Under the general supervision of the Emergency Communications Secondary Supervisor, the Emergency Communications Call Taker responds to emergency 9-1-1 and non-emergency calls for assistance and information via the telephone or other mandated communication medium. They provide timely service, being a critical first contact between the public and emergency services; police, fire or medical intervention.
Emergency Communications Call Taker assess, prioritize and input critical information into the computer aided dispatch program and transfer calls to appropriate emergency response agencies as required. Call Takers must remain calm, composed and be able to take control of a situation that may be chaotic, heart-wrenching, stressful, and confusing
As an Emergency Communications Call Taker you will:
Promptly respond to emergency and non-emergency calls from the public
Input and prioritize information into the computer aided dispatch program
Transfer calls to appropriate emergency response agency
Other duties as assigned
Your education and qualifications include:
- Grade 12 Diploma; G.E.D. Certificate; or equivalent*
- Diploma in a French Immersion Program or other language program an asset
- Possess basic computer skills, ability to learn and adapt to new technology and/or programs with ease
- Demonstrated basic standard level proficiency in Microsoft Word, Excel and Outlook
- Demonstrated ability to keyboard accurately, minimum 40 words per minute - Applicants are strongly encouraged to ensure their typing skills are within the required limits prior to submitting an application.
- Ability to gain excellent working knowledge of the Computer Aided Dispatch (CAD) program and Record Management System, Niche
- Ability to gain working knowledge of Winnipeg Police Service procedures, Communications Centre Standard Operating Guidelines, appropriate legislation, statutes and by-laws
- Demonstrated knowledge of City of Winnipeg streets, roads, major routes and common place locations
- Be proficient in English, both oral and written, and French if position is bilingual; minimum intermediate level proficiency
- Ability to communicate in a second language is an asset
- Ability to work independently with minimum supervision
- Possess excellent organizational skills, ability to multi-task, and prioritize work
- Ability to maintain composure and function under the stress of emergency situations
- Possess excellent critical thinking abilities to methodically, strategically, and collaboratively assess situations and make sound decisions
- Possess cultural awareness and sensitivity
- Excellent interpersonal skills, ability to be assertive and respectful especially when dealing with the public, ability to work effectively in a formal and informal team environment
- Ability to maintain confidentiality and protect sensitive information
- Ability to engage in self-evaluation with regard to performance and professional growth
- Ability to accept constructive feedback regarding work performance
- The ability to establish and maintain a positive, respectful, safe and healthy work environment that supports the physical, psychological and social working relationships with staff at all levels in a team environment
*IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service** at application.
Minimum requirements:
- Canadian Citizen or Permanent Resident
- Minimum 18 years of age
- No involvement in any criminal activity within the last two years (including illegal drugs)
- No criminal record for which a Pardon has not been granted
Conditions of employment:
Ability to pass a Level 3 Winnipeg Police Service security check and maintain clearance
Ability to work varied shift hours, days, evening, nights, including weekends and statutory holidays as part of the shift rotation
Ability to perform duties from an alternate location
Ability to successfully complete additional training and remain current with mandatory and refresher training as defined by the Service
Ability to meet and maintain the hearing and vision standards
Ability to pass psychological assessment
Applicants who identify they speak French may be required to undergo a French Language Assessment
Winnipeg Police Service Competencies:
- Composure
- Citizen & Customer Focus
- Integrity & Trust
- Problem Solving
- Organizing
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