Job Description

911 Operator

WHO WE ARE

As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more at

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the

many communities that we proudly serve.

OUR VALUES

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

We are looking for new talent to join us as E-Comm transforms the way we deliver 9-1-1 services to the province.

Working as part of our Operations Team, our 911 Operators act as the first point of contact for provincial wide callers connecting with emergency services. Your ability to calmly deal with callers in crisis situations will be essential to your success. You will be responsible for determining the nature of the 911 call and accurately transferring it to the appropriate agency.

Key to this role is the ability to make quick decisions and to recall and pass on critical information. You will be comfortable working with various technologies and working in a fast paced Emergency Communications contact centre environment.

The successful candidate will display all the qualities of efficient call screening, decision-making and timely communication.

To be successful in this role, you will be:

• Committed to providing a customer-first experience for each call
• Comfortable taking ownership of your actions and behaviors
• Curious and always taking the initiative to improve processes
• Resourceful and responsive to internal team members and external clients

We are currently hiring for the following shift patterns:

T/W/S - 21:00 - 07:00

M/T/W/S/Su - 04:00 - 13:00

M/T/W/Th/Su - 04:00 - 13:00

M/T/W/S/Su - 06:00 - 15:00

M/Th/F/S - 07:45 - 15:15

M/Th/F/S - 11:30 - 19:00

M/T/W/Th/Su - 12:45 - 21:45

Th/F/S/Su - 15:00 - 21:00

M/T/W/Th/Su - 15:45 - 00:45

M/T/W/Th/F - 16:45 - 01:45

M/T/W/Th/F - 17:00 - 02:00

Th/F/S/Su - 18:15 - 00:15

M/T/W/Th/F - 18:45 - 03:45

T/W/Su - 19:00 - 05:00

W/Th/F - 21:00 - 07:00

W/Th/S - 21:00 - 07:00

Th/F/S/Su - 21:15 - 03:15

WAT YOU BRING

• Education | A high school diploma or equivalent
• Experience | Previous experience working in call centre or customer service role is an asset
• Computer Skills | Must be able to type a minimum of 40 WPM during a 5-minute typing test
• Effective Communication Skills | Fluent in English both orally and in writing

SECURITY REQUIREMENTS:

As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 3-5 years.

To qualify for this process, a candidate may be either a Canadian Permanent Resident or Canadian Citizen. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

WHAT WE OFFER

• Meaningful work - work with a sense of purpose, supporting the public and first-responders.
• Competitive salary - with the opportunity for increases.
• Minimum 3 weeks vacation to start for regular full-time
• 100% paid extended health and dental benefits for regular full-time
• Pension - employer matched contributions to Municipal Pension Plan, a defined benefits plan.
• Career development - we are supportive in developing your skills while pursuing your career at E-Comm.

Vaccination Policy: E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

Job Details:

While applications from current employees are welcome, please be advised that the release dates of successful internal applicants will be subject to the operational requirements of their current teams.

• Start Date: February 23, 2024 or April 5, 2024
• Number of positions: Minimum of Twelve (12) per Intake
• Job status: Regular Full-Time
• Wage/Salary: PG 16 | $29.61 to $34.77 per hour; $61,588 - $72,321 per annum (2023 rates)
• Employee Group: CUPE, Local 8911
• Department: Operations
• Location: E-Comm E-Comm Lower Mainland - 3301 E. Pender Street, Vancouver, BC
• Selection Process: The successful candidate will be selected after completion of a Recruitment Testing Session, phone interview and behavioral based interview.

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability, please email

HOW TO APPLY

Select Apply Now and follow the instructions provided to submit your application.

E-Comm 9-1-1