Communications & Technology

Call Taker/Dispatcher Job Description

Reporting to the Captain of Communications Division, 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.

In addition to the above duties the successful candidates are required to:

• 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

Your application must describe your qualifications as they relate to the following:

Must possess:

• 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

Must also possess:

• 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

Note

• Must provide a Criminal Record Check obtained from a police service in Ontario, to the satisfaction of Fire Services
• Must successfully pass CritiCall communications testing
• Must pass in-house entry level TFS exam(s)
• Psychometric testing may be required

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
• Volunteer and community service
• Multilingual
• Commitment to personal and professional development and in continuing education through ongoing learning

Radio Technician Job Description

Under the direction of a Division Captain, as a Firefighter, Information and Communications Systems within the Radio section the successful candidate will be responsible for the installation, repair and preventative maintenance of various telecommunications, data communications and electronic equipment, as well as the provision of technical guidance to field personnel.

The primary functions associated with the Firefighter Information & Communication Systems, Toronto Fire Services include, but are not limited to, the following core services:

• Provide technical support/maintenance of: Communications Centre control equipment; Radio Communications equipment; Fire Station Alerting subsystems, voice logging systems, switching equipment; Dispatcher consoles; RF equipment; repair of Communications peripherals
• Limited design/fabrication of custom assemblies
• Maintenance of CAD (Computer Aided Dispatch) to radio and Fire Station Alerting (e.g. SCADA) interfaces
• Specialized installation of radio and related equipment in Fire vehicles and stations
• Ascertain and repair faults in a variety of telecommunications equipment (e.g. mobile and portable radios, mobile data terminals, antenna subsystems) using a variety of diagnostic test equipment including software based applications and interfaces
• Ascertain and repair malfunctions in various digital, GPS, marine equipment and components, P.A. equipment
• Install and service radio communications equipment, mobile data terminals, audio and video equipment, monitors, computer equipment, etc.
• Service and perform preventative maintenance on all telecommunications and various electronic equipment as scheduled
• Test and evaluate electronic equipment and prepare reports
• Perform field service on all types of electronic equipment where it is impractical for the equipment to be brought to the shop for service
• Performs typical duties inherent to the job (e.g. fabricates equipment to meet special requirements)
• Must be able to follow direction of a senior officer

In addition to the above duties the successful candidates are required to:

• 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 Services workforce to deliver and support Division specific vision and mission statements
• Function as an integral member of the Toronto Fire Services emergency response team to deliver and support Division specific goals of emergency response and preparedness

Minimum Qualifications

• 18 years of age or older
• Legally entitled to work in Canada
• Must possess a valid Ontario Driver’s License Class “G” and meet the requirements necessary to receive a City Equipment Operator’s License
• Post-secondary degree/diploma in the field of Electronics, Telecommunications, Computer Science or an approved equivalent combination of education, training and experience
• Considerable experience troubleshooting at an advanced skills level at both the system and component level
• Working knowledge of SCADA systems
• Experience and knowledge of trunked and conventional two-way radio systems
• Experience and knowledge of RF propagation and coverage techniques, i.e. Simulcast, Voting, Enhancers, Antenna arrays, etc.
• Working knowledge of Public Safety Communications
• Working knowledge of Fire Station Alerting platforms
• Experience using MS Office (Word, Excel etc.)
• Must be able to participate in the on call rotation, 24 hour 7 days per week basis
• Must be physically capable of performing required duties
• Mechanical aptitude
• Must be familiar with the Occupational Health and Safety Act and the regulations that apply to this work
• Ability to work effectively under stressful conditions
• Well-developed verbal and written communication skills with an ability to prepare reports and statistics
• Well-developed problem solving /analytical skills with considerable experience analyzing and synthesizing information from operational systems in order to determine root cause
• Interpersonal/Interaction skills when dealing with the public, Fire Services staff and other personnel
• Ability to work within a team environment
• Ability to work independently with minimum supervision
• Takes initiative
• Ability to work and positively interact within a diverse work environment
• Ability to effectively prioritize tasks/demands
• Customer service skills
• Psychometric testing may be required

Assets

• Vendor certification(s) in area of specialization
• ITIL Certification(s)
• Familiarity with Project management principals
• Experience with large scale system implementation
• Commitment to personal and professional development and in continuing education through ongoing learning

Assessment of Candidates

May include the pre-screening of candidates, resume reviews, interviews, presentations, tests or exercises, which may be in addition to any listed in this document or in the job posting.

Additional Requirements

Medical Clearance:

Prior to being hired, the successful candidate may be required to participate in the following:

1. Participate in a comprehensive medical examination, and
2. Receive medical clearance by TFS Chief Medical Officer.

Employee Reference Check Clearance:

Prior to being hired, the successful candidate must:

1. Provide at least three employment references, and
2. Receive employment reference clearance from TFS.

Criminal Reference Check Clearance:

Prior to being hired, the successful candidate must:

1. Provide a criminal record check from their local Police Service, and
2. Receive criminal reference check clearance from TFS.

