, 911 and other city departments, advising personnel, and coordinating phone requests.  

Participates in training review boards, reading and critiquing evaluations, maintaining training logs, updating training materials and syllabi, writing reports, planning and making recommendations for future training.  

Functions as the initial point of contact  for citizen complaints about unit personnel.  

Ensures  communication equipment is operational by troubleshooting malfunctions, and  initiating repair orders.  

Functions as a department liaison for field operations and command staff.  

Provides public education by representing the department at job fairs, speaking to community groups, training volunteers and conducting tours of facilities.

Minimum Qualifications

Minimum Education Level & Type: Associate's Degree

Minimum Experience Qualifications: At least 4 years’ experience within a Public Safety Answering Point (PSAP); answering police, fire, and medical emergency 911 calls and radio dispatching police, fire, and medical units to requests for emergency assistance.

Experience in supervisory, leadership, or direct customer engagement positions will be considered as equivalent experience. 

An equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of this position may be considered

Preferred Qualifications

Supervisory experience
Training and development experience

Selection Plan

PLEASE NOTE: As part of the online application process all applicants are required to submit their resume under the "other" tab or email the document to PRIOR to the close date and time of the job posting.  Please ensure your application contains the required documents prior to submission. Applications received without a resume will be considered incomplete and will NOT receive further consideration. 

Applicants who meet the minimum qualifications will be evaluated on the education and work experience in their employment profile and their responses to the supplemental questionnaire. The highest scoring applicants will be invited to participate in Oral Boards the week of February 20th.

Upon completion of all examination processes, the highest scoring applicants will be placed on the Civil Service Employment List to be used to fill vacancies occurring within the next 6 months. An applicant's ranking on the Civil Service list will be based on their final score which will be calculated as:

· 20% Education and Experience   
· 80% Oral Board 

Hiring interviews may be conducted. 

The candidate selected for hire from the Employment List may be subject to the following:  
An extensive background investigation which may include local, state and national criminal and fingerprint checks, personal and professional references, medical pre-employment testing, and polygraph.


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

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.