Communication Operator

LocationVacanciesJob AdStatusSalary
Toronto24
Full Job Posting APPLY NOW$72,865 - $95,731

Are you looking for a fulfilling and meaningful position where you can make a difference on a daily basis? Have you been looking for an employer that boasts competitive salaries and comprehensive benefits? Consider joining the Toronto Police Service (TPS). TPS is looking for people who are seeking a rewarding, service-oriented career to join the Communications Services in the position of Communications Operator. This position is comprised of two job functions: 911 Emergency/Non-Emergency Operator and Dispatcher.

In this job, you will have responsibility for receiving incoming calls on both emergency and non-emergency lines and initiating the appropriate police, ambulance, or fire response. You will operate various communication consoles in order to triage calls and relay the appropriate information to both the public and to police. For the full description of job duties and requirements, please read the full job ad linked above.

How do you know if this is the career for you?

  • You will be assigned to either an 8-hour or 12-hour shift depending on business needs.
  • You must be able to perform consistently for the duration of your shift. If high-pressure situations are emotionally draining for you, this may not be the right fit.
  • You have experience dealing with challenging customer service situations. You know how to identify what the customer’s issue is and resolve it in a courteous and expedient manner without escalating a situation.
  • You aren’t intimidated by the idea of shift work. You are excited by the idea of working outside of a 9-5 environment, where you work longer, more condensed hours (including on weekends and holidays) but with more extended off-time periods.
  • You consider yourself someone who is cool under pressure. You aren’t ruffled by the idea of multi-tasking and can maintain organization and strong communication in the face of stressful situations.

We encourage you to carefully read and understand the information provided in this section – it will help you determine if there is a mutual fit between you and the Communications Services.

Shifts
Communications Services is fully staffed 24/7, 365 days a year. You must be aware and comfortable with the following shift work requirements in order to succeed in this position:

  • You will be assigned either an 8-hour or 12-hour shift schedule, depending on business needs. Shift schedules are on a 4- or 5-week schedule that rotates between different shifts (day, afternoon, night)
  • Working weekends on a regular basis is required
  • Working Statutory holidays is required if your shift schedule calls for it
  • You may be required to work overtime (either before or after a shift) with very limited/immediate notice

Training
You must successfully complete an intensive 32-week (8-month) training program. The program includes 17 weeks of call-taker training and 15 weeks of dispatch training. You will receive regular performance evaluations throughout the training.

Work Environment
Be prepared to encounter a restricted environment with scheduled breaks and lunches. You won’t be able to check your phone whenever you want or leave to grab a coffee when you feel antsy. You will be expected to follow the daily schedule prescribed by your supervisors.

You will be working at a rapid pace with extended periods of extended concentration. You should be able to sustain your focus without the need for frequent downtime.

You must recognize that a high-stress environment will be the norm, not the exception. You will be exposed to difficult situations on a regular basis, such as suicidal callers, violent crimes in progress, or other high-pressure situations.

For more insight into this job, we strongly recommend you watch these two videos: https://tps.hrassociates.ca/video/

The following videos provide additional information and deeper insight into the Communication Operator role.

If you still have questions and would like to discuss the role further, please contact a member of the recruitment team at tps@hrassociates.ca.

While the following British short film is centred on a day in the life of a Fire Communications Operator, the premise is essentially the same.  This video accurately illustrates the Communications Operator’s ability to adapt from processing routine events to handling major incidents and vice versa.  It further demonstrates the resiliency required to consistently offer callers excellence in customer service.

 StageDetailsTimelines 
Application Submission & ScreeningSolely applications submitted through the TPS careers portal will be accepted and reviewed: APPLY NOWAccepting applications as of November 14th, 2022.
testTestingSelected applicants must successfully complete a multi-level testing process.

1. Candidates will be tested on short term memory, typing (minimum 40 WPM), spelling, sentence clarity and reading comprehension. Candidates will also be evaluated on call taking skills, such as such as computer-related multi-tasking abilities, keyboarding/data entry skills, memory retention, prioritization, map reading, call summarization and performance under stress.

2. Telecommunications simulator test, measuring motor skills, eye-hand coordination, multi-tasking, memory retention and performance under stress.

