911 Emergency/Non-Emergency Call Taker

WHO WE ARE

As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police and fire call taking and dispatch services to more than 70 police and fire departments and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich.

JOB SUMMARY

We're looking for people to join our team in helping to save lives and protect property - people who thrive on making a difference and embrace challenges, variety, diversity and our corporate values of respect, integrity, collaboration, accountability and service. Our 9-1-1 Emergency / Non-Emergency Call Takers provide a critical service that supports both public and first responder safety, and are the hidden back bone for the work that our first responders carry out in communities across British Columbia. They are often the first point of contact for the people who call 9-1-1 which gives you a chance to assist the public when they are facing a crisis and get them the help they need. They are responsible for receiving emergency and non-emergency calls, providing call-taking services for our Police & Fire agencies, creating reports, and relaying information to dispatchers and appropriate services. Our 9-1-1 Emergency / Non-Emergency Call Takers work in our emergency communication centres – one located in Vancouver and one in Saanich, that operate 24 hours a day, 365 days a year to answer nearly 1.8 million calls annually.

JOB DETAILS

• Job rate: PG 17 | $30.41 to $35.77 per hour; $60,885 - $71,614 per annum (2022 rates)
• Training rate: PG 15 | $28.07 per hour; $56,193 per annum (2022 rates)
• Hours of work: 4 on 4 off, 12-hour shifts.
• Employee Group: CUPE, Local 8911
• Department: Operations
• Location: Vancouver, BC
• Job status: We are looking for qualified applicants who are keen to start work as a 911 Emergency / Non-Emergency Call Taker in the next three to six months. Specific job terms to be confirmed.

WHAT WE OFFER

• Meaningful work - work with a sense of purpose, supporting the public and first-responders.
• Competitive salary - with the opportunity for increases.
• Generous vacation plan.
• Excellent extended health and dental benefits.
• Employee Savings Plan - employer matched contributions to a savings account.
• Pension - we are members of the Municipal Pension Plan, a defined benefits fund.
• Career development - we are supportive in developing your skills while pursuing your career at E-Comm.

A STRONG CANDIDATE IS

• Excellent communicator | You are fluent in English and have a commanding telephone presence. In high stress situations, you are calm and can be assertive when necessary. You can quickly summarize and paraphrase information that you hear.
• Service-oriented | You have a strong desire to help others through public service. Your customer service skills include conflict-resolution and active listening.
• Energetic | You thrive in a fast paced environment and are able to multi-task with ease. The opportunity to take a variety of calls excites and motivates you.
• Collaborative | You enjoy working in a team environment. The opportunity to be involved in mentorship and interactive training programs will elevate your work and learning.
• Inquisitive | You have a thirst for knowledge and are always looking to improve. When you ask questions, it is driven by your curiosity to understand a situation.

WHAT YOU’LL NEED

• Education | High School Diploma or equivalent.
• Effective Communication Skills | Fluent in english both orally and in writing.
• Computer Skills | Must be able to type a minimum of 44 WPM during a 5-minute typing test.
• Geography | Knowledge of southwest British Columbia with an emphasis on Metro Vancouver area including knowledge of street names, landmarks, tunnels, bridges, and bodies of water.
• Work Authorization | A Canadian Citizen or Permanent Resident residing in Canada for a minimum 3 of the last 5 years.
• Availability | Able to work full-time during 9 month training period with minimal or no vacation time.
• Security Clearance | Applicants must be successful in a Vancouver Police Department (VPD) interview that will investigate your employment, education, associates, finances, drug and alcohol use, and criminal activity over the past 10 years.
• Covid-19 Vaccine Requirement | As an integral part of British Columbia’s emergency services, all E-Comm employees are required to be fully vaccinated as a condition of hire and ongoing employment. Candidates may only be exempted from this requirement if they request and are approved for an accommodation based on a characteristic protected by the British Columbia Human Rights Code.

NICE TO HAVE

• Additional education | Courses in public safety, emergency communications, or criminology.
• Volunteer or work experience | Experience working in a Public Safety or Emergency Services environment.
• Superb geography knowledge | Knowledge of British Columbia Geography at a high level. This can include knowledge of street names, landmarks, tunnels, bridges, and bodies of water.
• Call-centre experience | Experience working in a high-pressure or high-volume call-centre.