Emergency Communications Operator

Emergency Communications Operator

Salary

$30.05 - $44.62 Hourly

Location

Goodyear, AZ

Job Type

Full-Time

Job Number

FY2600714

Division

Police Department

Department

Police Department

Opening Date

06/02/2026

Closing Date

6/9/2026 5:00 PM Arizona

FLSA

Non-Exempt

• Description
• Benefits
• Questions

Job Description Summary

This position is eligible for a sign on bonus:

Lateral Dispatch Experience: $3,500

Entry Level, No Dispatch Experience: $2,500

The role of the Emergency Communications 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 complex multi-line telephone system, radios, computer terminals, and software 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. Employees are expected to demonstrate extensive communications skills and to exercise judgment under pressure. Work is performed under the general direction of a supervisor. Positions require shift, holiday, and weekend work.

The ideal Emergency Communications Operator is the calm in the storm-the reassuring voice when seconds count. This individual thrives under pressure, demonstrating exceptional multitasking skills and unwavering attention to detail. They are quick-thinking, tech-savvy, and communicate clearly and compassionately, even in the most challenging situations. They will be familiar with law enforcement processes and be able to work days and/or nights, weekends, holidays, and overtime hours as needed.

They bring:

• Composure and Confidence - Staying focused and decisive during emergencies.

• Empathy and Professionalism - Treating every caller with respect and understanding.

• Adaptability - Navigating rapidly changing scenarios with ease.

• Team Spirit - Collaborating seamlessly with first responders and colleagues.

• Commitment to Excellence - Dedicated to accuracy, safety, and service.

If you are passionate about making a real difference in your community and thrive in a fast-paced, mission-critical environment, we encourage you to apply.

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 build and maintain 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 Citys 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.

Essential Functions

This information is intended to be descriptive of the key responsibilities of the position. The following functions do not identify all duties performed by the incumbent. Other duties and responsibilities will be performed as assigned.

• Assists citizens who call 911 for police, fire, and medical emergencies, Telecommunication Device for the Deaf (TDD), and multiple telephone lines by answering and screening all incoming calls, working under pressure and extreme time constraints to assess the emergency situation and act upon it, coordinating calls and relaying information and assistance requests to appropriate public safety agency.
• This is accomplished through:
• Screening Initial Calls. Handling requests through traditional two-way communication voice calls via landline or wireless devices, or various sources such as text messages, visual data (video or images), social media, fire alarms, gunshot detection systems, and even automated data.
• Demonstrating Clear and Effective Communications. As soon as a request for service is made, control the conversation, ensuring information received is as accurately as possible.
• Ascertaining Incident Information. Determine the location of the emergency as exactly as possible. This includes ascertaining the numerical address of the structure (if applicable), street name(s), intersections, landmarks, etc. and/or interpreting information from other technology such as push-to-call, rideshare apps, and other applications on various operating systems. Retrieves and transmits data to/from officers by determining the nature and location of emergencies, prioritizing urgent situations, utilizing the Computer Aided Dispatch and ACJIS on (CAD), and maintaining contact with people involved.
• Determining Scene and Responder Safety. Ascertain and relay circumstances that could affect response unit safety, such as the location's historical information.
• Documenting Information Accurately. Using a CAD system or other applicable records management system (RMS), ensure incident information is recorded accurately. Inputs initial incident data into the Records Management System by entering, retrieving, and updating information from software and network relating to wanted persons, stolen property, vehicle registration, and other information. Managing Callers. Use excellent communication skills to deal effectively with a wide variety of callers including but not limited to highly emotional, angry, frightened, hysterical, children, elderly, or suicidal callers.
• Control Radio Traffic. Effectively control radio traffic through learning the field-specific languages often used in police, fire, and EMS scenarios. Be prepared for unexpected radio transmissions from any unit at any time and possess the ability to rapidly adjust to changing scenarios.
• Participate in Post-incident Activities. Depending on the severity of an incident, a PST may need to participate in post-dispatch activities or situation debriefings.
• Participating in field operations as necessary, assisting with field communications, such as major events or Special Weapons and Tactics (SWAT) callouts, manning offsite command centers as required.
• Operates as a communications trainer by instructing and monitoring new personnel, completing written training evaluations, updating training manual; and scheduling classes, certifications, and ride-a-longs.
• Performs various duties with extreme accuracy by notarizing documents, creating and updating city geographic files, maintaining detailed written logs containing statistics and report information, and updating the various call-out lists as needed. Maintaining and updating the computerized rolodex file with the most current information available.
• Maintains Arizona Criminal Justice Information (ACJIS) files. Performs various ACJIS functions such as entering, clearing and/or canceling wanted persons, missing persons, articles, guns and vehicle files. Verifying entries, cancellations and clears. Monitors ACJIS notifications such as hit confirmations, amber alerts and ATLs) coming in from ACJIS printer. Maintains Terminal Operator Certification (TOC) to perform ACJIS functions. Performs criminal history checks for both hiring and criminal justice purposes.

