POLICE DISPATCHER TEAM LEADER SUPERVISOR & MANAGER

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

In order to have your application considered, all screening questions must be answered. Candidates must provide CONCRETE EXAMPLES which demonstrate how they meet the education requirement and the experience factors listed in the essential qualification. Please note that it is not sufficient to only state that the requirement is met or to provide a listing of current responsibilities.

FOR EACH EXPERIENCE CRITERIA, please provide the following MANDATORY information:
1 - Name of the department or organization where the experience was acquired;
2 - Title of the position occupied and the period(s) in which you performed the functions(M-Y to M-Y); and
3 - Specific details of tasks or projects demonstrating how the experience was acquired and concrete examples.

FAILURE TO CLEARLY DEMONSTRATE IN THE SCREENING QUESTIONS HOW YOU MEET THE SCREENING CRITERIA (Education and Experience) WILL RESULT IN THE REJECTION OF YOUR APPLICATION.

Resumes will be used as a secondary source to validate the education and/or experience described in the screening questions.

CANDIDATES WILL NOT BE SOLICITED FOR INCOMPLETE OR MISSING INFORMATION.

Duties

Based in the Edmonton office, the incumbent provides supervision related to this vital service, managing day-to-day operations between OCC, front-line policing operations and clients. Incumbent knowledge and experience is required to ensure optimized use of OCC systems and applications. The LES-TO4/PO-TCO-04 will be responsible to do the following:

• Managing the day-to-day operations of a shift through subordinate supervisors;
• Providing direction & interpretation to subordinate supervisors & police dispatchers on policies, operating methods, techniques, training & service delivery;
• Liaise & establish working relationships between OCC, responding member, partner organizations, senior management & the public;
• Assist in the overall operation & administration of the communications centre (i.e. managerial reports, operational plans, emergency/resource planning etc.);
• Management of OCC systems & applications in the provision of client services (i.e. 9-1-1 & complaint line call taking & routing, CAD system unit monitoring, status keeping etc.);
• Overseeing the implementation & adherence of standard operating procedures, policies and protocols;
• Receiving, investigating and reporting on all complaints related to service delivery;
• Providing regular reports & updates through effective communication regarding OCC operations, personnel, client/stakeholder engagements etc. to senior OCC Managers/Director;
• Scheduling to meet 24/7 coverage of operations; and
• Oversight and assistance in training of new employees etc.

Work environment

The Operational Communications Centre (OCC) provides critical operational support to RCMP officers in the field. The OCC is the first point of contact for the public requesting police assistance in both emergency and non-urgent matters. In Alberta, there are two provincial OCCs: Edmonton and Red Deer. These centres provide support to 120 detachments and satellite offices throughout Alberta's RCMP communities including Alberta Sheriffs (traffic units) and various municipal police agencies, 24 hours a day, 365 days of the year.

Alberta OCC’s serve a population of approximately 1.4 million citizens; receive an average of 2,500 calls a day; evenings and weekends being the busiest times. All operators working in Alberta RCMP Provincial OCC’s must successfully complete a comprehensive mandatory nationally accredited training program. OCC staff then receive calls, enter information in computer systems and evaluate what services are required. Dispatchers then send the information onto officers as quickly as possible, ensuring priority is placed on public and officer safety. To expedite calls, and to dispatch officers as quickly as possible, it is important for members of the public to have key information available when calling.

The LES-TO4/PO-TCO-04 Operations Manager will be responsible for leading two teams of employees. Each team consists of two LES-TO3/PO-TCO-03 Shift Supervisors and up to 18 LES-TO2/PO-TCO-02 call-takers/dispatchers.

The LES-TO4/PO-TCO-04 Operations Manager will be expected to spend a minimum of 40% of their duty time in the OCC on average. They will be in the OCC to provide guidance and coaching as needed to the Shift Supervisors; ensure that the LES-TO2/PO-TCO-02’s is being mentored and developed by their supervisors and ensure that they are supporting the operational focus of the ‘K’ Division OCC Program.

The hours of work for the Operations Manager are primarily based around a 4-on, 4-off rotation with shifts 0600-1800 hrs. In every 8-week cycle, there are two additional 8-hour flex days added onto the typical rotation, to ensure schedules are balanced to an average of 37.5 hours/week. This includes two evening shifts from 1800-0200 hrs scheduled once every 8-weeks to ensure peak operational coverage. As a senior leader you are still accountable for your duties and need to ensure that you are present when your team is there to observe and assist as appropriate.

**Note during critical events the Ops Manager like all OCC employees is expected to remain at duty until relieved or the crisis is resolved and/or may be required to flex hours based on operational requirements.

Intent of the process

The intent of this process is to staff one (1) permanent position in Edmonton, AB.

A qualified pool of candidates may be established and may be used to staff similar positions on a term and/or permanent basis in the RCMP. The pool could be used to offer acting appointments, assignments, secondments or deployments.

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

Your résumé.

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

A secondary school diploma, or a satisfactory score on the Public Service Commission test approved as an alternative to a secondary school diploma.

Successful completion of an Telecommunications Operator Training Program recognized by the Royal Canadian Mounted Police (RCMP) or
Successful challenge of the RCMP National Telecommunications Operator Training Program credits, in accordance with RCMP National Telecommunications Operator training policy**

**The term “successful challenge” means applicants from other police agencies (not police officers) who have experience call-taking and/or dispatching and who have completed a training program, can take the exam without attending the in-class training in order to demonstrate proficiency in the RCMP National Telecommunications Training Program objectives. Applicants who successfully challenge will be required to successfully complete the Field Coaching program.

Degree equivalency

• Significant* experience in gathering and analyzing information and providing recommendations to management.
• Significant* experience in providing advice and guidance to management on policies, directives or guidelines regarding one of the following issues: human resources, training, financial management or business planning.
• Significant* supervising staff and performance management.

*Significant is defined as the depth and breadth of experience normally associated with full-time performance of duties for a period of three years within the last five years.

• Communication (written).
(Note: The above competency will be assessed throughout the application process.)

• Knowledge of quality assurance processes including identifying and managing risks.
• Knowledge of Financial Management Practices.

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

ASSET QUALIFICATIONS:

KNOWLEDGE OF
• Human Resources
• Records and Information Management

OPERATIONAL REQUIREMENTS:

• Travel (e.g. for the purposes of attending mandatory training, or testifying in a court of law).
• Work on short notice and overtime to meet operational needs.

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

English essential

Information on language requirements

• Communication
• Change Leadership
• Conflict Management
• Develops Others
• Meeting Client Needs
• Planning
• Problem Solving
• Stewardship
• Concern for Safety
• Team Leadership

Conditions of employment

• RCMP Enhanced Reliability Status security clearance. Those selected must meet and maintain the above condition of employment throughout their employment.
• Work shift work (24 hours a day, 7 days a week and 365 days a year) or
• Work hours may fall outside of the normal work week.
• Meet and maintain the medical profile standards established for the position, and (if applicable) any additional medical requirements for isolated posts, in accordance with the National Joint Council Isolated Posts and Government Housing Directive.
• Exposure to emotionally charged clients and incidents which may be traumatic, violent and disturbing.
• 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

Your responses to the screening questions will be used as the primary source in determining whether you meet the screening requirements. If you do not fully complete the screening questions as instructed, you may be screened out.

Volume Management strategies may be used.

Candidates may be assessed using one or more of the following tools: standardized tests, written exam, interview, simulation exercise and reference checks.

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

Preference

Preference will be given to veterans first and then to Canadian citizens and permanent residents, 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.