The Edmonton Transit Service (ETS), in collaboration with community partners, takes a multilayered approach to safety and security and is committed to the safety of patrons and City staff. Reporting directly to the ETS Security Supervisor in the 24/7 ETS Control Centre, the Transit Security Dispatcher is a safety critical position and first point of contact to citizens, staff, public and security services.

What will you do?

• Receive all requests for service, complaints and concerns via Transit Watch or radio in a courteous and professional manner
• Provide information and direction to non-emergency callers and resolve difficult and sensitive public inquiries and complaints
• Evaluate the priority of security incidents and initiate ETS response; determine the nature and location of the incident and extract vital information regarding the circumstances of the incident or complaint
• Provide consistent, effective and prompt communication services to the Safety and Security Division of ETS
• Notify Police, Fire and Ambulance for criminal events or life safety emergencies
• Coordinate with LRT and Surface Control to dispatch security personnel to calls for service throughout the ETS operating area; communicate with security guards, peace officers and emergency first responders via radio and telephone
• Intermittently monitor and conduct proactive virtual patrols using the ETS Closed Circuit Television System (CCTV)
• Control door and facility access for all ETS facilities and washrooms using BMS/C-cure
• Use the Public Address System to conduct real time voice announcements to keep patrons informed on changes/delays in service and provide direction in the event of an emergency
• Record Mains vault tracking, weekly PA system and Help Phone Inspections, and submits work orders where required
• Record and report system failures and contact the appropriate resource for resolution
• Conduct notification system checks documenting deficiencies to the attention of the Superintendent
• Provide Special Event and Fair Blitz support
• Other related duties as required

• Completion of Grade 12
• Completion of a recognized Certificate or Diploma related to Emergency Telecommunications and Response, Law Enforcement, Security or Criminology
• Minimum of three (3) years of experience in customer service, including one (1) year of experience in a security or transit environment

Assets:

• Emergency First Aid and Mental Health First Aid certificate
• Tactical Communications (business professionals or law enforcement) training
• Incident Command System (ICS-Level 100) training
• Experience dealing with employees, the general public, security and police where timeliness of decisions are critical (e.g. in the security, peace officer, police, or logistics field)
• Video monitoring experience in a law enforcement or security setting using sophisticated devices and software
• Experience providing evidence in court
• Experience with record management and dispatch systems (CAD, POSSE, Transit Master), alarm systems (C-CURE, BMS, panic buttons, emergency help phones) and/or video surveillance systems (Genetec, mSET)
• Knowledge of the Public Spaces Bylaw, Trespass to Premises Act and Video Surveillance privacy regulations (monitoring and use)
• Ability to communicate in a language other than written/verbal English

Skills required for success:

• Proficiency in Google Workspace Applications
• Ability to operate complex and specialized technical equipment, multitask and think quickly and critically in a fast-paced, high-stress, team-oriented environment
• Ability to anticipate challenges and prioritize urgent issues, including the ability to optimize time and resources with making effective decisions
• Ability to stay calm while dealing with difficult people in a variety of high stress situations
• Strong verbal and written communication skills, including the ability to communicate clearly and concisely in verbal and written communication (report writing, email correspondence, etc) with a diverse population
• Must be able to communicate clearly and effectively with ETS first responders, police, fire and or ambulance personnel in the performance of duties in emergency situations
• Skilled in exercising good tact, sound judgment and firmness in dealing with the public and coordinating response to difficult/complex situations
• Completion of environmental, safety and other mandatory courses/training upon hire
• Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
• Embracing a culture of equity, diversity, reconciliation and inclusion

Conditions of Employment:

• Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position, there may be a cost associated with this requirement.
• Applicants may be tested

Working Environment:

• Must be able to work a variety of shifts to provide 24/7 coverage from Monday through Sunday, including day, evening, night and weekend shifts; may be required to work extended hours in the event of a critical event to provide operational support to the ETS Control Centre.
• Physical ability and manual dexterity to perform the work tasks, including prolonged periods of sitting, sustained periods of typing and continuous visual concentration to monitor computer screens.
• Resilience and ability to work and succeed in an environment where surveillance video footage may show graphic or disturbing situations.

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [email protected]. Learn more about our benefits https://bit.ly/COEbenefits.

Up to 1 permanent full-time and 1 temporary full-time position for up to 18 months in duration as per article 7.11 of the ATU 569 collective agreement.

Hours of Work: 37.5 hours per week

Salary: $38.360 - $42.024 (Hourly); $75,089.700 - $82,261.980 (Annually)

Recruitment Consultant: AG/SO

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.