Job Specification

Purpose of Position :

To provide operational support to the detachment by taking municipal services calls, 911 calls and OPP/detachment inquiries and dispatching the appropriate service response (fire, ambulance, hydro, water, works department).

To provide reception and administrative support to Detachment personnel in the co-ordination and processing of administrative services.

Duties / Responsibilities :

1. Receives and responds to public calls for municipal services, including 911 fire calls, hydro/power outage, animal control, flooding and/or broken water mains by: operating telecommunications equipment; obtaining and recording relevant background information on occurrences from callers; prioritizing situations based on estimate of current ongoing issues and availability of assistance; liaising with municipal personnel to relay accurate information; dispatching appropriate service; and/or re-directing calls to appropriate agencies.

2. Greets visitors to the detachment/Fire Services, providing and exchanging information and/or forms and documents upon request, e.g. Criminal Record Checks, return of driver's licenses, freedom of information, taxi by-law application, and burning permits. Refers more in-depth enquiries to a uniformed officer or other personnel. Responds to telephone enquiries from various agencies, government bodies, fire departments, police services, the public, etc., providing or receiving detailed information, e.g., insurance agencies, Crime Stoppers, Children's Aid Society, and Ontario Fire Marshall. Refers calls for DRU or to Communications Centre for dispatch. Redirects calls, as required.

3. Administers municipal by-laws, e.g. taxi by-law application and alarm by-law, by preparing notification letters, issuing applications, collecting fees and issuing receipts.

4. Monitors detachment prisoners via video monitoring system by: performing CPIC checks on prisoners; scanning for red flags (i.e. suicidal prisoners); operating and maintaining security video tapes; documenting the prisoner's physical and mental behaviour; calling/ordering for meals and medication; and responding to prisoner's calls (audio communication); ensures quality of care for prisoners and safety of officers attending cell area. Calls for uniformed officer or professional assistance in case of security concern i.e. self-inflicted physical harm, suspicious activities or resisting cooperation with officer. Liaises with Sergeants/O.I.C/Court Services regarding prisoner status; release of information, meals, medications etc, and forwards required forms/documentation on prisoner's behaviour.

5. Monitors internal fire and/or intrusion alarms, including internal building alarm panel for major industrial, commercial alarms and Court facility. Maintains list of key holders and contacts assigned key holders, Communication Centre and/or the police, in the event of alarm activation.

6. Retrieves occurrences from Ontario Municipal Provincial Police Automotive Cooperative (OMPPAC), Niche RMS and CPIC, verifying court dates, releases, applicable charges, etc. Communicates with and provides documentation to external parties, i.e., Crown Attorneys, court services personnel.

7. Enters, updates or removes all relevant data/information in various databases, including the Canadian Police Information Centre (CPIC) i.e. wanted persons, charges & conditions of release, trial dates, probation & prohibition orders, all properties and relays accurate information to officers. Creates Niche occurrences and enters reports, tasks, UCR for all CPIC entries. Maintains up-to-date records management system. Validates and purges all CPIC entries and ensure validity of records.

8. Transcribes the following: video, audio and written statements from victims, accused persons and witnesses; digital (Dictaphone system) interviews using WAV Player programs; 911 compact discs.

9. Performs manual and electronic filing of various court/detachment documents and correspondence, e.g., monthly trial list. Maintains a variety of manuals, forms and schedules, e.g. municipal emergency services, WHMIS, Hazardous Materials, etc.

10. Signs-in charged persons awaiting trial, convicted criminals as part of their sentences, including acquiring the proper paperwork for file, doing CPIC checks and notifying the respective investigating officers and/or Court Officer of failure to report.

11. Performs a variety of clerical and administrative duties, e.g. tracking and locating information; acting as commissioner of oaths and swears to affidavits and the authenticity of investigative evidence; composing and preparing correspondences, forms, letters, memoranda, reports, e.g. lost/found property reports, police assistance reports, etc.; gathering data/statistics and disseminating as directed, opening and distributing mail; processing outgoing mail; arranging courier and other special delivery package services; sending faxes; proofreading documents; transmitting emails; photocopying and distributing documents; making meeting arrangements; maintaining office equipment e.g. fax, photocopier, and arranging for servicing, as required.

12. Performs other duties, as assigned.

Staffing and Licensing :

Ability to pass an OPP background security investigation.

40 w.p.m. typing speed.

Ability to work 12 hour shifts in a 24-hour rotating shift environment.

Knowledge :

Knowledge of Standard Operating Procedures, Adequacy Standards, police, fire and other emergency service's procedures, practices and techniques;

Knowledge of Police Orders, Prisoner Care Manual, Canutac, Emergency Response Guidebook, training guides, HAZMAT and Dangerous Goods, WHMIS;

Knowledge of Standard Operating Procedures for Municipal Fire Department (e.g. Collingwood and Quinte), 911 Operations Manual, Town Emergency Plans (e.g. Collingwood, Blue Mountains, Quinte); and sections of manuals related to radio operations and functions including call taking and dispatch to handle emergency calls on fire incidents; perform telecommunications services with the police services and fire department, and the public to take calls and perform dispatch duties.

Knowledge of relevant procedures related to specific municipal by-laws to administer and provide information to the public.

Knowledge of relevant sections of OPP, ministry and detachment manuals, policies, protocols, procedures and practices to provide administrative and clerical support to detachment.

