The Belleville Police Service is accepting applications for the position of part-time Call-Taker / Dispatcher. This position works in a fast-paced, interactive team setting, performing the role of Communicator/Call Taker (receive and process calls for service received through 911 and administration lines) and Dispatcher (disseminate calls and coordinate police response) representing the Service in a professional manner.
This is a part-time position with up to 24 hours a week, not guaranteed. Availability of work would be based on a known schedule, and also on short notice when required. There is a rotating shift schedule of days and nights, including weekends and statutory holidays. The starting hourly rate of pay is $35.063.
Preference will be given to applicants who have experience in emergency response, distress situations, and/or high-stress call centre and shift environments. Recruitment steps for the Call-Taker / Dispatcher include, but are not limited to: a panel interview, a CritiCall assessment, and a comprehensive background investigation. Completed application packages must be submitted no later than July 11, 2022.
To make an application you must create an online profile with the Belleville Police Service website, and upload all below documentation as applicable:
• Resume
• Cover Letter
• Diploma and/or Degree(s) of educational achievements
We thank all applicants, however, only those candidates selected for testing and / or an interview will be contacted.
By applying, you agree that the statements made by you are true, complete, and correct to the best of your knowledge. Further, you understand that any falsification of statements, misrepresentations, and/or deliberate omission or concealment of information may be considered just cause for dismissal.
Please note, as a condition of employment, proof of full COVID-19 vaccination is required.
The Belleville Police Service is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. If contacted for an employment opportunity, please advise the HR Unit if you require accommodation for testing, interview, or employment purposes.
Please visit the Belleville Police Service website, www.bellevilleps.ca to obtain further information on the Service.
CIVILIAN POSITION DESCRIPTION
Position Title: CALL-TAKER / DISPATCHER
Association: BELLEVILLE POLICE ASSOCIATION
Division: OPERATIONS
Section: COMMUNICATIONS UNIT
Immediate Supervisor: STAFF SERGEANT, EXECUTIVE OFFICER
Hours of Work: PART-TIME: UP TO 24 HOURS. DAYS, EVENINGS, NIGHTS AND WEEKENDS, DEPENDENT ON BUSINESS NEEDS.
POSITION OBJECTIVES
It is the responsibility of the Call-Taker/Dispatcher to take routine and emergency calls from the public, members of the Belleville Police Service and other agencies. The Call-Taker/Dispatcher will dispatch members of the Belleville Police Service and the Deep River Police Service, as required.
POSITION RESPONSIBILITIES
1. Perform duties in a manner that reflects the Service’s Vision, Mission Statement, and Motto.
2. Operate within the regulations, policies, and procedures established by the Police Services Act, the Belleville Police Services Board, the Belleville Police Service and the Chief of Police.
3. Receive incoming calls from the public, other police services, municipal by-law officers, media, emergency services, the TTY machine, and determine the urgency to prioritize calls, refer callers to appropriate agencies (as required), generate CAD occurrences for all calls, trace and report on 911 calls.
4. Provide active communication through radio transmission, CPIC and RMS systems, research and send CPIC/RMS/E-Mail information required by officers, monitor and update the status of each field unit, and schedule calls.
5. Provide information and assistance to the public, question callers to clarify the nature of their problems, determine the priority of calls for service, and place telephone calls for officers at their request.
6. Dispatch officers, emergency services teams and specialized units (Emergency Response Unit, Criminal Investigations Division, Canine Unit, etc.), internal support services (IMPACT and Victim Services), community support services (tow trucks, ambulance, fire department, public works, animal control, etc.), and notify appropriate supervisor(s) in accordance with procedures, as required.
7. Monitor and document emergency situations and police pursuits, liaise with other police and emergency services, and notify uniform supervisor of all pursuits.
8. Provide technical guidance to new employees (sworn and civilian members) and train new Call-Taker/Dispatchers, as required.
9. Report on technical and operational problems encountered with radio, telephone, communications and computer systems, participate in system tests and implement manual back-up procedures during system failures.
10. Contact other police services, courts and government ministries to resolve discrepancies in information or to obtain information required.
