Telecommunications Operator

Update: The advertisement period has been extended until September 4th, 2017.

Important messages

INFORMATION ABOUT THE PROCESS

• All applicants who are screened in will be required to attend a mandatory information session on any one of the following dates:

- Tuesday, September 19 at 7:00 pm (French)
- Saturday, September 23 at 10:00 am (French)
- Saturday, September 23 at 1:00 pm (English)

(Dates may vary; candidates who are screened in will receive a formal notice.)

• At the end of this process, successful candidates who are hired as Trainees at the PO-TCO-01 group and level will be required to complete the National Telecommunications Operator Core Training program.

• The training program is comprised of in-class training (approx. 7 weeks) followed by field coaching (between 300 and 600 hours).

• Only PO-TCO-01 trainees who successfully complete the training program will be placed in a pool of qualified PO-TCO-01 which may be used to appoint determinately (term) or indeterminately (permanent) at the PO-TCO-02 group and level.


INSTRUCTIONS REGARDING YOUR APPLICATION

Please read carefully the following instructions and make sure to abide by them, lest your application be eliminated.

• In their covering letter, candidates are required to clearly demonstrate, using CONCRETE EXAMPLES, how they meet the essential qualifications pertaining to education and experience AS WELL AS the other qualifications (asset qualifications and operational requirements).

• The Screening Board will not make assumptions regarding the candidates’ experience. It is your responsibility to demonstrate that you possess all qualifications.

• Please be advised that it is NOT SUFFICIENT to simply state that you possess a qualification or to list your main duties, past or present. The candidate must rather use the following approach: use each essential qualification as a heading, and provide a description outlining how that qualification is met (by indicating, using clear and concrete examples, WHERE, WHEN and HOW it was acquired).

• Résumés will be used only as a secondary source to validate the information provided by the candidates in their cover letter.

• APPLICATIONS THAT DO NOT CLEARLY DEMONSTRATE HOW THE SCREENING CRITERIA ARE MET WILL BE REJECTED. CANDIDATES WILL NOT BE CONTACTED IF THE INFORMATION IS MISSING OR INCOMPLETE.

Duties

Telecommunications Operators provide emergency and non-emergency communication services to the public, law enforcement, emergency services (fire and ambulance), and other departments and agencies, within an assigned jurisdiction, in support of public and officers safety.

As such, Telecommunications Operators' key duties include:

• Responding to emergency and routine calls for service, downstreaming/transferring calls to the appropriate agency, retrieving, analyzing, and recording accurate and timely information using computer aided dispatch systems, record management systems or various police and non-police database systems.

• Dispatching, monitoring status and keeping track of on-duty units/officers and resources.

• Providing video surveillance monitoring of federal, provincial, territorial and municipal properties/sites and operating/monitoring recording and silent alarm panels.

Work environment

A telecommunications operator is responsible for responding to emergency and non-emergency requests sourced from to the public, law enforcement and /or all other departments and agencies, including fire and ambulance. This requires a level of multi-tasking simultaneously on a computer with multiple screens/programs while responding to calls on a radio/phone of which some may be highly stressful “life or death” situations. Telecommunications operators are often exposed to emotionally charged clients and incidents which may be traumatic, violent and disturbing.

The work is performed in an open office environment, which may be confined, restrictive and shared with other employees. It is also characterized by constant exposure to background noises, equipment noise, voices, interruptions, bells and buzzers. Also, the holder will have to wear a headset for extended periods of time while simultaneously keyboarding, speaking and listening, while operating multiple system keyboards / computer systems.

Finally, telecommunications operator work rotating shifts (days, evenings and nights with various start and end times) including weekends and statutory holidays. Scheduled hours of work (in extenuating circumstances) may be extended in order to meet the demands for unforeseen situations.


Proud of our traditions and confident in meeting future challenges, we commit to preserve the peace, uphold the law and provide quality service in partnership with our communities.

The Royal Canadian Mounted Police is a great place to work. Job satisfaction knowing that we are making a real difference and having a real impact on daily operations is a tremendous benefit. The RCMP offers a safe work environment committed to employment equity. Further, proud to promote health and having achieved the “Healthy Enterprise - Elite” certification, the RCMP offers a Workplace Health and Well-Being Program committed to raise awareness amongst its employees about the importance of adopting and/or maintaining healthy habits. At the RCMP, all employees have free access to the division's gymnasium for their workout.

Come and join the 26,000 men and women who have chosen to pursue a successful career at the RCMP!

