Operational Support Centre Dispatcher (Anticipatory)

i&u TV Produktion GmbH; Ottawa; On-site; CAD 69,000 - 91,000; Full time

Job summary

A leading company, the Parliamentary Protective Service, is seeking an Operational Support Centre Dispatcher. This role involves monitoring security systems, managing emergency calls, and ensuring effective communication. Ideal candidates will have recent call centre experience and a secondary school diploma, providing crucial support in a dynamic environment.

Benefits

Paid Training

Health, dental, and vision care insurance plans

Public Service Pension Plan

Minimum 4 weeks of paid vacation

Free on-site fitness facilities

Qualifications

• Recent and significant experience working in a call centre.
• Experience handling inbound and outbound calls from clients.
• Computer proficiency with databases and word processing.

Responsibilities

• Monitor parliamentary security systems to support frontline members.
• Operate integrated security systems including access control and video equipment.
• Disseminate accurate and timely information using dispatch systems.

Skills

Client Service Orientation

Teamwork and Collaboration

Communication

Attention to detail

Education

Secondary school diploma

Job description

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Operational Support Centre Dispatcher (Anticipatory)

Reference number: PPS25J-023188-000054

Selection process number: 25-PPS-SPP-127

Parliamentary Protective Service - Operations Services Sector, Operational Support Center (OSC) Branch

Ottawa (Ontario)

ZZ-TRA-00 - PSG-06

$69,040 to $90,849 (Annual salary is based on a 35-hour work week)

For further information on the organization, please visit Parliamentary Protective Service

Closing date: 8 July 2025 - 23:59, Pacific Time

Who can apply: Open to Canadian citizens or permanent residents residing in the National Capital Region.

Apply online

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

Please note that all answers submitted must be original work. Plagiarism of any kind, including responses generated by artificial intelligence (AI), is strictly prohibited, and may result in disqualification from the application process.

Duties

• Monitors parliamentary security systems and displays to provide situational awareness support to front line members;
• Operates integrated security systems, which include access control, intrusion detection and closed-circuit video equipment;
• Monitors various systems for data input and integrity; retrieves, analyzes, deciphers, records and relays accurate and timely information using a computerized dispatch system, incident reporting and record management system and various other database systems;
• Operates multi-line telephone systems, radio systems, parliamentary emergency notification and alerting systems; responds to emergency and routine calls; determines the requirement for emergency assistance and transfers calls to the appropriate agencies, division, unit or individual;
• Assesses threats and risks related to calls for service and alarms; gathers critical information to initiate appropriate response; prioritizes response;
• Dispatches, monitors status, provides situational updates, and keeps track of on duty units and resources using various telecommunications devices and systems;
• Acquires necessary information to analyze and anticipate escalating or deescalating situations; provides support to resolve problems, issues and complaints; assesses and provides suitable information and actions as deemed necessary to deal with the situation;
• Ensures active offer of service to employees and the public in both official languages.
  
  

Work environment

The Parliamentary Protective Service (PPS) is a separate and distinct organization and is not subject to the Public Service Employment Act. PPS has its own classification, compensation system and staffing regime. Persons appointed to PPS continue to be part of the federal government and will receive the public service pension plan and public service insurance benefits plan.

What We Offer:

• Paid Training
• Health, dental, and vision care insurance plans
• Public Service Pension Plan
• 35-hour standard work week
• Minimum 4 weeks of paid vacation
• Free on-site fitness facilities
• Employee and Family Assistance Program (GreenShield+)
• Centrally located in downtown Ottawa
• Proximity to O-Train Parliament Station
  
  

Intent of the process

The purpose of this recruitment and selection process is to establish a pool of qualified and/or partially qualified candidates for anticipatory needs of various tenures.

The pool may also be used in the future to staff similar positions within the PPS and for other organizations.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Education:

A secondary school diploma or a combination of education, training and/or experience.

Degree equivalency

Experience:

E1 - Recent* and significant** experience working in a call centre which includes using various emergency tools while respecting and adhering to protocols, policies and guidelines.

E2 - Recent* and significant** experience handling inbound and outbounds calls from clients and collecting data.

