911 Communications Officer (Full-Time, Part-Time, Casual)

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 rsum and cover letter to: *Please note that only those selected for an interview will be contacted.