Peace Officer Dispatcher Call Evaluator

City of Edmonton•Edmonton, AB

7d•CA$34 - CA$43•Onsite

About The Position

The Community Standards & Neighbourhoods Branch at the City of Edmonton is seeking dedicated individuals to join their team as a Community Standards Dispatcher / Call Evaluator. This role serves as the central hub for 15 lines of business, acting as a lifeline for field teams and an essential service coordinator for residents. The position provides comprehensive dispatch support, call evaluation, and administrative services to all enforcement units within the branch. It involves managing communications and safety oversight for over 200 frontline personnel, including Community Standards Peace Officers, Park Rangers, Animal Care & Control Officers, and Municipal Enforcement Officers. This role is a primary escalation point for residents, City agencies, and 311 agents. Responsibilities include evaluating incoming complaints in real time, running background and registration checks for field staff, monitoring security alarms and CCTV networks, and coordinating emergency responses with partners like the Edmonton Police Service (EPS), Fire, and Medical services. The position demands exceptional attentiveness, dynamic multitasking, rapid prioritization, and absolute professionalism due to its direct impact on officer lives and community standards.

Requirements

Completion of High School or equivalent
Completion of a recognized Certificate or Diploma related to Emergency Communications and Response, Law Enforcement, Security or Criminology is required
Minimum of three (3) years of strong customer service experience, preferably with at least 1 year of relevant experience in a dispatch environment
The absolute ability to remain completely calm, focused, and reassuring while managing high-pressure situations or speaking with escalated callers
Exceptional organizational skills to handle a high volume of work, monitoring screens, alarms, and radio chatter simultaneously under strict time constraints
A track record of evaluating guidelines and making swift, logical triage decisions with minimal direct oversight
Clear, assertive, and accurate verbal and written skills to guide field teams during tactical movements or document strict legislative files

Nice To Haves

Experience interpreting and explaining legislation, regulations, and/or municipal bylaws and procedures
Proficiency using multi-line phones, radios, and technical software suites (Microsoft Office, Google Workspace, SAP/CRM, and database entry tools).
Possession of standard First Aid certification
Prior radio dispatch or call evaluation experience within an emergency response agency
Completed training in specialized coursework, including Verbal Judo, Radio Dispatch, Indigenous Awareness, GBA+, POSSE, or Computer-Aided Dispatch (CAD)
Familiarity with City of Edmonton alarm systems (C-Cure) and CCTV camera software (Exacqvision)

Responsibilities

Manage multiple radio channels (AFRRCS) and Computer-Aided Dispatch (CAD) systems to monitor real-time officer locations, manage deployments, and instantly coordinate emergency assistance if an officer declares help is needed in the field.
Conduct real-time histories, persons, and vehicle registration checks through records systems to inform field officers of potential dangers before they arrive at a scene.
Receive, evaluate, and prioritize sensitive or emergent complaints coming via phone, email, or 311 from citizens, downtown security groups, and external emergency services.
Liaison and grow relations with different dispatch agencies to maintain best practices within our emergency dispatch operations.
Monitor corporate security CCTV feeds and alarm systems (C-Cure) covering City facilities to support operational visibility.
Capture and log data across platforms (POSSE, CRM SAP, Google Applications), to help compile critical statistical reports for management and City Council.
Act as a peer mentor, maintaining training manuals and guiding new temporary employees or front-line staff on modified duties.