Emergency Communications Officer

Job Description - Emergency Communications Officer (55993)

Job Description

Emergency Communications Officer

Job Number
55993

This posting is for fourteen (14) Casual positions

The Emergency Communications Centre Branch (ECC Branch) is seeking applications for 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 multiple distinctive roles:
1) Answering/triaging 9-1-1 calls,
2) Call evaluation of police emergency and non-emergency calls,
3) Dispatch of police and specialized units, and
4) Evaluation and processing of specialized and online police reports.

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.

Report processing duties include evaluating and processing Online Reports for non-emergency investigations, evaluation and assessment of Missing Persons reports, processing of court documents and other specialized report intake.

In all 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.

Qualifications

Completion of Grade 12 or equivalent required.

Two (2) years of call evaluating experience or dispatch experience in a public safety communications environment or three (3) years of recent police experience is an asset.

Completion of Grade 12 or equivalent. Emergency Communications and Response Certificate from a recognized post-secondary institution.

Two (2) years of call evaluating experience or dispatch experience in a public safety communications environment or three (3) years of recent police experience. Within three (3) years of retiring or resigning from a police environment.

Emergency Communications and Response Certificate from a recognized post-secondary institution.

Ability to perform duties in a shift work environment (24/7, 365 days/year) is required.

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…