Page 1of 8Position Code #P10163
POSITION TITLE: / Communicator / DEPT/DIV.: / Support ServicesREPORTS TO: / Staff Sergeant, Communications / BRANCH: / Communications
ASSOCIATION: / Civilian / LOCATION: / Headquarters
GRADE LEVEL: / E / DATE UPDATED: / October 2006
HOURS OF WORK: / 35 hrs/wk
Rotating Shifts
(8 & 10 hr. shifts)
Days, Evenings & Nights
GENERAL PURPOSE:
To provide complaint handling and dispatch calls for service for theWaterloo Regional PoliceServiceusing police computer systems includingComputer Aided Dispatch (CAD),Canadian Police Information Centre (CPIC), Niche Records Management System (RMS), phone and radio systems.
MAJOR RESPONSIBILITIES:
Answers all incomingcalls to the Communications Centre including emergency 911calls, non-emergency, Teletype Writer (TTY) and administrative calls,general inquiries,emergency service requests (ambulance, fire, police)andalarm company requests. Determines nature of call, distinguishing between criminal matters, civil matters and bylaws, and assists with ensuring caller’ssafety during emergency calls. Prioritizes emergency vs. non-emergency vs. administrative calls such as roadconditions, Vehicle Impoundment Suspension Control, tow truck procedures, or weather inquiries.
Monitors units, assesses calls for service and responds to radio calls on the radio system by operating and responding to all the talk groups on the systems, including all police personnel,including school liaison and training. Responds to radio calls on the radio system fromregional transit; fire; public works, municipal law enforcement/bylaw officersas requested.Utilizes the regulations, guidelines and operation of the common channel. Operates all special features on the system such as private calls and call alerts. Uses 900 codes, 10 codes, and acceptable radio terminology. Monitors unit GPS locations using AVELNet Mapping software. Dispatches and monitors officers and maintains contact for officer safety. Operates emergency back-up radio and phone systems.
Gathers complete and accurate information as possible from callers through the use of clear questions, a calm demeanor and empathy, where appropriate. Adjusts communication style to meet caller needs to quickly determine how to route response. Collates call taker data from various callers in relation to the same call. Initiates an appropriate response that may include forwarding calls, dispatching officers and referring callers to outside agencies; taking control in a professional and timely manner. Provides service to many people, working under many simultaneous deadlines. Interviews and probes callers rapidly to acquire complete address (location) information, using effective descriptors. Undertakes verifications to acquire information about additional hazards from police system occurrences such as alcohol, mental illness/medical conditions or other additional hazards and updates the system, dispatcher and responding officer(s). Responds to callers inquiring their call status or to up-date the dispatcher with current informationand handles complaints regarding response time. Notifies the Patrol Supervisor, Road Supervisor and Communications Supervisor by call pick-upper the 40-minute call waiting for service rule.Represents the service through communications with other agencies and the public.
Operates the CAD system by entering information to identifyappropriate response, updates information and operates RMS and NicheRMS and required computer software systems to fulfill related job functions. Accesses 911 hang-upcellphone caller’s phone numbers for call backusing the Ani-Ali Lookup program. Utilizes the TTY to communicate with persons having hearing or speech difficulties. Uses the instant over-the-phone interpretation services of CanTalk Immediate Interpretation Serviceto gather information from diverse callers.
Dispatches officers verballyandthrough Mobile Work Stations(MWS) according to written schedules and work orders, or as required by emergency situations. Deals with special circumstance calls as governed by policies such as hostage/barricaded persons, sexual assaults, domestic assaults, suicidal persons, mentally ill or emotionally disturbed and child abuse calls.
Direct data enters incidents with complaint information, prioritizes and coordinates the activities of officers using a variety of computer-aided communications radio and dispatching equipment, linking with PRIDE Niche RMS to create, open incidents and complaints, enter locations, enter caller and complainant information, verify, retrieve histories of previous incidents, and cancel incidents.
Queries CPIC while dispatching or at officer’s requests; edits incidents as per officer request. Queries PARIS and any other system that interfaces with CPIC in response to officers’ requests. Compiles information from multiple windows and computer screens and relays to responding officer(s).
Advises officers of additional hazards and route and traffic problems such as construction, accidents, congestion, weather conditions, weight and size restrictions and other information. Utilizes a working knowledge of the geographical boundaries of the Waterloo Regional Police Service, neighboring police services and other resource agencies within the boundaries of the Waterloo Regional Police Service. Possesses knowledge of and is able to access all available internal and external resources, all Federal, Provincial, Municipal and Waterloo Regional Police Serve policies and emergency plans.
Monitors officer workloads and locations. Keeps track of officers throughout the shift; makes changes on computerized roster; keeps status of officers updatedon computer.
Makes calls for additional assistance officers may require, such as ambulance, hospital, vehicle owner, tow truck, taxi, other divisions or departments.
Sends information requests to area businesses for their night listing information and/or updates. Receives information, sets up, organizes, maintains andupdates emergency listing files, night listings, towbook records, premise warnings, Bell information corrections, Info/Index files, and adds new streets and makes modificationsto the CAD geo-coding mapping system as required. Checks incoming information for accuracy, following up on potential errors. Enters accurate information onto a database accessible to CAD users. Checks and corrects daily incident sheets. Maintains required communication logs such as tows and cruisers. Understands and complies with provincial regulations and follows Waterloo Regional Police Service proceduredealing with suspect apprehension pursuits.
Prepares for and makes court appearances as witnesses if required.
Provides relief for Switchboard Operators as required. As time permits, queries PRIDERMS, NicheRMS, criminal record and CPIC files to conduct police criminal background record checks for employment and volunteer purposes. On a voluntary basis, may receive training to act as a scribe at priority scenes for major incidentsand link No Report (NR)occurrences in Niche RMS. May conduct presentations on the Communications Centre to internal and external groups.
Engages in regular ongoing Adequacy Standards training and professional development activities. Remains educated and up-to-date on Policies,Procedures and Directive changes.
Performs other related duties as assigned.
RESPONSIBILITIES FOR MATERIAL/FINANCIAL RESOURCES:
Ensures that a personal computer and headset used for own work is maintained in good working condition.
NATURE & IMPACT OF ERROR:
Failure to quickly respond to calls, obtain, analyze and re-direct information to officers in the field or establish officer status may impact public and officer safety and result in delays in police related operations and response. Errors may result from incorrect data entry or from the distribution of information to the wrong party. A loss of confidence in the emergency services offered by the communications branch may result if 911 calls are not answered immediately.
RESPONSIBILITY FOR SUPERVISION OF STAFF & OTHERS:
The incumbent has no formal supervisory responsibilities. Provides guidance and training in working through procedures to new members assigned to the branch. Explains civil matter details, explains ramifications of the misuse of 911, explains alarm procedures to bank employees, by-law procedures, and repercussions regarding gas drive-offs to callers.
CONTACTS & HUMAN RELATIONS:
Internal:
Has contact with the Communications Centre Staff Sergeant or Sergeant on a daily basis. Has daily ongoing radio contact with officers on patrol, detectives and other investigative staff in the field. Explains to inexperienced uniformed staff with basic emergency procedures information and gives direction to and coordinates call responses. Has contact with civilians to exchange information on a daily basis.
External:
Has daily contact with the general public, the OPP, Suspension Control, other police services, other public services (ambulance, hospital), regional and municipal by-law departments, alarm companies, towing companies, Ministry of Transportation, social service agencies, regional and municipal departments.
EFFORT (Mental/Physical):
Applies well-defined guidelines and procedures regarding the requirements of the Adequacy and Effectiveness of Police Services Regulation relating to Communications and Dispatch, CPIC Rules, Regulations and Policies Reference Manual, the Radio Act, and Statistics Canada Uniform Crime Reporting II Coding guidelines to perform complaint handling and dispatch functions, including the Municipal Freedom of Information and Protection of Privacy Act.
Works within a team setting to prioritize response to calls for service in accordance with established emergency priority coding systems and processes. Organizes and schedules calls according to a set roster such as court, community contacts, follow-ups and special details.
Incumbent is required to multi-task to follow a 40-minute call waiting for service rule. Answers all calls coming into the Communications Centre; may need to put callers on hold to respond to a backlog of calls coming in on 911, monitoring tweeter status, causing high degree of pressure to quickly respond. The functions of this position are generally standardized, however, may be required to analyze many factors, including available resources, to make decisionsand handle frequent urgent situations. Unusual problems are referred to the Communications Sergeant or Staff Sergeant.
Analytical skills required to probe and assess caller needs, check prior histories of callers and addresses, prioritize and make decisions quickly to re-assign officers depending on available resources.
Prolonged sitting, intense visual, auditory and mentalconcentration, attention to detailrequired the majority of the timewhen responding in a distracting environment to emergency calls, while simultaneouslyentering data sitting atcomputer terminals and console;viewing multiple computer screens; listening to a headset; and monitoring control boards and status of officers’ calls in a fast-paced environment.
Frequent periods of sustained/prolongedeffort requiringmanual dexterity, fine motor skills and intense levels of attention demand including visual concentration. Sustained and detailed inspections and cross-checking of large amounts of previous call records and verifying columnsof numbers under frequent crisis situations several times a shift. Time pressure demand when reviewing CPIC results, where details are numerous and accuracy is critical.
WORKING CONDITIONS:
Work is performed in an open enclosed office environment where movement is restricted, with ongoingexposure to chaotic and various background noise including emergency phone calls, radio transmissions, 911 tweeter alarm, and general noise of a highly demanding and fast-paced multitasking workplace.
The incumbent has limited flexibility to leave the work station since the fast-paced environment involves constant monitoring of calls and assessing the availability of officers and resources in other zones. During a shift, may move from one work station to another, with each set-up in a different configuration.
The incumbent uses basic crisis intervention and decisive questioning skills to elicit required information from callers so officers can be dispatched to the scene. Callers may be in a state of distress, emotionally upset, impatient and unreasonable, requiring the incumbent to be diplomatic, polite and tactful as well as informative.May haveexposureto callers who may be intoxicated, mentally ill, or otherwise irrational.Incumbent is exposed to the emotional impact of serious calls such as homicides, suicides, domestic and sexual assaults. Incumbent is required to remain calm and focused when speaking with highly emotional and distraught persons, in order to collect information while the crisis is occurring.
Work is subject to deadlines and peak periods dependent upon calls for service. Occasionally required to work overtime during major incidents and emergencies, when short staffed or to attend court.
No extreme temperatures, heavy lifting, involvement with hazardous chemicals or dangerous situations.
During radio dispatching, incumbent may be subject to exposure to radio feedback which may result in physical discomfort and on occasion injury.
SKILL:
a)Knowledge:
Comprehensive knowledge of the principles and theories ofemergency services dispatchingand radio operation, emergency communications procedures and practices and basic crisis intervention skills, normally acquired through six months to one year intense formal on-the job training required, plus proficient skills in keyboarding and data entry.
Ability to attain the requirements for a Communicator/Dispatcher as required under Regulation 3/99 of the Police Services Act for Adequacy and Effectiveness of Police Services, as determined by Waterloo Regional Police.
Ability to access the Intranet, Communications Manuals, Regional 911 Policy, emergency procedures, policies and procedures to ensure compliance with regulatory, legal or policy requirements by remaining up-to-date and current on policies and procedure changes; to ensure successful completion of the required Ministry accredited training and acquiring of approved equivalent competencies, in order to meet the requirements of the Adequacy Standards Regulation.
Ability to perform tasks within various work station configurations operating telephone and computer systems.Ability to operate a fax machine, photocopier, and other related office equipment.
Comprehensive practical knowledge of use of the multi-channelradio dispatch systems, AVEL Net Mapping, PCMSS system (CAD/Niche RMS in Graphical User Interfaceformat), Niche RMS, CanTalk, Ani-Ali Lookup programand related equipment.
Knowledge of the Regional 911 Policy and Communications Policy, emergency procedures, the WRPS chain of command, and the functions and roles of various branches within the police service.
Knowledge of radio language, 900 codes, sectors, zones, 24 hour clock and phonetics.Knowledge of police radio protocol, acceptable language, what information can be released over the air and authority to broadcast information in accordance with the Radio Act, Industry Canada, and the Freedom of Information & Protection of Privacy Act.
Ability to hear and comprehend incoming calls and radio messages to interact with and transfer information to police service and public members. Ability to meet testing requirements as set by Human Resources.
Analytical,decision-making and problem-solving skills to organize, prioritize and multi-task, access various resources using multi-line telephones, two-way radios, pager systems, reference books, maps, paper schedules and flag books simultaneously in a fast-paced environment, while remaining calm and decisive during stressful incidents.
Ability to reference procedures of the Criminal Code, the Youth Criminal Justice Act, Mental Health Act, and the CPIC Rules, Regulations & Policies Reference Manual, following clear instructions to remain current on disasters/emergency plans and procedures, suspect apprehension pursuits, the Police Reporting Centre procedure, alarm procedures, and bylaw procedures for each municipality to consistently perform complaint handling and dispatching task functions.
Extensive knowledge of the Regional Municipality of Waterloo street and road networks. Working knowledge of PRIDENicheRMS, and the CPIC system. Acquired knowledge of police computer networks and systems, such as the EDACS radio system, PERS 9-1-1 telephone system, CAD, Police Automated Registration Information System(PARIS) and the Intranet required to forward messages by mobile data terminals, perform queries and locate relevant information.
Familiarity with the judicial system, court processes and terminology, related paper flow processes, and police and community related agencies to refer callers.
Ability to work independently in a team environment with limited supervision; to adapt to frequently changing priorities, and to re-organize and re-prioritize calls for service based on severity of calls using available resources.
Communication, interpersonal, and basic crisis counselling skills used to answer stressful emergency calls in a tactful and sensitive manner while dealing with individuals with limited communication skills; to gather required information; to recognize and defuse unpleasant or difficult contacts; to answer and re-direct highly distraught and emotional callers in a calm professional manner while working under pressure in a chaotic environment. Ability to maintain composure with individuals who are emotionally upset, frustrated or verbally abusive; to represent the police service in a positive, professional manner.
Ability to occasionally travel within and outside the Region to attend court or training as required.
Ability to meet police security clearance requirements and to maintain confidentiality.
Ability to participate as an effective team member and to support and project values compatible with the organization.
Ability to meet testing requirements for the position.
b)Language Communication (Written & Verbal):
Ability to summarize events of incidents for direct data entry of emergency calls. Ability to input WillStates directly into Incident templates or occurrences as requested by investigating officers.
Ability to read, comprehend and remain current in policies and procedures, the Communications Manual, 911 Policies, City Directories, maps, reference books, mapping systems, regional directories, CD Rom phone bookand the Intranet.
Ability to speak clearly and control rate of speech, able to compose and broadcast transmission using acceptable police jargon. Ability to handle language barriers and communicate with distressed callers in a calm and professional manner.