Telecommunications Operator (Casual)

Position Summary

The Telecommunications Operator is a front line representative responsible for facilitating communications during emergency and non emergency situations. This position dispatches appropriate emergency support services to the public, monitors responses and situation progress.

Duties and Responsibilities

• Provide the first point of contact for Lloydminster 911 Public Safety Answering Point (PSAP) and initiate the appropriate response.
• Receive, assess, analyze and prioritize calls and dispatch the RCMP, Lloydminster Fire Department and Municipal Enforcement through the Alberta First Responders Radio Communications System (AFRRCS).
• Provide support and information to on scene emergency personnel throughout events to ensure the safety of the public and all emergency services.
• Liaise with other emergency response agencies, municipal agencies, and utility companies to ensure events are mitigated
• Operate a multi-line call handling system (CHS).
• Efficiently operate Computer Aided Dispatch (CAD) systems and Records Management Systems (RMS) along with other computer monitoring systems such as FirePro, ProQA, CIIDS, PROS CPIC, and Active 9-1-1.
• Keep knowledge of emergency services Standard Operating Procedures (SOPs), policies, and guidelines current.
• Be accountable to complete training programs and courses.

Other

• Other related duties as required.

Qualifications

• Completion of a post-secondary Diploma from a recognized institution in: 911 Emergency and Call Centre Communication is preferred.
• EFD certification through the International Academy of Emergency Dispatch, or the ability to obtain certification within 1 year of start date.
• Experience in Police, Fire and Municipal Enforcement call taking and dispatch is an asset.
• Knowledge of Federal, Provincial and Municipal services is desirable
• Working knowledge and understanding of geography, jurisdictional boundaries, landmarks, latitude/longitude and civic addressing within the City of Lloydminster and surrounding area.
• Strong computer skills including areas in Microsoft Suite such as Microsoft Outlook, Word and Excel are essential and typing over 40 words per minute is required.
• Well organized, accurate and detail oriented, with an ability to prioritize workflows while keeping appropriate resources apprized of the situation.
• Ability to adjust quickly to changing situations, remain calm in crisis situations and traumatic, violent and disturbing events.
• Ability to communicate in English effectively both verbally and in writing.
• Ability to maintain a high standard of ethics and confidentiality.
• The ability to work in a dynamic environment, both independently and cooperatively as a team for up to 12 hours per shift.
• Support a safe and healthy work environment to maintain collaborative working relationships with all staff.
• The ability to multi-task and work in a demanding, fast-paced environment.

Pre-Employment Requirements

• Must successfully complete and pass critical skills assessment and aptitude testing prior to the position start date.
• Must complete a hearing test with result in the normal range.
• Must be able to obtain and maintain an RCMP Enhanced Reliability Security Clearance.
• Successful applicant must provide proof of qualifications.
• Applicants with international education will be required to include an Academic Assessment from the appropriate governing body.

Job Demands

Physical Demands

• Sitting and or standing for 1-12 hours
• Manual Dexterity
• Have the ability to hear and readily relay information accurately while operating various methods of communication equipment

Mental Demands

• Remain calm and professional with agitated callers during times of crisis
• Extended exposure to multiple screens, lights and noise disturbances
• Strong problem solving abilities and able to be decisive during an emergency.
• Accurately input information while asking probing questions.
• Adjust mentally and emotionally to quick changing high stress situation all while maintaining a level of excellence.
• Receive and process feedback.

Working Conditions

This position is based out of the Communications Centre at the Lloydminster RCMP Detachment and is on a rotating schedule where incumbents will be required to work a variety of days, evenings, weekends and holidays. Working during stressful emergency situations in a faced paced environment which can be demanding and requires resiliency. Work can include sudden busy and demanding times as well as periods of low activity.

Successful candidates must be able to complete an intensive 3-month training program designed to build the skills and confidence needed to succeed in the role. Training follows the same 2 days, 2 nights, 4 days off rotation as the operational schedule, requiring flexibility, commitment, and consistent attendance.

Compensation: In Scope Band 4 (Subject to CUPE 1015 Agreement)

Closing Date: October 26, 2026