Knowledge of and ability to operate two way radios to send and receive information to and from emergency personnel.

Knowledge of phonetic alphabet, TTY, various terminology and codes used by emergency services personnel to understand and converse with hydro and fire personnel, etc., regarding incidents.

Knowledge of and skill in computer operation and software including Microsoft Word, Excel and PowerPoint to produce court documents and type correspondence; and knowledge of specific software applications such as RMS, CPIC, Fire CRISYS to enter, update and retrieve data/information and perform queries.

Knowledge of records management practices and Niche RMS technology to maintain an organized, up-to-date records system.

Knowledge of community/social services agencies and referral process to provide information and assist the public.

Knowledge of relevant geographical area and skill in reading maps to verify addresses in Niche and to direct callers to appropriate agencies.

Knowledge of the operation and maintenance of office equipment such as photocopier and fax to photocopy material, transmit correspondence and documents, and maintain equipment in good working order, arranging for servicing as required.

INTERPERSONAL AND COMMUNICATION SKILLS: :

Oral communication skills to clarify the nature of requests from callers, relay messages, and respond to enquiries by providing detailed information, in person and by phone to agencies, companies, court and legal personnel, police services, and the public.

Listening skills to elicit vital information from callers regarding incidents, and to respond quickly and appropriately.

Oral communication and interpersonal skills to interact with officers and fire department personnel by telephone and radio during emergency dispatch, clearly and efficiently conveying information, e.g. occupancy of residential fires, chemical hazards present at the scene, etc.

Written communication skills to log call details, input accurate information for dispatching, compose correspondence, proofread a variety of documents, compile reports and summarize information.

Exercises empathy, tact and diplomacy while greeting and responding to requests for service and information from individuals who are sometimes distraught, overly emotional or panicked; and when communicating with prisoners.

PROBLEM SOLVING/COMPLEXITY: :

Reasoning and problem solving skills to determine the best approach to elicit information from distraught or panicked callers; to assist hearing impaired callers and work through typing errors/inaccuracies; to determine the appropriate agency or response to dispatch; and to relay accurate information to duty supervisors, OPP communications center, fire department supervisors and other assisting agencies.

Analytical skills to prioritize numerous calls for service from the public and deciding which call to act on first based on need, urgency and well being of the public, firefighters and police personnel.
Tracks down supporting court documentation for CPIC entries, report-ins, etc.

Identifies and analyzes the nature of enquiries or calls, some of which are confidential and/or sensitive in nature, gaining clarity of request, and determines how best to respond or whether to refer person to a uniformed officer or other personnel. Troubleshoots office equipment malfunctions.

JUDGEMENT AND DISCRETION: :

Works in accordance with established manuals, practices and procedures. Plans and prioritizes administrative work on a daily basis. Follows prescribed instructions and makes decisions quickly within procedures on issues that could affect lives and the safety and well-being of the public, prisoners, police officers and other emergency services personnel; and sometimes determines what service must be dispatched.

Works with minimal supervision in performing dispatching, call-taking clerical and administrative support duties. Supervision is available for the more difficult decisions and question.

Recommends when to call in additional personnel to assist in the event of high call volume or emergency situations.

Selects appropriate format/design for office documents including presentations, utilizing various software, which involves the selection of advanced features to manipulate data/information and shape appearance.

Makes editing/proofreading changes to documents, reports, letters and memoranda.
Exercises discretion, tact and diplomacy when responding to enquiries over the phone and counter.

RESPONSIBILITY FOR THE WORK OF OTHER EMPLOYEES: :

There is no formal responsibility for the work of other employees.

PHYSICAL AND SENSORY DEMANDS :

Physical Demands:

· Physical dexterity while operating a computer terminal on daily basis necessitating sitting for extended periods of time, but with the freedom to move around as required when performing clerical and administrative duties. Restricted to work station when taking calls or dispatching, however, may leave work area when necessary, using mobile telephone and wireless earpiece, or arranging for coverage.

Some standing and walking while responding to walk-in inquiries and performing office functions (sending faxes, receiving/sending mail, etc). Bending, stretching and lifting required when performing filing duties and storing office supplies.

Sensory Demands:

Visual – high level of alertness and attentiveness required to view prisoner monitors and identify health concerns and/or security risks; documenting prisoner activities; logging call details; entering data into a computer. Hand/eye coordination to watch multiple computer screens to observe and monitor activity and multiple incidents, and enter and retrieve data/information on computer using various information systems.
Auditory – transcribing video and audiotapes, answering telephone inquiries, listening intently to calls for service.
Concentration required to remain focused and completely attentive for prolonged periods, to monitor prisoners and take emergency calls. Time pressures to execute calls/dispatch within time constraints, while remaining calm and focused. Criminal record checks are to be completed in a timely fashion. Must respond to unforeseen demands and changing priorities as multiple calls from the public are received, necessitating prioritizing calls/work and multi-tasking. Multi-tasking also required to listen and respond to telephone callers while using various computer programs, observing computer screens, relaying information, and monitoring alarm systems and cameras.

WORKING CONDITIONS: :

Works in a fast-paced, high call-volume, standard office environment with frequent exposure to distressed callers/visitors when performing call-taking and reception duties.

Occasionally deals with disagreeable subject matter and evidence of a graphic/distasteful nature.