11. Add, modify and remove charges, warrants, property, SIP entries, etc. to CPIC, follow-up with court office to acquire current information after show cause hearings, maintain conditions and update court dates, and pull CPIC entries for the court office as per court dates for the Belleville Police Service.
12. Maintain a hardcopy file for trespass orders and update by adding new orders as received and removing those that have expired.
13. Maintain a hardcopy file and computer file system for night directory card file (a list of businesses and the keyholders for that location) and update as required.
14. Monitor downtown, cells, building perimeter, search room, east garage and security garage on closed circuit cameras.
15. Utilize the Paris System and special query functions.
16. Enter, maintain and retrieve data from the automated records management system (RMS).
17. Update and maintain manuals for all systems in the communications center.
18. Add Special Interest Persons from the Sex Offender Registry to CPIC, notifying other police agencies of address changes and request they remove their entry, monitoring and following-up.
19. Monitor the Centracom Dispatch System for Operational, Tactical, Provincial Communication, Interagency and Belleville Transit, page portables and vehicles as required, open and close east door and sally port.
20. Perform other duties as required, assigned or directed by the Chief of Police or designate.
Note: This position description is intended to describe the general level and nature of the position and is not an exhaustive list of all tasks assigned in the performance of the position.
QUALIFICATIONS
Education and Certifications
Required:
• Must possess a high-school diploma or equivalent.
Preferred:
• Post-Secondary degree/and or diploma in 911/Emergency Telecommunications or related field.
Skills, Experience and Qualities
Required:
• Strong verbal, written and comprehension communications skills.
• Good judgement and ability to maintain confidentiality.
• Emotional stability and ability to tolerate stress.
• Thoroughness and attention to detail, despite constant interruptions and distractions.
• Tact, courtesy, and a pleasant and authoritative manner when interacting with members of the public, Belleville Police Service and other third parties.
• Effective analytical reasoning and decision-making abilities in relation to simple queries based on established guidelines and situations that are non-routine and more complex.
• Well-developed prioritization and organizational skills in order to manage multiple tasks and changing priorities in a fast-paced, demanding environment.
• Strong problem-solving skills with the ability to make fast and effective decisions.
• Excellent interpersonal skills and ability to work cooperatively.
• Works well independently and as a member of a team.
• Accurate and proficient keyboarding and utilizing computer technology associated with the job, including map reading.
• Advanced knowledge of computer and software application programs, with the ability to learn new programs and technologies, as needed.
• Ability to learn and comply with established BPS policies and procedures, and exercise good judgment.
Preferred:
• Previous experience providing high quality customer service while utilizing auditory and visual information, multiple computer software/hardware tools simultaneously, and standard policies and procedures in a calm and professional manner, an asset
• Effective speaking, listening, reading, writing and interpersonal communication skills.
• Previous experience dealing with demanding people in crisis and distress (e.g. intoxication, struggling with mental health issues, difficulty communicating, agitated, angry, upset, and frightened individuals).
CONTACT AND HUMAN RELATIONS
Reports directly to the Staff Sergeant, Executive Officer. Required to work internally with the Police Constables, Sergeants, emergency services teams and specialized units (Emergency Response Unit, Criminal Investigations Division, Canine Unit, etc.), internal support services (IMPACT and Victim Services), and other internal members of the Belleville Police Service, as needed. Required to work externally with the public of Belleville and Deep River area by responding to incoming calls to the Belleville Police Service and the Deep River Police Service, as well as with various local contact support services such as tow trucks, ambulance, fire department, public works, animal control, etc.
SUPERVISORY ACCOUNTABILITY
• N/A
OTHER WORKING CONDITIONS/ ENVIRONMENT
• Required to work days, evenings, nights, weekends and holidays, twenty-four (24) hours, seven (7) days a week, three-hundred and sixty-five (365) days a year, dependent on business needs.
• Work on short notice and overtime to meet operational needs.
• Exposed to crisis situations.
• Exposed to multiple screens for extended periods of time.
• Required to sit, stand and remain within the communications centre for extended periods of time.