IT Systems - CAD/RMS Job Description

Under the direction of a Division Captain, as a Firefighter, Information and Communications Systems within the CAD/RMS section the successful candidate will be responsible for supporting and maximize benefits from TFS specific technology environments utilized to support program delivery.

The primary functions associated with the Firefighter Information & Communication Systems, Toronto Fire Services include, but are not limited to, the following core services with a focus on the required area of specialization:

• Provides support of software and hardware. This includes the implementation, installation, configuration, maintenance, security administration, account management, performance tuning, upgrade, firmware/software update and patching of multiple Intel and Linux servers, client work stations, network switches, telecommunication devices, Network Operating Systems (NOS), Storage Area Network (SAN), data centre equipment, backup devices, applications and tools
• Provides helpdesk for Fire applications, including routine maintenance and performs backups and data restoration when required
• Evaluates the efficiency and effectiveness of deployed or future technology and determines information systems strategies. Analyzes business requirements, conducts feasibility and cost/benefit studies
• Assesses information technology and data/systems needs and requirements of the Division and identifies and evaluates feasibility of various technological options using current best practices.
• Assesses impact of technology on service delivery/resources/business and costs/savings, and develops recommendations, including opportunities for maximizing technology and improving efficiency of business practices
• Assists in the development, testing and configuration of the specific applications and the fine tuning and implementation of upgrades, new releases and enhancements to the applications and systems
• Liaises with the software suppliers to resolve technical problems, maintains up to date knowledge of new releases and changes to applications
• Designs system specifications; preparing requirements for ensuring proper system testing, implementation and operation
• Prepares system and user documentation and network diagrams to facilitate transfer of knowledge and provides consultation, technical support and user training to the Division on the specific technology application being implemented
• Liaises with internal stakeholders to analyze and resolve system software and related operational problems
• Participates as a member of the Systems Team and serving on project teams engaged in, e.g. development of technology performance standards; evaluating or developing new utility routines and providing practical technological input to innovative applications design and development approaches
• Performs complex analysis, programming and manipulation of source data from Oracle and other data that supports the business organization
• Monitors networks and systems for performance and capacity
• Performs analysis of software and hardware using diagnostic tools to ensure the optimum operation and maintenance of technology solutions
• Maintains an up to date understanding of City information and technology platforms and applies this understanding to enhance information and technology usage for TFS
• Must be able to follow direction of a senior officer

In addition to the above duties the successful candidates are required to:

• 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 Services workforce to deliver and support Division specific vision and mission statements.
• Function as an integral member of the Toronto Fire Services emergency response team to deliver and support Division specific goals of emergency response and preparedness

Minimum Qualifications

• 18 years of age or older
• Legally entitled to work in Canada
• Must possess a valid Ontario Driver’s License Class “G” and meet the requirements necessary to receive a City Equipment Operator’s License
• Post-secondary degree/diploma in the field of Computer Science, Computer Engineering, Information technology or an approved equivalent combination of education, training and experience
• Considerable experience in the requested area of specialization (infrastructure, Data Centre, Application, Database, Network, GIS, BI etc.)
• Proven technical and analytical skills to develop, support, and adapt complex applications such as mission critical fire dispatch systems and data centre operations
• Experience in tuning and monitoring technical environments to optimize performance utilizing tool sets typical of the area of specialization
• Experience using MS Office (Word, Excel etc.)
• Must be able to participate in the on call rotation, 24 hour 7 days per week basis
• Must be physically capable of performing required duties
• Mechanical aptitude
• Must be familiar with the Occupational Health and Safety Act and the regulations that apply to this work
• Ability to work effectively under stressful conditions
• Well-developed verbal and written communication skills with an ability to prepare reports and statistics
• Well-developed problem solving /analytical skills with considerable experience analyzing and synthesizing information from operational systems in order to determine root cause
• Interpersonal/Interaction skills when dealing with the public, Fire Services staff and other personnel
• Ability to work within a team environment
• Ability to work independently with minimum supervision
• Initiative
• Ability to work and positively interact within a diverse work environment
• Ability to effectively prioritize tasks/demands
• Customer service skills
• Psychometric testing may be required

Assets

• Vendor certification(s) in area of specialization
• ITIL Certification(s)
• Familiarity with Project management principals
• Experience with large scale system implementation
• Commitment to personal and professional development and in continuing education through ongoing learning

Assessment of Candidates

May include the pre-screening of candidates, resume reviews, interviews, presentations, tests or exercises, which may be in addition to any listed in this document or in the job posting.

