Transit Security Dispatcher

5 months ago

Edmonton, Canada City of Edmonton Full time

**Job Number***:
**48303**

The Edmonton Transit Service (ETS), in collaboration with community partners, takes a multilayered approach to safety and security and is committed to the safety of patrons and City staff. Reporting directly to the ETS Security Supervisor in the 24/7 ETS Control Centre, the Transit Security Dispatcher (TSD) is a safety critical position and first point of contact to citizens, staff, public and security services (police, peace officers and security guards). As the TSD, you will provide communication and liaison services, operations support and interagency coordination in response to safety and security incidents.

With a focus on the City of Edmonton’s Cultural Commitments to Safe, Helpful, Accountable, Integrated and Excellent, you will:

- Receive all requests for service, complaints and concerns via Transit Watch or radio in a courteous and professional manner
- Provide information and direction to non-emergency callers and resolve difficult and sensitive public inquiries and complaints
- Evaluate the priority of incidents and initiate ETS response according to ETS Operations Support Safety and Security Directives; determine the nature and location of the incident and extract vital information regarding the circumstances of the incident or complaint
- Provide consistent, effective and prompt communication services to the Safety and Security Division of ETS
- Notify Police, Fire and Ambulance of criminal events, life safety or medical emergencies
- Intermittently monitor and conduct proactive virtual patrols using the ETS Closed Circuit Television System (CCTV) according to Operations Support-Safety and Security operating directives, procedures and guidelines
- Initiate response to security incidents according to Operations Support-Safety and Security operating directives, procedures and guidelines
- Control door and facility access for all ETS facilities and washrooms using BMS/C-cure
- Use the Public Address System to conduct real time voice announcements to keep patrons informed on changes/delays in service and provide direction in the event of an emergency
- Record Mains vault tracking, weekly PA system and Help Phone Inspections, and submits work orders where required
- Record and report system failures and contact the appropriate resource for resolution
- Conduct notification system checks documenting deficiencies to the attention of the Superintendent
- Provide Special Event and Fair Blitz support
- Other related duties as required

**Qualifications**:

- Completion of Grade 12
- Completion of a recognized Certificate or Diploma related to Emergency Telecommunications and Response, Law Enforcement, Security or Criminology
- Minimum of 3 years of experience in customer service, including 1 year of experience in a security or transit environment
- Proficiency in Google Workspace (Gmail, Chat, Calendar, Currents, Drive, Docs, Sheets, Slides, Keep, Forms and Sites)
- Completion of environmental, safety and other mandatory courses/training upon hire
- The following are considered assets:

- Emergency First Aid certificate
- Mental Health First Aid certificate
- Tactical Communications (business professionals or law enforcement) training
- Incident Command System (ICS-Level 100) training
- Experience dealing with employees, the general public, security and police where timeliness of decisions are critical (e.g. in the security, peace officer, police, or logistics field)
- Video monitoring experience in a law enforcement or security setting using sophisticated devices and software
- Experience providing evidence in court
- Experience with record management and dispatch systems (CAD, POSSE, Transit Master), alarm systems (C-CURE, BMS, panic buttons, emergency help phones) and/or video surveillance systems (Genetec, Omnicast, Adpro, mSET)
- Knowledge of the Conduct of Transit Passengers Bylaw, Trespass to Premises Act and Video Surveillance privacy regulations (monitoring and use)
- Ability to operate complex and specialized technical equipment, multitask and think quickly and critically in a fast-paced, high-stress, team-oriented environment
- Ability to anticipate challenges and prioritize urgent issues, including the ability to optimize time and resources with making effective decisions
- Ability to stay calm while dealing with difficult people in a variety of high stress situations
- Ability to communicate and provide information to a diverse population in a polite and courteous manner
- Skilled in exercising good tact, sound judgment and firmness in dealing with the public and coordinating response to difficult/complex situations
- Excellent observation and decision making skills, including the ability to assess situations and respond quickly in an appropriate manner
- 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 C

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