Hiring - 911 Communications Officer (Casual Position)
Do you have a powerful desire to make a difference in your community and the lives of others?
Do you enjoy a fast-paced, dynamic environment?
BRFA offers a supportive team environment that values a collaborative, respectful and enjoyable workplace which promotes both personal and professional growth. The organization is focused on the well-being of their employees by developing and fostering sustainable mental health practices for long and healthy careers for the first responders.
Core Duties and Responsibilities:
1. Emergency Call Handling
- Receive, evaluate, and prioritize emergency and non-emergency calls for service.
- Obtain critical information from callers to determine the nature, location, and urgency of the incident.
- Provide pre-arrival instructions as required, including safety advice in line with protocols.
2. Dispatching Emergency Services
- Dispatch appropriate fire, community peace officers and other emergency units using radio, computer-aided dispatch (CAD), and other technologies.
- Coordinate and monitor response units, updating responding personnel with relevant, real-time information.
- Maintain contact with field units to ensure responder safety and support operational effectiveness.
3. Information and Data Management
- Accurately document all communications and actions taken in the CAD system and associated records.
- Access, input, and retrieve data from multiple databases, including RMS (Records Management System), GIS, and other public safety information systems.
- Maintain situational awareness across multiple jurisdictions and update incident status as needed.
4. Public Safety Support
- Liaise with emergency service agencies, utilities, transportation, hospitals, and other stakeholders during incidents.
Core Skills:
1. Communication Skills
- Clear Verbal Communication: Speak calmly, clearly, and concisely under pressure.
- Active Listening: Accurately understand and process information, especially from distressed or unclear callers.
- Written Communication: Document incidents precisely and professionally in records and computer systems.
2. Decision-Making and Judgment
- Critical Thinking: Assess situations rapidly and accurately with limited or evolving information.
- Prioritization: Identify urgent calls and dispatch resources accordingly.
- Situational Awareness: Maintain a broad understanding of multiple, simultaneous events and resource deployment.
3. Technical Proficiency
- Computer-Aided Dispatch (CAD): Operate dispatch software efficiently.
- Multiline Phone Systems: Manage multiple incoming calls and prioritize appropriately.
- Radio Operation: Communicate using radio protocols with emergency responders clearly and effectively.
- GIS/Mapping Tools: Interpret and relay location data using mapping and geolocation software.
4. Emotional Intelligence and Stress Tolerance
- Resilience Under Pressure: Remain calm and focused in high-stress, life-threatening, or emotional situations.
- Empathy and Compassion: Engage with callers in distress with professionalism and care.
- Conflict De-Escalation: Handle aggressive or panicked individuals with diplomacy and control.
5. Organizational and Multitasking Abilities
- Attention to Detail: Ensure accuracy in data entry, call details, and dispatch instructions.
- Time Management: Balance and prioritize tasks efficiently during peak demand.
- Task Switching: Handle simultaneous conversations, systems, and workflows without loss of accuracy or effectiveness.
6. Teamwork and Interpersonal Skills
- Collaboration: Work smoothly with fellow communications officers and emergency services teams.
- Adaptability: Adjust quickly to changing protocols, technology, or operational demands.
- Professionalism: Maintain ethical standards, confidentiality, and a respectful attitude at all times.
7. Legal and Procedural Knowledge
- Regulatory Awareness: Understand legislation and protocols relevant to emergency communications (e.g., FOIP, privacy acts).
- Protocol Compliance: Follow operational procedures and dispatch algorithms consistently and correctly.
Requirements:
Minimum education requirement is grade 12 diploma or equivalent.
Hours of Work:
- 12-hour, day and night shifts
Wages:
- Range from $21.87 to $36.29/ HR based on experience.
Interested applicants are invited to submit their résumé and cover letter to: info@brfa.ca. *Please note that only those selected for an interview will be contacted.
