Communications Operator

6 months ago

Winnipeg, Canada City of Winnipeg Full time

**JOB PROFILE**:
The Communications Operator is the vital link and trusted lifeline between members of the public and emergency fire and medical services. Under the general direction of the District Chief (Communications Supervisor), the Communications Operator is responsible for answering, processing, prioritizing calls for emergency fire and medical services and elective transfers.

This position is responsible to determine the resources required to be dispatched in accordance with triage information, policies and procedures, computer aided geographic information and status data provided by field personnel; ensures rapid and accurate dispatch of department resources to fire, medical, and related incidents; and provides regular information updates to all field personnel and other emergency services, agencies and institutions of incidents and situations as required.

**As the **_Communications Operator_**, you will**:

- Receive emergency calls for assistance.
- Answer and process emergency calls for service and requests for assistance, entering the information into the computer aided dispatch system; obtains essential information from callers and triages the nature of injuries and illnesses using a medical telephone triage model; obtains essential information from callers and categorizes fire incidents using a fire telephone categorization model; prioritizes the incident appropriately, taking into consideration all of the pertinent factors.
- Provide post-dispatch and pre-arrival instructions to callers as required.
- Dispatch of resources.
- Receive triage information for fire, medical, and related emergency calls; identify and rapidly dispatch appropriate field resources in accordance with established policies, procedures, and requirement.
- Monitor, coordinate and provide support to responding units.
- Operate a multi-talk group emergency radio system, computer aided dispatch system, telephone communications system, and associated communications sub-systems.
- Monitor and control radio, telephone, and computer communications such that efficient and essential communications are maintained.
- Receive, record, and maintain support information regarding water supply, street network systems, other agencies, or incident updates to advise field personnel of changing conditions which may impact the delivery of an effective and efficient emergency service.
- Monitor field resource levels and distribution patterns and advises and instructs with respect to re-positioning of fire and other field resources.
- Receive non-emergency and administrative calls for assistance.
- Answer and process non-emergency calls for service and administrative requests for assistance, entering the information into the computer aided dispatch system as required; refers callers to appropriate agencies or other WFPS branches as appropriate.
- Inter-agency notification.
- Advise police and other agencies of incidents and situations requiring their involvement.
- Receive, relay and provide information from and to police, hospitals and other agencies and institutions as required.
- Arrange for and coordinate WRHA Respiratory Therapist escort for inter-facility transfers, when required.
- Implement support procedures involving the assistance of other emergency services and specialized agencies.
- Administrative notification and documentation.
- Advise supervisory and senior management personnel of calls for service, incidents and situations requiring their attention.
- Record and maintain operational and administrative information related to calls for service, incidents and situations.
- Prepare accurate maintenance and work order reports, equipment inventory records, and initiate emergency call-out procedures of maintenance technicians and support personnel in accordance with established priorities.
- Provide support, coaching or consoling, and mentoring to fellow workers.

**Your education and qualifications include**:

- Canadian Citizen or Permanent Resident (Landed Immigrant).
- Canadian recognized Medical Terminology Program (preferred).
- International Academies of Emergency Dispatch (IAED) Certification in Advanced Medical Priority Dispatch System (AMPDS) and Fire Priority Dispatch System (FPDS) (preferred). Ability to obtain certification in the Advanced Medical Priority Dispatch System and Fire Priority Dispatch System.
- Fluency in both official languages (French and English) (preferred).
- Experience in a public safety dispatch centre or in a radio-telecommunications environment (preferred).
- Comprehensive knowledge of city streets, areas and neighborhoods in Winnipeg, as assessed in Step 3 of the recruitment process.
- Ability to function in a multi-tasking environment, reacting appropriately to multiple aural and visual inputs, remaining calm, composed, professional, effective, making appropriate operational decisions, acting decisively, providing high quality customer service under pressure in fast-paced and stressful conditi

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