Civilian Members

The primary task of a Communicator is to receive and prioritize emergency and non-emergency calls to ensure appropriate resources are dispatched in a timely manner given the circumstances and the information provided by the caller.

This job also assigns and dispatches police units to calls for service and provide support by way of CPIC inquiries, obtaining other emergency and non-emergency services and monitoring officer activity especially as it relates to officer and public safety.

Primary Duties and Responsibilities:

911 Calls: Receive calls from the public and determine which emergency service (Police, Fire, EMS) is required and ensure calls for service are acted upon and/or transferred to the appropriate emergency service.

Calls for Service: Receive, prioritize and act on all calls for police service; ensure all necessary information is obtained; obtain and co-ordinate services of outside agencies (ie: fire, ambulance, tow trucks, hydro, etc); be fully aware of support services and the means of alerting these services (ie: explosive disposal, tactical support, air/sea rescue).

Receive/Dispatch Calls: Arrange calls in a priority manner, identifying available units and assigning the calls; during a major incident, monitor and react to requests from the scene commander.

Monitor Systems: Monitor a multiple channel radio system and be aware of all units, their location and respond to any officer emergency signal; monitor emergency alarm systems and take appropriate action; monitor officer activity via the Computer Assisted Dispatch (CAD) system with priority to officer safety; be aware of and report any malfunction in the system.

Computer: Obtain and disseminate CPIC and local check information in response to requests from field units; obtain information from sites on the DRP in-house computer system.

GENERAL JOB SPECIFICATIONS:

Education:
- Completion of secondary school plus up to 1 year of additional coursework or post- secondary schooling
- Completion of the college Emergency Services program is considered an asset
- APCO will be considered an asset
- Previous experience in a related field including experience call taking in a call centre
- Proficiency with Versaterm CAD 7.6, AVL, and Harris Radio system is considered an asset
Skills:
- Proven accurate alpha and numeric data entry skills
- Demonstrated active listening skills
- Excellent oral and written communication skills
- Effective interpersonal and communication skills with multiple levels and sources for listening and comprehension
- Well developed time management, prioritization, multi-tasking and organizational skills
- Typing skills of a minimum 40 words per minute with 90% accuracy
- Ability to gain cooperation and influence other to maintain calm and de-escalate conflict until assistance arrives
- Demonstrated ability to control personal emotions and interact and respond to irate and emotional members of the public while working in a dynamic, fast-paced, stressful environment
- Demonstrated ability to work in a team environment, deal with diversity and conflict resolution
- Proven ability to interact diplomatically, tactfully and confidentially with all levels of the Service and the public

Requirements:
- Must be at least 18 years of age and legally eligible to work in Canada.
- Must not have been convicted of a criminal offence for which a pardon has not been granted.
- Must not have any charges before the courts.
- Must be of good moral character.
- Applicants must successfully complete a variety of tests. Criticall tests are sent to suitable candidates following a resume review. This is a series of 8 exercises to determine suitability for the position. A score of 70% must be achieved in each exercise, and an overall score of 85% must be achieved in order to move onto the next phase of hiring. This test also includes a typing test.
The Communications 911 Unit is fully operational 24 hours a day, 7 days a week. Currently shifts consist of twelve hours, with a two-day, two-night rotation, followed by four off. The ability to work shift-work, including weekends and statutory holidays is an absolute requirement.

Successful candidates will be hired on a part-time contract, where once trained, will be restricted to 1450 hours annually. There are full part-time positions on a regular basis, covering leaves of absence.

Successful completion of both Call taking and Dispatch training is necessary to be eligible for Full time positions, as they become available.
Training consists of six weeks in classroom, followed by an intensive hands-on component with a trainer on the operational floor. Trainees receive regular performance evaluations, referred to as Daily Observation Reports (DOR’s), identifying their progress, over an approximate six-month period.

The disciplined work environment is not conducive to everyone's likes. The high stress focus requires intense concentration at a rapid pace for extended periods of time. There will be exposure to difficult situations such as suicidal callers and tragic incidents. The ability to adjust from a life and death emergency to a routine inquiry, while still treating all callers with the same level of professionalism and respect, takes discipline. Every call must be dealt with as if it is the most important call of the day.

However, the reward of knowing you have contributed to a safer community by taking the information, by getting the emergency service required where needed and by providing the emergency communications is truly invaluable. The gratification of being the lifeline to the police officers on the street makes you a Leader in Community Safety.

Selection Process
1. Apply to the Communications/911 Unit here.
2. Selected candidates must have successfully completed identified testing
3. Successful applicants will be invited to complete a job interview
4. Successful candidates will be subject to an in-depth background check
5. Successful candidates, once offered part-time employment, must successfully complete training
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