Job Description

Job PostingHalifax Regional Municipality is inviting applications for the permanent part-time position(s) of Emergency Response Communicator (ERC) with Halifax Regional Police.Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality's core values. We have an Employment Equity Policy and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application.Reporting to the Integrated Emergency Services (IES) Centre Emergency Response Communicator Supervisor, the ERC is responsible for providing front-line client service for all incoming calls to the IES Centre. IES provides dispatch service to Halifax Regional Police, Halifax District RCMP and Halifax Regional Fire and Emergency. It is the largest and busiest 9-1-1 public service answer point in Nova Scotia and also answers all calls received on the Halifax Regional Police non-emergency line.The duties include addressing all incoming phone calls from the public and other outside agencies and determining whether calls are emergencies requiring police, EHS, and or fire assistance. Or if a non-emergency situation where the customer could be redirected to best meet their needs.As a call taker, the ERC is responsible for listening to the caller, assessing a situation by asking questions, and taking appropriate action. If a response is required, the call taker will enter a call using the computer-aided dispatching (C.A.D.) system. Incidents are routed to a dispatcher who relays information to responders. Responders rely on the information obtained by the call taker to determine their response to the non-emergency incident. This can be a fast paced environment with periods of high stress. The position also deals with traumatic or unsettling subject matter along with individuals in crisis.DUTIES AND RESPONSIBILITIES:

• Answering all 9-1-1 calls and determining whether the situation is a police, fire, ambulance, poison control or other matter. Depending upon jurisdiction, entering then routing the calls correctly and efficiently to the appropriate dispatcher. If outside of our jurisdiction routing the calls correctly and efficiently to the proper agencies.
• Punctuality along with the ability to take direction and work at a fast pace.
• Gathering all pertinent information from the call.
• Coding emergency calls properly, entering the information into a computer-aided dispatch system with all gathered information in a timely manner
• Answering, assisting, and re-directing calls from other emergency and non-emergency lines.
• After proficiency is met in the above duties, the below duties also become part of the role:
• Providing front-line support to Police and Fire Services.
• Other related duties as required.
• Additionally, after proficiency is obtained in call taking, further training in Police and/or Fire dispatch will be completed. This will be based on operational needs and supervisor recommendation.

QUALIFICATIONS:
Education and Experience:

• Grade 12 education or equivalent. Post secondary education is considered an asset.
• Must have a minimum of 3-years professional customer service experience involving high-pressure or high-volume frontline customer experience in a service or volunteer environment.
• Computer literacy; Manual dexterity is required to use a desktop computer and peripherals. Utilizing multiple screens and navigating across several computer screens and programs is a competency of this role.
• Demonstrated communication skills clearly in English including reading, writing and speaking (see language abilities which will be applied/assessed during the recruitment process)

• Ability to read full written paragraphs and accurately enter that text word-for-word using a keyboard. (Keyboarding)
• Ability to read written data (such as name, telephone number, license plate sequence, etc.) and accurately enter that data using a keyboard. (Data Entry-Multi-tasking)
• Ability to hear audible data (such as name, telephone number, license plate sequence, etc.) and accurately enter that data using a keyboard. (Data Entry-Multi-tasking (Audio)
• Ability to hear and comprehend audible information while accurately entering that information using a keyboard. (Call Summarization 2-Multi-tasking)
• Ability to hear data, retain it in memory, and then use a keyboard to accurately recall and enter the data. (Memory Recall: Numeric (Audio)
• Ability to use maps for determining routes and locations. (Suburban-Rural Map Reading)
• Ability to correctly spell words that sound similar but are spelled differently and have differing meanings depending on the context in which they are being used. (Spelling (Audio)
• Ability to read and comprehend written passages (Reading Comprehension)
• Must have a flexible schedule. All employees work regularly scheduled shifts requiring day, evening, night, weekend and holiday coverage.
• Ability to communicate in a second language, an asset.
• Demonstrated ability to multi-task, an asset.
• Demonstrated decision making ability, in high pressure situations, an asset.
• A suitable combination of education and experience will also be considered.
• Ability to work and remain on task in high pressure and stressful situations/calls.
• Minimum 40 wpm keyboarding skills.
• Trained Canadian 911 call takers is an asset.

Security Clearance Requirements: Before an offer is made the top candidate will be required to complete the background & security clearance process. You will be given a security & background booklet to complete and return to Human Resources. The results of the Background & Security screening are confidential and only a pass or fail result is released to Human Resources. You will be thoroughly investigated to determine your suitability to meet security clearance requirements. Your references and previous employers may be contacted, and family and friends may be contacted and/or visited during this stage.Please Note: Testing will be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates who are selected for testing, may be tested in a group setting, scheduled at the employer's discretion. Only candidates who meet the minimum qualifications will be contacted for testing.Please Note: An Eligibility list will also be established from this competition. The list will be created and is effective for 6 months.COMPETENCIES: Analytical Thinking, Communications, Conflict Management, Customer Service, Decision Making, Managing Change, Organization and Planning, Organizational Awareness, Risk Management, Teamwork and Cooperation, Values and Ethics and Valuing Diversity.WORK STATUS: Permanent Part-TimeHOURS OF WORK: IES operates 24 hours a day, seven days a week - therefore shift work (including days, nights, weekends, and holidays) is a requirement of this position. Employees who successfully complete all phases of coaching and have part time status will be assigned a minimum of 20 hours up to a maximum of 40 hours per week.SALARY: $28.61 per hour as per the HRPA Collective Agreement for part-time ERC's.WORK LOCATION: 21 Mount Hope Avenue, Dartmouth. Work location can be changed according to operational requirements.CLOSING DATE: Applications will be received up to 11:59 pm on Tuesday, April 22, 2025Please Note: We thank all applicants for their interest in this position. Only those applicants selected for an interview / testing will be contacted.During the recruitment process, applicants have the right to request an accommodation. Applicants invited to participate in an assessment process (such as interview or testing) and who require an accommodation, should discuss their needs with the recruiter when invited to the assessment process. For more information on our accommodation process please click on the link;(position #78601252, 78601258, 72283798, 72283802)

Halifax