Requirements

• 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. Typing requirement of 35 words per minute or 10,500 keystrokes per hour. 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.
• 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 letters.
• Managerial: Job has no responsibility for the direction or supervision of others but may provide advice/direction to an employee with less experience/skill or tenure.
• Policy/Decision Making: Moderate - The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. Projects and daily work are managed with little oversight, however special assignments and significant work products may be reviewed upon completion. Typical positions in this category are supervisory, highly technical, or lower-level professional jobs.
• Technical Skills: Comprehensive Application - Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities.
• Interpersonal/Human Relations Skills: High - Interactions may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Contacts may also involve stressful, negative interactions requiring high levels of tact and the ability to respond to aggressive interpersonal interactions.

12 Month Objectives

• Successfully complete the Telecommunications Training program including an in-house 4-week academy and 2 9-12-week phases covering emergency and non-emergency phone skills and emergency radio operations.
• Develop effective oral communication skills and the ability to speak clearly over the phone and the radio as demonstrated by clearly answering incoming calls, assisting callers and through clearly and accurately responding to incoming radio traffic and dispatching Police personnel to calls for service.
• Learn the geography of the City of Goodyear as evidenced through practical and training exercises and accurately entering locations of calls for service into the CAD system.
• Develop skills to effectively utilize the Computer Aided Dispatch (CAD) and Records Management Systems (RMS), as evidenced through training and practical exercises.
• Work under pressure and be able to accurately assess emergency situations, and make sound, independent decisions as demonstrated to supervisory personnel and trainers in training and live situations.
• Answer 9-1-1, TDD, Text and administrative phone lines, and obtain pertinent information as demonstrated by efficiently and accurately entering calls for service into the CAD system.
• Obtain Level A Terminal Operator Certification (TOC) through ACJIS within 6 months of employment by successfully passing the required test.
• Obtain Notary Public Certification through the State of Arizona.
• Practice EXCEPTIONAL CUSTOMER SERVICE when dealing with the public and coworkers as evidenced by displaying a genuine interest in their needs and answering questions, sending assistance or providing knowledgeable referrals when needed.
• Maintain a clean and serviceable uniform as well as a high standard of personal hygiene as directed by department policy.
• Work effectively with fellow employees and supervisors by practicing good communication skills, support, and teamwork.
• Maintain an acceptable attendance record by reporting to shifts on time and limiting unnecessary leave.
• Receive an overall Successful rating on a City performance appraisal at the six-month, mid-term and at the end of the one-year trial period.

The City of Goodyear offers a highly competitive benefits package including:

• Vacation Leave: 14 days per year, increasing with longevity. Goodyear offers an enhanced vacation benefit of recognizing total years of service under all Arizona public retirement systems for accruing vacation.
• Sick Leave: 12 days per year
• Holidays: 12 paid holidays per year, including one floating holiday the first full pay period of January
• Flexible Holiday: 24 hours per calendar year (prorated based on hire date)
• Health Insurance: Three health plans available to select from at a group rate
• Dental Insurance: Two dental plans available to select from at a group rate
• Vision Insurance: Available at a group rate
• Flexible Spending Accounts: Health Care and Dependent Care accounts available
• Short Term Disability Insurance: City-paid coverage
• Cancer Benefit: City-paid coverage
• Life Insurance: City-paid insurance valued at twice the annual salary ($400,000 maximum); additional life insurance for self and/or dependent is available at employees cost
• Longevity pay beginning at year six
• Tuition Assistance: $5,250 per calendar year
• Employee Assistance Program
• Onsite wellness center/clinic
• Access to the Goodyear Recreation Center
• Robust employee well-being program
• Free identify theft monitoring and protection with Aura
• 457 Deferred Compensation Plan: 2% city match (employee contributes 1%)
• Retirement Health Savings: $22.50 city contribution (employee contributes $12.50 per pay period)
• Retirement: Arizona State Retirement System (ASRS) Defined Benefit plan with mandatory city and employee contributions currently at 12.00%. Plan includes Long Term Disability Benefit.

