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The Corporate Resilience - Dispatch office is seeking a Communications Operator. This role is responsible for receiving, monitoring, assessing, and managing incoming emergency calls, and for taking or directing the remedial actions required, in accordance with Service procedures. Provides dispatching and communications services to ensure coordination of effort among multiple internal and external stakeholder, including Special Constables, Station Services, Rail Operations, Bus Operations, NOC, local police, and third parties who operate on our rail and bus network to address responses to incidents and emergencies.
 

• Daily operations of emergency communications under the Corporate Resilience department of the Customer Protection division, working as an integrated member of the Network Control Centre to address any actual or emerging passenger or transit network security risks, hazards.
• Receives, monitors, and assesses and triages incoming emergency calls and responds to in inverse order or assessed risk by initiating remedial action
• Manages calls that requires a combine presence of Customer Protection Special Constables, Police, ambulance, or emergency response resources for other divisions and services.
• Supports the broader Network Operations Control (NOC) team in dealing with significant incidents and responses to unplanned emergencies by providing dispatching services and coordinating with Customer Protections Services and community emergency response partners
• Monitors visual and audio communications including CCTV, phones, UHF radios, Personal alarm devices, Text for help platform and access control points. Responsible for taking appropriate response/action including relaying detailed and accurate information to members of Customer Protection and Revenue Protection in the field, Supervisor, Manager, and outside emergency service departments
• Providing prompt assistance to ensure protection of Metrolinx customers and/or employees and their property, along with corporate assets, by relaying detailed information to supervisor, manager, security personnel, Customer Protective Services officers in the field and/or appropriate outside emergency service departments.
• Providing the first line of communication between Customer Protective Services, and/or other Metrolinx Transit Communication Control Centers or departments or outside emergency service by using visual and audio communications including CCTV, phones, UHF radios.

What Skills and Qualifications Do I Need?

• Post Secondary college certificate in Emergency Telecommunications, or a combination of education and experience deemed equivalent.  Must be able to pass a background check including but not limited to criminal record and social media conducted by Cobourg Police as well as an RCMP fingerprint screening to access the C.P.IC. and P.A.R.I.S systems 
• A minimum of twelve (12) months related dispatching / communications experience dealing directly with employees, the general public, and police, where timeliness of decisions are critical (e.g.in the police, emergency services or logistics field). 
• Must successfully complete environmental, safety and any other training required by corporate policy. Must be able to pass a typing test. Must be able to pass the Criticall Public Safety Communicator test.
• Excellent oral and written communication skills.  Must have a working knowledge of computers including word processing and spreadsheet applications. Must be proficient in the use of internet/intranet search techniques to access information. 
• Judgement is required in providing effective dispatch services involving a variety of situations, which could potentially impact customer safety & security, customer relations and Metrolinx / GO Transit’s reputation, as well as impact the safety of employees and property.  Demonstrated proficiency using sound judgement skills to respond immediately and effectively to emergency/safety situations, service delays and other incidents/events where decisions and action must be taken promptly and decisively. 
• Ability to make sound decisions while under pressure of stressful situation.
• Ability to gather information while making judgement calls to relay information to the correct internal and external stakeholders (Customer Protective Services officers, police, ambulance, or emergency person for other Divisions and Services)

Other Requirements:

Shift work, weekend work and work on statutory holidays required.  Dispatch duties include extended sedentary periods of work.  Available Shifts: 80 hrs bi-weekly 24/7 & varying.

We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com.