Operations Dispatcher [Canada]


 
Job Description:

POSITION PURPOSE

Reporting to the Manager, Bus Operations, is responsible for enforcement and operations dispatching functions, including providing passenger information, by-law, federal and provincial legislation to enforcement staff; dispatching appropriate uniformed and support personnel to transit incidents and emergency situations; monitoring CCTV cameras, emergency call equipment, fare and Presto machines; monitoring voice and text messages from Region staff and conventional transit operational service contractors; reporting and documenting transit incidents such as damaged property, accidents, Mobility Plus incidents, etc.; monitoring the YRT/VIVA Rapidways in relation to safety, security, vehicle breakdowns and contracted work and maintaining information in a central information system; contacting on-call enforcement, facilities, contractors, and Transit Management Systems for any major software or facility issues.



MAJOR RESPONSIBILITIES

  • Provides support to enforcement staff in the field, via radio and phone by supplying and verifying passenger information such as names, addresses, behaviour flags, past infractions, etc.
  • Dispatches Enforcement staff to attend various calls for services including passenger behavior, property damage, issues of safety and security etc.
  • Assists enforcement staff with details regarding local Municipal by-laws applicable to transit, the Criminal Code of Canada, and other related federal and provincial statutes.
  • Monitors voice and text messages from conventional transit operational service contractors.
  • Utilizes transit management systems and global positioning technology to monitor and react to conventional service disruptions.
  • Monitors weather and traffic conditions and alerts both Operations staff and service contractors of any potential issues.
  • Logs and records all calls, inquiries and dispatching activities into the central information system.
  • Assigns, tracks, and controls all operational fleet vehicles to appropriate staff.
  • Provides front line staff with accurate communications via public safety radio system.
  • Assists Enforcement staff with investigating details to involving customer inquiries, issues, and concerns in accordance to operating procedures.
  • Provides after hours coverage for the customer service call centre including customers who require mobility assistance.
  • Performs other duties as assigned to meet Branch and Departmental objectives.


QUALIFICATIONS
  • Successful completion of College diploma in Police Foundations, 911 and Emergency Services Communications or equivalent combination of education and experience.
  • Minimum two (2) years dispatch and related customer service experience.
  • Working knowledge of Federal and Provincial legislation and municipal by-laws related to transit enforcement.
  • Satisfactory Police Criminal Background Check.
  • Demonstrated excellent communication and interpersonal skills; and must be customer service oriented.
  • Knowledge and demonstrated ability in corporate core competencies including communication, innovation, teamwork and collaboration, and personal ownership.
  • Computer literacy utilizing transit management systems technology and MS Office applications.
  • Ability to maintain confidentiality and to exercise good judgement and discretion in dealing with personal information.
  • Ability to work shifts, including nights, weekends and holidays as required.

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