Communications Operator, Dispatcher

6 days ago

Waterloo, Canada University of Waterloo Full time

Overview

Term: 1 year

The Communications Operator (Dispatcher) is responsible to the Director, UW Special Constable Service and provides complaint handling, dispatches calls for service as well as multiple other tasks for the University of Waterloo Special Constable Service. The Dispatcher will receive all calls for service to the UW Special Constable Service, assign appropriate resources and make appropriate notifications. Calls for service/ response are received by telephone, e-mail, in person, electronically through the security alarm or CCTV camera monitoring and/or the Private 911 system. This position also provides parking information to UW members and visitors after the parking office closes at the end of the business day. This includes responding to entry requests through the intercom with the gate control equipment and after hour’s release of previously towed vehicles.

Responsibilities

Communications

Answer all incoming calls to the Communications Centre including emergency 911 calls, non-emergency and administrative calls, general inquiries and emergency service requests (ambulance, fire, police) Prioritize calls, ie, emergency, non-emergency, administrative calls, and dispatch them accordingly Monitor units by responding to all requests on the radio, from UW Special Constable Services, Parking staff and other radio users Initiate an appropriate response that may include forwarding calls, dispatching Special Constables and referring callers to outside agencies Gather information from callers through the use of clear questions, calm demeanor and empathy and where appropriate, collates data from various callers in relation to the same call

Access and Safety

Evaluate and initiate calls from the public, which requires a Special Constable response Accept found property turned into the UW Special Constable office, which consists of creating a report and securing the item into an evidence locker. When people retrieve lost items, the incumbent makes arrangements for the item to be retrieved from the evidence locker and then creates a follow-up report indicating the item has been returned Operate the CAD system by recording details of calls, dispatches, and messages to identify appropriate response, updates information and operates required computer software systems to fulfill related job functions

Special Constable Service Administration

Generate nightly requests to WRPS regarding occurrence numbers Create a Daily Brief, giving the entire department a brief synopsis of daily events Understand and utilize multiple operating systems and programs that make up the matrix of information required to maintain security of the campus Monitor Special Constables throughout the shift; keep status of Special Constables updated on computer Make calls for additional assistance that Special Constables may require, such as ambulance, hospital, vehicle owner, tow truck, taxi, other Special Constables or departments Remain current on policies, procedures and day-to-day campus changes Create/open incidents, enter locations, enter caller and complainant information, verify and retrieve histories of previous incidents

Qualifications

Law and Security diploma, graduate of Ontario Police College or equivalent education and/or experience Current standard level of first aid certification and current basic rescuer level CPR Must acquire and maintain a security clearance from Waterloo Regional Police Experience in Police/Security operations environment an asset Previous demonstrated ability dealing with people experiencing emotional distress Experience dealing with highly detailed information quickly and accurately, in a high stress customer service environment  Must be willing to work rotating shifts and overtime as required Applicants must be willing to undergo an in-depth background/security check Exceptional communication skills both oral and written Proven ability to assess information, prioritize responses, and handle confidential information Excellent computer skills using Windows O/S including word processing, Excel and e-mail

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