Airport Communications Operator Jobs (NOW HIRING)

Distinguishing Characteristics: 

Under general supervision and administrative direction, is responsible to provide public safety dispatch for emergency and non-emergency events for Tucson Airport Authority (TAA) Airport Communications Center (ACC), which includes monitoring security and alarms, communicating with individuals and entities that request or require support services from Police, Fire or Emergency Medical Services (EMS), and/or airport support services at Tucson International Airport (TUS) and Ryan Airfield (RYN). 

Essential Functions:  

The following functions and all other functions not included in this job description are to be performed in the best interests and for the greater good of TAA.

•    Support and advocate for TAA’s Mission, Vision, Guiding Principles and act as a champion and role-model of TAA’s Cultural Fundamentals.

•    Act in multiple Public Safety Communication roles as Call Taker, 9-1-1 Operator, Fire Dispatcher, Police Dispatcher, Data Entry Operator, Central Station Monitor, Central Station Dispatcher, Operations Dispatcher, Maintenance Call Taker and Work Dispatcher. 

•    Manage emergency and non-emergency contacts, including radio and telephone communications, TAA departments, Federal Aviation Administration (FAA), Air Traffic Control Tower (ATCT), Transportation Security Administration (TSA), and local agencies and other airport operators.

•    Answer administrative and non-emergency telephone lines, as well as emergency calls transferred from the primary Public Safety Answering Point (PSAP) and the City of Tucson. 

•    Query callers to determine the nature and location of the situation; extract and record essential information.  

•    Dispatch all emergency management communications in accordance with standard operating protocols and procedures including but not limited to, all aircraft alerts to Aircraft Rescue and Fire Fighting (ARFF) and airport operations personnel; all security-related calls for service to law enforcement personnel, and all medical calls for service to EMS personnel.  

•    Comply with Federal Communications Commission (FCC) regulations and department policies/procedures in the transmission of all radio communications.

•    Monitor the activities of dispatched units; and receive and transmit updated information as it is received.

•    Maintain strict compliance with all regulations governing the handling of ACJIS criminal justice data and TSA-regulated Sensitive Security Information (SSI), ensuring both are accessed, used, and shared only in accordance with established laws, policies, and need-to-know requirements.  

•    Retrieve and accurately relay information to the law enforcement field units.

•    Enter all incident data into the computer-aided dispatch (CAD) system, Arizona Criminal Justice Information System (ACJIS), National Crime Information Center (NCIC); maintain various automated and manual logs; record and file information related to call-taking and dispatching activities; and, provide operational reports; comply with all ACJIS and NCIC regulations and requirements.

•    Retrieve and accurately relay information to TAA Airside Operations, TAA Maintenance and other non-public safety units/departments.

•    Manage and monitor the TAA Access Control System; monitor the TAA Closed-Circuit Television (CCTV) system and perform CCTV related tasks; and monitor other TAA security and fire alarm systems.

•    Operate and monitor Emergency Notification System (ENS); test system; make proper notification(s) to airport management and defined user groups.

•    Operate and test communications equipment in accordance with routine procedures.

•    Answer the TAA main telephone line and provide airport information and paging services; provide general information and referrals for ground transportation services, airlines, and tenant contact information.

•    Prepare various operational reports; perform other duties as assigned.

•    Be responsive to airport emergencies and situations that may involve loss of human life or property; support public safety and operational response to emergencies; utilize Incident Management System (ICS)/National Incident Management System (NIMS) protocols and procedures; coordinate and/or participate in after-action emergency de-briefing with appropriate departments and stakeholders.

The above listed functions are not necessarily all the essential functions. Job duties and functions may be expanded or reduced by management based on future changing needs and job requirements.

Position Requirements:  
•    High school diploma or equivalent.
•    U.S. Citizenship
•    1 year experience in the operation of radio dispatch communication equipment in a police, fire, or medical environment.
•    1 year of customer service experience.   

