Emergency Communication Center Dispatcher

3 weeks ago

Montreal, Quebec, Canada CN Full time
Job Summary

The CN Emergency Communication Centre Dispatcher plays a critical role in providing 24/7 phone and radio dispatching responses to CN Police members across Canada and the US. This position offers the public and internal CN departments the necessary assistance to handle emergency situations effectively and safely.

Main Responsibilities

Communication Support Services

  • Provide communication and support services to CN Police staff.
  • Utilize a Computer Aided Dispatching (CAD) system to receive, prioritize, and process calls, then dispatch to the police or other emergency services as required.
  • Dispatch emergency calls between CN Police and local emergency services by receiving and transmitting radio and phone calls.
  • Maintain accurate, up-to-date files and logs for reports and keep management and executives aware of major events as they occur.
  • Receive requests from Constables for information on Canadian Police Information Centre (CPIC) regarding vehicle registration, driving records, and warrants, and provide pertinent data.
  • Enter information received from Constables into CPIC regarding dispositions, stolen property, as well as the addition and removal of warrants.
  • Prioritize incoming telephone calls.
  • Coordinate actions between local emergency services and CN forces.
  • Monitor CN Police Officers' safety.
Liaise Between Local Emergency Services and CN

Maintain regular communication with multiple stakeholders, both internal and external to CN, to address situations that arise (crossing incidents, derailments, trespassing, etc.). Ensure accurate and prompt communication of information.

Working Conditions

The role is carried out in person in an office environment at CN's Headquarters location. The shifts operate on a rotating schedule dependent on the operational needs of the CN Emergency Communication Centers (CNECC) 24-hour operation. The incumbent must be available to work weekends and holidays when necessary and must be on-call to respond to critical incidents 24/7.

Requirements

Experience

  • Computer-Aided Dispatching
  • Previous experience in computer-aided dispatching
  • Call center experience
  • Radio communications experience
  • Customer service experience

Education/Certification/Designation

  • High School Diploma (required)
  • English Attestations of Collegial Studies (ACS) in Emergency Dispatch or equivalent certification

Competencies

  • Identifies risks and anticipates impacts to ensure a safe and secure environment
  • Cultivates relationships to proactively support customers' supply chain needs or those that support them
  • Shares timely information within and across functions to get things done effectively
  • Inspires others with impactful communications and adapts to the audience
  • Makes informed and timely decisions to get things done
  • Deals with pressure and change by staying calm to quickly adapt to changes
  • Collaborates with key internal stakeholders to enable higher productivity
  • Time Management

Technical Skills / Knowledge

  • Knowledge of computer dispatching systems
  • Excellent typing and computer skills (testing required)
  • General Microsoft computer skills (testing required)
  • Ability to look at multiple screens simultaneously
  • Knowledge of the CPIC Systems

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