Communications Operator

Metrolinx

4h•Onsite

About The Position

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario. At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team. The Transit Safety Communications Operator is responsible for receiving, monitoring, assessing, and managing incoming emergency calls, and for taking or directing the remedial actions required, in accordance with Service procedures. Provides dispatching and communications services to ensure coordination of effort among multiple internal and external stakeholder, including Special Constables, Station Services, Rail Operations, Bus Operations, NOC, local police, and third parties who operate on our rail and bus network to address responses to incidents and emergencies. This role is an in office position (5 days per week). Our team is highly collaborative, and much of our work benefits from in person co creation, relationship building, and hands on partnership with leaders across the organization.

Requirements

Post Secondary college certificate in Emergency Telecommunications, or a combination of education and experience deemed equivalent. Must be able to pass an Ontario Provincial Police (O.P.P.) security clearance as well as Toronto Police Service security fingerprinting for the purposes of accessing the C.P.I.C. and P.A.R.I.S. information system.
Must successfully complete environmental, safety and any other training required by corporate policy. Must be able to pass a typing test. Must be able to pass the Critical Public Safety Communicator test.
A minimum of twelve (12) months related dispatching / communications experience dealing directly with employees, the general public, and police, where timeliness of decisions are critical (e.g.in the police, emergency services or logistics field).
Excellent oral and good written communication skills. Must have a working knowledge of computers including word processing and spreadsheet applications. Must be proficient in the use of internet/intranet search techniques to access information.
Judgement is required in providing effective dispatch services involving a variety of situations, which could potentially impact customer safety & security, customer relations and Metrolinx / GO Transit’s reputation, as well as impact the safety of employees and property. Demonstrated proficiency using sound judgement skills to respond immediately and effectively to emergency/safety situations, service delays and other incidents/events where decisions and action must be taken promptly and decisively.
Ability to make sound decisions while under pressure of stressful situation.
Ability to gather information while making judgement calls to relay information to the correct internal and external stakeholders (transit safety officers, police, ambulance, or emergency person for other Divisions and Services)
Contributes to departmental planning when recommending operating procedures, emergency planning and Incident Action Plans (IAP).

Responsibilities

Manages and coordinates the daily operations of the dispatch call room and coordinates the relationship with the Network Operations Control to address and bring forward any safety risks, hazards, and/ or accidents that can impact on-time performance.
Provides effective, prompt communications, instructions, information to Transit Safety staff, Supervisors\Network Operations Control (NOC) and other departments in dealing with incidents/disruptions or major events that impact out system.
Receives, monitors, assesses and triages incoming emergency calls and responds to extreme and serious situations. Answer calls from members of the public and employees who are often involved in stressful and life threating situations. Help members of the public and employees navigate through those situations.
Provides consistent, effective, prompt dispatch and communications services for Transit Safety Operations, while supporting the general public and other departments/divisions as required.
Answer and manage calls that require the combine presence of transit safety officers, police, ambulance, or emergency person for other Divisions and Services. Provides required information to all parties involved in a timely manner with no error.
Monitors pursuits and gathers information to assist Officers and Police Services involved. Liaise with other divisions to provide appropriate response and information.
Receives security/police/other transit agency information and redirects as required.
Monitoring, visual and audio communications including CCTV, phones, UHF radios, personal alarm devises and access control points. Operate various computerized communications consoles and associated equipment to receive, asses, and relay information. Responsible for taking appropriate response/action including relaying detailed and accurate information to members of Transit Safety and Revenue Protection in the field, Supervisor, Manager and outside emergency service departments.
Monitors all audio and visual communications equipment and takes appropriate action, as required or directed. Saves/protects video recordings of specific events/incidents before deletion from the video recording system to ensure an accurate video record of events is protected for future reference.
Manages non-emergency calls for service and assign to other Metrolinx Divisions (Station Operations, Bus Operations, Rail Operations)
Receives and/or redirects general inquiries and complaints from the public. Responding to safety and security issues from the public; redirects enquiries to appropriate personnel or department. Prioritizes calls from public or staff dependant on level of importance for the effective response from the Transit Safety Division.
Perform typically duties inherent to the position such as conducting “follow-up” calls to citizens, other police services, or related agencies as required.
Provides effective, prompt communications / instructions / information to Transit Safety staff, Supervisors, Network Operations ControlNOC and other departments in dealing with incidents/disruptions or major events.
Acts as an information resource to Transit Safety field staff including other departments in support of investigation processes or Answer non-emergency calls for service and assign to other Metrolinx Divisions (Station Operations, Bus Operations, Rail Operations)
Triage calls for services based on priority status. Performs communications/ dispatcher duties from the dispatch area including assigning resources in response for service/maintenance calls, service delays, alarm response, security/incident response, etc. Maintains a detailed computerized events log of incidents/calls. Liaises with employees, outside agencies/public, GO Transit Control Centres, and emergency services personnel to ensure accurate/detailed information is collected and relayed promptly to ensure a quick response to incidents/events.
Operate Service database (including Canadian Police Information Center (C.P.I.C.), Police Automated Registration Information System (P.A.R.I.S.) and Ministry of Transportation Automated Information Retrieval System (ARIS) to check for and relay requested information to field personnel and Supervisors.
Conducts and accesses confidential Canadian Police Information Center (C.P.I.C.), Police Automated Registration Information System (P.A.R.I.S.) and Ministry of Transportation Automated Information Retrieval System (ARIS) enquiries and gathers and relays information to requesting officers/security personnel in the field. Maintains confidentiality of information received. Receives and responds where necessary to information from Integrated Security Enforcement Team – Ontario Transmissions (INSET) and police sensitive information from federal, provincial and/or municipal policing services including Canada Border Services.
Providing prompt assistance and protection of Metrolinx customers and/or employees, including their property, along with corporate assets by relaying detailed and accurate information to supervisor, manager, security personnel, Transit Safety officers in the field and/or appropriate outside emergency service departments.
Establish on scene incident management system and the incident command post from incident location while effectively communicate information back to stakeholders. Incident Management updates and maintains critical checklist with information pertaining to incident such as major service disruptions
Gathers daily operational statistical/clerical data and inputs information and prepares reports as required.
Making initial decision upon receipt of an incident report. Following initial decision, coordinates action by involving emergency responses, and communicates service status updates to internal stakeholders (transit safety, rail operations, bus operations, station operations) and delivers communication to external stakeholders (e.g. Police, EMS, Fire). Coordinating with maintenance and towing contractors