Call Taker/Dispatcher

Call Taker/Dispatcher Job Description

Reporting to the Captain of Communications Division Captain, responsibilities for this position include the following:

Major Responsibilities

• Receives emergency calls from the public and other agencies
• Quickly analyzes the information received from the caller and dispatches the required emergency vehicles
• Efficiently operates console equipment, including telephone, radio, status control and computer aided dispatch
• Follows established procedures in making calm decisions as required in an emergency services environment
• Functions effectively during periods of intense stress by maintaining focus
• Understands personal stressors and takes steps to limit their impact
• Has a good working knowledge of available resources to support emergency scene operations
• Liaise with senior staff to provide situation updates
• Liaise with Toronto Fire Services Apparatus Command Vehicles, Police, Paramedic Services, TTC and other authorities to provide fluent situation updates
• Liaise with communications technical support and other service agencies and reports to ensure proper operation of call during response situation and to ensure continuous and efficient operation of all equipment associated with operating of communication centre
• Demonstrates complete integrity at all times
• Must be able to follow direction of a senior officer
• Protects the confidentiality and privacy of personal public information in accordance with Personal Health Information Protection Act (PHIPA) at all times.

Additional Duties & Responsibilities

• Continually maintain a high standard of professionalism, integrity, reliability, and credibility, which are fundamental requirements for this position
• Function as an integral member of the City of Toronto workforce to support corporate vision and mission statements
• Function as an integral member of the Toronto Fire Service workforce to deliver and support Division specific vision and mission statements
• Function as an integral member of the Toronto Fire Service emergency response team to deliver and support Division specific goals of emergency response and preparedness

Minimum Qualifications & Assets

Applicants are required to demonstrate they meet all the minimum qualifications throughout the recruitment process. Applicant’s resumes need to accurately demonstrate that they need to have all of the certifications, skills and competencies outlined below in order to be selected.

Key Skills & Qualifications

• Must have grade 12 diploma or equivalent as approved by Ontario Ministry of Education.
• Must have minimum of two years of previous customer service experience in a fast-paced, complex, and multi-tasking environment
• Ability to hear and readily relay information accurately with high attention to detail, while operating various methods of communication equipment (computer Aided Dispatch, TTY, portable radios, telephones) despite constant interruptions and distractions
• Must be able to distinguish between colour codes for dispatch functions
• Accurate and efficient keyboarding skills (minimum 40 words per minute)
• Required to onsite and work shifts, including days, nights, weekends, and holidays in a 24/7, 365-day environment
• Able to effectively prioritize and multi-task including handling both call taking and dispatching functions using computer aided dispatch and radio communications systems
• Good knowledge of Toronto streets, major public buildings, and general city topography
• Must be familiar with the Occupational Health and Safety Act and the regulations that apply to this work
• Excellent communication skills with ability to speak clearly, calmly and in an easily understandable manner on radio and telephone
• Problem solving and decision-making ability

Additional Minimum Qualifications

• Analytical mind with keen attention to detail
• Experience with Microsoft Office and Windows operating system
• Must possess service-oriented, professional, interpersonal/interaction skills when dealing with the public, Fire Services staff, and all other levels of City personnel
• Ability to work within a team environment
• Ability to work independently with minimal supervision
• Ability to work and positively interact within a diverse work environment
• Proven abilities to take initiative and be innovative
• Must provide a Criminal Record Check obtained from a police service in Ontario, to the satisfaction of Fire Services

Assets

• Current and valid minimum level C, CPR Certificate issued prior to the date of application submission
• Current and valid minimum level Standard First Aid Certificate by a WSIB approved First Aid Trainer issued no more than 1 year prior to the date of application submission
• NFPA 1061, Standard for Public Safety Telecommunications Personnel Professional Certification
• Successful completion of Association of Public Safety Communications Officials (APCO) training
• Community college certificate in Emergency Communications
• Experience related to Call-taking/Dispatch
• Post-secondary certificate, diploma, or degree
• Possession of Valid Class “G” Ontario Driver’s licence
• Volunteer and community service
• Multilingual
• Commitment to personal and professional development and in continuing education through ongoing learning