Police Communicator/Dispatcher

Talent Pool Builder; Guelph; On-site; CAD 40,000 - 60,000; Full time

Job summary

Talent Pool Builder is seeking a Public Safety Dispatcher in Ontario to handle 911 and non-emergency calls, dispatch officers and monitor radio channels. The role requires strong communication, calm under pressure and meticulous attention to detail.

You will use CAD, CPIC, PARIS and RMS systems to ensure accurate records while supporting frontline officers and safeguarding the public. This on-site position demands teamwork and the ability to manage multiple tasks efficiently.

Qualifications

• Answer and triage 911 and non-emergency calls efficiently.
• Maintain caller information with clear questions, empathy and accuracy.
• Monitor and coordinate radio transmissions to assist officers.
• Maintain records across CAD, CPIC, PARIS and RMS with accuracy.

Responsibilities

• Responding to Telephone Calls: answer all incoming 911, non-emergency, and other services with clarity and empathy.
• Supporting Officers: dispatch, monitor radio, and relay essential information to responders.
• Records Management: enter and update data in CAD/CPIC/RMS to keep records complete and protected.
• Other: perform additional duties as assigned.

Skills

Customer Service

Communication

Interpersonal Skills

Attention to Detail

Productivity

Teamwork

Computer/Technical Skills

Education

Secondary school graduation diploma or equivalent

Recognized Public Safety Communications Certificate

Tools

CPIC

PARIS

CAD

RMS

Job description

POSITION SUMMARY:

To enable quick response time by obtaining accurate and complete information when answering emergency and non-emergency telephone calls from the public, while ensuring callers’ safety during the call. Respond efficiently and appropriately to calls from the public by dispatching officers or transferring administrative calls for service. Support officers by operating, monitoring and responding to all radio transmissions on relevant radio channels. Ensure records and information are complete by correctly operating several police computer systems (e.g. CAD, CPIC, PARIS) and the service Records Management System.

MAJOR RESPONSIBILITIES:

Responding to Telephone Calls:

Effectively and efficiently answer all incoming 911, non-emergency, text with 9-1-1 and other services to enhance access for Deaf, Deafened, Hard of Hearing and Speech Impaired individuals and administrative calls by determining the nature of the call, prioritizing it correctly and initiating the appropriate response (e.g. forward calls, dispatch officers, refer callers to outside agencies). Ensure complete and accurate information is obtained from caller through the use of clear questions, a calm demeanour and empathy, where appropriate. Adjust communication style to meet needs of caller (e.g. language barrier, emotional state), while maintaining control over the flow of information. Adhere to appropriate policies when dealing with calls (e.g. suicidal caller, hostage situation). Provide appropriate and relevant information to outside agencies/parties as required, and within the bounds of confidentiality issues.

Highlighted Competencies: Customer Service, Communication, Interpersonal Skills, Job Knowledge, Attention to Detail

Supporting Officers:

Effectively administer the dispatch system to provide as clear an understanding as possible of the context of the situation when dispatching officers, to enable officers to respond most efficiently. Maintain radio contact with officers at a scene, to provide further information and protect officer safety. Monitor and respond to radio requests from officers in a timely fashion. Use codes and accepted radio terminology correctly to increase efficiency and understanding of officers. Compile information from multiple computer screens and relay this information to officers attending a scene. Conduct required daily/weekly equipment checks to ensure all systems are functioning correctly.

Highlighted Competencies: Customer Service, Productivity, Teamwork, Computer/Technical Skills, Communication, Interpersonal Skills, Job Knowledge

Records Management:

Enter and update all appropriate information into the computer systems (e.g. CPIC, PARIS, RMS) to maintain accurate records. Protect confidentiality of information by adhering to policies and procedures where they exist. Maintain logs (e.g. CAD info, tow, premise warnings, daily orders, car) to allow for an informed and complete response when required. Perform basic troubleshooting if computer system fails.

Highlighted Competencies: Attention to Detail, Computer/Technical Skills, Productivity

Other:

Responsible for any other duties as assigned.

JOB COMPETENCIES:

• Ø Job Knowledge
• Ø Customer Service (Internal & External)
• Ø Productivity
• Ø Teamwork
• Ø Computer/Technical Skills
• Ø Continuous Improvement
• Ø Communication (Oral & Written)
• Ø Attention to Detail
• Ø Interpersonal Skills

QUALIFICATIONS:

• Secondary school graduation diploma or equivalent
• Recognized Public Safety Communications Certificate (Ministry accreditation training) is desirable
• 3-6 months previous experience
• Exceptional communication and interpersonal skills
• Strong organizational and time management skills
• Ability to organize and prioritize multiple tasks at one time
• Ability to problem-solve quickly and under intense pressure
• Must be fluent in English, both oral and written
• Must successfully pass Criticall dispatcher/call taker testing and any other pre-employment testing as required
• Must be able to complete and pass the psychological testing component
• Ability to operate a personal computer

WORKING ENVIRONMENT:

• Climate controlled office
• Extensive sitting, listening and mental concentration
• Some lifting (approximate maximum of 20 lbs.) extensive digital dexterity for computer work
• Hours of work vary and may require some extended shifts to meet multiple deadlines

We thank all applicants; however, only those selected to move forward will be contacted.