Analyst, Communication Centre – 18 month contract

Job Detail

Job ID 13295
Experience 2 Years
Qualifications Degree Bachelor

Job Description

“Job Summary
The Analyst, Communication Centre is responsible for providing 24/7 radio dispatching and response to CN Police. The role provides the public and various CN departments with the appropriate and necessary assistance to effectively and safely handle emergency situations urgently.

Main Responsibilities
Communication Support Services
· Provide communication and support services to all CN Police staff

· Use a Computer Aided Dispatching (CAD) system to receive, prioritize and process calls (public, CN employees, and other local emergency services), then dispatch to police or other emergency services as required

· Dispatch emergency calls between CN Police and local emergency services by receiving and transmitting radio and phone calls

· Maintain accurate, up-to-date files and logs for reports and keep management and executives aware of major events as they occur

· Receive requests from Constables for information on Canadian Police Information Centre (CPIC) regarding vehicle registration, driving records, and warrants, and provide pertinent data. Enter information received from Constables into CPIC regarding dispositions, stolen property, as well as the addition and removal of warrants

· Prioritize incoming telephone calls

· Coordinate actions between local emergency services and CN forces

· Monitor CN Police Officers’ safety

Liaise Between Local Emergency Services and CN

· Maintain regular communication with multiple stakeholders both internal and external to CN in order to address situations that arise (e.g. derailments, trespassing)

· Ensure communication of information is relayed accurately and in a timely manner

· Communicate and collaborate with various internal departments, including Public Affairs, Risk Mitigation (US), and Emergency Response Plan

Working Conditions
The role is carried out in an office environment and requires working a rotating shift, depending on the operational needs of CN Police Communication Center Dispatcher (CNPCC) 24-hour operation. The incumbent must be available to work weekends and holidays when necessary and must be on-call to respond to critical incidences 24/7. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and manage stress.

Requirements
Experience
· Minimum 1 to 3 years of experience
Computer Aided Dispatching*
· Previous experience in computer aided dispatching*
· Call center experience*
· Radio communications experience*
· Customer service experience*
*Any experience for these above would be considered as an asset

Education/Certification/Designation
· High School Diploma or equivalent experience

· English Attestations of Collegial Studies (ACS) in Emergency Dispatch or equivalent certification*

*Any designation for these above would be considered as an asset

Competencies
· Identifies risks and anticipates impacts to ensure a safe and secure environment

· Cultivates relationships to proactively support customers’ supply chain needs or those that support them

· Shares timely information within and across functions to get things done effectively

· Inspires others with impactful communications and adapts to the audience

· Makes informed and timely decisions to get things done

· Deals with pressure and change by staying calm to quickly adapt to changes

· Collaborates with key internal stakeholders to enable higher productivity

· Time Management

Technical Skills/Knowledge
· Knowledge of computer aided dispatching systems*

· Excellent typing skills (testing required)

· General Microsoft computer skills (testing required)

· Ability to look at multiple screens simultaneously

· Knowledge of the CPIC Systems*

*Any knowledge for any of the above would be considered as an asset”

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