Dispatcher
Ottawa Community Housing
Ottawa, ON
POSITION SCOPE

Reporting to the Manager, Community Safety Services Operations Administration, the Dispatcher supports the Community Safety Services and After-Hours Service Delivery teams by providing dispatching services that support the safe, effective and timely response to calls for service related to security, maintenance and parking. The Dispatcher receives and prioritizes calls, gathers and communicates accurate information to staff and contracted services, provides ongoing communication to, and support for, the coordination of staff in the field and ensures appropriate and accurate documentation.

SUMMARY OF DUTIES AND RESPONSIBILITIES

Receives requests for service and supports OCH’s response through the dispatch and ongoing support of required resources, including Community Safety Services, after-hours maintenance, parking staff, on-call managers and contracted services
Prioritizes requests for service after gathering and confirming all relevant information and with consideration to guidelines, urgency, and safety of staff and public
Supports the ongoing coordination of dispatched staff and contracted services, including maintaining ongoing radio contact, communicating updates and relevant and requested information in support of the safe, effective and timely resolution of calls for service
Uses applicable software and communications technology and ensures the accurate and timely retrieval and documentation of all required information related to calls for service
Understands, explains and supports adherence to procedures and directives by staff in the field, including standard operating procedures for emergency situations, maintenance issues and call-out procedures
Communicates with appropriate emergency service(s) for assistance as needed
Receives and responds to or transfers calls of an administrative nature from internal staff
Monitors equipment used, reports problems and provides support through to resolution, as required
Promptly reports all workplace accidents or incidents and unusual or dangerous work conditions
Represents OCH in a professional manner and treats all work-related contacts with respect and courtesy
Works in collaboration with other staff in a team approach to service delivery
Works in alignment with OCH values, interests and strategic objectives
Performs work in compliance with statutory requirements, including all applicable Occupational Health and Safety legislation, Municipal Freedom of Information and Protection of Privacy Act, Residential Tenancies Act, and OCH policies and procedures
EDUCATION/EXPERIENCE

A typical candidate will have the following qualifications and experience. Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge and ability warrant.

Completion of Grade 12
A minimum of two (2) years of experience in dispatching in a law enforcement or security services environment
KNOWLEDGE AND ABILITY REQUIREMENTS

Knowledge of dispatch practices and services
Knowledge of geographical areas serviced by OCH, map reading, telephone etiquette, radio protocol, operation of two-way radio
Knowledge of phonetic alphabet and various terminology and codes used by emergency services personnel to understand and communicate with emergency services
Knowledge of standard corporate software and database applications, including Outlook,
Word, Excel, internet browsers, Computer Assisted Dispatch, Enterpol Records Management System and Northgate
Knowledge of department operational policies, procedures and directives
Knowledge of factors present in tenant populations in social housing
Understanding of the values, vision and mission of Ottawa Community Housing and a commitment to support those objectives
Knowledge of applicable health and safety
Knowledge of the Municipal Freedom of Information and Protection of Privacy Act, Residential Tenancies Act, Trespass to Property Act, Criminal Code of Canada, and other relevant provincial and municipal statutory requirements
Written communication skills, including to log call details, update information on incidents and to provide written responses to requests for information
Oral communication and interpersonal skills to clearly and effectively interact with internal resources and emergency personnel by telephone and radio
Able to identify problems accurately and identify solutions
Ability to prioritize and coordinate multiple calls with consideration to guidelines, urgency, and safety of staff and public
Ability to draw information from various sources
Exercises appropriate judgment, including in communicating pertinent information to staff and dispatching resources in support of the safe and effective resolution of calls for service
Able to follow protocols and instructions and make decisions quickly within guidelines without close supervision
Ability to work under pressure and maintain self-motivation
Works in a confidential manner and demonstrates tact and diplomacy when dealing with sensitive issues
Proficiency in the use information technology such as telecommunication equipment and computer systems in the performance of work
COMPETENCY PROFILE

The core competencies to effectively perform in this position are Delivers Great Service, Builds Strong Work Relationships and Puts Learning to Work.

It is expected that these behaviours are demonstrated up to and including the specified level for each competency. Click here for the full competency profile.

Delivers Great Services

Builds Strong Work Relationships

Puts Learning to Work

Level A

Level A

Level A

LANGUAGE REQUIREMENTS

Oral fluency and reading and writing abilities in English are required
Oral fluency, reading and comprehension in French is required
An ability to speak additional languages commonly used by OCH tenants is an asset
OTHER REQUIREMENTS

Satisfactory Criminal Records Check
Able to work rotational shifts (afternoons, nights, weekends and holidays).
OCH is committed to providing accommodations for people with disabilities. If you require an accommodation, please notify Human Resources and we will work with you to jointly address your needs.