Telecommunications Operator Trainee (9-1-1 dispatchers)

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

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Telecommunication Operators including Trainees (9-1-1 Police Dispatchers) occupy safety-sensitive positions and as such, must refrain from using recreational cannabis 28 days prior to reporting to work.

A safety-sensitive position is a position in which the employee has a role in an RCMP operation or an operational support role where impairment could result in:
• a serious accident, injury, fatality or incident affecting the health and/or safety of employees, the public, or the work environment
• poor decision making, which could lead to an inadequate response and/or failure to respond to an emergency situation

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<< Social distancing approaches will be taken to minimize close contact with others during the current COVID-19 pandemic. >>

You must clearly demonstrate in your screening questions how you meet the education and experience. It is insufficient to state only that the requirement is met or to provide a listing of current responsibilities. Candidates must provide concrete examples demonstrating how they meet the requirements. FAILURE TO PROVIDE SUFFICIENT AND APPROPRIATE INFORMATION MAY RESULT IN ELIMINATION FROM THE PROCESS.
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~~ Please do not include your resume as part of your cover letter as it is not required at this time. ~~
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>> Candidates are required to attend a Career Presentation (anticipated for the week of April 26, 2021). Only those who attend the Career Presentation will be able to register for the CritiCall exam (anticipated for the dates of May 3 to 10, 2021). Candidates who are successful at the exam will be required to participate in an interview (anticipated for the dates of May 17 to 31, 2021).

Work environment

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

Telecommunications Operators (9-1-1 Police Dispatcher) 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 ~~ • The 9-1-1 Police Dispatch Centres operate 7 days a week, 24 hours a day. You will be required to work irregular hours (mornings, evenings, weekends, and statutory holidays).

https://www.rcmp-grc.gc.ca/en/telecommunications-operators-9-1-1-dispatcher

Intent of the process

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

The intent of the pool of qualified candidates is to staff positions for training programs. Positions may be staffed via specified term, acting appointments or assignments.

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. Information regarding the CM appointment will be sent to all applicable candidates who are within the area of selection and participated in the advertised process.

Positions to be filled: 1

Information you must provide

A covering letter in 500 words (maximum) "In 500 words or less, using proper grammar, sentence structure and paragraphs, please explain why you are choosing to apply for this job posting. Include a few paragraphs describing your work experience over the past five years. >>Please do not include your resume as part of your cover letter as it is not required at this time."

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

• Experience in providing service to clients by telephone, in person or in writing.
• Experience using a computer and computer applications (such as databases and word processing).

• Communication (written)
• Ability to follow instructions
(Note: The above 2 competencies will be assessed throughout application process.)

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

ASSET QUALIFICATIONS
• Additional spoken languages, other than French or English
• Experience working in a call centre.
• Experience working as a Telecommunications Operator.

OPERATIONAL REQUIREMENTS :
• Ability and willingness to work shift work (24 hours a day, 7 days a week and 365 days a year).
• Ability and willingness to travel and testify in court of law.
• Ability and willingness to travel for work and/or training purposes using various modes of transportation (including owned or leased government transport, commercial and light aircraft).
• Ability and willingness to work on short notice and overtime to meet operational needs.
• Ability and willingness to be exposed to emotionally charged clients and incidents which may be traumatic, violent and disturbing.
• 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.
• Ability and willingness to undergo testing in order to meet the medical profile standards established for the position..

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

English essential

Information on language requirements

A secondary school diploma or an acceptable combination of education, training and/or experience.

Degree equivalency

1. *Ability to read full written paragraphs and accurately enter that text word-for-word using a keyboard. Must be able to type/keyboard at 43 net w.p.m. with less than 5% error rate. (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.

• Communication (oral)
• Problem Solving

• Develops self
• Flexibility
• Conscientiousness and reliability
• Meeting client needs
• Teamwork
• Self-Control and composure

Conditions of employment

Reliability Status security clearance - • RCMP Enhanced Reliability Status (ERS) security clearance - NOTE: Successful candidates will require a valid RCMP security clearance prior to appointment and throughout the tenure of their employment. The process to obtain RCMP security clearance involves a security/reliability interview and a field investigation regarding matters of criminal activity which includes reference checks, verification of credit/financial status, education, employment, etc. As such, the process may take several weeks or months to complete.

• Ability and willingness to work shift work (24 hours a day, 7 days a week and 365 days a year).
• Ability and willingness to travel and testify in court of law.
• Ability and willingness to travel for work and/or training purposes using various modes of transportation (including owned or leased government transport, commercial and light aircraft).
• Ability and willingness to work on short notice and overtime to meet operational needs.
• Ability and willingness to be exposed to emotionally charged clients and incidents which may be traumatic, violent and disturbing .
• 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.
• Ability and willingness to meet and maintain the medical profile standards established for the position.
• Upon initial appointment to the above noted position, continued employment is conditional upon successful completion of classroom training, simulation exams and proficiency evaluations for Call Taking and Dispatching

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

*CritiCall assesses the following:
Decision making, keyboarding (minimum 43 words per minute), data entry (multi-tasking), data entry (multi-tasking with audio), memory recall: (audio), call summarization (multi-tasking), map reading, reading comprehension, spelling.

Candidates who have successfully passed Criticall will have their results applied to current and future Telecommunications Operator Trainee processes in Alberta on which they have applied or will apply if Criticall was completed within the last 365 days.

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

Candidates invited to an interview will be required to bring proof of their education credentials, in the form of a diploma or official transcript (original documents only). Candidates who are unable to provide proof that they meet this essential qualification as requested may be eliminated from the process.

Candidates with foreign credentials must provide proof of Canadian equivalency. Consult the Canadian Information Centre for International Credentials for further information at http://www.cicic.ca/

PLEASE NOTE: For this selection process, our intention is to communicate with applicants by e-mail for screening/assessment purposes (including sending invitations for written tests and interviews). Applicants who apply to this selection process must include in their application a valid e-mail address, and ensure this address is functional at all times and accepts messages from unknown users.

All communication relating to this process, including email correspondence and telephone conversations, may be used in the assessment of qualifications.

In accordance with paragraph 8(2)(a) of the Privacy Act, information or material, whether provided directly by the candidate or otherwise obtained by the selection board, used during the selection process for the purpose of assessing a candidate may be used as part of the selection review and recourse processes. Such relevant information may be provided to third parties, such as other candidates or their representatives, who have a legitimate reason to be aware of that information.

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.

Assessments comprise of examinations, interviews and references.

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

« We will only accept on-line applications received via the https://www.canada.ca/en.html site.»

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.