Communications Operator

Toronto Police Service; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

The Toronto Police Service is seeking exceptional Communications Operators to handle 911 calls and coordinate emergency responses in a dynamic environment. Successful candidates will have strong customer service skills and be able to maintain composure under stress. This role represents a significant commitment to public safety and requires effective multitasking capabilities.

Qualifications

• Minimum two years of previous customer service experience in a fast-paced environment.
• Must have successful completion of Grade 12 or approved equivalent.
• Ability to operate various communication equipment under stress.

Responsibilities

• Receive, monitor and assess incoming emergency calls.
• Coordinate emergency response to life-threatening situations.
• Monitor police pursuits and gather information.

Skills

Customer Service

Communication Skills

Multi-tasking

Problem Solving

Resilience

Education

Completion of Grade 12 or equivalent

Job description

Shift : Rotational (12-hour or 8-hour shift schedule). Days, nights, evenings inclusive of weekends and holidays.

Location : Communications Services

Job Code : C71CMZ Class 7 (40 hours)

Opening Date : January 6, 2025

Closing Date : December 31, 2025

Our Mindset ~ Our Connections ~ Our Impact ~ Our Development

Service at our Core ~ Do the right thing ~ Connect with Compassion ~ Reflect and Grow

The Opportunity :

Are you a self-directed individual with a passion for dealing with members of the public?Do you thrive in a fast-paced work environment that is constantly changing? Are you able to make sound and rapid decisions under stressful conditions, while managing ongoing multiple tasks and changing prioritizes?

If so, the Toronto Police Service is looking for exceptional people who want to serve the City of Toronto as Communications Operators.

Known for your outstanding customer service, communication skills and ability to multi-task in a stressful environment with courtesy and understanding, while maintaining policies and procedures, you bring an impressive range of attributes, experience and confidence that promotes self-care and wellness within the workplace.

Your resilience keeps you calm in emergency situations which allows you to apply your active listening skills and strong sense of judgment to assess each situation quickly and carefully while making sound decisions to dispatch the appropriate resources.You understand the importance of a healthy work-life balance and have mechanisms in place to cope with difficult situations. You work in accordance with your values and strengths which promotes self-care and allows you to perform your best on a consistent basis.

What can I expect in this role?

In this role, you will be responsible for receiving, monitoring and assessing incoming emergency calls, and taking or expediting the required action in accordance with Service procedures.

This is a dynamic work environment. As a Communications Operator, you will :

• Answer 911 calls from citizens who are involved in stressful and life threatening situations.
• Be responsible for co-ordinating emergency response to situations requiring the combined presence of fire, ambulance, or emergency personnel from other divisions or other police services.
• Provide instructions or direction to callers when required.
• Assign calls for service to police or parking enforcement officers
• Consistently review events and adjust priorities based on incoming information
• Monitor police pursuits and gather information to assist the supervisor and the police officer(s) involved. Liaise with other divisions or other police services to provide an appropriate response
• Answer telephone calls on the non-emergency, dedicated and internal police lines and take the appropriate action (i.e. answers inquiries, transfers calls to appropriate unit or agency)
• Operate various computerized communications consoles and associated equipment to receive, assess and relay information to police officers in the field. Report major or unusual occurrences to supervisor
• Operate Services databases (including C.P.I.C.) to check for and relay requested information to field personnel
• Perform typical duties inherent to the position such as conducting follow-up calls to citizens, other police units or related agencies as required.

Mandatory :

• Have successful completion of grade 12 or an approved equivalent combination of education, training, and experience. Official transcripts and diplomas will be required.
• Note : If you received your high school and / or college education in a province other than Ontario, or;If you received your high school, college and / or university education in a country other than Canada, you MUST obtain official proof of equivalency from an accredited agency, such as the International Credential Assessment Services of Canada (ICAS) or World Education Services - Canada (WES Canada). Educational equivalency documentation MUST be presented upon request.
• Must have a minimum of two years' of previous customer service experience in a fast paced and multi-tasking environment.
• Must be available to work shifts, including days, nights, weekends, and holidays.
• Ability to hear and readily relay information accurately with high attention to detail, while operating various methods of communication equipment (Computer Aided Dispatch, TTY, portable radios, telephones) despite constant interruptions and distractions.
• Vision standards : 20 / 40 vision (uncorrected) or 20 / 30 vision (corrected) with normal close vision, colour vision, distance vision, peripheral vision, depth perception and the ability to adjust focus is essential.

