Summary of Position:

The Communication Operator reports to the Supervisor of Communications and Information Systems directly and the on-duty Platoon Chief as required. The Communication Operator is accountable for performing customer service duties consisting of answering or initiating emergency and non-emergency business related telephone calls and radio transmissions while utilizing computers and associated communications support equipment to provide for the necessary transfer of information. The individual deals with co-workers and other Fire Services’ staff and customer issues in accordance with Corporate and Fire Services’ policies and Standard Operating Guidelines while ensuring that sensitive matters and restricted information are dealt with in a strict confidential manner. The Communication Operator must work in close cooperation with all members of the Fire Services team to ensure excellence in the delivery of external and internal emergency and non-emergency related customer services.

The Communication Operator performs duties as per the Fire Services’ Standard Operating Guidelines. The individual, while multi-tasking, is responsible for carrying out procedures related to the initial intake of key and essential data; data entry and record keeping; dispatching of resources as required; monitoring and testing of equipment and providing continuous communications; responding to requests from staff in the field and customers; completing activities assigned in support of other Divisions; supporting a safe and healthy work environment and for maintaining collaborative working relationships with all staff. The Communication Operator values and respects the customer and the people who work for the Corporation and Fire Services and deals with individuals and emergency and non-emergency situations in a calm, approachable, responsive, helpful, effective, efficient and ethical manner. The individual is accountable for completing training programs to meet Fire Services’ skill maintenance and Staff Development Program competency objectives.

Work Performed:

• Dispatches Corporate, mutual aid and/or other resources as required by policies, Standard Operational Guidelines, emergency medical protocols, agreements or contracts;
• Notifies and updates Fire Services staff and external emergency response organizations, agencies, organizations and support resources as required or requested;
• Monitors all incoming telephone calls, radio transmissions and computerized messages;
• Receives telephone calls from staff related to attendance, bereavement etc. and processes and transfers information;
• Transfers requests for assistance and information as required;
• Tests equipment as required and reports any issues, challenges or problems as they occur;
• Maintains knowledge of primary address locations within the City of London and other jurisdictions and areas as required.
• Maintains staff and associated records and disseminates information in a variety of forms, while maintaining confidentiality as required; Maintains knowledge of primary address locations within the City of London and other jurisdictions and areas as required;
• Provides information to be used for the completion of reports or forms;
• Completes reports and forms and enters data as required ensuring the content meets Fire Services’ standards with respect to content, structure and order in a legible and grammatically correct manner;
• Participates in and assists with orientation and familiarization duties and activities;
• Attends and participates in Critical Incident Stress Debriefing sessions as assigned;
• Attends on-duty meetings as requested.

Qualifications:

• Successful completion of Grade 12 or equivalent;
• Completion of a Community College program specific to emergency communications and dispatch or equivalent.

Experience, Specialized Training & Licenses:

• Ability to perform several tasks simultaneously and within an assigned time frame;
• An understanding of fire, rescue and emergency medical services generally;
• Ability to successfully complete London Fire Services’ Staff Development Program objectives for a Communication Operator;
• Ability to type/keyboard 40 words per minute; and
• Experience using computers, software applications and programs and telephone and radio equipment used for communications and dispatch.
• Awareness and information specific to disaster response and mitigation policies and standard operational guidelines is an asset.
• Class G Drivers Licence is preferred.

Police Record Check

The successful candidate will be required to complete a Criminal Record Check (CRC).

Compensation and other information:

Compensation Range: $73,942 – $102,381.

Other Information:
This posting is for 5 positions.
These positions are permanent full-time positions.
The Communications Division provides service twenty-four hours a day, seven days a week. Presently Communicators work 12 hour shifts on a rotating schedule. All employees of this Division must be prepared to work shift work, working a schedule averaging 42 hours per pay period.