Communicator

theregio03 • Cambridge, ON

9d • Onsite

About The Position

The Communicator provides complaint handling and dispatches calls for service for the Waterloo Regional Police Service (WPRS) using police computer systems, phone and radio systems as the Primary Public Safety Answering Point (PPSAP) for the Regional Municipality of Waterloo’s 911 telephone system.

Requirements

• Successful completion of an Ontario Secondary School Diploma or equivalent as determined by the Ontario Ministry of Education.
• Knowledge of the principles and theories of emergency services dispatching and radio operation, emergency communications procedures and practices and basic crisis intervention skills.
• Two (2) years of previous experience working in fast-paced environment and multi-tasking, with the ability to carefully listen to and transcribe pertinent information.
• Practical knowledge of use of the multi-channel radio dispatch systems.
• Knowledge of radio language, 9000 codes, geographical zones, and phonetic alphabet.
• Knowledge of police radio protocol, acceptable language, release of information and authority to broadcast information in accordance with procedures and legislation.
• Ability to hear and comprehend incoming calls and radio messages to interact with and transfer information to police service and public members.
• Analytical skills required to probe and assess caller needs and prioritize and make decisions quickly.
• Acquired knowledge of police computer networks and systems.
• Familiarity with the judicial system, court processes and terminology, and police and community-related agencies to refer callers.
• Ability to work independently in a team environment with limited supervision.
• Ability to adapt to frequently changing priorities, and to re-organize and re-prioritize calls for service.
• Communication, interpersonal, and basic crisis counselling skills used to gather information, answer and re-direct stressful emergency calls, work with individuals with limited communication skills, and recognize and defuse unpleasant or difficult contacts.

Nice To Haves

• Able to adapt to frequently changing priorities, and to re-organize and re-prioritize calls for service based on severity of calls using available resources.
• Able to speak clearly and control rate of speech and compose and broadcast transmission using acceptable police jargon.
• Able to comprehend and remain current in policies and procedures, mapping systems and regional directories.
• Able to meet police security clearance requirements and to maintain confidentiality.

Responsibilities

• Answers and determines the nature of all incoming calls to the Communications Centre, including emergency 911 calls, non-emergency, Teletype Writer (TTY) administrative, and emergency service requests (ambulance, fire, police).
• Gathers and collates complete and accurate information by questioning and probing callers.
• Responds to callers inquiring about call status and handles complaints regarding response time.
• Refer callers to partnering/outside agencies, if applicable.
• Dispatches officers verbally and through Mobile Workstations (MWS) according to written schedules and work orders, or as required by emergency situations.
• Monitors units, officer status and locations, assesses calls for service and responds to radio calls on the radio system.
• Prioritizes and coordinates the activities of officers using a variety of computer-aided communications radio and dispatching equipment.
• Queries CPIC and systems that interface with CPIC while dispatching or at officer’s requests; compiles information and relays to responding officer(s).
• Advises officers of additional hazards and route and traffic problems such as construction, accidents, congestion, weather conditions and other information.
• Makes calls for additional assistance for officers.
• Dispatches calls for service for by-law and checks on by-law officers’ wellbeing.
• Monitors any member using a police radio as they attend various addresses, check their wellbeing, and respond to any emergency declared via radio.
• Prepares for and makes court appearances as witnesses if required.
• Performs other related duties as assigned.

Benefits

• Tuition reimbursement program
• Defined benefit pension plan OMERS
• Comprehensive benefits coverage, including employer-paid Health/Dental and Life Insurance
• Employee Assistance Program (EAP) for fitness and wellness

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED