Overview:
The Communications Operator (Dispatcher) is responsible to the Director, UW Special Constable Service and provides complaint handling, dispatches calls for service as well as multiple other tasks for the University of Waterloo Special Constable Service. The Dispatcher will receive all calls for service to the UW Special Constable Service, assign appropriate resources and make appropriate notifications. Calls for service/ response are received by telephone, e-mail, in person, electronically through the security alarm or CCTV camera monitoring and/or the Private 911 system. This position also provides parking information to UW members and visitors after the parking office closes at the end of the business day. This includes responding to entry requests through the intercom with the gate control equipment and after hour’s release of previously towed vehicles.
Responsibilities:
Communications
Answer all incoming calls to the Communications Centre including emergency 911 calls, nonemergency and administrative calls, general inquiries and emergency service requests (ambulance, fire, police)
Prioritize calls, ie, emergency, non-emergency, administrative calls, and dispatch them accordingly
Monitor units by responding to all requests on the radio, from UW Special Constable Services, Parking staff and other radio users
Initiate an appropriate response that may include forwarding calls, dispatching Special Constables and referring callers to outside agencies
Gather information from callers through the use of clear questions, calm demeanor and empathy and where appropriate, collates data from various callers in relation to the same call
Access and Safety
Evaluate and initiate calls from the public, which requires a Special Constable response
Accept found property turned into the UW Special Constable office, which consists of creating a report and securing the item into an evidence locker. When people retrieve lost items, the incumbent makes arrangements for the item to be retrieved from the evidence locker and then creates a followup report indicating the item has been returned
Operate the CAD system by recording details of calls, dispatches, and messages to identify appropriate response, updates information and operates required computer software systems to fulfill related job functions
Special Constable Service Administration
Generate nightly requests to WRPS regarding occurrence numbers
Create a Daily Brief, giving the entire department a brief synopsis of daily events
Understand and utilize multiple operating systems and programs that make up the matrix of information required to maintain security of the campus
Monitor Special Constables throughout the shift; keep status of Special Constables updated on computer
Make calls for additional assistance that Special Constables may require, such as ambulance, hospital, vehicle owner, tow truck, taxi, other Special Constables or departments
Remain current on policies, procedures and day-to-day campus changes
Create/open incidents, enter locations, enter caller and complainant information, verify and retrieve histories of previous incidents
Qualifications:
Law and Security diploma, graduate of Ontario Police College or equivalent education and/or experience
Current standard level of first aid certification and current basic rescuer level CPR
Must acquire and maintain a security clearance from Waterloo Regional Police
Experience in Police/Security operations environment an asset
Previous demonstrated ability dealing with people experiencing emotional distress
Experience dealing with highly detailed information quickly and accurately, in a high stress customer service environment
Must be willing to work rotating shifts and overtime as required
Applicants must be willing to undergo an in-depth background/security check
Exceptional communication skills both oral and written
Proven ability to assess information, prioritize responses, and handle confidential information
Excellent computer skills using Windows O/S including word processing, Excel and e-mail
Dispatchers work long shifts
Vaccination Requirement Statement:
Effective May 1, 2022, the University suspended its Vaccination Requirement. Prior to May 1, pursuant to this Requirement, all University employees were required to submit proof of full vaccination against COVID-19 (subject to the University’s obligations under the Human Rights Code to accommodate employees who were unable to receive a vaccination). The University’s Vaccination Requirement website can be found here: https://uwaterloo.ca/coronavirus/return/vaccination-requirement.
The pandemic is ongoing and public health advice continues to evolve. Accordingly, the University reserves the absolute right to reinstate the Vaccination Requirement on short notice, and upon such reinstatement you will be required to comply. You shall also be required to comply with any new health and safety policies/requirements implemented by the University from time to time, including new policies/requirements related to mandatory employee vaccination. As the University may need to reinstate the Requirement on short notice, it will continue to collect and maintain up-to-date information on employee vaccination status. Please submit your Covid-19 vaccine status (QR code) to: https://checkin.uwaterloo.ca/
Failure to comply with the Vaccination Requirement if it is reinstated, including failure to comply with any future amendments to the Vaccination Requirement, or failure to comply with new health and safety policies/requirements implemented by the University, including those related to new mandatory employee vaccination, shall result in discipline up to and including termination of employment.
The requirement to be vaccinated, if reinstated, will be subject to the duty to accommodate pursuant to the Human Rights Code. If you are unable to be vaccinated for reasons related to a ground protected under the Human Rights Code, you may submit a written request for accommodation with an explanation of the reasons and/or any supporting documentation. If you request accommodation, the University may follow up with you for further information if necessary.
Equity Statement:
The University of Waterloo is committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. The University of Waterloo is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.
The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuit/Inuk, Black, racialized, a person with a disability, women and/or 2SLGBTQ+.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.