Emergency Communications Officer

City Of Edmonton; Edmonton; On-site; CAD 73,000 - 92,000; Full time

Job summary

An established industry player is seeking dedicated Emergency Communications Officers to join their team. This role is vital for operational policing, requiring individuals to manage critical emergency calls while providing exceptional customer service. Successful candidates will work in a dynamic environment, handling various responsibilities, including answering 9-1-1 calls, evaluating police responses, and dispatching units. With opportunities for professional development and comprehensive training, this position promises a rewarding career in public safety. If you thrive in high-pressure situations and are passionate about serving your community, this is the perfect opportunity for you.

Benefits

Paid training

Comprehensive benefits package

Opportunities for advancement

Work-life balance

Qualifications

• Ability to perform duties in a shift work environment, 24/7.
• High level of integrity, confidentiality, and critical thinking.

Responsibilities

• Answering and triaging 9-1-1 calls and dispatching police units.
• Providing excellent customer service in high-stress situations.

Skills

Critical thinking skills

Customer service orientation

Effective communication

Typing skills

Multi-tasking skills

Geographical knowledge of Edmonton

Ability to manage stress

Knowledge of police practices

Education

Completion of Grade 12 or equivalent

Emergency Communications and Response Certificate

Tools

Computer Aided Dispatch (CAD) software

TTY (Teletype) systems

Job description

Job Description - Emergency Communications Officer (51365)

Job Number

51365

This posting is for a variety of Permanent Full-time, Temporary Full-time and Casual On-going positions. It will remain open for recruitment indefinitely.

The Emergency Communications and Operations Management Branch (ECOMB) is seeking applications for 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 three distinctive roles: 1) Answering/triaging 9-1-1 calls, 2) Call evaluation of police emergency and non-emergency calls, and 3) Dispatch of police and specialized units.
• 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.
• In all three 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.

Qualifications

• Ability to perform duties in a shift work environment (24/7, 365 days/year).
• 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.
• As part of your pre-hire screening, you will be required to complete an Enhanced Security Clearance and suitability screening including social media checks.
• Successful applicants will be required to complete a comprehensive multi-phase training program including intensive scenario-based training, classroom lectures and practical job shadowing. Training is fully paid at regular salary rates.

Hours of Work

Average of 40 hours per week for the Permanent Full-time and Temporary Full-time positions to provide 24 hour coverage, 7 days per week, 365 days per year. Casual On-going positions are required to commit to full time hours (40 hours per week) during their initial training and 1 shift per week thereafter.

Salary Range

Job Level: 21B, Salary Grade: 050, $35.09 - $43.87 (Hourly), $2,807.30 - $3,510.20 (Bi-Weekly), $73,270.01 - $91,617.26 (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

Opportunity Concept Level: 21C, Salary Grade: 023, $29.53 - $33.70(Hourly), $2,362.70 - $2,696.40 (Bi-Weekly), $61,666.99 - $70,376.04 (Annually).

• Completion of Grade 12 or equivalent required
• Minimum of two years of customer service-related experience

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 covering letter with your online application.

Posting Date

Jan 7, 2025

Closing Date

October 31, 2025 11:59:00 (MST)

Number of Openings (up to)

15 - Permanent and Temporary Positions Full-time and Part-time