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Communication Technician

2 months ago

Kingston, Canada City of Kingston Full time
Position Summary

Communication Technicians perform communications duties for Kingston Fire & Rescue and all Fire Departments in the County of Frontenac and Lennox & Addington by answering citizen calls for service, both emergency and non-emergency and dispatching firefighters and equipment to handle the emergency incident or contact a more appropriate agency to respond. Communication Technicians provide the vital first-link between citizens and the resources of Fire & Rescue Services. The performance of the Communication Technician directly contributes to the safety and well-being of Fire Service personnel and the municipality's residents.

Receive and process non-emergency and 911 emergency calls requesting fire, medical, or other emergency services from a wide range of customers with distinct needs and expectations by applying ethical reasoning, customer service skills and diversity awareness

Efficiently operate console equipment, including telephone, radio, status control and a computer aided dispatch system

Exercise critical thinking skills to solve problems, determine priorities and make decisions affecting resource allocation and delivery, for emergency and non-emergency scenarios

Obtain information quickly and accurately in order to determine the nature and location of the emergency

Maintain contact with all units on assignment and maintain status and location of fire units

Liaise with senior staff to provide situation updates

Enter, update and retrieve information from computer system and provide pertinent data/dispatch and monitor contracted fire department radio transmissions

Maintain a high standard of service, professionalism and integrity

Perform the peacetime emergency communication functions as required

Qualifications, Competencies

Grade 12 diploma or equivalent education

Post-secondary education in Emergency Services Communications an asset

Experience in fire operations and communication/dispatching preferred

Experience in customer service, call centre or emergency response operations an asset

Experience with MS Office software including Word and Excel with strong keyboarding skills (40 wpm)

Knowledge of standard radio, telephone, communications, receiving and transmitting equipment, standard broadcasting procedures of radio dispatch equipment is preferred

Able to obtain current First Aid and CPR certification

Skills, Abilities, Work Demands

Able to prioritize and multitask in emergency situations and handle stressful situations in a calm and organized manner

Must be fluent in English and able to speak clearly and calmly on the radio and phone

Able to exercise good judgment and make sound decisions in emergency situations

Demonstrate excellent interpersonal, listening and memory skills

Able to operate a visual display terminal for extended periods of time and have auditory and visual acuity to perform the duties of the position acceptable to Kingston Fire & Rescue

Demonstrate general knowledge of street and road systems and able to work with and interpret street maps

Able to perform the essential duties of the job including repetitive arm/hand movement

Required to work various 12 hour shifts as assigned; due to the unpredictable and critical nature of the work along with the ability and willingness to work rotating shifts including nights, holidays and weekends

Fluency in a second language an asset

Must obtain and maintain a satisfactory criminal records check