Manager, Member Services Dispatch Centre

The National Police Federation

1d • Remote

About The Position

The Manager, Member Services Dispatch Centre oversees the daily operations of the Member Services Dispatch Centre (MSDC) through the volume of intake, providing approval and quality checks for outgoing messages, review of escalations and assigned files, monitoring that Standard Operating Procedures are being followed by the intake team and coordinating support between the MSDC and other internal groups/employees, including NPF Legal.

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• 7+ years, mediation, familiarity with serious and sensitive subject matter.
• Strong knowledge in program management
• Strong knowledge in personnel management
• Knowledge of policy compliance
• Knowledge of privacy protocols/compliance
• Strong knowledge of customer service and applying it to resolve current issues as well as develop resources.
• Strong knowledge of processes followed within a unionized environment.
• Superior oral and written capabilities,
• Ability to work under pressure to meet critical deadlines.
• Strong program management abilities
• Ability to take complex information and distil and communicate to a variety of audiences clearly when speaking and in layman’s terms.
• Strong presentation skills.
• Ability to handle sensitive information regarding Member issues.
• Ability to take various research, data and statistics and create a clear report that effectively communicates findings and position.
• Highly proficient with Microsoft Office productivity tools.
• Exceptional interpersonal skills, including the ability to build professional relationships across all aspects and levels of the NPF.
• Ability to exercise leadership and diplomacy amongst diverse perspectives and priorities.
• Ability to manage and lead staff and strong emotional intelligence to handle HR issues that may arise.
• Ability to adapt to changing situations, new ideas and concepts.
• Sound judgement and tact.
• High level of attention to detail.
• Excellent problem-solving capabilities.
• Ability to multi-task; take the initiative; be proactive; flexible.
• Ability to communicate with a diverse workforce and facilitate successful performance in a team-based environment.
• Ability to work under pressure and meet continuous deadlines.
• Innovative thinker
• Travel required 4-6/year.
• Open to occasionally working evenings and/or weekends to accommodate time zones, crises and issues.
• Must successfully pass a pre-employment criminal record check.

Nice To Haves

• Experience in a labour union (asset).
• Experience in labour relations is an asset
• Bilingualism is an asset

Responsibilities

• Inbox management
• Monitor drafts for outgoing messages to Members, Local Area Representatives, Directors.
• Review urgent inquiries and ensure they are being responded to in a timely manner.
• Guide the MSDC staff when triaging certain files depending on the level of complexity.
• Identify issues that require sanctioned responses.
• Offer support during potential serious incident files or calls.
• Provide Operational Updates.
• Identify learning needs and opportunities for Dispatchers and organize formal and information training sessions
• Oversee the management of the MSDC platforms including Helpscout, Galexy and Wicket, while liaising with Vendors to ensure readily available support and limited downtime of the MSDC.
• Respond to requests that may require a manager’s approval.
• Liaise with after-hours service to assure that established protocols are followed
• Provide feedback/quality control
• Train their staff
• Provide updated directions
• Provide updated contact documentation
• collaborates with the 3rd party after hours service, ensuring SOPs are adhered to
• oversees approval protocols for 3rd party service providers such as Enriched Academy, Venngo, Telus Health), including access portals and data requests
• Quality review
• Review concluded tickets to ensure that protocols were followed (subject, disclaimers, tags, notes, profile updates).
• Ensure that Dispatch protocols were followed.
• Ensure that files were assigned as directed.
• Confirm that all assignments were tracked.
• Review that all 3rd party applications were approved/declined based on protocols (Enriched Academy/Expert Voice).
• Employment/Registration validation.
• Document creation and maintenance
• Create and/or update standard operating protocols, providing the MSDC staff with a solid base to work and ensure that all files are being triaged based on approved instructions.
• Developing/translating templated responses for MSDC to leverage
• Create a resources library that captures the institutional knowledge, allowing the MSDC staff to leverage where applicable.
• Maintain the MSDC Sharepoint website up to date
• Scheduling/absences/attendance
• Schedule approval.
• Vacation, leave and travel approval
• Support for LARs & LROs
• Work with the LAR Program Manager and Coordinators to maintain an up-to-date list of which LARs and LROs are active or on leave as well as monitor who is not accepting new files due to workloads.
• Assure that the LRO rotation is followed.
• Provide support to our Local Area Representatives when they request additional information, or they are unsure about a process or action.
• Provide administrative requirements related to LARs to the LAR Program Manager, inclusive of LAR performance data
• Labour Relations Officers require support with file assignments and file admin work such as merging large files, locating older threads, or finding previous similar cases amongst other file work requests.
• Data review and maintenance
• Generate reports, analyze data, and report trends as required by the Director, Member Representation and the Board
• Create reports for the volume of inbound emails and calls, trending issues, and serious incidents.
• Create reports for issues as identified by members.
• Report website issues such as portal issues, missing articles or missing names.
• Report any trends or any activity that needs special attention.
• Personnel management
• Provide leadership to six direct reports (Member Service Representatives).
• Develop talent amongst Dispatchers to enable them to develop skills and knowledge required to advance to labour advisory roles within the NPF

Benefits

• Competitive compensation package.
• Generous Group Benefit package including Health Care Spending and Taxable Spending Accounts.
• Group Registered Savings Plan (GRSP) matching program of up to 7%.
• Professional development opportunities.
• An inclusive, passionate and fun team environment.
• Starting annual leave for this position is 4 weeks (accrued as earned) which increases to 5 weeks after five years of employment with the NPF.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager