9-1-1 call takers
About the Emergency Communications Operator I, 9-1-1 call taker, position
The Ideal Candidate
- Displays honesty, integrity and ethical conduct at all times
- Is committed to professionalism and excellence in customer service
- Reacts quickly, logically, efficiently, and calmly in emergency situations
- Respectfully responds to calls in various states of mind
- Displays exceptional prioritizing and multi-tasking skills in an emergency, priority driven environment
- Exhibits excellent oral and written communication skills
- Remains flexible and adaptable in an ever changing work environment while contributing to the teams goals
- Possesses visual acuity of 6/9 (20/30) in the best eye
- Is interested in making a long term career at E-Comm and is able to commit to being available to us for a minimum of four years
Education and Experience
- Grade 12 Diploma, ideally supplemented by courses in public safety, emergency communications or criminology
- Experience working or volunteering in an emergency services environment is desirable
- Experience working in a high volume call centre environment is preferred
- Knowledge of British Columbia geography and Metro Vancouver bridges, highways, municipalities, parks and waterways an asset
- Excellent computer skills with fast and accurate keyboarding >44 WPM
- Each new Emergency Communications Operator 1 is provided (and must pass) paid classroom training, which includes daily homework, weekly tests, final exams and ongoing assessments followed by on the job training. Training is mandatory and will occur during your first 3 to 6 months at E-Comm. Flexibility is required and expected for both Regular and Temporary Full-Time employees relating to schedule changes to accommodate classroom training and one-on-one mentoring/training. This may include change of hours, change of rotations and change of teams. You must have a flexible availability to meet the training and shift requirements. Lastly, Regular Full-Time employees must successfully pass a 9-month probationary period.
What We Offer the Successful Candidate
- The starting wage for this position is $23.51 per hour (training rate). After completing a 9-month probationary period the hourly wage will be $25.47 per hour.
- We offer excellent wages and benefits for Regular and Temporary Full-Time Employees. In addition there is a full range of benefits after 6 months of continuous employment.
Extensive Career Opportunities are Available
- Emergency Communications Operator 2 (Dispatcher)—$28.75 to $33.86 hourly
- Central Dispatcher—$31.20 to $36.72 hourly
- Emergency Communications Operator 3 (Trainer)—$31.20 to $36.72 hourly
- Team Lead—$27.61 to $32.48 hourly
- Team Supervisor—$33.86 to $39.95 hourly
- Team Manager—Management Salary Scale
Position Status: Regular and Temporary Full-Time
Shift patterns: We are a 24/7, 365 day operations, therefore workdays include nights, weekends, and statutory holidays including Christmas, New Year's Eve, Halloween and special events. Currently the hours of work for Regular Full-Time and Temporary Full-Time employees are 12-hour shifts, 4 days on and 4 days off rotation, and each block you will alternate between AA/DD and BB/CC times. A = 0700 to 1900; B = 0900 to 2100; C = 1500 to 0300; D = 1900 to 0700.
Location: E-Comm 9-1-1, 3301 East Pender Street, Vancouver, BC (across from Playland at the PNE)
Employee Group: CUPE, Local 873-02
To learn more about the job you can read Calm in the Eye of the Storm, Vancouver Province, Oct 8, 2006 to learn more about E-Comm and the position.
The recruitment process
All candidates must first apply to our Emergency Communications Operator 1 (ECO 1) posting online through our career portal. NB – if the ECO 1 position is not visible in our Portal, please feel free to setup an alert for all future position(s) here.
Stage 1 - Recruitment Testing Session (RTS)
Each RTS session lasts approximately 90 minutes. The session will include:
- CritiCall testing - approximately 60 minutes
This computer based test assesses your skills and abilities in the following areas:
- Data entry and keyboarding
- Call summarization
- Decision making
- Cross referencing
- Memory recall
- Character comparison
- Map reading
- Work skills testing - approximately 30 minutes
This computer based test assesses problem solving and learning aptitude in three forms (verbal, quantitative/reasoning and memory).
Stage 2 – E-Comm Pre-Screening (EPS) Phone or Video Interview
The format of the EPS interview consists of behavioral and situational questions and will last approximately 15-30 minutes and may be conducted either by phone, or by video.
Stage 3 – E-Comm Assessment Centre (EAC)
The EAC is comprised of a full two (2) hours including question and answer, mock lessons, followed by the application of the lessons in real-world scenarios encountered by ECO 1's. This includes everything from their first day of training and beyond.
Stage 4 – E-Comm Panel Interview (EPI)
The format of the EPI consists of behavioral and situational questions and will last approximately 30 to 60 minutes. Following the interview, there will be a short geography test.
Stage 5 – Audiogram
An Audiogram completed within the last 12 months indicating bilateral hearing ability within the normal range (with or without hearing aids) is required.
Stage 6 – References
E-Comm will complete a minimum of two (2) to three (3) employment references comprised of managers and/or supervisors from the last five (5) to seven (7) years of employment.
Stage 7 - Security Clearance
As a condition of employment, candidates must obtain and maintain a security clearance issued by either the Vancouver police department or the RCMP, which involves an in-depth background investigation. You must have been in Canada for a minimum of five (5) years. The background investigation will be performed to assist and determine suitability, reliability and security of the applicant being considered for employment with E-Comm. The investigation concentrates on, but is not limited to, previous employment, education, neighborhood inquiries, friends and associates, character references, personal finances, drug and alcohol use, and criminal activities. This process is facilitated by the E-Comm Human Resources department and you will be provided with forms to complete.
Stage 8 - Employment Offer
The successful candidate will be presented with an employment offer letter outlining terms and conditions and training schedule once you have successfully obtained the required police security clearance.