01

(Q1: AD) Are you a U.S. Citizen?

• Yes
• No

02

(Q2: AD) Do you have a valid drivers license or have the ability to obtain one at the time of hire?

• Yes
• No

03

(Q3) What is your highest level of education?

• High School Graduate or equivalent
• Associates Degree
• Bachelors Degree or above

04

(Q4) How many years of experience do you possess relating to the roles and responsibilities of this position or similar fields?

• Less than 1 year
• 1 year
• 2 years
• 3 or more years

05

(Q5: AD) Have you been convicted of any crimes since the age of 18? This includes all misdemeanors and felonies.

• Yes
• No

06

(Q6: AD) If you answered yes to question 5, please describe and include the reason, date and arresting agency:

07

(Q7: AD) Have you used marijuana, for any purpose, within the last 6 months?

• Yes
• No

08

(Q8: AD) If you answered yes to question 7, please provide the date of last use:

09

(Q9: AD) Have you ever illegally grown, sold, produced, cultivated, or transported marijuana, for sale marijuana or a dangerous drug or narcotic?

• Yes
• No

10

(Q10: AD) Have you illegally used dangerous drugs or narcotics, other than marijuana, in the last 7 years?

• Yes
• No

11

(Q11: AD) Have you illegally used any dangerous drug or narcotic, other than marijuana, for any purpose more than 5 times or one time since turning 21 years old?

• Yes
• No

12

(Q12: AD) Have you ever had a pattern of abusing prescription medication?

• Yes
• No

13

(Q13: AD) Have you been dishonorably discharged from any branch of the United States Armed Services?

• Yes
• No

14

(Q14: AD) Have you been convicted of traffic regulations governing the movement of vehicles with such frequency so as to indicate disrespect for traffic laws within the past 3 years? Also, have you ever been arrested for an offense which did not result in a conviction?

• Yes, Ive been arrested but not convicted
• Yes, Ive been arrested and convicted
• No, Ive never been arrested nor convicted

15

(Q15: AD) Have you ever been convicted of a felony, misdemeanor, domestic violence offense, or any other criminal charge?

• Yes
• No

16

(Q16: AD) If you answered yes to question 15, please describe and include the reason, date and arresting agency:

17

(Q17: AD) Have you ever been arrested since the age of 18?

• Yes
• No

18

(Q18) If you answered yes to question 17, please provide the reason, date and arresting agency.

19

(Q19) Do you understand that this position requires working rotating shifts to include nights, holidays, weekends, overtime, and overnight shifts and will you be able to accommodate this schedule?

• Yes
• No

20

(Q20) Do you understand that you will be required to pass a comprehensive background investigation to include: Polygraph, Psychological Examination, and Drug Screening?

• Yes
• No

21

(Q21) Have you falsified any information on this application?

• Yes
• No

22

(Q22) Do you attest to the following statement? "I have read the automatic disqualifiers (AD) above and understand that I will be automatically disqualified from consideration if I participated in any of the items listed."

• Yes
• No

23

(IDEAL CANDIDATE PROFILE) The City of Goodyear is looking for an Emergency Communications Operator with at least 1 - 2 years of experience above the minimum requirement. Below, please indicate the years of experience you currently possess. All applications will be reviewed thoroughly and preference will be provided to those who are most qualified.

• 1 - 2 years
• 3 - 4 years
• 5 - 6 years
• 7 - 8 years
• 9 years or more
• None

24

(IDEAL CANDIDATE PROFILE) Do you have previous experience working in a public safety environment (such as 9-1-1 dispatch, law enforcement, fire, EMS, or other emergency response roles)?

• Yes
• No

25

(IDEAL CANDIDATE PROFILE) If yes, please describe your role, responsibilities, the type of agency, and the length of time you served:

26

(IDEAL CANDIDATE PROFILE) Are you in a criminal justice educational program or have completed one?

• Yes
• No

27

(IDEAL CANDIDATE PROFILE) If so, please list the program and/or degree:

Required Question

Employer City of Goodyear

Address 1900 N. Civic Square

Goodyear, Arizona, 85395

Website http://www.goodyearaz.gov