Additional Requirements

Medical Clearance

Prior to being hired, the successful candidate may be required to participate in the following:

1. Participate in a comprehensive medical examination, and
2. Receive medical clearance by TFS Chief Medical Officer.

Employee Reference Check Clearance

Prior to being hired, the successful candidate must:

1. Provide at least three employment references, and
2. Receive employment reference clearance from TFS.

Criminal Reference Check Clearance

Prior to being hired, the successful candidate must:

1. Provide a criminal record check from their local Police Service, a
2. Receive criminal reference check clearance from TFS.
3. nd

Business Intelligence/Data Analyst Job Description

Reporting to the Captain within Business Analytics and Decision Support Division of the Toronto Fire Services, the Analyst will be responsible for providing business intelligence (BI) or geospatial analysis and data services for turning data into critical information and insights that can be used for making sound business decisions. The primary functions associated with the role include, but are not limited to the following core services, with a focus on area of specialization in business intelligence or geographic information systems.

Major Responsibilities

• Support strategic decision making through the provision of data, statistical analysis, visualizations, and research
• Build rapport with team members, stakeholders, and other partners through effective communication
• Capture, interpret and document end-user requirements for data, analysis, or on-line reports
• Develop and execute database queries and participate in analysis work or for fulfilling information requests
• Create informative visualizations that intuitively display large or complex data relationships with the goal of providing actionable results
• Prepare Excel analysis and PowerPoint presentations
• Prepare and maintain technical and procedural documentation
• Provide and apply quality assurance best practices
• Provide stakeholders guidance or training on problem solving, analytical practices, or business intelligence or geospatial front-end solutions
• Collaborate with team in the design and development of analysis datasets, data warehouse, data models, data capture automations or other data related strategies to solve critical business problems
• Conduct research, make recommendations on BI or GIS solutions, products, services, and standards
• Trouble shoot business intelligence solutions, data warehouse related systems, working with members of Technology Division to resolve issues or performance-tune applications as necessary
• Acquire data from primary or secondary data sources or leverage existing data sets to create new data assets, and maintain assets according to established business rules and data governance practices
• Assist with improving data quality through use of data analysis and tools
• Ensure data provided to requesters comply with organizational policies and laws such as MFPIPA
• Other related tasks as required

In addition to the above duties the successful candidates are required to:

• 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

Your application must describe your qualifications as they relate to the following:

 Must possess:

• Post-secondary degree or diploma in the field of Mathematics, Data Science, Computer Science, Computer Engineering, Information Systems, Geomatics, Geographic Information Systems, Geography, or another related field
• Must possess a valid Ontario Driver’s License Class “G” and meet the requirements necessary to receive a City Equipment Operator’s License.
• Must have a minimum of 3 years experience as a data or GIS analyst
• Recent extensive experience (within the last 5 years) in reporting tools such as PowerBI, SQL Server Reporting Services (SSRS) and SQL Server Integration Services (SSIS) OR GIS solutions such as ESRI ArcGIS (desktop and online) in an enterprise environment.
• Knowledge of and experience related to database queries, data warehouse design, geodatabases, dimensional modeling, data integration and ETL (Extract, Transform, Load) processes and technologies

 Must also possess:

• Analytical mind with a problem-solving aptitude and keen attention to detail
• Experience using MS Office (Word, Excel etc.) and Visio.
• Well-developed verbal and written communication skills
• Strong technical documentation skills
• Strong customer service orientation
• Proven abilities to take initiative and be innovative
• Work independently with minimum supervision.
• Positively interact with others within a diverse work environment.
• Manage multiple simultaneous assignments, effectively prioritize tasks, and demands.

Note

• Must pass in-house entry level TFS exam
• Must provide a Criminal Record Check obtained from a police service in Ontario, to the satisfaction of Fire Services
• Psychometric testing may be required

Assets

• Project Management or Business Analysis certification
• Commitment to personal and professional development and in continuing education through ongoing learning.
• Knowledge of and experience with programming (R, Python, PowerShell, or JSON)
• Knowledge of statistics and experience using statistical packages for analyzing datasets (e.g., Excel, SPSS, SAS etc.)

Assessment of Candidates

• May include the pre-screening of candidates, resume reviews, interviews, presentations, tests, or exercises, which may be in addition to any listed in this document or in the job posting.

Additional Requirements

Medical Clearance

Prior to being hired or transferred, the successful candidate may be required to participate in the following:

1. Participate in a comprehensive medical examination, and
2. Receive medical clearance by TFS Chief Medical Officer.

Employee Reference Check Clearance

Prior to being hired, the successful candidate must:

1. Provide at least three employment references, and
2. Receive employment reference clearance from TFS.

Prior to being transferred, the successful candidate may require:

• Reference /records check clearance from TFS.

(Note: This applies to only candidates requesting transfer to
a division in which they were not previously qualified)

Criminal Reference Clearance

Prior to being hired or transferred the successful candidate must:

1. Provide a Criminal Record Check, from a Police Service in Ontario, and
2. Receive criminal reference check clearance from TFS.