Communications Dispatcher

The Strathroy-Caradoc Police Service – Part-Time Job Opportunity

Communications Dispatcher

The Strathroy-Caradoc Police Service is currently accepting applications for part-time, permanent “Communications Dispatchers.”

Position Summary

To provide complaint handling and dispatch calls for service for the Strathroy-Caradoc Police Service and contracted fire agencies using police and fire computer systems including Computer Aided Dispatch (CAD), Canadian Police Information Centre (CPIC), NICHE Records Management System (RMS), phone and radio systems. Provide call taking services as the 9-1-1 Primary Answering Service Point (PSAP) for the Municipality of Strathroy-Caradoc and the County of Middlesex.

Duties and Responsibilities:

• Answers all incoming calls to the Communications Centre including emergency 911 calls, non-emergency and administrative calls, general inquiries, emergency service requests (ambulance, fire, police) and alarm company requests. Determines nature of call, distinguishing between criminal matters, civil matters and bylaws, and assists with ensuring caller's safety during emergency calls. Prioritizes emergency vs. non-emergency vs. administrative calls such as road conditions, tow truck procedures, or weather inquiries.
• Monitors units, assesses calls for service, and responds to radio calls on the radio system by operating and responding to all the talk groups on the systems, including all police personnel, including school liaison and training. Responds to radio calls on the radio system from police and fire. Utilizes the regulations, guidelines and operation of the common channel. Operates all special features on the system such as call alerts. Uses “10” codes, and acceptable radio terminology. Monitors unit GPS locations using the available software. Dispatches and monitors officers and maintains contact for officer safety. Operates emergency back-up radio and phone systems.
• Gathers complete and accurate information as possible from callers through the use of clear questions, a calm demeanor and empathy, where appropriate. Adjusts communication style to meet caller needs to quickly determine how to route response. Collates call taker data from various callers in relation to the same call. Initiates an appropriate response that may include forwarding calls, dispatching officers and referring callers to outside agencies; taking control in a professional and timely manner. Provides service to many people, working under many simultaneous deadlines. Interviews and probes callers rapidly to acquire complete address (location) information, using effective descriptors. Undertakes verifications to acquire information about additional hazards from police system occurrences such as alcohol, mental illness/medical conditions or other additional hazards and updates the system, dispatcher and responding officer(s). Responds to callers inquiring their call status or to up-date the dispatcher with current information and handles complaints regarding response time.
• Operates the CAD system by entering information to identify appropriate response, updates information and operates RMS and Niche RMS and required computer software systems to fulfil related job functions. Accesses 911 hang-up cell phone caller's phone numbers for call back using the Ani-Ali Lookup program. Utilizes the TTY to communicate with persons having hearing or speech difficulties.
• Completes Police Checks as required.
• Dispatches officers verbally according to written schedules and work orders, or as required by emergency situations. Deals with special circumstance calls as governed by policies such as hostage/barricaded persons, sexual assaults, domestic assaults, suicidal persons, mentally ill or emotionally disturbed and child abuse calls.
• Direct data enters incidents with complaint information, prioritizes and coordinates the activities of officers using a variety of computer-aided communications radio and dispatching equipment, linking with Niche RMS to create, open incidents and complaints, enter locations, enter caller and complainant information, verify, retrieve histories of previous incidents, and cancel incidents.
• Queries CPIC while dispatching or at officer's requests; edits incidents as per officer request. Queries PARIS and any other system that interfaces with CPIC in response to officers' requests. Compiles information from multiple windows and computer screens and relays to responding officer(s).
• Advises officers of additional hazards and route and traffic problems such as construction, accidents, congestion, weather conditions, weight and size restrictions and other information. Possesses knowledge of and is able to access all available internal and external resources, all Federal, Provincial, Municipal and Strathroy-Caradoc Police Service policies and emergency plans.
• Makes calls for additional assistance officers may require, such as ambulance, hospital, vehicle owner, tow truck, taxi, other divisions or departments.
• Receives information, sets up, organizes, maintains and updates emergency key holder listing files, night listings, tow book records, premise warnings, Bell information corrections, checks incoming information for accuracy, following up on potential errors. Enters accurate information onto a database accessible to CAD users. Understands and complies with provincial regulations and follows Strathroy-Caradoc Police Service procedure dealing with suspect apprehension pursuits.
• Prepares for and makes court appearances as witnesses if required.
• Provide front counter customer service to the public as necessary.
• Monitor through CCTV and record relevant information as per department policy concerning persons in custody.
• Complete CPIC maintenance as required. On a regular basis, at least every two hours, during the tour of duty, check CPIC tasks and take appropriate action.
• Monitor the CCTV in the Strathroy-Caradoc Police Service Headquarters.
• May conduct presentations on the Communications Centre to internal and external groups.
• Record required information on the duty roster daily (vehicle mileage, officer's portable radio number etc.)
• Engages in regular ongoing Adequacy Standards training and professional development activities. Remains educated and up-to-date on Policies, Procedures and Directive changes.
• Front counter duties when the clerk is not available.
• Performs other related duties as assigned.

Qualifications

• Minimum OSSD or equivalent completed
• Must be legally authorized to work in Canada
• Satisfactory Criminal Record Check prior to starting employment
• Must have a valid Class “G” Ontario Driver’s license with a satisfactory driver’s abstract

Hours of Work

• 4, 8, 9, 10, 12 Hour Shifts, Monday to Sunday
• Part-Time Member - means any person employed by the Board on a continuous basis, but who is scheduled to work up to 32 hours per week or less on a Pure Version Schedule

Availability

• While in training and working with a coach communicator, you must be available for a minimum of 24 hours (3 x 8 hours) per week.
• At the completion of training, and in accordance with the Civilian Collective Bargaining Agreement, you must be on site and work a minimum of 48 hours per month and the scheduling of shifts is solely the right of management

Please note that this is an continual applicant pool for Communication Dispatchers. Your application will be retained on file for 2 years. Only those selected for an interview will be contacted.