Dispatch Operator
4 months ago
Dispatch Operator
Shift: Permeant Overnight - 7 pm to 7 am, 3 on 3 off.
**Position Summary**:
The Outreach team’s mandate is to divert socially complex, high needs individuals from law-enforcement response and unnecessary health care use at the street level to reduce the impacts of public intoxication.
The Outreach Dispatch Operator would provide direct oversite and direction to the outreach teams on the street through a dispatch system. The dispatch operator is responsible for prioritizing and diverting incoming calls for support with social disorder in our City and communities. The goal of dispatch is to increase response times and increase the right supports for each community in a progressive real time approach to our cities needs.
This pilot hopes to bring a strategic quadrant-based approach, by prioritizing critical interventions in a fast-paced environment while upholding positive engagement in all communications with all callers and partnerships.
**Responsibilities Outreach Dispatch Operator**:
- Oversee and supervises the dispatch of all Outreach vehicles in service, triaging calls and assigning Outreach teams attend to individuals in needs of support
- Interacts with the public, community partners and/or emergency services who are calling for Outreach services and support for crisis’s in the community
- Role model Alpha House’s value’s and be a positive ambassador when interacting with the public, partners and businesses both over the phone and in person
- Partnering, building and maintaining positive strategic partnerships with other agencies, community partners, stakeholders (CPS, EMS Transit etc) and others in a professional approachable manner
- Responsible for ensuring staff are able to fully function and are motivated to provide high quality client services in a warm, respectful and compassionate manner
- Reports to the Manager and or HR on problems arising with team functioning and staff issues of a serious nature
- Be accountable in providing the Manager with updates, data and statistics for funding and outcome reports
- Conducts shift exchange meetings and attends operational meetings as needed
- Responsible for providing feedback to Management on over all Outreach operations, including staff performance
- Respond and action concerns and issues brought forward from staff related to Alpha Houses Respectful Workplace Policy, Employee Complaints and Vulnerable Adults Abuse Policy
- Ensures the safety of staff and clients by being up to date on safety protocols as well as accreditation and program audit standards
- Demonstrate knowledge and understanding of all policies and procedures and ability to reference them from appropriate sources
- Ensure compliance with regulatory standards (MSDS, OH&S, WHMIS etc.), which includes assisting in maintaining cleanliness of the building both inside and out
**Qualifications**:
- Post-Secondary Education from a public educational institution, in a relevant field, minimum of a 2-year Diploma Program, Bachelor’s degree preferred. Those in progress may be considered_._
- Must have the ability to work in a fast paced environment, as well as work shift work, including rotating schedule and overnights nights
- A minimum of 1 year proven experience in a customer service role, requiring a well-developed sense of diplomacy, including conflict resolution, de-escalation and people management skills.
- Experience in collecting and entering accurate, timely and relevant Data; knowledge of Survey123 and ArcGis systems is an asset
- An understanding of addictions including: withdrawal management, harm reduction, stages of change, trauma informed care and recovery-oriented systems of care
- Strong interpersonal communication skills and the ability to communicate with discretion and maintain confidentiality of clients, effectively navigate community concerns & and uphold the integrity of Alpha House in all communications
- Must be tolerant, non-judgmental with a high degree of compassion and empathy towards the individuals experiencing homelessness and those struggling with addictions and or mental health
- Proven problem-solving skills, rapport-building and advocacy skills
- Skilled in working within and leading teams, with strong oral and written English communication skills
- Belief in harm reduction and housing first models
- Have ethically responsible practices with staff and clients alike including a thorough understanding and appreciation of the Protection of Persons in Care Act
**Position Requirements**:
- Proof of being fully vaccinated against COVID
- Class 5 drivers license (non-GDL) and ability to obtain a Class 4 within 45 days
- Comfortable in working in an environment with the risk of violence and exposure to bodily fluids
- Be able to physically assist clients from prone to sitting or standing, and vice versa;
- Able to provide a Vulnerable Sector Search, valid within the last six months, that does not contain any results material to th
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