Police Communicator - City of Ottawa, Ottawa

About this opportunity

The City of Ottawa is offering permanent positions for Police Communicators within the Information Services directorate, Communication Centre section. Operating out of the central location at 474 Elgin, this role is vital for maintaining public safety and supporting police officers in the field. The position operates on a 24/7 shift schedule covering days, afternoons, evenings, and nights, including statutory holidays.

Under the supervision of the Shift Manager and Shift Supervisor Communications Centre, the Police Communicator is responsible for dispatching calls for service, answering emergency and non-emergency calls including 9-1-1 and TDD lines, and ensuring adequate police coverage across designated areas.

Responsibilities

• Receive calls and complaints from the 9-1-1, the OPS emergency and non-emergency lines as well as the TDD (Telecommunications Device for the Deaf) lines.
• Dispatch units to calls for service, keep updated on all information entered on the call and keep engaged units current of all pertinent incoming information via Computer Aided Dispatch system and radio.
• Maintain officer safety, provide backup unit in potentially dangerous situations.
• Monitor air traffic, controlling airtime and prevent misuse; prioritize calls as they are entered.
• Generate Police calls for service by making entries on the CAD system while conducting phone interviews with customers.
• Provide assistance and complete requests by field units, which fall within the responsibilities of the Communication Centre.
• Train and or assist in training new Communication Center personnel.
• Liaise with outside agencies and their field officers as required.
• Assist in the deployment of police resources and coordinate or assist in the deployment of non-police resources as required.
• Update Managers and Supervisors of all emergency calls, dangerous situations and any other pertinent situation.
• Dispatch Road NCO as per procedures.
• Ensure all users adhere to proper Mobile Work Station and radio etiquette.
• Ensure all units are using proper assignment procedures.
• Provide information where it can reasonably satisfy the needs of the caller and does not impede with proper use of the systems.
• Transfer calls when necessary to different areas of the Service.
• Provide assistance to the dispatcher by performing all necessary clerical functions.
• Notify outside Police Services and Agencies and other Emergency Services of any emergency situations as required.
• Screen calls by prioritizing and redirecting enquiries from the public to the proper entities.
• Make necessary corrections to 911 print-outs.
• Maintain Premise Histories when required, and emergency night listings of properties.
• Write any required documentation, memos, reports, and attend court as subpoenaed.
• Screen incoming calls and assign priority for service based on current Call Path, Service Response Protocol and related sectional or organizational policies.

Skills and experience

Candidates must meet specific educational, language, and skill standards to qualify for this administration jobs Ottawa opportunity:

• Secondary School Graduate Grade 12 or equivalent plus one year of post-secondary education (experience and formal training combined may substitute for stipulated education requirements).
• Minimum one year of experience in roles requiring strong communication and public interaction skills such as customer service, education, community or social services, shelter work, call centres, or similar environments.
• Bilingualism (French and English) fluency in oral, reading, and writing.
• Minimum typing skills of 45 wpm.
• Ability to work in a high stress environment with intense emotions.

Why you'll love it here

This permanent career path with the City of Ottawa provides comprehensive training and development, starting with intensive in-class training followed by up to twelve months of on-the-job training across all Communication Centre positions. Mandatory training programs provided include Occupational Health and Safety, Respectful Workplace, Violence in the Workplace, Accessibility for Ontarians with Disabilities Act, Equity, Diversity, and Inclusion, and Active Bystandership for Law Enforcement.