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Airport Operations Dispatcher

3 weeks ago

Vancouver, Canada Vancouver Airport Authority Full time

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), YVR is made up of a team of diverse people who are working collaboratively to Connect BC proudly to the World. Safety is at the core of everything we do; we’re innovative, fun, and we invest in our people. With high engagement scores, an abundance of learning and development opportunities, and a holistic approach to wellness, we’re looking for someone to join our team.

We have a permanent, full-time opportunity for an **Airport Operations Dispatcher **in the Airport Operations Department. Reporting to the Manager, Operations Centre, The Airport Operations Dispatcher (AOD) is the first point of contact for Airport Operations, customer service, and maintenance calls. The AOD receives and processes all inbound calls/requests for services and coordinates all operational responses. Handling all ’day of ops’ matters from a variety of channels by receiving and analyzing information, problems, and events; then dispatching appropriate resources and response personnel to attend and/or relay appropriate information to the affected parties. This also includes gathering and researching information and maintaining a digital log of all questions, interactions and incidents. Working rotating shifts including weekdays, nights, weekends and holidays, the incumbent must be able to sit/stand primarily at a desk for extended periods of time and be able to perform the core duties and responsibilities of the role.

**Key responsibilities include**:

- Call-take and dispatch by utilizing a variety of resources and technologies
- Relay information to YVR departments, business partners and internal/external, stakeholders, etc.
- Dispatch/escalate events to appropriate response personnel and respond to customer/public inquires
- Create workorders and dispatch appropriate maintenance personnel for facility related issues
- Appropriately triage and respond to emergency/priority events, including aircraft incidents, environmental, mechanical, structural, facility
- Carry out all associated emergency procedures up to and including the activation of evacuation procedures
- Utilize the public address/paging system and fire alarm annunciator panel to make announcements/notifications; visual and verbal public paging as required
- Detailed and accurate tracking/documentation of information
- Fulfill the position of Documentation Officer in the (virtual) Emergency Operations Center
- Identify patterns of failures by utilizing Maximo reporting
- Continuously review Standard Operating Procedures (SOPs) to stay current with operational requirements
- Monitor radio channels and respond to calls over the air
- Monitor, dispatch, and reset alarms on various panels
- Monitor General, Maintenance, and Fire Alarm systems
- Monitor Closed Circuit Television (CCTV) for operational purposes
- Knowledge of stakeholders and business partners on Sea Island and greater airport community
- Ability to multi-task and handle multiple events and prioritizing situations/emergencies
- Utilize resources to confirm and relay emergency access/egress routings and alarms; with the ability to describe physical/geo locations and wayfinding
- Filing and distributing notifications and reports

**Key qualifications include**:

- High school diploma or a mix of work/education equivalent
- Excellent communication and interpersonal ‘soft’ skills
- Working knowledge of the Emergency Operations Centre and the associated terminology and technology
- Some knowledge of the aviation industry and general knowledge of airport operations, preferably in an airline/airport operation setting
- General life experience: customer service, accessibility/disability awareness and conflict resolution
- Comfortable working in a fast-changing dynamic atmosphere with multi-functional and multi-departmental levels
- Utilizes common sense, adaptable, and flexible
- A great degree of knowledge of the YVRAA corporate structure and its contractors, stakeholders, and business partners
- Strong commitment to customer service
- Proficient in the English language both written and verbal is necessary; proficiency in another language is an asset
- Ability to handle high pressure situations
- Ability to make quick decisions with limited information and prioritize subsequent tasks quickly without direction
- Experience with social network platforms (Facebook, Twitter, Hootsuite) and ability to appropriately respond to inquiries and comments
- Experience in dealing with environmental concerns, with an understanding of their impact and importance to the airport and community
- Must be confident, vigilant and prepared
- Ability to multitask under pressure
- Assertive decision making and able to enunciate clearly