Emergency Communications Centre Supervisor

2 weeks ago

Edmonton, Canada City of Edmonton Full time

Emergency Communications Centre Supervisor October 10, 2023

Job Number : 45032

**_**This posting is for two (2) full-time temporary positions ending on or before October 10, 2023**_**

The Edmonton Police Service (EPS) requires two (2) Emergency Communications Centre Supervisors responsible for the general operation and supervision of staff within the EPS Emergency Communications Centre (ECC). The ECC is the Public Safety Answering Point (PSAP) for the City of Edmonton and is responsible for a variety of critical functions including answering and triaging 9-1-1 calls, managing, evaluating, and dispatching emergency and non-emergency calls, and monitoring the safety of operational police officers. The ECC Supervisor will supervise Emergency Communications Officers (ECOs) working at 1 of the 2 active operational ECC sites and will work a schedule that supports 24x7x365 operations. The ECC Supervisor will liaise with frontline commanders and actively monitor ongoing operations in the ECC. The ECC Supervisor will act at a higher standard to ensure that the ECC delivers high quality customer service and meets or exceeds quality standards for performance, accuracy and speed of service. The ECC Supervisor has an important role in managing risk to the public, the EPS and partner agencies including other police and emergency services. Responsibilities will include:

- Supervise, coach, mentor and support ECOs to ensure that all ECC functions are performed effectively while delivering excellent customer service.
- Ensure compliance with ECC standards for staffing and call management including productivity metrics and call answer and transfer times.
- Ensure the efficient operation of the ECC by monitoring workloads and call volumes for each work area including 9-1-1, Call Evaluation and Dispatch.
- Maintain oversight of 9-1-1 events, high priority event screens, and all calls for dispatch. Ensure priority levels are assigned correctly, duplicate or cancel 9-1-1 events, and monitor multi-caller events as needed. Review, approve and/or action advised events, reports and “request to cancel” calls.
- Manage daily shift schedules and overall staffing levels to ensure the ECC is operating within staffing benchmarks on each shift. Communicate effectively with ECOs, administrative staff, peers and the ECOMB Divisional Management Team (DMT) regarding schedules and staffing.
- Collaborate with the Operations and Intelligence Command Centre (OICC) Sergeant, other ECC Supervisors and ECOMB Operational Staff Sergeants to ensure effective call management strategies are employed. Delegate tasks and deploy personnel as needed to maintain ECC operations and mitigate risks to public and officer safety.
- Provide guidance to ECOs including ECO trainees on all technological systems, provincial standards and EPS protocols, policies, and procedures. Liaise with the ECOMB Operational Support Section (OSS) to ensure appropriate coaching, training and support is provided to all ECOs to meet quality assurance standards.
- Collaborate with OSS to support the training of ECOs in each work area and the professional development of all ECOs. Review Coaching and Training Reports and support Communications Training Officers and ECO trainees during and after training programs.
- Promote a healthy, respectful, and inclusive work environment in the ECC by participating in wellness initiatives, fostering strong relationships, and managing conflict. Support the wellness of ECOs by providing resources and referrals and by modeling resiliency, stress management, conflict resolution and effective communication. Liaise with EFAS and OSS to ensure ECOs receive support after critical incidents or adverse events.
- Answer the ECC Supervisor phone line and respond to calls and requests from other EPS work areas and external agencies.
- Review and determine handling of CPIC messages received from outside agencies.
- Understand and manage the ECC Manual Event process and Business Continuity Plans including evacuations and other disruptions to operations.
- Support ECOs in providing excellent customer service to internal and external clients. Deliver excellent customer service by professionally resolving concerns that are escalated to a Supervisor.
- Maintain ongoing dialogue with ECOs and the DMT about the status of operational issues, changes and organizational goals and priorities.
- Record and prepare daily reports including accurate performance statistics and daily highlights for each shift worked.
- Communicate with and support the DMT, Operational Support Section, and other ECC Supervisors regarding operational concerns with other EPS work areas and partner agencies, including responding to emerging trends in call volume and public safety operations.
- Collaborate with the Business Support Section regarding technical issues such as equipment failures or technological changes and assist with troubleshooting as needed.
- Prepare employee performance revi

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