In addition, the Toronto Police Service values the following qualifications :

• Completion of a recognized Public Safety Communication Course is an asset.
• Experience in emergency response, and / or high-stress call centre environments is preferred.

Key Competencies : Resilience :

• Mental capacity to perform the duties of the position, while having the utmost regard for the safety of the public.
• Ability to navigate through dynamic situations involving a high level of stress and maintaining composure. Keep calm, collective and make quick life changing decisions.
• Solid understanding of a healthy work life balance to manage stress.

Multi-tasking in a fast paced environment :

• Strong multitasking skills with the ability to prioritize tasks and deal withcritical and time sensitive calls for service.
• Ability to confidently make emergency decisions and act on these decisions under strict and definitive policies and procedures.

Customer Service :

• Strong customer service skills with experience influencing others to maintain calm in emergency situations.
• The ability to de-escalate conflict in a professional and tactful manner.

Problem Solving :

• Ability to deal effectively with persons in crisis and work in a stressful environment that requires problem solving, judgement, conflict resolution, communication, teamwork and co-operation.

Testing Process :

Applicants must successfully pass a multi-level CritiCall testing process.

Phase 1 (Criticall)

• Candidates will be tested on CritiCall software which tests short term memory, keyboarding (minimum 40 WPM), spelling, clarity and reading comprehension.
• Call taking skills, such as computer-related multi-taking abilities, data entry skills, memory retention, prioritization, map reading, call summarization and performance under stress.
• If selected, you will receive an email from TEST GENIUS where you will be provided instructions. Please monitor both your inbox and junk / spam for this email.
• Note : Candidates will only be allowed one (1) attempt for CritiCall Testing per job posting. Duplicate applications will not be considered. Only applicants who are successful in the Criticall testing (Phase 1) will proceed to Phase 2 of testing.

Phase 2 (Perfex) :

• A telecommunications simulator test, measuring motor skills, eye-hand co-ordination, multi-tasking, memory retention and performance under stress.

Candidates successful at Phase 2 testing will proceed to the following recruitment stages :

• Interview
• Background Checks (inclusive of a psychological assessment)

Conditions of Employment :

• Must pass medical assessment.
• Must successfully pass the intensive training program :
• Communications Operators must successfully complete an intensive 33-week (paid) training program - comprised of 18 weeks of call-taker training and 15 weeks of dispatch training and which includes classroom and on the job training.Training will include days, afternoons, midnights and weekends. You will be reporting to various locations during your training program, which will be provided to you on the first day of class. You will be expected to participate and will be assessed on quizzes, exams, practical and on-desk training evaluations.
• Must be able to commit to the Communication Operators work schedule . Communication Operators are assigned either the 12-hour or 8-hour schedule that rotate between days, afternoons and nights, according to the needs of the Service.Communication Operators are required to work weekends on a regular basis, depending on their shift schedule, as well as statutory holidays. Communication Services is staffed 24 hours a day, 7 days a week, 365 days year.
• Must be able and willing to commute to work location for the job.NO REMOTE WORK.
• Must be able to understand the serious and stressful nature of the calls I may be required to handle. Communication Operators will handle emergency 9-1-1 and non-emergency calls.The most serious emergencies may include difficult and stressful situations such as violent crimes in progress, suicidal callers and individuals involved in serious accidents.Communication Operators are expected to be calm and make decisions methodically based on their critical thinking skills, TPS protocol and training.
• Must be able to making sound and rapid decisions in a highly fast-paced and stressful environment . Communication Operators will be exposed to difficult situations and require intense concentration for extended periods of time.Due to the nature of the work, Communication Operators are restricted to your workstation, scheduled breaks and lunches are dependent upon workload.

Probationary Period :

18 Months

As a condition of employment, you will need to successfully meet the minimum standards within the 18-month probation period.

• Resumes and cover letters will not be accepted via email. Kindly submit an application online by clicking "Apply for Job" on the job posting.