Team Lead

**Competition #**: 42894

**Department**: Service Nova Scotia

**Location**: SHUBENACADIE

**Type of Employment**: Permanent

**Union Status**: NSGEU - NSPG

**Closing Date**: 04-Jul-24 (Applications are accepted until 11:59 PM Atlantic Time)

About Us

At Service Nova Scotia we impact every citizen, business, and municipality in Nova Scotia. Our mandate is to design and deliver programs and services to meet the needs of our clients and the public through a culture of excellence. Service Nova Scotia's vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business.

The Shubenacadie Radio Communications Centre is a 7-24-365 restricted facility providing mission critical public safety and public work. The dispatch centre provides Call Notification, Critical Activity Monitoring, Emergency Notifications, Answering Service, Secure Alarming, and remote infrastructure management of telecommunications towers to support many first response services such as EMO, Volunteer Fire Services, Conservation Enforcement, Vehicle Transportation Inspectors, and others.

Primary Accountabilities

On site supervision of dispatch operators to ensure effective service delivery, and adherence to policies and procedures.
Overseeing implementation of new initiatives and procedures.
Act as the first point of escalation for any staff issues/concerns, and handling call escalations from clients for complex issues or client dissatisfaction.
Providing ongoing feedback, coaching, and quality assurance of the work of dispatch operators.
Providing training and coaching for new operators.
Contribute to the development of training and operations manuals and guides.
Managing schedules and attendance, approving time and leave requests.
Preparing daily shift reports.
Maintaining a motivated and productive team environment.
Carrying out dispatch operator functions to support breaks, lunches, and short staff shifts or peak activity periods as needed.

Using sound judgement and authority, the Team Lead will ensure that staff accurately carry out services, adhere to policy and procedures, and provide quality client service to client agencies. The Team Lead will liaise with their counterparts in other Communications Centres on an ongoing basis to develop relationships and ensure information is effectively shared. Regular liaison with SRCC management is required.

Finally, the Team Lead must maintain comprehensive knowledge of the Public Safety and Field Communications organization, the emergency management protocols used in Nova Scotia, and of the technology, contracts and support mechanisms used to keep services and equipment operational 24/7/365.

Qualifications and Experience

Experience and/or knowledge of any of the following would be considered an asset:
TMR2 Radio
Finding information using data banks
Various GPS tracking program
Equivalency

**Benefits**:
Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs. For information on all our Benefit program offerings, click here: Benefits for government employees.

Working Conditions

12-hour shifts, day, and night
May be required to work overtime on occasion
May be required for call backs
Stressful work environment
Sitting at a computer for long periods of time
Mentally challenging due to a high demand for accuracy and attention to detail with a high volume of work
Travel is required to attend meetings
What We Offer

Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
Countless Career Paths.
Department Specific Flexible working schedules.

**Pay Grade**: TE 21

**Salary Range**: $2,105.04 - $2,466.26 Bi-Weekly

**Employment Equity Statement**: