EDUCATION:

A secondary school diploma or a combination of education, training and/or experience.
Degree equivalency

EXPERIENCE:

E1 - Recent* and significant* experience working in a call centre which includes using various emergency tools while respecting and adhering to protocols, policies and guidelines.
E2 - Recent and significant* experience handling inbound and outbounds calls from clients and collecting data.
E3 - Recent and significant** experience using a computer or computer applications such as databases and word processing.

KNOWLEDGE:

K1 - Knowledge of the Parliamentary Protective Service.

EDUCATION:

911 dispatcher and emergency response communicator diploma.
Degree equivalency

EXPERIENCE:

AE1 - Experience working in a security or law enforcement work environment.
AE2 - Experience working in an emergency communications centre and/or in a Public Safety Answering Point (PSAP).
AE3 - Experience as a 911 dispatcher.
AE4 - Experience working at the Parliamentary Protective Service.
AE5 - Experience using a computer aided dispatch system (CAD).

OPERATIONAL REQUIREMENTS:

• The successful candidate(s) will be required to undergo and succeed mandatory training for the position.

Ability and willingness to:

• work in an environment or situation involving firearms;
• work shift work;
• testify in court of law if required;
• work on short notice and overtime to meet operational needs;
• be exposed to emotionally charged clients and incidents which may be traumatic, violent and disturbing;
• work in a confined or restrictive workspace, wear a headset, and exposure to multiple computer screens, and noise disturbances for extended periods of time;
• undergo testing to meet the medical profile standards established for the position (hearing test and color blindness test).

• Monitors parliamentary security systems and displays to provide situational awareness support to front line members;
• Operates integrated security systems, which include access control, intrusion detection and closed-circuit video equipment;
• Monitors various systems for data input and integrity; retrieves, analyzes, deciphers, records and relays accurate and timely information using a computerized dispatch system, incident reporting and record management system and various other database systems;
• Operates multi-line telephone systems, radio systems, parliamentary emergency notification and alerting systems; responds to emergency and routine calls; determines the requirement for emergency assistance and transfers calls to the appropriate agencies, division, unit or individual;
• Assesses threats and risks related to calls for service and alarms; gathers critical information to initiate appropriate response; prioritizes response;
• Dispatches, monitors status, provides situational updates, and keeps track of on duty units and resources using various telecommunications devices and systems;
• Acquires necessary information to analyze and anticipate escalating or deescalating situations; provides support to resolve problems, issues and complaints; assesses and provides suitable information and actions as deemed necessary to deal with the situation;
• Ensures active offer of service to employees and the public in both official languages.