Communications Operator

**Position Summary**

Under the supervision of the Inspector, Patrol Division, the Communications Operator is responsible for dispatching calls for service and receiving and communicating information to police officers. The position answers and responds to incoming emergency and non-emergency calls, as well as calls received from the 911 telephone system, in a calm and efficient manner. The Communications Operator is responsible for responding to information received via the two-way radio communications system and computer-aided dispatch (CAD) system, as well as querying the CPIC system for information and ensuring all requests by field units are completed. Communications Operators are responsible for procuring all pertinent information from callers and all other available resources to relay to police officers in the field.

The position encompasses two functions: Dispatcher and Call-taker (emergency and non-emergency). This position works rotating shifts, including nights and weekends, with potential for call-outs.

**Company Bio**

In partnership with the community, Kingston Police serves, supports and protects the safety of everyone in the City of Kingston. With over 200 police officers and 100 civilian employees, we strive to establish Kingston Police as an exemplary organization by inspiring public confidence, professionalism, accountable policing, and increased safety demonstrated through trusting relationships with partner agencies and the diverse members of the Kingston community.

**Responsibilities**
- Receive emergency 911 calls or texts for Fire, Police, or Ambulance and facilitate immediate contact with the appropriate Fire, Police, or Ambulance service. Maintain contact with the caller until the other agency has taken over the call. Screen calls by prioritizing and redirecting enquiries from the public to the proper entities. Terminate non-emergency calls and discourage public misuse of the system. Arrange for and assist with the deployment of non-police resources.
- Generate police calls for service by making entries on the CAD system and record information reported by or given to road units by means of the CAD system, continually updating individual unit histories.
- Dispatch units to calls for service, keep updated on all information entered on the call, and keep engaged units advised of all pertinent incoming information (via CAD system and radio).
- Ensure officer safety at all times by means of accurate status reports and welfare checks, particularly in potentially dangerous situations.
- Provide backup unit(s) in potentially dangerous situations.
- Monitor air traffic, controlling airtime and preventing misuse.
- Monitor lunch hours, scheduled court appearances, appointments, or special duties of officers to ensure efficient deployment of units.
- Ensure that the supervisor is kept apprised of emergency calls, dangerous situations, and unusual events.
- Ensure adherence to proper MDT and radio etiquette.
- Perform CPIC and in-house checks for units and anticipate requests.
- Ensure complainants are kept advised of any anticipated delays in response and redirect calls as appropriate.
- Train and/or assist in training new Communications personnel.
- Prepare documentation, memos, and reports and attend court when required.

**Required Qualifications**
- Have completed a minimum Grade 12 or equivalent
- Pass or have passed Communications Operator CritiCall testing
- Pass or have passed psychological testing and interview with a Psychologist
- Have completed, or have the capacity to complete any additional applicable training
- Be prepared to work irregular and flexible hours, including weekends, evenings and holidays
- Be available for call outs when required

ASSETS
- Have completed related and relevant Communications Operator experience.
- Demonstrated ability to foster teamwork.
- Able to support and assist colleagues during various situations and still be able to work independently.
- Knowledge of police procedures, rules and regulations, CPIC, RMS, 10 codes, phonetics, boundaries, AT&T language lines, PARIS, computer-aided dispatch, and TDD lines.
- Demonstrated customer service skills.
- Proven ability to multitask, adjust priorities, and work in a fast-paced and demanding environment.
- Knowledge of customer service skills required under the Accessibility for Ontarians with Disabilities Act.
- Excellent organizational skills.
- Excellent communication skills (verbal, written, and listening).
- Large-volume switchboard and emergency service experience.
- Demonstrated problem-solving abilities.
- Knowledge of emergency system processes, organizational structure and hierarchy, and communications procedures.
- Keyboarding skills 35 wpm.
- Understanding of the rationale behind Kingston Police policies and procedures and the impact on delivery of service.
- Solid understanding of the Kingston Police mission, vision, and values and how the position fits within the overall direction of the o