Team Lead, Dispatch Services

6 months ago

Edmonton, Canada City of Edmonton Full time

**Job Number***:
**48197**

Help contribute to Edmonton’s livability. Support the work of the Community Standards Branch and its various enforcement officers through call evaluation, dispatch and coordination of work assignments. The Community Standards Peace Officer Section is seeking a self-motivated individual who can provide a high level of customer service. Your success will be measured by your ability to achieve timely results in the context of a respectful, inclusive and service-minded style.

This Team Lead would provide direct dispatch support, maintain strong knowledge management and institutional learning, quality assurance, operational guidance, and administrative support. This position is also responsible for developing, maintaining and updating 311 scripts. Ensuring a positive customer experience is also under the purview of the Team Lead Dispatch Services.
- Supervise the day-to-day operations of the Community Standards and Neighborhoods Dispatch team
- Determine Unit priorities and assign workflow accordingly
- Coach, mentor and deliver feedback to ensure employees are aware of expectations
- Monitor employee development and ensure EE’s regularly meet performance standards
- Perform administration functions including hiring, assist with employee discipline, payroll approval, attendance management and contribute and participate in performance management and documentation
- Drive continuous improvement initiatives by identifying and researching gaps in knowledge or procedures
- Maintain awareness of EPS dispatch procedures, collaborate with EPS to ensure support of dispatch operations and standard policy / procedures are in line with all other emergency management operations
- Work with other dispatch services Edmonton Fire Rescue Service & Alberta Health Services
- This position is responsible for developing, maintaining and updating 311 scripts
- Ensure dispatch alignment with other dispatch services operating within the COE environment. Specifically Corporate Security and Edmonton Transit (Transit Security Dispatch)
- Maintain collaborative relationships with the Government of Alberta emergency management offices to ensure function of equipment (AFRRCS) and policy and procedures align with the Province
- Take inbound calls to ensure knowledge retention and assist with achieving service standards when necessary
- Provide direct support to ensure resource levels (minimum staffing requirements) are maintained

**Qualifications**:

- High School graduation/diploma supplemented by two (2) related courses in the technical area of speciality. Emergency Communications and Response Diploma from an approved school/college would be considered an asset
- Previous experience leading people, a dispatch call centre team, team of call evaluators focusing on peace officer deployment, officer safety and customer service. A strong focus is placed on mentoring, coaching, training, developing and completing performance evaluations
- Foster a positive and productive work environment with the ability to motivate and influence others
- Experience utilizing CCTV and alarm monitoring systems
- Proven ability to work under pressure in a fast paced environment and prioritize tasks based on business needs
- Excellent communication (verbal and written) and interpersonal skills
- Ability to successfully build relationships at all levels of the organization
- Ability to work independently as well as in a team. This provides a sound theory in business processes and organizational behaviour, as well as the hands on experience with dispatch and emergency management and staff
- Proficiency in the following programs required: Desktop Applications, Microsoft Office, Google Suite, CRM, SAP, POSSE, AFRRCS radios, PeopleSoft, Tableau, CAD, CIS, CACTIS, SLIM and ArcGIS
- Ability to lead, organize and plan the work of a group of staff
- Knowledge of how to establish work priorities and schedules, quality and quantity standards of work, work methods and procedures
- Team leads will participate in training opportunities that enhance their career paths
- Hire is dependent upon a Police Information Check satisfactory to the City of Edmonton Demonstrate service excellence, embracing diversity and promoting inclusiveness
- Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit edmonton.ca/our-culture.
- Demonstrate the foundational competencies, key behaviours and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City’s leadership competencies, please visit edmonton.ca/our-culture.

**_ Up to 1 permanent full time position_**

**Hours of Work**: 40 hours per week, variable shifts. Evening and weekend availability i

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