Telecommunicator II

City of Tucson; United States; On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Medical benefits

Pension plan

Paid time off

Tuition reimbursement

Job summary

City of Tucson seeks a Telecommunicator II to handle non-emergency and emergency calls, determine appropriate responses, and coordinate with police, fire, and EMS resources. You will gather and relay critical information, provide clear instructions, and maintain incident records.

The role requires rapid decision-making, clear communication, and proficiency with CAD systems. Regular duties include updating calls, coordinating resources, and ensuring accurate data entry in the city’s systems.

Qualifications

• High school diploma or GED required.
• Six months of relevant experience.
• Bilingual Spanish/English preferred.
• Typing speed 40 WPM required.
• Experience in a call center or public safety field preferred.

Responsibilities

• Answer non-emergency 3-1-1 calls and route service requests.
• Answer and process emergency 9-1-1 calls and determine appropriate response.
• Coordinate law-enforcement dispatch using CAD and mapping tools.
• Coordinate Fire/EMS dispatch and resource deployment.
• Maintain records in CAD and city databases with accurate information.

Skills

Typing 40 WPM

Spanish/English bilingual

Call center experience

Public safety experience

Education

High school diploma or GED

Tools

CAD systems

Job description

About this Position

Training in two of the following four functions of non-emergency call taking, emergency call taking, police dispatch and/or fire/EMS dispatch, must be completed prior to the completion of the probationary period and must be maintained throughout employment in this position.

• Must be at least 18 years of age
• An Arizona Criminal Justice Information System (ACJIS) Network Terminal Operator Certification must be obtained within 6 months of hire and must be maintained throughout employment of this position.
• A Cardiopulmonary Resuscitation (CPR) Certification or Telecommunicator Cardiopulmonary Resuscitation (TCPR) Certification must be obtained within 6 months of hire and must be maintained throughout employment of this position.
• Must pass Background and Polygraph
• Must pass Non-NIDA Drug Test
• Must pass Hearing Test

Important Dates

• Virtual Interviews will be held October 26, 2026 - October 30, 2026
• Pre-employment testing: November 16, 2026 – November 20, 2026
• Tentative Start date: Week of January 11, 2027

Non-emergency call taking

Answers 3-1-1 non-emergency calls and customer inquiries; gathers, clarifies, and assesses information using effective questioning, active listening, and problem-solving techniques; determines the appropriate City service, resource, or referral based on the nature of the inquiry; and provides accurate information and assistance regarding City services, programs, and non-emergency police matters. Uses language service providers, Telecommunication Devices for the Deaf (TDD), and other communication resources when necessary. Creates, routes, monitors, and tracks service requests with appropriate City departments and service providers, including public works orders, property watches, maintenance requests, and other community service needs; communicates relevant information and coordinates with other departments or resources to facilitate timely and appropriate resolution; and recognizes circumstances requiring escalation or referral to emergency or specialized services. Enters, retrieves, reviews, and updates information in City and law-enforcement databases, and maintains accurate records of customer contacts and service requests.

Emergency call taking

Answers and processes emergency 9-1-1 calls involving potential life-threatening and other public safety situations; rapidly gathers, verifies, and assesses information using established protocols and triage platforms; determines the nature, location, priority, and appropriate police, fire, and/or EMS response; provides life-saving pre-arrival instructions when indicated; accurately enters and updates incident information in the computer-aided dispatch (CAD) system under strict time constraints. Establishes and verifies caller and incident locations using geographical mapping and other available technologies, including identifying changes in location, access information, landmarks, and other details necessary to facilitate an effective emergency response. Obtains and evaluates information regarding victims, patients, suspects, weapons, hazards, scene conditions, and other circumstances affecting community, caller, and responder safety. Continuously reassesses information as conditions change and communicates critical updates to dispatch personnel. Manages callers experiencing fear, panic, emotional distress, confusion, or other circumstances that may affect their ability to communicate, while using effective questioning and communication techniques to obtain actionable information. Utilizes language service providers, Telecommunication Devices for the Deaf (TDD), and other alternative communication resources when necessary; retrieves and updates law-enforcement information related to wanted persons, stolen property, and vehicle registration. Coordinates with Crisis Response Personnel on calls involving individuals requiring emergency mental or emotional support.

Police dispatch

Coordinates dynamic law-enforcement incidents involving people, threats, suspects, officers, tactics, and specialized investigative/tactical resources. Responsible for receiving, assessing, prioritizing, and managing law-enforcement calls for service, including routine incidents as well as rapidly evolving events requiring sustained situational awareness and coordination of multiple field resources. Utilizes computer-aided dispatch (CAD), geographic information, real-time mapping, radio, telephone, and other technology systems to support complex and critical incidents such as active threats, hostage or barricade situations, officer-involved incidents, pursuits, shootings, large-scale disturbances, missing or endangered persons, and other events requiring a coordinated law-enforcement response. Gathers and continuously updates critical information regarding suspects, weapons, victims, hazards, locations, and changing circumstances; maintains real-time communications with ground units; and coordinates the deployment and movement of specialized resources, which may include K-9 units, air support, drone operations, tactical teams, hostage negotiators, crisis response resources, and other specialized law-enforcement personnel. Requires the ability to manage multiple concurrent radio and information streams, anticipate the communications needs of field personnel, maintain an accurate operational picture, prioritize rapidly changing information, and facilitate coordination among responding units and specialized resources throughout complex and potentially life‑threatening incidents.

