Emergency Communications Officer

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.

The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.

As an Emergency Communications Officer (ECO), you will be a crucial first connection for citizens during emergencies or when contacting the Calgary Police Service non-emergency line. Your preparedness and ability to act swiftly will provide essential support to the public and the officers in the field. Primary duties include:

• Answer police emergency and non-emergency calls and respond accordingly, ensuring the caller receives the needed resources and support (training will be provided).
• Analyze events, assess risks, and adapt to high-pressure and ever-changing priorities and situations.
• Use Computer Aided Dispatch (CAD) systems and other technologies to perform tasks effectively.

Qualifications

• A High School diploma or equivalency (e.g. GED) and at least 2 years of experience providing customer service to the public, handling situations that require problem solving and/or conflict resolution.
• Proficiency with computer-based software and a minimum typing speed of 35 words per minute.
• Preference will be given to applicants who have the following:
• Experience working and/or volunteering in emergency response, distress, and/or high-stress situations.
• Experience working in an emergency or customer service communications call centre.
• A completed 1-year Public Safety Communications certificate, or a related post-secondary discipline.
• Fluency in a second language.
• Experience working or volunteering with high risk and vulnerable populations.
• Knowledge of community resources and support systems.
• Success in this position requires the following competencies:
• Strong communications skills, including active listening skills and a commanding telephone presence with the ability to communicate with a wide variety of citizens and partners using telephone, two-way radio, and in-person.
• Excellent customer service skills, conflict resolution skills and a desire to help others.
• Resiliency and stress tolerance, and the ability to stay calm and focused when dealing with volatile and stressful emergencies.
• Attention to detail and accuracy when recording information.
• Superior analytical ability and multitasking in a fast-paced environment with the ability to keep attentive for long periods of time.
• The ability to make sound rational decisions and use critical thinking when information may not be clear.
• Tactful, and able to show diplomacy, compassion, and empathy for people in crisis.
• Strong technology skills and the ability to keep pace and adapt to technological changes.
• High morals, ethics, and integrity.

Pre-employment Requirements

• Applicants will be tested for appropriate skills.
• An enhanced security clearance and polygraph will be conducted.
• Applicants must be at least 3 years clear of any criminal activity, including drug use, as of the date the application is submitted.
• Successful applicants must provide proof of qualifications.

Note: You must meet the minimum requirements in order to apply. Meeting the minimum requirements does not mean you will be successful in our hiring process. Some candidates may meet the minimum requirements but may not be competitive, suitable, or meet the core values of our organization.