Dispatcher - CN Emergency Communication Center

Job Summary

The CN Emergency Communication Centre Dispatcher is responsible for providing 24 / 7 phone and radio dispatching responses to all our CN Police members across Canada and the US.

The role offers the public across CN’s vast network and multiple internal CN departments the appropriate and necessary assistance to effectively and safely handle emergency situations urgently.

Main Responsibilities

Communication support services

Provide communication and support services to all CN Police staff.

Use a Computer Aided Dispatching (CAD) system to receive, prioritize and process calls (public, CN employees, and other local emergency services), then dispatch to the police or other emergency services as required.

Dispatch emergency calls between CN Police and local emergency services by receiving and transmitting radio and phone calls.

Maintain accurate, up-to-date files and logs for reports and keep management and executives aware of major events as they occur.

Receive requests from Constables for information on Canadian Police Information Centre (CPIC) regarding vehicle registration, driving records, and warrants, and provide pertinent data.

Enter information received from Constables into CPIC regarding dispositions, stolen property, as well as the addition and removal of warrants.

Prioritize incoming telephone calls.

Coordinate actions between local emergency services and CN forces.

Monitor CN Police Officers’ safety.

Liaise Between Local Emergency Services and CN

Maintain regular communication with multiple stakeholders, both internal and external to CN in order to address situations that arise ( crossing incidents, derailments, trespassing, etc.).

Ensure communication of information is relayed accurately and promptly.

Communicate and collaborate with various internal departments, including Public Affairs, Risk Mitigation (US), and Emergency Response Plan

Working Conditions

The role is carried out in person in an office environment at our Headquarters location in downtown Montreal. The shifts operate on a rotating schedule which are dependent on the operational needs of the CN Emergency Communication Centers (CNECC) 24-hour operation.

The incumbent must be available to work weekends and holidays when necessary and must be on-call to respond to critical incidents 24 / 7.

Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and manage stress.

Requirements

Experience

Computer-Aided Dispatching*

Previous experience in computer-aided dispatching*

Call center experience*

Radio communications experience*

Customer service experience*

Any experience for these above would be considered an asset

Education / Certification / Designation

High School Diploma (required)

English Attestations of Collegial Studies (ACS) in Emergency Dispatch or equivalent certification*

Any designation for these above would be considered an asset

Competencies

Identifies risks and anticipates impacts to ensure a safe and secure environment

Cultivates relationships to proactively support customers’ supply chain needs or those that support them

Shares timely information within and across functions to get things done effectively

Inspires others with impactful communications and adapts to the audience

Makes informed and timely decisions to get things done

Deals with pressure and change by staying calm to quickly adapt to changes

Collaborates with key internal stakeholders to enable higher productivity

Time Management

Technical Skills / Knowledge

Knowledge of computer dispatching systems

Excellent typing and computer skills (testing required)

General Microsoft computer skills (testing required)

Ability to look at multiple screens simultaneously

Knowledge of the CPIC Systems*

• Any designation for these above would be considered an asset
10 days ago