Fire/EMS dispatch

Coordinates dynamic emergencies involving patients, fire behavior, hazards, apparatus, rescue operations, and incident-command/resource requirements. Responsible for receiving, assessing, prioritizing, and managing fire, emergency medical, rescue, and hazardous incident calls, including events that require rapid deployment, coordination, and ongoing management of multiple fire and EMS resources. Utilizes computer-aided dispatch (CAD), geographic information, real-time mapping, radio, telephone, and other technology systems to support complex incidents such as structure fires, wildland and vegetation fires, mass-casualty incidents, hazardous materials emergencies, technical rescues, vehicle and industrial accidents, confined-space incidents, high-angle and rope rescues, water rescues, and other events involving significant threats to life, property, or responder safety. Assesses incident conditions, determines appropriate response configurations, and maintains communications as conditions evolve. The function requires coordination of multiple apparatus and personnel, including engines, ladder/truck companies, rescue units, ambulances, command personnel, specialty teams, and other specialized resources, as well as coordination of automatic aid, mutual aid, and additional resources when an incident exceeds initial response capabilities. Personnel must maintain awareness of fireground conditions, responder safety concerns, changing patient or environmental conditions, resource assignments, and command requests. Performs all other duties and tasks as assigned. Maintains situational awareness, provides operational support and backup as needed, assists and mentors new personnel, and contributes to special projects. All duties and responsibilities listed are subject to change.

Minimum Qualifications

• Minimum Education Level & Type: High School Diploma or G.E.D.
• Minimum Experience Qualifications: Six (6) months of relevant experience

Preferred Qualifications

• 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 directly related emergency communications experience

Position Details

Job Profile J6331 - Telecommunicator II To view the full job profile including classification specifications and physical demands click https://www.tucsonaz.gov/Departments/Human-Resources/Tucson-Talent. Compensation Grade G105 Hourly Range $21.96 - 32.94 USD The City of Tucson considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity. Fair Labor Standards Act (FLSA) Non-Exempt Position Type Regular Time Type Full time Department Public Safety Communications Department Link https://www.tucsonaz.gov/Departments/Public-Safety-Communications Background Check This position has been designated to require a criminal background check. The City of Tucson is a Second Chance Employer.

Benefits

The City of Tucson offers a generous benefits package for benefit-eligible positions. The comprehensive, flexible, and affordable coverage is designed to optimize health and well-being, security and future, and peace of mind. Benefits begin with medical, dental, vision, life, disability, and FSA coverage, surpassing your standard 401(k) program by offering a rich pension plan plus optional Roth and pretax deferred compensation savings. With your well-being in mind, our paid time off program provides new hires with 38 paid days off in the first year of employment, with time off increasing steadily in subsequent years. We offer twelve weeks of paid parental leave, paid tuition reimbursement, student loan repayment, off- and on-the-job training, and opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours. You can learn more about our benefits at https://www.tucsonaz.gov/Departments/Human-Resources/Employee-Benefit-Snapshot.

Citizenship

The City of Tucson employs only U.S. Citizens and lawfully authorized non-U.S. Citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Status. The City of Tucson does not offer visa sponsorship.

Equal Opportunity/Affirmative Action/Veterans/Disability Employer

The City of Tucson does not discriminate based on race, color, religion, sex (including sexual orientation, gender identity, and pregnancy), national origin, veteran status, age, disability, genetic testing, or any other protected status. If you believe you have been a victim of discrimination, you may file a complaint with the City of Tucson's Office of Equal Opportunity Programs, U.S. Equal Employment Opportunity Commission (EEOC) or Arizona Attorney General's Office of the Civil Rights Division (ACRD). ADA Accessibility Complaint Form The City of Tucson is committed to providing access and reasonable accommodation for individuals with disabilities or who require religious accommodation; please contact Human Resources at [e-mail] or 520-791-2619.

City Organization

The City of Tucson, founded in 1775 and incorporated in 1877, is a City Manager-led Mayor and Council government organization comprised of over 5,000 dedicated employees.

Tucson Community

The City of Tucson is recognized as a Top 20 "Best City in America" by Resonance Consultancy. Tucson, Arizona, is a thriving center for bioscience, aerospace/defense, optics, mining, and logistics. With a city population of more than 540,000 and a regional population of more than 1 million, Tucson has 330-plus days of sunshine a year and is surrounded by majestic mountain ranges. A small-town feel with big-city amenities complements its natural beauty. You can learn more about Tucson, Arizona, at Visit Tucson, Arizona.