Required Knowledge, Skills, and Abilities:
    Knowledge of:
•    Practices and procedures of a communications dispatch center environment; local, state, and national communications standards; effective transmissions to Police, Fire, EMS, and airport support services during emergency and non-emergency events.
•    Practices and procedures in an airport environment, including Federal Aviation Regulation (FAR) Part 139 – Airport Operations, Transportation Security Administration (TSA) Part 1542; ARFF; law enforcement; TAA jurisdiction, local agencies and Mutual Aid relationships.
•    Principles and practices of customer service.
•    Manual call recording and dispatch systems; telephone console, radio console, teletype, alarms, CCTV, Access Control Systems, ENS, and other public safety communications systems.

Skill in:
•    Organization; oral, listening, and written communications.
•    Independent decision-making; critical thinking, multitasking, problem solving.  
•    Certified telephonic interpretation services.
•    Establishing and maintaining effective and positive working relationships with department personnel and other TAA personnel.

Ability to:  

Environmental Requirements
•    Work in a secured, access-controlled operations center with shared workspaces with a potential for high noise levels. 

Mental Requirements
•    Perform tasks with a high degree of accuracy, confidentiality, attention to detail, and take independent action relative to work problems requiring immediate solutions.  
•    Exercise mental and sound judgment in responding to calls, both emergent / non-emergent in nature, dispatching first responders, responding to security events, and coordinating airport operational responses.  
•    Be proficient with a variety of computer-based systems including CAD, emergency notification systems, audio and visual systems, and radio/telephone communications systems.
•    Multi-task, monitor and listen to multiple radio channels, simultaneously take phone calls, and maintain ACC awareness as to what is occurring at other positions in the ACC that may have relevance to what is occurring at their position.
•    Work under constant time constraints that require fast, efficient, and professional abilities to receive and communicate information accurately.
•    Assertively control conversations quickly and accurately, gather pertinent information, and be able to communicate this information professionally and precisely to the proper recipient.
•    Detach from the caller’s emotions yet project an image of empathy.
•    Remain focused in situations where extreme stress may be involved.
•    Maintain strict confidentiality of sensitive information, exercising discretion and professionalism at all times.
•    Safeguard confidential information in accordance with organizational policies and legal requirements.
•    Actively listen to others; be able to understand their needs; be able to effectively address their issues. 

Physical Requirements
•    Wear a communications headset for a prolonged period of time.
•    Tolerate long periods of sitting or standing.
•    Must possess sufficient hearing ability, with or without reasonable accommodation, to understand callers, monitor radio traffic, and recognize audible alerts in accordance with the National Emergency Number Association (NENA) standards and agency requirements. 
•    Distinguish colors by a practical test to differentiate colors and be able to transmit information to public safety responders.
•    Communicate clearly via telephone and radio, with sufficient clarity to be understood by others on the telephone, radio, or in person.  
•    Read, write, and speak the English language in an articulate, fluent manner.  

General
•    Work assigned shifts, including day/evening/weekends/holidays, subject to overtime and on-call assignments.
•    Testify in court regarding activities, as required.
•    Seek feedback from leadership and peers to improve performance and professional effectiveness.

Licenses; Certificates; Special Requirements:
•    Achieve and maintain State of Arizona Certification for Level A Terminal Operator ACJIS within the first (6) months of assuming the position.
•    Must obtain and maintain access to the Security Identification Display Area (SIDA). 
•    Must successfully complete or show proof of successful completion of the NIMS 100, 200, 700, and 800 course requirements and certification within the first six (6) months of assuming the position.
•    Must successfully complete the Association of Public-Safety Communications Officials (APCO) Basic Telecommunicator Course within one year of assuming the position.
•    All newly hired, full-time Airport Communications team members shall serve an evaluation period of twelve (12) months evaluation period
•    As a team member, you are deemed to be essential personnel as part of TAA’s emergency response, and must respond to airport incidents, as requested/required.