Emergency Response Communicator

7 days ago

Dartmouth, Canada Halifax Regional Municipality Full time

**Job Posting**

Reporting to the Integrated Emergency Services (IES) Centre Emergency Response Communicator Supervisor, the ERC is responsible for providing front-line client service for all incoming calls to the IES Centre. IES provides dispatch service to Halifax Regional Police, Halifax District RCMP and Halifax Regional Fire and Emergency. It is the largest and busiest 9-1-1 public service answer point in Nova Scotia and also answers all calls received on the Halifax Regional Police non-emergency line.

**DUTIES AND RESPONSIBILITIES**:

- Answering all 9-1-1 calls and determining whether the situation is a police, fire, ambulance, poison control or other matter and routing the calls correctly and efficiently to the appropriate dispatcher.
- Gathering all pertinent information from the call
- Coding emergency calls properly, entering the information into a computer-aided dispatch system, and sending calls to dispatch with all gathered information in a timely manner
- Answering, assisting, and re-directing calls from other emergency and non-emergency lines
- After proficiency is met in the above duties, the below duties also become part of the role:

- Providing front-line support to Police and Fire Services
- Maintaining a priority dispatch queue
- Assisting with the coaching/mentoring of new ERC’s
- Other related duties as required

**QUALIFICATIONS**:
**Education and Experience**:

- Grade 12 education or equivalent.
- Must have a minimum of 3-years high-pressure or high-volume frontline customer experience in a service or volunteer environment that demonstrates a strong communication experience and well-developed communication skills.
- Computer literacy; Manual dexterity is required to use a desktop computer and peripherals. Utilizing multiple screens and navigating across several computer screens and programs, is a competency of this role.
- Demonstrated communication skills (read, write, speak) clearly in English both verbal and written (see language abilities which will be applied/assessed during the recruitment process)
- Ability to read full written paragraphs and accurately enter that text word-for-word using a keyboard. (Keyboarding)
- Ability to read written data (such as name, telephone number, license plate sequence, etc.) and accurately enter that data using a keyboard. (Data Entry-Multi-tasking)
- Ability to hear audible data (such as name, telephone number, license plate sequence, etc.) and accurately enter that data using a keyboard. (Data Entry-Multi-tasking (Audio)
- Ability to hear and comprehend audible information while accurately entering that information using a keyboard. (Call Summarization 2-Multi-tasking)
- Ability to hear data, retain it in memory, and then use a keyboard to accurately recall and enter the data. (Memory Recall: Numeric (Audio)
- Ability to use maps for determining routes and locations. (Suburban-Rural Map Reading)
- Ability to correctly spell words that sound similar but are spelled differently and have differing meanings depending on the context in which they are being used. (Spelling (Audio)
- Ability to read and comprehend written passages (Reading Comprehension)
- Ability to communicate in a second language, an asset.
- Demonstrated ability to multi-task, an asset.
- Demonstrated decision making ability, in high pressure situations, an asset.
- A suitable combination of education and experience will also be considered.
- Ability to maintain control in high pressure and stressful situations/calls.
- Minimum 40 wpm keyboarding skills.
- Trained Canadian 911 call takers is an asset.

**Please review our **Self-Assessment document **to see if you meet the qualities and personal suitability for this position.**

**Please Note**: An Eligibility list will also be established from this competition. The list will be created and is effective for 6 months.

**Competencies**: Analytical Thinking, Communications, Conflict Management, Customer Service, Decision Making, Managing Change, Organization and Planning, Organizational Awareness, Risk Management, Teamwork and Cooperation, Values and Ethics and Valuing Diversity.

**WORK STATUS**: Permanent Part-Time

**HOURS OF WORK**: IES operates 24 hours a day, seven days a week - therefore shift work (including days, nights, weekends, and holidays) is a requirement of this position. Employees who successfully complete all phases of coaching and have part time status will be assigned a minimum of 20 hours up to a maximum of 40 hours per week. The shifts are a watch with regular assigned shifts.

**SALARY**: $28.26 per hour as per the HRPA Collective Agreement

**WORK LOCATION**: 21 Mount Hope Avenue, Dartmouth

**CLOSING DATE**: Applications will be received up to 11:59 p.m. Thursday April 18, 2024

During the recruitment process, applicants have the right to request accommodation. Applicants invited to participate in an assessment process (such as an interview or testing) and who require accommodation, should discuss the

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