*Please visit TIPS for more information.
November, 2022 to January, 2023.
Mandatory Information SessionSuccessful applicants must attend an information session to gain better insight into the role and requirements of training. December to February, 2023.
meetingClient InterviewsSuccessful applicants will be invited to attend an in-person interview, which will consist of a series of situational, job knowledge, and behavioural style questions.

*Please visit TIPS for more information.
December to February, 2023.
bkBackground CheckSuccessful applicants will be subject to an in-depth background check which includes education, employment, personal history and reference checks.January to March, 2023.
meetingPsychological Assessment and ObservationsSuccessful applicants will require to undergo a psychological assessment and participate in job shadowing for observational purposes.February to March, 2023.
healthConditional OfferOffer presented and subject to meeting conditions of employment which include a medical evaluation, inclusive of specified hearing and vision requirements. April, 2023.
happyStartAnticipated start date.May 8th, 2023.

THE APPLICATION

Your application is the first impression you make. Make yourself stand out from other candidates by ensuring your application is tailored to the job and fully demonstrates your qualifications.

  • Read the job description closely! Knowing the job description and requirements thoroughly, will help you prepare the best application.
  • Ensure that your resume and/or cover letter directly address how you meet the requirements of the job. Don’t assume the employer will read between the lines – in fact, assume that they won’t.
    If you have a qualification, prove it using active verbs that demonstrate your responsibility (e.g. “I generated and analyzed daily reports using MS Excel” rather than “I assisted with reporting”)
  • For more insight into this job, we strongly recommend you watch these two videos: https://tps.hrassociates.ca/video/

THE INTERVIEW

Many organizations like the Toronto Police Service use a mix of situational, knowledge, and behavioural interview questions. Behavioural interviewing assesses the candidate based on their past behaviour.

  • Study the job description. Familiarize yourself closely with the duties and requirements and think about how you meet them.
  • Review major projects or assignments you have worked on.
  • Make a list of your professional accomplishments. Don’t forget any volunteer or other community-based work.
  • Come up with a list of competencies, attributes, and skills.
  • Remember the STAR method when formulating your response

Situation: Set the scene and give the necessary details of your example.
Task: Describe what your responsibility was in that situation.
Action: Explain exactly what steps you took to address it.
Result: Share what outcomes your actions achieved.

  • Be prepared for a formal, structured interview with more than one panel.
  • Be open and honest in your answer.
  • Practice! Practice your interview responses aloud.
  • Don’t forget to use experiences that may not be job related – volunteer work or other community-based work can provide you with excellent experience and examples of your skills.
What are the shifts like and will I have to work weekends and holidays? You will be assigned to either 12-hour or 8-hour shift schedule, depending on business needs.

You will have to work weekends on a regular basis and holidays, if your shift schedule calls for it. You will have your shift schedule well in advance to plan accordingly.

For more information, see the “Before You Apply” section.

Where is the position located? You will be required to attend training at the following locations:  Don Mills & Eglinton; Dufferin & Finch; and at Toronto Police College in Etobicoke.  All locations are accessible by public transit and have parking available
What is the anticipated start date? We are currently recruiting for a start date of May 8th, 2023.
Do I get benefits and/or a pension plan? Yes.  You are eligible for the comprehensive benefits package and pension plan upon successful completion of 1044 hours.
Is training provided? Yes. You must complete a 32 week paid training program before officially starting the job. This training will follow the assigned full time schedule including days, afternoons, midnights and weekends.

For more information, see the “Before You Apply” section.

Whom can I contact if I have further questions? Please do not hesitate to email us at tps@hrassociates.ca or call us at 416-237-1500 ext. 238.

The Toronto Police Service is committed to reflecting the diverse communities we serve. We encourage applications from our diverse communities, including Indigenous Peoples, persons with disabilities, women, visible minorities, LGBTQ+ persons, those who are able to speak fluently in another language(s) and anyone committed to a rewarding career in public service.

THE TORONTO POLICE SERVICE SUPPORTS EQUAL OPPORTUNITY INITIATIVES.

Accommodation will be provided in all stages of the hiring process.

Contact us for any accommodation requests, and we will work with you to meet your needs.

YOUR CAREER…YOUR COMMUNITY…YOU CAN MAKE A DIFFERENCE!

Questions? Contact our recruitment team.

416-237-1500 | 1-866-598-1500 x238 | tps@hrassociates.ca

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