Telecommunications Operator (Trainee) PO-TCO-01 / Telecommunications Operator PO-TCO-02

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

1. ONLY APPLICATIONS SUBMITTED ON-LINE USING THE 'APPLY ON-LINE' BUTTON, WILL BE CONSIDERED.

2. This selection process may be used to fill the same or similar positions at equivalent or lower classifications on a casual, term, indeterminate or acting at full or part-time hours.

3. Indeterminate employees at the same group and level or equivalent may be considered for deployment.

4. APPLICANTS ARE ENCOURAGED TO APPLY ONLY IF THEY ARE WILLING AND ABLE TO WORK IN OR RELOCATE TO THE LOCATION OF THE POSITIONS BEING STAFFED.

5. Candidates must clearly demonstrate in the screening questionnaire how they meet the education and experience criteria listed in the Essential Qualifications and Asset Qualifications if applicable.

Please note that stating that the requirement has been met, and/or listing past or current responsibilities, does not represent adequate substantiation. Rather, you must provide concrete examples that clearly illustrate how you meet the requirement. Résumés may be used as a secondary source to validate the qualifications described; comments such as "refer to my attached resume" will not be accepted and may result in your application being rejected.

6. Throughout the selection process, it is your responsibility to make yourself available for all testing and interview dates for which you are invited. If you fail to attend any of the scheduled testing or interview sessions, you will be deemed to be no longer interested in this selection process and as a result, you will not be considered further.

7. Proof of your education will be requested and must be provided during the selection process, in order to verify that candidates meet the education requirement. Candidates are required to provide the ORIGINAL education document and a copy. Candidates who are unable to provide proof that they meet this essential qualification as requested may be eliminated from the process.

Please note: You must provide ORIGINAL proof of name change if the name identified on your education document(s) is different than your current legal name.

8. Please provide a valid e-mail address as correspondence will be sent via e-mail whenever possible. It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required.

9. The successful candidate will have to obtain a RCMP Enhanced reliability security clearance. The process requires a Security/Reliability Interview, a field investigation in matters of Criminal Activities, credit/finances, education, employment, references, etc.

10. Persons with a priority entitlement may self-refer if interested in the TCO-01 and TCO-02 position and will be considered in priority to all other applicants.

Work environment

You don't have to wear a uniform to make a difference!

Telecommunications Operators provide a critical service within the RCMP that support both public and officer safety through the provision of information and assistance. Telecommunications Operators are the hidden back bone for the work that our police officers carry out in communities across Canada.

Telecommunications Operators work in Communications Centres that operate 24 hours a day, 365 days a year which are located across the country in provincial, federal and municipal Communication Centres.

What does the work involve?
• Monitoring of police resources and systems with computer aided dispatch and monitoring systems.
• Telecommunications Operators respond to public requests for police assistance, and many provide emergency services as a Public Safety Answering Point for 9-1-1.
• Telecommunications Operators often are the first point of contact with people who call the RCMP which gives you a chance to assist the public when they are facing a crisis and get them the resources and help they need.
• Shift Work.

Intent of the process

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

Candidates who are qualified at the TCO-01 level and who are selected for the Telecommunications Operator Training Program could be appointed to a determinate (term) appointment at the TCO-01 group and level.

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

* The Training Program is comprised of in-class training followed by field coaching.

Should a Civilian Member (CM) be found qualified and selected for appointment, the appointment will not result in a change of status to the Public Service (PS) category for the CM.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

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

EDUCATION (TCO-01 and TCO-02)
A secondary school* diploma or employer-approved alternative;

The employer-approved alternatives to a secondary school diploma is an acceptable combination of education, training and/or experience.

* Secondary School refers to High School.

