Call Centre Operator Jobs in Alberta (NOW HIRING)

This posting is for fourteen (14) Casual positions  

The Emergency Communications Centre Branch (ECC Branch) is seeking applications for Casual On-going Emergency Communications Officer positions. These positions are critical to operational policing. The major responsibilities of this position include:

• Working rotating shifts up to 12 hours in length, days and nights, 24/7, 365 days a year.
• Once fully trained, Emergency Communication Officers will rotate between multiple distinctive roles: 1) Answering/triaging 9-1-1 calls, 2) Call evaluation of police emergency and non-emergency calls, 3) Dispatch of police and specialized units, and 4) Evaluation and processing of specialized and online police reports. 
• 9-1-1 call answer duties include operating standard and TTY (Teletype) telephone systems, using Computer Aided Dispatch (CAD) software, triaging calls to the appropriate emergency response agency, and other duties as assigned.
• Call Evaluation duties include evaluating telephone calls received on the Police Emergency and the Police Non-Emergency lines to determine the appropriate level, if any, of police response, prioritizing those events and determining response criteria, answering 9-1-1 overflow calls, providing information to the general public on police-related matters, answering the 'police-only' evaluator line to provide information and assistance to Edmonton Police employees, evaluating digital/online non-emergency reports, triaging telephone and electronic requests for assistance from partner agencies, and other duties as assigned. 
• Dispatch duties include dispatching calls for service to police officers, verifying information and broadcasting public safety alerts using the Alberta First Responders Radio Communications System (AFRRCS), status keeping and monitoring the safety of operational police officers and other specialized units, providing other operational support and other duties as assigned. 
• Report processing duties include evaluating and processing Online Reports for non-emergency investigations, evaluation and assessment of Missing Persons reports, processing of court documents and other specialized report intake. 
• In all roles, Emergency Communications Officers will operate a variety of computer, telephone and radio systems and will be expected to manage critical emergency calls for service while providing excellent customer service to internal and external clients. 
• Emergency Communications Officers also assist with training new employees and participate in ongoing quality assurance reviews and professional development. 
• Emergency Communications Officers must operate within the Alberta 9-1-1 Standards and Edmonton Police Service policy and procedures. 
   

• Ability to perform duties in a shift work environment (24/7, 365 days/year) is required. 
• Accurate and efficient typing skills.
• High level of integrity and confidentiality.
• Critical thinking skills and a proven ability to make sound decisions.
• Broad knowledge of police practices.
• Above average geographical knowledge of the City of Edmonton and surrounding areas.
• Customer service oriented with exceptional interpersonal skills.
• Ability to communicate effectively, orally and in a written format.
• Ability to manage demanding and high stress situations.
• Ability to work effectively in a dynamic emergency communications centre environment managing multiple systems and critical emergency calls.
• Proficient multi-tasking skills.
• Knowledge of Federal, Provincial and Municipal government services is an asset.
• Prior experience in a Police, public safety, or social work environment is an asset.
• Shortlisted candidates will be contacted for technical skill testing, behavioral interviews and psychological screening. Technical testing includes typing speed, decision making, data accuracy and other relevant skills. Psychological screening includes a multiple-choice computer administered test and a clinical interview by a contracted psychologist.
• Shortlisted candidates will also be asked to complete a hearing test and must meet the minimum hearing criteria as directed by the Edmonton Police Service. 
• Successful applicants will be required to successfully complete a comprehensive multi-phase training program including intensive scenario- based training, classroom lectures and practical job shadowing. Emergency Communications Officers must successfully complete 9-1-1 and Call Evaluation training within the initial training period. Training is conducted on a full-time basis averaging 40 hours per week, fully paid at regular salary rates.

Hours of Work: Rotating shift schedule up to 12 hours per shift, up to an average of 40 hours per week, to provide 24-hour coverage, 7 days per week, 365 days per year. Schedules are posted in advance but are subject to operational changes when required.

Salary Range:
Job Level:
21B, Salary Grade: 050, $37.13 - $46.43 (Hourly); $2,971.00 - $3715.00 (Bi-Weekly); $77,544.14 - $96,962.54 (Annually).  

• Completion of Grade 12 or equivalent required
• Emergency Communications and Response Certificate and/or equivalent education from a recognized post-secondary institution, or
• A minimum of two (2) years of emergency communications experience in a public safety environment or equivalent experience
• Three (3) years of recent police experience. Within three (3) years of retiring or resigning from police environment.

Opportunity Concept Level:
21C, Salary Grade: 023, $31.25 - $35.67(Hourly); $2,500.50 - $2,853.70 (Bi-Weekly); $65,2625.30 - $74,4810.50 (Annually).  

• Completion of Grade 12 or equivalent required.
• Minimum of two years of customer service-related experience.
• The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.

General:

• The City of Edmonton thanks applicants for their interest in this opportunity. Candidates considered for the position will be contacted.
• We are an equal opportunity employer. We welcome diversity and encourage applications from all qualified individuals.
• Please include a current resume and cover letter with your online application.
• Applicants may be tested.
• As part of your pre-hire screening, you will be required to complete Enhanced Security Clearance and Suitability Screening including social media checks. Should you accept employment with the Edmonton Police Service you acknowledge and agree to participate in future Enhanced Security Re- Clearances at scheduled intervals or in any other circumstances, exigent or otherwise, as required by Human Resources Division.

Applicants who have completed post-secondary education outside of Canada are encouraged to obtain an assessment of their credentials through the International Qualifications     Assessment Services (IQAS) (Https://www.alberta.ca/international-qualifications-assessment.aspx) or another recognized Canadian credential evaluation service. For a list of designated evaluators, please visit the Alliance of Credential Evaluation Services of Canada (https://canalliance.org/en/default.html). Including IQAS certificate of other credential assessment certificate from a recognized Canadian credential evaluation service with your application is recommended to support the evaluation of the applicant's educational qualifications.

The Province of Alberta is a party to the Federal Agreement on Internal Trade, the Trade, Investment and Labour Mobility with British Columbia and the New West Partnership Trade Agreement with British Columbia and Saskatchewan. All of these agreements promote Labour mobility between the Provinces. Applicants may obtain information regarding recognition of extra provincial credentials at www.newwestpartnershiptrade.ca.

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

HR Technician: GL