Job Description

Non-Emergency Call Taker

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

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. In this newly created Non-Emergency Call Taker position, you will be integral in providing critical services to support the public in non-emergency police situations.

Working as part of our Operations Team, you will act as the first point of contact for non-emergency calls. Your ability to demonstrate patience and curiosity while communicating with our callers will be a critical success factor in this position. Your critical thinking skills will be put to good use as you determine the nature of calls, enter accurate and factual information into the computer aided dispatch (CAD) system, find solutions to caller requests and triage those that are non-police matters to the appropriate service and municipalities.

Key to this role is the ability to demonstrate proficiency in multi-tasking and monitoring various technologies, systems and messages, while being on the line with the caller. You will also display a high level of discretion and confidentiality with all police databases used to support first responder and emergency responses/services.

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

To be successful in this role, you will be:

• Committed to providing a customer-first experience for each call
• An ambitious person who has demonstrated abilities in a fast paced, dynamic working environment
• Comfortable taking ownership of your actions and behaviors
• Curious and always taking the initiative to improve processes
• Willing to learn and exhibit a high growth mindset
• Resourceful and responsive to internal team members and external clients
• Innovative and look for solutions when confronted with challenges

WHAT 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
• Availability | Ability to commit to full-time hours during 6 month training and assessment period

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
• 100% paid extended health and dental benefits.
• Employee Savings Plan - employer matched contributions to a savings account.
• 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

• Number of positions: Minimum of 12 positions to begin Thursday, November 23, 2023
• Job status: Regular Full-Time
• Shift Options:

• Monday to Friday, 9 hour shifts
• 4 on, 3 off; 3 on, 4 off - Sunday - Wednesday (Alternating Wednesday off) - 12 hour shifts
• 4 on, 3 off; 3 on, 4 off - Wednesday - Saturday (Alternating Wednesday off) - 12 hour shifts
• Please note all current shifts are between 7 am and 9 pm and are subject to change
• Wage/Salary: PG 18 | $32.03 to $37.74 per hour; $66,622 - $78,499 per annum (2023 rates)
• Employee Group: CUPE, Local 8911
• Department: Operations
• Location: E-Comm Lower Mainland (3301 Pender Street, Vancouver, BC)
• Selection Process: The successful candidate will be selected after completion of a TalentClick assessment, Video Interview, Recruitment Testing Session 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