Communications Operator

The Communications Operator is the vital link and trusted lifeline between members of the public and emergency fire and medical services. Under the general direction of the District Chief (Communications Supervisor), the Communications Operator is responsible for answering, processing, and prioritizing calls for fire and medical services.

This position is responsible for determining the resources required to be dispatched in accordance with triage information, policies and procedures, computer aided geographic information and status data provided by field personnel; ensuring the efficient and accurate dispatch of Department resources to fire and/or medically-related incidents; and providing regular information updates to field personnel and/or other emergency services, agencies and institutions as required.

As a Communications Operator, you will:

• Receive and process emergency and non-emergency calls for assistance.

• Dispatch resources.

• Do administrative functions and other duties.

• Inter-agency notifications.

Your education and qualifications include:

• Post-secondary education in a related field is an asset.

• Canadian accredited Emergency Medical Responder (EMR) Program or equivalent (minimum). Consideration will also be given to applicants currently enrolled and actively participating in an EMR Program.

• International Academies of Emergency Dispatch (IAED) Certification in Medical Priority Dispatch System (MPDS) and Fire Priority Dispatch System (FPDS) training is an asset.

• Certification in the Medical Priority Dispatch System (MPDS) and Fire Priority Dispatch System (FPDS) or ability to obtain within 8 weeks of starting in the position.

• Completion of a Canadian recognized Medical Terminology Program is an asset.

• Significant work experience in a position working directly with the public or in a customer service environment.

• Previous experience working in a public safety dispatch centre, telecommunications environment, or customer-centric setting is an asset.

• Work or volunteer experience related to Paramedicine, Fire rescue, or other emergency services is an asset.

• Proficiency and ability to read and interpret a map to dispatch emergency services. Knowledge of city streets, areas and neighborhoods in the City of Winnipeg would be considered an asset.

• Knowledge of workplace safety and health standards guidelines and procedures.

• Knowledge and ability to apply FIPPA and PHIA legislation when dealing with confidential and sensitive situations and information or contentious issues with tact, diplomacy, integrity and discretion.

• Ability to work in a team setting, demonstrating superior interpersonal skills in dealings with clients, co-workers, supervisors, and other agencies and professionals (e.g. Police and other health care professionals) while fostering a positive, respectful, safe and healthy work environment.

• Ability to think critically and make quick decisions while working independently under stressful, chaotic, emergency situations while remaining calm throughout the matter.

• Ability to quickly learn and operate radio and telephony equipment and software, or other computer software required including Microsoft Office Products such as Word, Excel, and Outlook.

• Ability to function in a fast-paced, multi-tasking environment with multiple monitors, reacting appropriately to multiple aural and visual inputs.

• Ability to effectively verbally communicate with the public, Fire Paramedic Service personnel, and personnel from other emergency and support agencies by telephone and radio, with ability to control the exchange of information with emergency callers.

• Effective written communication skills.

• Ability to follow instructions, protocols, and complete tasks while efficiently organizing and prioritizing tasks, time, decisions and resources.

• Ability to provide high quality customer service in an empathetic, respectful and professional manner to the diversity of the population served.

• Ability to be resilient when faced with difficult, stressful and chaotic emergency situations.

• Fluency in French or a second language is an asset.

• IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://www.canalliance.org/en/ at application.

CONDITIONS OF EMPLOYMENT:

• The successful applicant must possess and maintain legal eligibility to work in Canada.
• Police Information Check and Police Vulnerable Sector Check (original copy) from the City of Winnipeg Police Service (RCMP or provincial equivalent), satisfactory to the employer which must be dated no more than thirty (30) days prior to the start date of employment. This document will be required from the successful candidate, at their expense. Any infractions, offences or investigations occurring prior or after application submission must be reported to the WFPS. For more information please visit: https://winnipeg.ca/police/pr/PIC.stm#online.
• Ability to obtain and annually maintain a clear Level 2 Security Check from the City of Winnipeg Police Service, satisfactory to the Employer. Check will be coordinated by the Winnipeg Fire Paramedic Service with the Winnipeg Police Service.
• Child Abuse Registry Check (original copy) from the Government of Manitoba Child Abuse Registry Unit (or provincial equivalent), satisfactory to the employer which must be dated no more than thirty (30) days prior to the start date of employment. This document will be required from the successful candidate, at their expense. Any infractions, offences or investigations occurring prior or after application submission must be reported to the WFPS. For more information, please visit https://www.gov.mb.ca/fs/childfam/child_abuse_registry.html.
• Adult Abuse Registry Check (original copy) from the Government of Manitoba Adult Abuse Registry Unit (or provincial equivalent), satisfactory to the employer which must be dated no more than thirty (30) days prior to the start date of employment. This document will be required from the successful candidate, at their expense. Any infractions, offences or investigations occurring prior or after application submission must be reported to the WFPS. For more information, please visit https://www.gov.mb.ca/fs/adult_abuse_registry.html.
• Maintain a valid registration with the College of Paramedics of Manitoba (CPMB) “Emergency Medical Responder (EMR)” License (minimum). Provincial equivalents will be accepted, however, out of province applicants must show proof of having transferred their license to Manitoba prior to their first day of recruit training. Applicants do not need to have the License to apply, but this will be required prior to a conditional offer of employment.
• Meet current Winnipeg Fire Paramedic Service Vision Standards. Documentation must be current and have been completed within the previous twelve (12) months prior to date of employment. This document will be required from the successful candidate, at their expense. Tests must be submitted on the City of Winnipeg form and can be printed off in our application manual or on our website at www.winnipeg.ca/fps/careers/. 90% of a Communications Operator job duties are in front of a computer terminal with multiple monitors varying in size. Communications Operator must be able to see computer screens, phones, and reports to name a few. The ability to see both near and far and be able to adjust focus is essential. We require the most up to date form to be submitted.
  • Uncorrected visual acuity – distant – not less than 20/40 vision both eyes open, or
  • Corrected visual acuity – distant – not less than 20/30 both eyes open with corrective lenses, and
  • Ocular disease – free from diseases that impair visual performance as indicated by the requirement above, or will produce sudden, unpredictable incapacitation of the visual system.
• Meet current Winnipeg Fire Paramedic Service Hearing Standards. Documentation must be current and have been completed within the previous twelve (12) months prior to start date of employment. This document will be required from the successful candidate, at their expense. Tests must be submitted on the City of Winnipeg form and can be printed off in our application manual or on our website at www.winnipeg.ca/fps/careers/. Communications Operator must have the ability to hear and readily relay information accurately, while operating various methods of communication equipment (radio systems and telephones). We require the most up to date form to be submitted.
  • Normal unaided hearing thresholds no greater than 30 decibels in each ear at 500 Hz, 1000 Hz, and 2000 Hz and no significant loss in higher frequency.
  • Test results must include all of the following frequencies: 500, 1K, 2K, 3K, 4K, 6K, and 8K Hz.
• During the classroom training period, the successful candidate will be required to achieve a passing standard of 80% for each examination administered, as outlined in the student handbook which will be provided prior to the start of the orientation.
• Willingness and ability to work extended or varied hours. The hours of work are full-time – 84 hours biweekly – platoon system – rotating 12-hour shifts (4 shifts on – 2-day shifts and 2-night shifts, followed by 4 days off).
• Willingness and ability to work extended or varied hours.
• Willingness and ability to successfully complete additional training and/or certificates relevant to this position’s duties within specified timeframes, if requested by WFPS management.