Tucson Emergency Services Unite for Streamlined 911 Dispatch System

Tucson police and fire officials are working to consolidate their departments’ communication centers to improve and streamline the 911 system.

City Manager Mike Ortega shared his plans for the proposed consolidation, aiming for completion by July 1. The purpose is to reduce space needs and cut down on duplication in management, administration, and some operations.

Although the total savings from the consolidation are not clear, the expected elimination of six positions could save nearly $500,000, according to a memo from the Tucson Police and Tucson Fire Communications Administration. Following the consolidation, the city will consider regional consolidation with Pima County and other fire districts.

Officials began discussing consolidation last year, studying other models and holding meetings to address potential changes. Members of the media were invited into the Donald W. Richards Communications Center to see how things would change.

The current communication system involves roughly 160 employees, including 911 operators, public safety dispatchers, and supervisors. One major goal of the consolidation is to bring parity to employee pay. At present, salaries vary greatly across positions.

Starting pay for 911 operators is $12.17 an hour, while police service operators make $14.10. Fire dispatchers earn $15.32 per hour, and police dispatchers earn $19.24 per hour for similar work. Last July, an effort to retain staff included pay raises averaging $7,600 for 20 police dispatchers and 11 supervisors.

Tucson Fire Deputy Chief Chris Conger explained that increasing pay aims to compensate employees for performing multiple jobs. TPD communications superintendent Angela Jackson noted that the center handled over 1.8 million calls last year, making it Southern Arizona’s busiest call center and the second-largest in the state.

The complex system features low lighting, overhead TVs, and hundreds of computers. Operators and dispatchers use five or six computer monitors per desk to manage different communication systems. Despite the constant conversation, the room remains orderly and effective.

TPD Deputy Chief Chad Kasmar acknowledged the potential for improvement, which consolidation aims to address. He noted that while staffing levels remain critical, the new system could enhance efficiency by consolidating management resources.

Under the new system, operators and dispatchers will be city employees, rebranded as “communication specialists” with levels based on experience and proficiency. When a 911 call is made, the specialist will handle it from start to finish without needing to transfer it to another dispatcher. Officials believe this will reduce the number of hangups, which totaled around 145,000 last year.

Ortega’s plan mandates that communication specialists will be cross-trained within two years to handle any type of call. Earlier this year, the departments launched a pilot program to train 10 employees in other disciplines. Training, expected to be completed by the end of May, has already yielded positive feedback.

Recently, Lisa Turner, a police service operator in the pilot program, successfully walked a caller through CPR, saving a life. Tucson Fire Deputy Chief Chris Conger emphasized the life-saving potential of providing immediate CPR instructions.

Turner shared that learning the fire side of communications offered her an unexpected new perspective. She highlighted the difference in handling medical calls, where callers can often assist until responders arrive.

In another case, a dispatcher guided police officers on stopping a person’s bleeding, preventing a serious medical situation. Jackson emphasized the goal of providing more efficient and effective community service.

Kuhn noted that consolidation also improves information exchange between police and fire departments, which often respond to the same calls. The unified system could enhance safety and efficiency in the field.

Before moving forward, the proposal must be presented to the city manager, mayor, and council for approval in the coming weeks. Kasmar expressed optimism that the new system would create a safer environment for everyone involved.

Contact reporter Caitlin Schmidt at cschmidt@tucson.com or 573-4191. Twitter: @caitlinschmidt