Emergency Dispatcher

Emergency Dispatcher (Full-Time, Permanent) Position Summary

Under the direction of the Dispatch Supervisor, the 911 Dispatcher is responsible for 911 call taking, fire dispatch, Peace Officer call taking and dispatch and after-hours communications services for Yellowhead County staff, partner municipalities and contracted clients.

• Answer all 911 and related phone lines for multiple municipalities in a courteous and professional manner;
• Gather relevant information to determine the type and severity of the call;
• Reroute calls to the correct agencies;
• Dispatch appropriate firefighting resources based on call information;
• Prioritize multiple calls to allocate available resources;
• Monitor responder safety by radio;
• Dispatch additional resources as requested by incident commanders;
• Maintain logs and incident reports using provide methods;
• Maintain Computer Aided Dispatch (CAD) and Records Management System (RMS) data entry;
• Complete paperwork and documentation related to call center operations;
• Ensure the call center is kept in a clean and orderly manner;
• Perform administrative tasks as directed;

• Answer all 911 and related phone lines for multiple municipalities in a courteous and professional manner;
• Gather relevant information to determine the type and severity of the call;
• Reroute calls to the correct agencies;

• Dispatch appropriate firefighting resources based on call information;
• Prioritize multiple calls to allocate available resources;
• Monitor responder safety by radio;
• Dispatch additional resources as requested by incident commanders;
• Maintain logs and incident reports using provide methods;
• Maintain Computer Aided Dispatch (CAD) and Records Management System (RMS) data entry;
• Complete paperwork and documentation related to call center operations;
  
  Ensure the call center is kept in a clean and orderly manner;
• Perform administrative tasks as directed;

• Signing in/out of Peace Officers for contracted clients;
• Regular safety checks on officers by radio;
• Taking complaint calls in a courteous and professional manner;
• Utilize a variety of programs for processing complaints and assigning to officers;

• Signing in/out of working alone employees for contracted clients;
• Regular safety checks on officers by radio;
• Emergency notification to supervisors if employees cannot be reached;

• After hours emergency call management for contracted clients;
• Taking calls and relaying relevant information to on-call departments;

Education/Skills

• Minimum education of Grade 12 or equivalent;
• Post-secondary education in a related field is considered an asset;
• International Academies of Emergency Dispatch certification is considered an asset;
• Emergency Telecommunications certification is considered an asset;
• Experience in emergency dispatch or call-taking preferred;
• Basic training in office software preferred;
• Strong computer and typing skills preferred;
• Understanding of radio communication systems preferred;
• Valid Class 5 Alberta Driver’s Licence;
• Completion of Defensive Driving;
• Valid Standard First Aid/CPR;

Attributes

• Strong organizational skills with attention to detail;
• Excellent communication skills;
• Ability to manage difficult/stressed callers in a professional manner;
• Ability to work under pressure and stress in a fast-paced environment;
• Ability to switch quickly between tasks, resourceful and adaptable to changing environment;
• Ability to control emotions;
• Work well in a team;
• Reliable and dependable under minimal supervision.

• Closed office environment with instances where leaving during shift without planning is not an option;
• Overtime may be required;
• Sittin…