Telecommunications Operator

Job Description Summary

The role of the Telecommunications Operator is an intersection of critical intervention of lifesaving instructions for the caller and a conduit of essential communications for the field responder to improve outcomes. The fundamental reason this classification exists is to receive, evaluate, and process all 9-1-1 calls for police, fire, and medical assistance; or, to operate base radio equipment for dispatching police units on police‑related incidents.

Depending on the assignment, incumbents may operate a multi‑button telephone system, radios, computer terminals, and teletype equipment to receive, evaluate, and transmit information that frequently involves emergency situations affecting human welfare and safety. Work involves evaluating incoming calls, dispatching field units, and transmitting information and messages upon request and/or according to established procedures. The ideal candidate will possess experience in a fast‑paced environment;

experience with multiple phone lines is ideal, will be familiar with law enforcement processes, possess a calm demeanor and be able to work days and/or nights, weekends, holidays, and overtime hours as needed. At the City of Goodyear, you will be a part of an organization that values its employees as its greatest asset. You will become part of a dedicated team of professionals that are committed to building and maintaining a highly engaged workforce.

You will be challenged to learn and grow in an environment that values employee development and career‑building. You will thrive in a culture of innovation. We believe that successful employees are those that possess these six core values:
Adaptability – Integrity – Initiative – Empathy – Optimism – Innovation. Only a limited number of the most qualified applicants meeting the City’s requirements will be invited for an interview. The examination process for this position will consist of a panel interview. All communication regarding application status and interview notifications will be sent via email – please monitor your junk/spam email for communication as it will come from a system‑generated source.

• Receive and prioritize emergency and non‑emergency calls for service from the public and allied agencies.
• Determine the nature and location of emergencies and dispatch appropriate personnel and resources.
• Operate a multi‑channel radio console and computer‑aided dispatch (CAD) system to coordinate field units.
• Maintain continuous communication with field personnel, providing updates, supplemental information, and officer safety checks.
• Accurately document information into the CAD system while maintaining clear and concise communication.
• Access and relay information from state and national databases (ACJIS/NCIC) for warrant, vehicle, and criminal history checks.
• Communicate effectively with citizens experiencing high stress, emotional distress, or language barriers.
• Follow established protocols, standard operating procedures, and department policies.
• Monitor multiple radio frequencies and systems simultaneously.
• Participate in ongoing training to maintain certifications and ensure proficiency in systems and procedures.

• Formal Education/Knowledge:
  Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.
• Experience:
  
  Minimum one year of experience in a related field.
• Certifications and Other Requirements:
  Must be at least 18 years of age. Ability to obtain and maintain Arizona Department of Public Safety Terminal Operator Certification (ACJIS/NCIC) within six months of hire. Successful completion of all background investigations, including polygraph and psychological evaluation. Typing requirement of 35 words per minute or 10,500 keystrokes per hour.
• Reading:
  Work requires the ability to read manuals, maps, and data sheets.
• Math:
  Work requires the ability to perform general math calculations such as addition, subtraction, multiplication, division, and general accounting.
• Writing:
  Work requires the ability to write reports, proposals, worksheets, and…