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.

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.