Transit Security Dispatcher

Edmonton, AB, Canada

Job Description

The Edmonton Transit Service (ETS), in collaboration with community partners, takes a multilayered approach to safety and security and is committed to the safety of patrons and City staff. Reporting directly to the ETS Security Supervisor in the 24/7 ETS Control Centre, the Transit Security Dispatcher is a safety critical position and first point of contact to citizens, staff, public and security services.
What will you do?

  • Receive all requests for service, complaints and concerns via Transit Watch or radio in a courteous and professional manner
  • Provide information and direction to non-emergency callers and resolve difficult and sensitive public inquiries and complaints
  • Evaluate the priority of security incidents and initiate ETS response; determine the nature and location of the incident and extract vital information regarding the circumstances of the incident or complaint
  • Provide consistent, effective and prompt communication services to the Safety and Security Division of ETS
  • Notify Police, Fire and Ambulance for criminal events or life safety emergencies
  • Coordinate with LRT and Surface Control to dispatch security personnel to calls for service throughout the ETS operating area; communicate with security guards, peace officers and emergency first responders via radio and telephone
  • Intermittently monitor and conduct proactive virtual patrols using the ETS Closed Circuit Television System (CCTV)
  • Control door and facility access for all ETS facilities and washrooms using BMS/C-cure
  • Use the Public Address System to conduct real time voice announcements to keep patrons informed on changes/delays in service and provide direction in the event of an emergency
  • Record Mains vault tracking, weekly PA system and Help Phone Inspections, and submits work orders where required
  • Record and report system failures and contact the appropriate resource for resolution
  • Conduct notification system checks documenting deficiencies to the attention of the Superintendent
  • Provide Special Event and Fair Blitz support
  • Other related duties as required
Qualifications
  • Completion of Grade 12
  • Completion of a recognized Certificate or Diploma related to Emergency Telecommunications and Response, Law Enforcement, Security or Criminology
  • Minimum of three (3) years of experience in customer service, including one (1) year of experience in a security or transit environment
Assets:
  • Emergency First Aid and Mental Health First Aid certificate
  • Tactical Communications (business professionals or law enforcement) training
  • Incident Command System (ICS-Level 100) training
  • Experience dealing with employees, the general public, security and police where timeliness of decisions are critical (e.g. in the security, peace officer, police, or logistics field)
  • Video monitoring experience in a law enforcement or security setting using sophisticated devices and software
  • Experience providing evidence in court
  • Experience with record management and dispatch systems (CAD, POSSE, Transit Master), alarm systems (C-CURE, BMS, panic buttons, emergency help phones) and/or video surveillance systems (Genetec, mSET)
  • Knowledge of the Public Spaces Bylaw, Trespass to Premises Act and Video Surveillance privacy regulations (monitoring and use)
  • Ability to communicate in a language other than written/verbal English
Skills required for success:
  • Proficiency in Google Workspace Applications
  • Ability to operate complex and specialized technical equipment, multitask and think quickly and critically in a fast-paced, high-stress, team-oriented environment
  • Ability to anticipate challenges and prioritize urgent issues, including the ability to optimize time and resources with making effective decisions
  • Ability to stay calm while dealing with difficult people in a variety of high stress situations
  • Strong verbal and written communication skills, including the ability to communicate clearly and concisely in verbal and written communication (report writing, email correspondence, etc) with a diverse population
  • Must be able to communicate clearly and effectively with ETS first responders, police, fire and or ambulance personnel in the performance of duties in emergency situations
  • Skilled in exercising good tact, sound judgment and firmness in dealing with the public and coordinating response to difficult/complex situations
  • Completion of environmental, safety and other mandatory courses/training upon hire
  • Alignment to our Cultural Commitments and Leadership Competencies (
) * Embracing a culture of equity, diversity, reconciliation and inclusion
Conditions of Employment:
  • Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position, there may be a cost associated with this requirement.
  • Applicants may be tested
Working Environment:
  • Must be able to work a variety of shifts to provide 24/7 coverage from Monday through Sunday, including day, evening, night and weekend shifts; may be required to work extended hours in the event of a critical event to provide operational support to the ETS Control Centre.
  • Physical ability and manual dexterity to perform the work tasks, including prolonged periods of sitting, sustained periods of typing and continuous visual concentration to monitor computer screens.
  • Resilience and ability to work and succeed in an environment where surveillance video footage may show graphic or disturbing situations.
The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact . Learn more about our benefits .
Up to 1 permanent full-time and 1 temporary full-time position for up to 18 months in duration as per article 7.11 of the ATU 569 collective agreement.
Hours of Work: 37.5 hours per week
Salary: $38.360 - $42.024 (Hourly); $75,089.700 - $82,261.980 (Annually)
Recruitment Consultant: AG/SO
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

Skills Required

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Job Detail

  • Job Id
    JD3454773
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Edmonton, AB, Canada
  • Education
    Not mentioned