Police Communicator

Job Information

Overall Purpose

• Under the supervision of the Shift Manager and Shift Supervisor Communications Centre, the Police Communicator is responsible for dispatching calls for service to police officers, ensuring adequate police coverage and supporting police officers and public safety. Also, answering and responding to incoming emergency and non-emergency calls as well as calls received from the 9-1-1 telephone system in a calm and efficient manner, reporting all situations in the Computer Aided Dispatch (CAD) system, querying the CPIC system for information and ensuring all requests by field units are completed.
• The procedures and requirements for handling incoming calls and police officer requests are clearly established. The Police Communicator must ensure that adequate police coverage is provided throughout a designated area, calm the person calling and all pertinent information is procured and given to the police officers in the field and in an emergency situation.  Dispatching police officers requires judgement and the ability to organize and locate all units.  Priorities must be continually changed and procedures adapted to meet the demand of an emergency situation.  Deviations from standard practice are referred to the supervisor.
   

Major 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 & 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.
• The Police Communicator has no supervisory responsibilities but will be required to 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 / 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 (Non Commissioned Officer - Sergeant or Staff Sergeant) as per procedures.
• Ensure all users adhere to proper Mobile Work Station (MWS) 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 / Agencies and / or 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. 
• Perform other duties as required or directed.
   

Major Responsibilities (continued)

N/A

Major Responsibilities (continued)

Statement of Required Qualifications

EDUCATION AND EXPERIENCE

• Secondary School Graduate – Grade 12 or equivalent plus one (1) year post secondary education.
• Experience and formal training combined may substitute for stipulated education requirements.
• Minimum (1) year previous related work experience (i.e. working in a Call Centre, Communications Centre, or Police environment).

LANGUAGE

• Bilingualism (French and English) fluency in oral, reading, and writing is required. Candidates may be required to provide a certificate of achievement at their own expense for Advanced Level II proficiency in French (oral expression and comprehension) from Interlangues Language School. 

CERTIFICATION/LICENSES

• N / A

Certifications and Licences

N/A

In service Training

• Intensive in-class training followed by a period of on-the-job training of up to twelve (12) months at all Communication Centre positions (911 Operations, call taking, and dispatching).  
• Attends courses / seminars as required. 
• The following mandatory training and education is provided to all employees of the OPS: 
  • Occupational Health & Safety. 
  • Respectful Workplace.  
  • Violence in the Workplace. 
  • Accessibility for Ontarians with Disabilities Act (AODA). 
  • Equity, Diversity, and Inclusion (EDI). 
  • Active Bystandership for Law Enforcement (ABLE).

Job Knowledge

• Working knowledge of the Organization’s Mission, Vision and Values.
• Understanding of the importance of client centered service.

OPS Competencies

Hours of Work

Effort and Working Conditions

• Work is performed in a standard a Communication Centre / office environment. 
• Constant light physical activity, moving from workstation to numerous different areas of the larger office. 
• The incumbent must be able to work shifts as designated in the “Hours of Work” section of the job description. 
• Extended periods of time on a computer with minimum typing skills of 45 wpm. 
• Work requires sitting for long periods of time, operating the dispatch system and computer. Concentration is required for continuous periods of time. 
• The nature of the job often leads to situations / interactions involving a high level of stress and intense emotions for the incumbent and the caller. 

Desired Qualifications

• Relevant post-secondary education. 
• Previous experience working in a police environment / Emergency Services and / or Communication Centre. 
• Knowledge of CPIC, records entry and procedures related to the section. 
• Knowledge of Computer-Aided Dispatch (CAD). 
• Conflict Resolution training. 
• Problem Oriented Policing training. 
• Mobile Report Entry (MRE) / RMS training. 
• Understanding of the rationale behind OPS policies and procedures and the impact on the daily delivery of service. 
• In-depth knowledge of the Ottawa Police Service policies and procedures, Communication Centre and computer systems. 
• Oral, reading, and writing fluency in other languages.