Telecom Operator 1 / In Training

Telecommunications Operator 1/In Training

Temporary Full Time – CUPE

Surrey Police Service (SPS) is Surrey’s new municipal police agency. On November 29, 2024, SPS became the police of jurisdiction, and assumed responsibility and command for policing and law enforcement in Surrey. SPS is working to redefine policing with innovative new approaches and community-based solutions. It’s an exciting time as SPS continues to expand our team with talented people who want to help shape the future of policing in Surrey. To date we’ve hired over 480 police officers and over 450 civilian support staff and will grow to be one of the largest independent police services in Canada. Since day one, SPS has been intentional about building a culture that is inclusive, respectful and supportive, with a strong focus on employee wellness and career development.

POSITION OVERVIEW:

Surrey Police Service (SPS) has an exciting opportunity to join SPS’ Operational Communications Centre (OCC) Unit and receive training to become a qualified Telecommunications Operator. Reporting to the OCC Shift Manager, this position is responsible for a wide variety of critical telecommunications duties within the SPS OCC. This position is vital in supporting sworn and public safety. The incumbent will handle a number of complex, stressful, and time sensitive duties and situations in various Telecommunications Operator functional areas. The incumbent will exercise independence of judgment and work under limited supervision.

TRAINING REQUIREMENTS & OVERVIEW:

SPS is excited to offer ‘in-training’ Telecommunications Operator positions for incumbents to learn and be trained in the various Telecommunication Operator 2 functional areas, including but not limited to, emergency and non-emergency call-taking, info radio and info messaging centre, and dispatch. Incumbents will be hired as a Telecommunications Operator 1/In Training with the expectation to successfully complete the training required in all functional areas to become a qualified Telecommunications Operator 2.

Incumbents will be required to first complete an initial 8-week training program before advancing to further training. Upon successful completion of the initial phase, they will continue to receive ongoing instruction until they can fully demonstrate proficiency in all functional areas required of a Telecommunications Operator 2. The entire training process is expected to take approximately 15 months.

Incumbents will be deemed qualified and become eligible to be considered for available Regular Full-Time Telecommunications Operator 2 opportunities once they have successfully progressed through all the required training and demonstrated their ability to perform all functional areas of a Telecommunications Operator 2.

Schedule / Hours of Work

The anticipated training class for the successful incumbents is expected to be either in Fall or Winter 2025. During the first 3 weeks of training, the incumbent will work Monday – Friday. After these 3 weeks, the incumbent will work a rotating schedule of four (4) 12-hour shifts, followed by four days off. Incumbents must be able to work days, evenings, graveyards, holidays and weekends.

RESPONSIBILITIES:

• Responds to varied calls such as complaints, emergency 911 and non-emergency calls, and general inquiries. Quickly and accurately evaluates incoming calls and prioritizes calls.
• Takes reports and enters detailed information accurately within time constraints.
• Provides critical information with speed and accuracy to the public and other agencies.
• Maintains phone contact with callers under certain emergency situations, dispenses instructions to callers and ensures that all pertinent information is transmitted to the Telecommunications Operator 2.
• Liaises closely with the Telecom Operator 2 on priority 1 calls, completes extensive report taking and required investigation, and returns to the caller, as needed.
• Identifies other agencies that may be required for the event, forwards the information to the Telecom Operator 2 and/or contacts the agencies directly.
• Completes forms, reports and records pertaining to receipt of incoming calls.
• Accesses CPIC, CAD (computer aided dispatch), and other information sources to make inquiries related to a report or event.
• Receives training in the dispatch function and assists in the dispatch function as part of that training.
• May be required to attend court to give evidence on calls taken.
• Maintains comprehensive file records per various file management requirements.
• Maintains general upkeep and cleaning of equipment and workstation.
• Assists other employees in the section in the performance of their duties.
• Performs related duties as required.

KNOWLEDGE, ABILITY AND SKILL:

• Communicates effectively, both orally and in writing.
• Understands and effectively carries out oral and written instructions.
• Superior listening skills and the ability to extract information that is significant and pertinent in time sensitive situations.
• Strong organization and coordination skills in order to set priorities and manage many tasks at once.
• Exercises sound, independent judgement, and superior decision-making.
• Reacts quickly, calmly, and tactfully with the public, often under stressful situations.
• Works in a group setting as part of a team.
• Knowledge of relevant geography.
• Considerable knowledge of Surrey Police Service (SPS) functions, procedures, policies and regulations, federal statutes of Canada, provincial statutes, the Motor Vehicle Act, other appropriate by-laws and regulations, and agencies/services available in Surrey.
• Knowledge of telecommunications equipment such as police radio, telephone, and computer terminal equipment.
• Knowledge of applicable computer applications including but not limited to CPIC and CIIDS.
• Physical strength, stamina, and coordination to carry out the duties of the position.
• Knowledge of applicable safety regulations.
• Relevant level of SPS security clearance.

QUALIFICATIONS:

• Completion of Grade 12, supplemented by some related experience
• Accurate typing speed of 45 wpm.
• The ability to work rotating shifts, including day, evening, graveyards, holidays and weekends.
• This position requires both SPS Security Clearance and RCMP Reliability Status. All applicants must obtain and maintain the required police security clearance throughout their employment with SPS, which includes a mandatory polygraph examination.

BENEFITS AND COMPENSATION

• This is a unionized position, represented by CUPE 402.
• The salary range for the Telecommunication Operator 1 is $33.57/hour - $36.61/hour (pay grade 19C) based on 2024 rates. Please note the 2024 hourly rates are currently under review.
• During the 8 week-training course, incumbents will receive 12% of the base rate of pay, in lieu of benefits, vacation and general holidays. After successful completion of the training course, incumbents will become eligible for paid vacation entitlements, extended health and dental coverage, Group Life & AD&D as well as SPS’ sick leave plan.

Applications must be submitted through our online Careers page. This posting will remain open until positions are filled. We are looking for approximately up to 9 Telecommunications Operator 1/In Training for the upcoming Fall and Winter training classes. Applications will be reviewed on an ongoing basis. We encourage interested candidates to apply as soon as possible, as the posting may close earlier if suitable candidates are selected.

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Thank you for your interest in working with SPS. We pride ourselves on hiring members that model the mission, vision, and values of SPS through unquestioned integrity and sustaining a visible, credible, inclusive, and respected profile.