Degree equivalency

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

English essential

Information on language requirements

ABILITY (TCO-01 only)*
1. Ability to read full written paragraphs and accurately enter that text word-for-word using a keyboard. (Keyboarding)
2. 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)
3. 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))
4. Ability to hear and comprehend audible information while accurately entering that information using a keyboard. (Call Summarization 2-MT)
5. Ability to hear data, retain it in memory, and then use a keyboard to accurately recall and enter the data. (Memory Recall: Numeric (Audio))
6. Ability to use maps to for determining routes and locations. (Suburban-Rural Map Reading)
7. 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))
8. Ability to read and comprehend written passages. (Reading Comprehension)

*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. Applicants must re-apply if they fail the selection process in order to be retested.

COMPETENCIES/ PERSONAL SUITABILITY (TCO-01 only)
1. Develops self
2. Flexibility
3. Problem Solving
4. Conscientiousness and reliability
5. Meeting client needs
6. Communication(oral & written)
7. Teamwork
8. Self-Control and composure

OCCUPATIONAL TRAINING (TCO-02 only)
Successful completion of a Telecommunications Operator Training Program recognized by the Royal Canadian Mounted Police (RCMP)

The following may be applied / assessed at a later date (may be needed for the job)

Experience performing similar work to a Telecommunications Operator (dispatcher), such as call-taking in an emergency services agency.

Experience working in an inbound call centre which involves obtaining or providing information.

Experience multi-tasking in a stressful or heavy-workload environment.

Operational Requirement
Be able to type/keyboard at 43 net w.p.m. with less than 5% error rate

Conditions of employment

Reliability Status security clearance - RCMP Enhanced Reliability Security Clearance

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

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Information on employment equity

PLEASE NOTE: For this selection process, our intention is to communicate with applicants by e-mail for screening/assessment purposes.

All information obtained throughout the selection process, from the time of application to close of process, may/will be used to evaluate the candidates.

Reference checks may be sought.

An interview may be administered. Interview(s) may be conducted via telephone, video-conference or other similar means.

A test may be administered. Please note that written test(s) may be administered during weekdays and/or evenings and/or weekends.

Testing/interviews will be conducted at locations of the employer's choice and may require candidates to travel to the test/interview location.

You MUST CLEARLY DEMONSTRATE IN WRITING how you meet the requirements under Language, Education and Experience. The screening board cannot make any assumptions about your experience. It is not sufficient to say that you have the required qualifications or to list your current duties. PROVIDE CONCRETE AND DETAILED EXAMPLES AND DESCRIBE THE WORK/DUTIES YOU HAVE PERFORMED. Failure to do so may result in your application not being considered further during the screening process.

The ASSET qualification(s) may be used for screening of applications. If you meet these asset qualifications(s), PLEASE CLEARLY DEMONSTRATE IN WRITING, HOW YOU MEET THEM. Provide examples and describe the work/duties you have performed. Failure to do so may result in your application not being considered further during the screening process.

TRAVEL RELATED TO THE SELECTION OR APPOINTMENT PROCESS. Please note that candidates (including employees of the Public Service) will not be considered to be in travel status or on government business and that travel costs will not be reimbursed. Consequently, candidates will be responsible for travel costs.

A pass mark will be established for each essential qualification. Candidates must meet each essential qualification to be appointed to the position. A candidate may be appointed to the position even though he/she does not meet any or all of the asset qualifications, organizational requirements, or operational needs. However, meeting these criteria is desirable and may be used as a deciding factor in choosing the person to be appointed.

A random or top down selection of candidates may be used in the determination of those to be given further consideration in the assessment process.

You must provide proof of your education credentials. Candidates are required to provide the ORIGINAL education document and a copy. Please note: You must provide ORIGINAL proof of name change if the name identified on your education document(s) is different than your current legal name.

Applicants with foreign educational credentials are required to provide proof of Canadian equivalency. You may consult the Canadian Information Centre for International Credentials at www.cicic.ca for further information.

Failure to respond to communications may be construed as a withdrawal from this process.

Persons are entitled to participate in the appointment process in the official language of their choice.

Candidates must meet the essential qualifications to be appointed to a position.

Candidates may be required to meet the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed.

Acknowledgment of receipt of applications will not be sent; we thank all those who apply.

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, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

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