Dispatch Supervisor, Protection Services Operations Centre (PSOC)

Interior Health; Kelowna; On-site; CAD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Dispatch Supervisor to lead a dedicated team in the Protection Services Operations Centre. This full-time permanent role in Kelowna involves supervising staff, managing communication systems, and ensuring the security of persons and property. You'll play a crucial role in maintaining operational efficiency and safety, while also contributing to staff training and development. Join a supportive environment that values work-life balance and offers comprehensive benefits, including employer-paid training and insurance. If you're ready to make a significant impact in a dynamic setting, this position is for you.

Benefits

Employee & Family Assistance Program

Employer paid training/education opportunities

Employer paid vacation

Employer paid insurance premiums

Extended health & dental coverage

Municipal Pension Plan

Work-life balance

Qualifications

• Grade 12 with two years of recent related experience, including supervisory experience.
• Basic Security Training Certificate is required.

Responsibilities

• Supervise staff, schedule work assignments, and handle performance reviews.
• Operate communication systems and monitor security systems during emergencies.

Skills

Effective Communication

Supervisory Skills

Problem Solving

Organizational Skills

Physical Ability

Education

Grade 12

Basic Security Training Certificate

Tools

VOIP Telephone Switchboard

Two-way Radios

Mass Notification Systems

Computer Terminal

Job description

Position Summary
Interior Health is looking for a Dispatch Supervisor, Protection Services Operations Centre (PSOC) to join the team on a Full time permanent basis from our Kelowna location.

What we offer:

1. Employee & Family Assistance Program
2. Employer paid training/education opportunities
3. Employer paid vacation
4. Employer paid insurance premiums
5. Extended health & dental coverage
6. Municipal Pension Plan
7. Work-life balance

Posting Job Summary:
In accordance with the established vision and values of the organization and under the supervision of the Coordinator, Protection Services Operations Centre, the Supervisor Security is responsible for leading assigned staff on shift and communicating with the Coordinator, Relational Protection Services Operations Centre and Manager on-call, after business hours, as required. The Supervisor ensures the staff on shift follow departmental policies and procedures at the direction of the Coordinator, Relational Protection Services Operations Centre. The Supervisor also maintains and enforces security of persons and property in accordance with established policies and procedures.

Typical duties and responsibilities:

1. Supervises assigned staff by performing duties such as scheduling and coordinating work assignments, calling in relief staff and determining the orientation and training requirements of Dispatchers.
2. Assists with performance reviews of Dispatchers by providing the Coordinator, Relational Protection Services Operations Centre with reports regarding assigned work, and other performance indicators.
3. Uses a collective team-based approach to promote mutual problem solving within the department, and proactively anticipates and resolves issues, and makes recommendations regarding dispatch standards and procedures.
4. Operates a VOIP telephone switchboard and a computer terminal to answer internal and external calls; connecting calls to appropriate locals; outside agencies; transferring calls as required; and providing information of a general nature.
5. Receives emergency and non-emergency calls and records significant information; prioritizes calls according to urgency and importance using established procedures. Processes after-hours calls to on-call personnel.
6. Supports the creation, collection, dissemination and retrieval of reports, data, and activity. Enters and maintains call logs and tracking of requests.
7. Operates various communication systems, including but not limited to phones, two-way radios, mass notification systems, etc, to contact appropriate personnel according to established procedures. Communicates information verbally and by way of electronic mail following established departmental policies and procedures.
8. Monitors various security and life safety systems, including alarm monitoring, video management systems, access control, etc. and follows established communications procedures in emergency situations such as Code Red, Blue, Orange, Green, Yellow, Black, White, Brown, Grey and other Codes as directed. Functions as a Control Centre in emergencies.
9. Participates in electronic access card and photo ID programs through methods such as processing photo ID requests, and access changes.
10. Reports communications equipment malfunctions as required.
11. Provides field units with information about orders, traffic, obstacles and requirements.
12. Participates in the training and orientation of new staff to applicable software and programs, as well as the established guidelines and procedures for the position.
13. Reviews reports to ensure accuracy and appropriate handover across shifts.
14. Conducts preliminary investigations following accidents/injury of Protection Services Dispatchers.
15. Assists in the creation and adaptation of policies and procedures as new systems come into place and assists in creating departmental policies to ensure balanced workload.
16. Performs other related duties as assigned.

Qualifications

Education, Training and Experience:
• Grade 12 and two years' recent related experience, one year of related experience in a supervisory position, or an equivalent combination of education, training and experience.
• Basic Security Training Certificate (No active license required)

Skills and Abilities:
• Ability to communicate effectively both verbally and in writing.
• Ability to deal with others effectively.
• Ability to supervise.
• Physical ability to carry out the duties of the position.
• Ability to organize work.
• Ability to operate related equipment.