Telecommunicator Support Specialist

POSITION DUTIES AND QUALIFICATIONS 

SUMMARY OF DUTIES:

Answers and addresses 3-1-1 non-emergency calls and provides customer service to city employees and the public.

DUTIES AND RESPONSIBILITIES:*

Position Specific Summary

The Telecommunicator Support Specialist position at the City of Tucson’s Public Safety and Communications Department is responsible for addressing incoming calls and customer service inquiries, including non-emergency police calls. This position gathers pertinent information from internal and external customers to determine the appropriate department to create a request for, ensures a high level of customer satisfaction and efficient service delivery. This position interacts with various city departments, requiring clear communication, collaboration, and problem solving.  

 Work is performed under the supervision of the Public Safety Communications Supervisor. This position does not supervise.  

Duties and Responsibilities

• Answers and addresses all incoming calls promptly and professionally to gather information from 3-1-1 non-emergency calls for service. Assists callers with non-emergent issues by providing them with city resources and information that addresses their concerns or questions. Handles customer service inquiries, including those related to non-emergency police matters. Provides accurate information and resources to assist customers.  Utilizes language service providers and Telecommunication Device for the Deaf (TDD) when necessary.  

• Collects and records all relevant information from callers to determine the nature of their request, using effective questioning techniques to gather detailed information. Assesses the information gathered from caller to determine the appropriate City of Tucson department to handle the request. Creates accurate requests and forwards to the relevant departments, tracking the requests to ensure they are addressed. Documents all customer interactions and relevant information in the departments computer database. Prepares and maintains accurate records and reports as required.

• Provides requests for assistance to appropriate city departments and tracks public work orders and property watches. Enters, retrieves, and updates non-emergency information from law enforcement communication networks related to wanted persons, stolen property, vehicle registration, and other information. Enters service requests for maintenance and repairs of City resources, facilities or other issues into City of Tucson’s 3-1-1 requests and work management system.

• Performs all other duties and tasks as assigned. Offers assistance and support to new personnel throughout their employment by sharing knowledge and experience. Assists in special projects and provides backup as needed.

Working Conditions

Department operates 24/7, 365 days per year and individuals in this position will be required to work nights, weekends and holidays. Scheduled hours/days are subject to change. 

* All duties, responsibilities listed are subject to change.

MINIMUM REQUIRED QUALIFICATIONS:

Education:

High school diploma or equivalent

Work Experience:

License:

Any combination of relevant education and experience may be substituted on a year-for-year basis.

ADDITIONAL MINIMUM REQUIRED QUALIFICATIONS:

Education:

High school diploma or equivalent

Work Experience:

-

License/Certifications:

Languages:

PREFERRED QUALIFICATIONS:

Multi- language preference

ADDITIONAL POSITION INFORMATION:

Position Title:

Telecommunicator Support Specialist

To view the full job profile including classification specifications and physical demands click here.

Department Name: 

Public Safety Communications

Department Link: 

https://www.tucsonaz.gov/Departments/Public-Safety-Communications

Recruiter Name:

Noelle Smith (103931)

Recruiter Email:

pscd_hr@tucsonaz.gov

FTE%:

100

FLSA:

Non-Exempt

Position Type:

Regular

COMPENSATION & BENEFITS 

Full Hourly Range: $16.50 - 28.46 USD

The Full Hourly Range reflects the City of Tucson's pay range at the time of posting. 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.

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.

POSTING INFORMATION 

Posting Close Date: 

Applicants must submit their completed application by 12-21-2024 at 11:59 p.m. MST

APPLICATION INSTRUCTIONS

Please see the special application instructions below and follow the directions for applying to this position.

Special Instructions:

Attention, in order to be considered for this position you must complete the typing test from the link below. This typing test must be completed on a computer with a keyboard, not a tablet or mobile device. 

https://online.testgenius.com/application/user-registration.html?TucsonPSC-TCSS%20Keyboarding

Physical and lifting abilities/requirements are determined by position and are included in the position description.

Background Check:  This position has been designated to require a criminal background check. 

CITY OF TUCSON IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER and 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).  Click for more information from ACRD about employment discrimination and how to file a complaint with ACRD 

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 Services. 

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 EmployeeLeaves@tucsonaz.gov

or 5207912619

City of Tucson is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer. 

Questions? If you need assistance applying for any position, please contact recruitment@tucsonaz.gov520-791-4241​.

pscd_hr@tucsonaz.gov