Intent of the process

You like working in stressful environments?
You are able to keep composure in emergency and/or emotionally charged situations?
You like unpredictable workload and changing priorities?
You would like to join the RCMP and contribute to the safety of Canadians?

This employment opportunity is right for you!

The RCMP is seeking highly qualified and motivated candidates who do not shy away from a challenge to staff Telecommunications Operators positions at "C" Division's Operational Communications Center.

The intent of the process is to establish a pool of qualified at the TCO-01 and TCO-02 group and level.

Positions to be filled: 6

Information you must provide

Your résumé.

A covering letter in 2,000 words (maximum)

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

EDUCATION
A secondary School Diploma or employer-approved alternative.

Degree equivalency

EXPERIENCE
EX1. Recent* experience performing similar work to a Telecommunications Operator (dispatcher), such as call-taking, in an emergency services agency.
OR
EX2. Recent* experience multitasking in a stressful or heavy-workload environment.

*The term "Recent " is defined as experience acquired within the last three (3) years.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

Experience managing emergency situations simultaneously in a stressful or heavy-workload environment.

Additional spoken languages, other than French or English

The following will be applied / assessed at a later date (essential for the job)

Bilingual - Imperative (BBC/BBC)
Reading: B
Writing: B
Oral: C

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

OCCUPATIONAL TRAINING
Successful completion of a Telecommunications Operator Training Program recognized by the Royal Canadian Mounted Police (RCMP).

ABILITIES**
A1. Ability to read full written paragraphs and accurately enter that text word-for-word using a keyboard. (Keyboarding)
A2. Ability to read written data (such as name, telephone number, license plate sequence, etc.) and accurately enter that data using a keyboard. (Data Entry-MT)
A3. Ability to hear audible data (such as name, telephone number, license plate sequence, etc.) and accurately enter that data using a keyboard. (Data Entry-MT (Audio))
A4. Ability to hear and comprehend audible information while accurately entering that information using a keyboard. (Call Summarization 2-MT)
A5 Ability to hear data, retain it in memory, and then use a keyboard to accurately recall and enter the data. (Memory Recall: Numeric (Audio))
A6. Ability to use maps to for determining routes and locations. (Suburban-Rural Map Reading)
A7. Ability to correctly spell words that sound similar but are spelled differently and have differing meanings depending on the context in which they are being used. (Spelling (Audio))
A8. Ability to read and comprehend written passages. (Reading Comprehension)
A9. Ability to type/keyboard at 40 net w.p.m. with less than 5% error rate

**These qualifications will be assessed using the software, CritiCall. Each qualification is directly linked to a test module in CritiCall and applicants must meet the established pass-mark of each test module to continue in the selection process. If you fail one of more of the test modules, there is a 90 day waiting period before you can rewrite the test. Applicants must re-apply if they fail the selection process in order to be retested.

PERSONAL SUITABILITIES
PS1. Develops self
PS2. Flexibility
PS3. Problem Solving
PS4. Conscientiousness and reliability
PS5. Meeting client needs
PS6. Communication(oral & written)
PS7. Teamwork
PS8. Self-Control and composure

Conditions of employment

Top Secret security clearance

OTHER CONDITIONS OF EMPLOYMENT
1. Meets and maintains the medical profile standards established for the position.
2. Ability and willingness to work shift work (24 hours a day, 7 days a week and 365 days a year)
3. Ability and willingness to work in a confined or restrictive workspace, wear a headset, and exposure to multiple computer screens, and noise disturbances for extended periods of time.
4. Ability and willingness to be exposed to emotionally charged clients and incidents which may be traumatic, violent and disturbing
5. Ability and willingness to travel and testify in court of law.
6. Ability and willingness to work on short notice and overtime to meet operational needs
7. Ability and willingness to travel for mandatory operational training.

Other information

Persons with a priority entitlement may self-refer if interested in the PO-TCO-02 position and will be considered in priority to all other applicants.

Only applications submitted online will be accepted. To apply, please click "Apply online" below.

Each candidate has the right to participate in a selection process in the official language of their choice. We ask applicants to keep their personal profile updated as we will use the language preferences indicated in it to plan our assessment sessions and send invitations accordingly.

All correspondence related to this process will be sent by email. Please make sure to provide us with a valid email address in your application. It is the candidate's responsibility to advise us if their email address changes during the process. It is of the utmost importance that candidates check their email regularly (including spam) in order to avoid missing out on important messages or deadlines.

This selection process will include the following steps:

1. Screening
2. Mandatory information session
3. CritiCall exam
4. Interview
5. Second language evaluations
6. Reference check
7. Medical assessment
8. Psychological assessment
9. Security investigation

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.