Operational Communication Centre (OCC) Shift Manager

Surrey Police Service; Surrey; On-site; CAD 104,000 - 124,000; Full time

Job summary

A municipal police agency is seeking an OCC Shift Manager responsible for overseeing the day-to-day operations of the Operational Communication Centre. This full-time role includes planning, leading a dispatch team, and ensuring efficient emergency communication services for the community. Candidates should have management experience and a degree/diploma in a related field. The position offers a salary range of $104,807 - $123,302 along with a comprehensive benefits package.

Benefits

Extended health and dental coverage

Defined benefit pension

Generous vacation entitlements

Ongoing professional development

Qualifications

• Five years of progressively responsible experience, including management or supervisory roles.
• Working knowledge of personal computers and relevant applications.
• Must obtain and maintain required police clearance.

Responsibilities

• Plan and lead a team in emergency communications services.
• Manage dispatchers and call takers to ensure professional service delivery.
• Ensure compliance with policies and protocols.

Skills

Interpersonal skills

Communication skills

Organizational skills

Independence of judgment

Ability to work in diverse environments

Education

Degree or Diploma in a related field

Tools

CAD software

Job description

Surrey Police Service (SPS)

Operational Communication Centre (OCC) Shift Manager

Regular, Full Time - EXEMPT

Surrey Police Service (SPS) is Surrey’s new municipal police agency. On November 29, 2024, SPS became the police of jurisdiction, and assumed responsibility and command for policing and law enforcement in Surrey. SPS is working to redefine policing with innovative new approaches and community‑based solutions. It’s an exciting time as SPS continues to expand our team with talented people who want to help shape the future of policing in Surrey. To date we’ve hired over 550 police officers and over 450 civilian support staff and will grow to be one of the largest independent police services in Canada. Since day one, SPS has been intentional about building a culture that is inclusive, respectful and supportive, with a strong focus on employee wellness and career development.

POSITION OVERVIEW

Surrey Police Service (SPS) has an exciting opportunity to fill one (1) Regular Full‑Time OCC Shift Manager position. As 1 of 4 shift managers within the Operational Communication Centre (OCC), the successful incumbent will lead the day‑to‑day operations of the OCC in the delivery of emergency communications services to our residents and clients for a given shift. This position is responsible for the leadership of the dispatchers and call takers to meet client needs in a professional and efficient manner. Under the general direction of the Manager OCC, the Shift Manager implements strategies and manages service level standards, liaises with clients and internal departments, performs shift scheduling, meets deadlines and assists other staff in the performance of their duties.

SCHEDULE / HOURS OF WORK

The anticipated schedule for this position is 37.5 hours/week, which includes working a rotating shift 4 on 4 off, including holidays, evening, graveyards and weekends. Please note, the hours are subject to change based on operational needs.

RESPONSIBILITIES

• Plan, organize and lead a highly skilled and passionate team
• Assist staff in managing risk associated to police and public safety.
• Act as the primary contact for police officers requiring information from the OCC.
• Attend briefing sessions as a representative of the OCC.
• Assist in the recruitment, selection and performance management of OCC staff.
• Establish and maintain professional relationships with SPS employees, community agencies, businesses, and other policing agencies.
• Have some working knowledge of troubleshooting technical issues (computers, radios and telephones).
• Plan, develop, promote and evaluate new initiatives annually to support continuous improvement initiatives.
• Demonstrate strong organizational skills by maintaining a variety of correspondence, files and statistics in a timely manner.
• Manages staff at the OCC including recruitment, scheduling, development of staff (i.e., coaching, mentoring, training), discipline, and organizing and delegating work to meet SPS and employee needs.
• Understands and supports the section’s priorities and opportunities while working toward the long‑range vision of the SPS.
• Ensures compliance with appropriate policies and protocols for the work.
• Perform other job‑related duties, as required.

KNOWLEDGE, ABILITY AND SKILL

• Excellent interpersonal and communication skills including the ability to interact/build relationships.
• Ability to work rotating shifts, including holidays and weekends.
• Working knowledge of troubleshooting technical issues (computers, radios and telephones).
• Ability to communicate written and oral instructions and procedures clearly and professionally.
• Demonstrates appropriate independence of judgment in performing the duties of the position within established guidelines.
• Ability to use discretion in the handling of sensitive and/or confidential information.
• Good organizational skills.
• Works independently and in a group setting within a diverse environment.
• Thorough understanding and demonstration of appropriate communication style for sensitive situations.
• Good knowledge of applicable computer software.
• Relevant level of security clearance.

APPLICANT QUALIFICATIONS

• A Degree or Diploma in a related field; a combination of education and experience may be considered.
• Five years of progressively responsible experience, including some management or supervisory, preferably within an Operational Communications Centre.
• Excellent interpersonal and communication skills including the ability to interact/build relationships.
• Strong knowledge and application of HR functions.
• The ability to work rotating shifts, including holidays and weekends.
• Working knowledge of personal computers and relevant computer‑based applications, including CAD.
• All applicants must obtain and maintain the required police clearance throughout their employment with SPS. This role also requires RCMP Reliability Status (security clearance).

BENEFITS & COMPENSATION

Surrey Police Service offers a comprehensive benefits package, including extended health and dental coverage, a defined benefit pension through the Municipal Pension Plan, generous vacation entitlements, and ongoing professional development. Employees also benefit from short‑term and long‑term disability coverage, travel and life insurance, discounted access to City of Surrey recreation facilities, and a dedicated Employee Services team providing personal and family support. With a strong focus on well‑being, career growth, and work‑life balance, SPS is committed to fostering a supportive and rewarding workplace. Note – The aforementioned benefits only apply to eligible full‑time positions within SPS.

• This is a union exempt position.
• The salary range for this position is $104,807 - $123,302 based on 2024 Rates.

Applications must be submitted through our online Careers page. This posting will remain open until 11:55pm on January 16, 2026; however, applications will be reviewed on an ongoing basis. We encourage interested candidates to apply as soon as possible, as the posting may close earlier if a suitable candidate is selected.

For updates on recruitment opportunities and other Surrey Police Service news, follow us on LinkedIn, Instagram, Facebook, and X (formerly Twitter).

Thank you for your interest in working with SPS. We pride ourselves on hiring members that model the mission, vision, and values of SPS through unquestioned integrity and sustaining a visible, credible, inclusive, and respected profile.