Emergency Communications Officer

This posting is for a variety of Permanent Full-time, Temporary Full-time and Casual On-going positions. It will remain open for recruitment indefinitely

The Emergency Communications and Operations Management Branch (ECOMB) is seeking applications for Permanent Full-time, Temporary Full-time, Permanent Part Time, Temporary Part Time and Casual On-going Emergency Communications Officer positions.

These positions are critical to operational policing. The major responsibilities of this position include :

• Working rotating shifts up to 12 hours in length, days and nights, 24 / 7, 365 days a year.
• Once fully trained, Emergency Communication Officers will rotate between three distinctive roles : 1) Answering / triaging 9-1-1 calls, 2) Call evaluation of police emergency and non-emergency calls, and 3) Dispatch of police and specialized units.
• 9-1-1 call answer duties include operating standard and TTY (Teletype) telephone systems, using Computer Aided Dispatch (CAD) software, triaging calls to the appropriate emergency response agency, and other duties as assigned.
• Call Evaluation duties include evaluating telephone calls received on the Police Emergency and the Police Non-Emergency lines to determine the appropriate level, if any, of police response, prioritizing those events and determining response criteria, answering 9-1-1 overflow calls, providing information to the general public on police-related matters, answering the police-only’ evaluator line to provide information and assistance to Edmonton Police employees, evaluating digital / online non-emergency reports, triaging telephone and electronic requests for assistance from partner agencies, and other duties as assigned.
• Dispatch duties include dispatching calls for service to police officers, verifying information and broadcasting public safety alerts using the Alberta First Responders Radio Communications System (AFRRCS), status keeping and monitoring the safety of operational police officers and other specialized units, providing other operational support and other duties as assigned.
• In all three roles, Emergency Communications Officers will operate a variety of computer, telephone and radio systems and will be expected to manage critical emergency calls for service while providing excellent customer service to internal and external clients.

Emergency Communications Officers also assist with training new employees and participate in ongoing quality assurance reviews and professional development.

Emergency Communications Officers must operate within the Alberta 9-1-1 Standards and Edmonton Police Service policy and procedures.

Job Requirements

• Ability to perform duties in a shift work environment (24 / 7, 365 days / year).
• Accurate and efficient typing skills.
• High level of integrity and confidentiality.
• Critical thinking skills and a proven ability to make sound decisions.
• Broad knowledge of police practices.
• Above average geographical knowledge of the City of Edmonton and surrounding areas.
• Customer service oriented with exceptional interpersonal skills.
• Ability to communicate effectively, orally and in a written format.
• Ability to manage demanding and high stress situations.
• Ability to work effectively in a dynamic emergency communications centre environment managing multiple systems and critical emergency calls.
• Proficient multi-tasking skills.
• Knowledge of Federal, Provincial and Municipal government services is an asset.
• Prior experience in a Police, public safety, or social work environment is an asset.
• Shortlisted candidates will be contacted for technical skill testing, behavioral interviews and psychological screening.

Technical testing includes typing speed, decision making, data accuracy and other relevant skills. Psychological screening includes a multiple-choice computer administered test and a clinical interview by a contracted psychologist.

• Shortlisted candidates will also be asked to complete a hearing test and must meet the minimum hearing criteria as directed by the Emergency Communications and Operations Management Branch.
• As part of your pre-hire screening, you will be required to complete an Enhanced Security Clearance and suitability screening including social media checks.

Should you accept employment with the Edmonton Police Service you acknowledge and agree to participate in future Enhanced Security Re- Clearances at scheduled intervals or in any other circumstances, exigent or otherwise, as required by Human Resources Division.

Successful applicants will be required to successfully complete a comprehensive multi-phase training program including intensive scenario- based training, classroom lectures and practical job shadowing.

Training is fully paid at regular salary rates.

Hours of Work : Average of 40 hours per week for the Permanent Full-time and Temporary Full-time positions to provide 24 hour coverage, 7 days per week, 365 days per year.

Casual On-going positions are required to commit to full time hours (40 hours per week) during their initial training and 1 shift per week thereafter.

Schedules are posted in advance but are subject to operational changes when required.

Full time : 40 hours per week. Rotating shift schedule, up to 12 hours per shift for an average of 40 hours per week to provide 24 hour coverage, 7 days per week, 365 days per year.

Schedules are posted in advance but are subject to operational changes when required.

Part time : 20 hours per week. Rotating shift schedule, up to 12 hours per shift for an average of 20 hours per week to provide 24 hour coverage, 7 days per week, 365 days per year.

Schedules are posted in advance but are subject to operational changes when required.

Casual / Temporary : 10-40 hours per week as needed. Rotating shift schedule, up to 12 hours per shift for an average of 20 hours per week to provide 24 hour coverage, 7 days per week, 365 days per year.

Schedules are posted in advance but are subject to operational changes when required.

Salary Range : Job Level :

Job Level :

21B, Salary Grade : 050, $33.401 - $41.765 (Hourly), $2,672.10 - $3,341.20 (Bi-Weekly), $69,741.29 - $87,205.32 (Annually).

• Completion of Grade 12 or equivalent required
• Emergency Communications and Response Certificate and / or equivalent education from a recognized post-secondary institution, or
• A minimum of two (2) years of emergency communications experience in a public safety environment or equivalent experience

Opportunity Concept Level :

21C, Salary Grade : 023, $28,11 - $32.08 (Hourly), $2,249.00 - $2,566.50 (Bi-Weekly), $58,697.86 - $66,985.13 (Annually).

• Completion of Grade 12 or equivalent required
• Minimum of two years of customer service-related experience
• The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.
30+ days ago