Dispatch Supervisor, Protection Services Operations Centre (PSOC)

Interior Health is looking for a Dispatch Supervisor, Protection Services Operations Centre (PSOC) to join the team on a casual basis from our Kelowna location.

Casual Employees are not guaranteed hours of work, and shifts can range from 0-37.5 hours per week on an as-needed basis.

Posting Job Summary

In accordance with the established vision and values of the organization and under the supervision of the Coordinator, Protection Services Operations Centre, the Supervisor Security is responsible for leading assigned staff on shift and communicating with the Coordinator, Relational Protection Services Operations Centre and Manager on-call, after business hours, as required. The Supervisor ensures the staff on shift follow departmental policies and procedures at the direction of the Coordinator, Relational Protection Services Operations Centre. The Supervisor also maintains and enforces security of persons and property in accordance with established policies and procedures.

Typical Duties And Responsibilities

• Supervises assigned staff by performing duties such as scheduling and co-ordinating work assignments, calling in relief staff and determining the orientation and training requirements of Dispatchers.
• Assists with performance reviews of Dispatchers by providing the Coordinator, Relational Protection Services Operations Centre with reports regarding assigned work, and other performance indicators.
• Uses a collective team-based approach to promote mutual problem solving within the department, and proactively anticipates and resolves issues, and makes recommendations regarding dispatch standards and procedures.
• Operates a VOIP telephone switchboard and a computer terminal to answer internal and external calls; connecting calls to appropriate locals; outside agencies; transferring calls as required; and providing information of a general nature.
• Receives emergency and non-emergency calls and records significant information; prioritizes calls according to urgency and importance using established procedures. Processes after-hours calls to on-call personnel.
• Supports the creation, collection, dissemination and retrieval of reports, data, and activity. Enters and maintains call logs and tracking of requests.
• Operates various communication systems, including but not limited to phones, two-way radios, mass notification systems, etc, to contact appropriate personnel according to established procedures. Communicates information verbally and by way of electronic mail following established departmental policies and procedures.
• Communicates effectively both verbally and in writing, by utilizing tactical communication in line with industry best practices, basic security training, and established departmental policies and procedures.
• Monitors various security and life safety systems, including alarm monitoring, video management systems, access control, etc. and follows established communications procedures in emergency situation such as Code Red, Blue, Orange, Green, Yellow, Black, White, Brown, Grey and other Codes as directed. Functions as a Control Centre in emergencies.
• Participates in electronic access card and photo ID programs through methods such as processing photo ID requests, and access changes.
• Reports communications equipment malfunctions as required.
• Provides field units with information about orders, traffic, obstacles and requirement.
• Participates in the training and orientation of new staff to applicable software and programs, as well as the established guidelines and procedures for the position.
• Reviews reports to ensure accuracy and appropriate handover across shifts.
• Conducts preliminary investigations following accidents/injury of Protection Services Dispatchers.
• Assists in the creation and adaptation of policies and procedures as new systems come into place and assists in creating departmental policies to ensure balanced workload.
• Performs other related duties as assigned.