E3 - Recent* and significant** experience using a computer or computer applications such as databases and word processing.

Definitions:

• Recent means within the past five (5) years.
• Significant is defined as the depth and breadth of experience normally associated with having performed a broad range of complex activities related to this task, which are acquired on a full-time basis for over a given period of time.
  
  

The following will be applied / assessed at a later date (essential for the job)

Bilingual - Imperative (BBC/BBC)

In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your written expression and reading comprehension in your second official language is available for you to take before completing your application.

Try out the self-assessment tests for written expression and reading comprehension by visiting: https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service/self-assessment-tests.html

Information on language requirements

Knowledge:

K1 - Knowledge of the Parliamentary Protective Service.

Competencies:

C1 - Teamwork and Collaboration

C2 - Thinking Skills

C3 - Client Service Orientation

C4 - Communication

C5 - Leadership

Other Competencies:

C6 - Self-management

C7 - Attention to detail

C8 - Dependability

C9 - Effective Interpersonal Skills

The following may be applied / assessed at a later date (may be needed for the job)

ASSETS

Education:

911 dispatcher and emergency response communicator diploma.

Degree equivalency

Experience:

AE1 - Experience working in a security or law enforcement work environment.

AE2 - Experience working in an emergency communications centre and/or in a Public Safety Answering Point (PSAP).

AE3 - Experience as a 911 dispatcher.

AE4 - Experience working at the Parliamentary Protective Service.

AE5 - Experience using a computer aided dispatch system (CAD).

Operational Requirements:

• The successful candidate(s) will be required to undergo and succeed mandatory training for the position.
  
  

Ability And Willingness To:

• work in an environment or situation involving firearms;
• work shift work;
• testify in court of law if required;
• work on short notice and overtime to meet operational needs;
• be exposed to emotionally charged clients and incidents which may be traumatic, violent and disturbing;
• work in a confined or restrictive workspace, wear a headset, and exposure to multiple computer screens, and noise disturbances for extended periods of time;
• undergo testing to meet the medical profile standards established for the position (hearing test and color blindness test).
  
  

Conditions of employment

You Must Be Eligible To Obtain Both a Site Access Clearance And An Enhanced Reliability Status. The Process Involves a Background Investigation That Includes:

• a loyalty assessment;
• law enforcement verifications;
• credit and financial verifications;
• a security interview wherein questions may include (but not limited to), previous employment, online activities, financial situation, alcohol and/or drug use;
• personal references as well as previous employers will also be contacted as part of the security screening process.
  
  

You must also consent to completing a personal history questionnaire, be fingerprinted, and photographed.

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Information on employment equity

Please visit PPS web site under Careers > Opportunities or at https://pps.parl.ca/ for guides that will help you prepare your application and for an interview.

We will only accept online applications received through the GC Employment website.

We also encourage veterans of the Canadian Armed Forces to self-identify when applying to our job opportunities.

All communication (screening, assessments, invitations, results) with applicants will be done by e-mail. Ensure that the e-mail address provided is valid, always functional and accepts messages from unknown users.

To submit your on-line application, you will first need to create an account on the GC Jobs website. Once your account is created, return to the job poster, and select the button "Apply Online" below. Candidates who are unable to apply online must contact the person listed below prior to the closing date.

It is your responsibility, as a candidate, to clearly demonstrate how you meet each qualification (education, experience, and assets) by answering the screening questions in the online application. You must provide concrete specific examples to illustrate how you meet each criterion identified in the questions. Your answers must include where and how you obtained the required experience, as well as the period(s) in which you performed the functions of the position(s). Candidates will not be solicited for incomplete or missing information.

Candidates are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

Various assessment tools may be used to evaluate candidates during the selection process.

Depending on the number of applicants volume management strategies may be used for the purpose of managing applications.

Candidates must meet the essential qualifications, including the linguistic requirement, to be appointed to a position.

Relocation and travel expenses incurred during the recruitment and selection process are the applicant's responsibility.

We thank all those who apply. Only those selected for further consideration will be contacted.

Contact information

Catherine Deacon, Talent Management Advisor [e-mail]

Apply online