Telecommunications Supervisor

City of Lloydminster; City of Lloydminster; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Telecommunications Supervisor to oversee the operations of an essential communications center. In this pivotal role, you will lead a team of telecommunications operators, ensuring the highest standards of service and compliance with safety protocols. You will be responsible for developing procedures, managing budgets, and fostering a culture of inclusion and excellence. This position offers the opportunity to make a significant impact on public safety operations while working in a dynamic environment. If you are a motivated leader with a passion for communication and public service, this is the perfect opportunity for you.

Qualifications

• 3 years experience in communications dispatching in a public safety communications centre.
• Minimum of 2 years supervisor experience in a union environment preferred.

Responsibilities

• Supervise telecommunications operators and ensure compliance with policies.
• Develop Standard Operation Procedures and ensure safety compliance.

Skills

Effective communication

Time management

Problem-solving

Supervision

Customer service

Education

One-year post-secondary certificate in Emergency Communications

Tools

Solacom

Firepro

MRF

PRO QA

CPIC

CIIDS

PROS networks

Job description

Position Posting

Telecommunications Supervisor

(1 Position Available)

Term of Employment: Full-Time, Continuing

Rate of Pay: Out-of-Scope, Band 4

Location: RCMP Detachment

Duties: Reporting to the Manager, RCMP Admin, the Telecommunications Supervisor is responsible for the daily operations of the Lloydminster Operational Communications Centre (LOCC). This includes supervision of telecommunications operators and ensuring all 911, City of Lloydminster and RCMP policies and procedures are followed.

Leadership and Supervision

• Provide direction to employees by planning, assigning and supervising work.
• Review daily time sheets for authorization.
• Ensure proper organization and scheduling of activities as required for the most cost effective and efficient use of assigned staff and maintain favourable personnel relations.
• Undertakes the necessary steps involved with the hiring process; trains staff and ensures optimal performance from all assigned staff.
• Sets clear expectations, monitors, evaluates, and ensures performance discussions are being completed, maintaining two-way dialogues on work and results.
• Creates a culture that values, supports, and reflects diversity, equity and inclusion.
• Ensures employees have the appropriate training to complete their assigned duties.
• Review work performance of employees and ensure quality work is achieved following policies and procedures set by the Alberta 911 Standards, City of Lloydminster and the RCMP.
• Assist dispatchers with difficult and complex calls and dispatches; serves as the technical expert over complaint taking and dispatching operations, conducts quality assurance reviews of calls and dispatches; and operates a telephone and radio console to respond to a variety of emergency and non-emergency services.

Safety and Environment

• Develops required Standard Operation Procedures (SOPs) and Safe Work Practices (SWPs).
• Ensures regulatory and Occupational Health and Safety compliance with all aspects of operations.

Budget Management

• Assists in budgeting for revenues and expenses for operating and capital budgets.
• Understands the implications of financial decisions and impact on the department.

Communication/Customer Service

• Build cohesive relationships with suppliers, contractors and other City Departments with a strong focus on customer service.
• Respond to complaints and inquiries from the public, maintains good public relations and a high quality of service to the public.

Operations

• Ensures the operational readiness of equipment related to the 911 Public Safety Answering Point, City of Lloydminster and RCMP Call Management System, radio systems and the departments computer aided dispatch systems (CAD) for the RCMP and the City of Lloydminster.
• Make minor repairs to communication systems, analyzes problems and makes referrals to appropriate sources of service.
• Maintains continuous reviews and auditing of calls to ensure the Provincial 911 standards are in compliance, as well as policies and standards for the City of Lloydminster and the RCMP.
• Continuous monitoring of operators utilizing these systems, ensuring compliance of standard operating procedures in place. Assist with preparing and compiling analytical and statistical reports as required from the City of Lloydminster, RCMP, Alberta Provincial 911 Team.

Other

• Other related duties as required.

Schedule: Normal working hours are Monday through Friday 8:00 a.m. to 5:00 p.m., however there may be the occasional requirement to work outside of these standard hours and to be on call.

Qualifications

• Completion of a one-year post-secondary certificate in a related field such as Emergency Communications and Response from a recognized institution.
• 3 years experience in communications dispatching in a comparable public safety communications centre or related field.
• Previous RCMP telecommunications experience is desired.
• Minimum of 2 years supervisor experience in a union environment is preferred.
• Knowledge of a 24 hour emergency communication centre including familiarity with public safety functions and concerns and of the public safety communication’s environment, demands, requirements and related laws and regulations.
• Understand RCMP policies and procedures including criminal code, federal and provincial statues, municipal bylaws, and the Canadian legal system and court documents.
• A combination of formal knowledge and experience may be considered.
• Ability to communicate effectively, both verbally and in writing, and to deal with complaints in a tactful manner.
• Must be proficient with computers with basic to intermediate knowledge in Solacom, Firepro, MRF, PRO QA, CPIC, CIIDS, and PROS networks.
• Ability to establish and maintain effective working relationships with the public, contractors, and other City employees.
• Ability to maintain a high standard of ethics and confidentiality.
• Exceptional time-management skills with the ability to manage competing priorities while maintaining accuracy.
• Ability to work independently and effectively with a team. Must be able to multitask, be flexible, well organized.

Pre-Employment Requirements

• Must possess or be able to obtain an RCMP issued Enhanced Reliability Security Clearance.
• Successful applicant must provide proof of qualifications.
• Applicants with international education will be required to include an Academic Credential Assessment with application.

Closing Date: May 6, 2025

Posting Type: Internal & External

Application Information: The City of Lloydminster is an equal opportunity employer. If you have questions or require further information on this position, please contact us. All applications must be sent to the Employee Relations team and received by the closing date.