Metrolinx is an agency of the Government of Ontario and our goal is to create a transportation network that enhances the prosperity, sustainability and quality of life for the Greater Toronto and Hamilton Area. We lead planning in the region with a Regional Transportation Plan that guides the Regional Express Rail, as well as operating GO Transit, UP Express and PRESTO.
About the job
Our Safety and Security Division, Corporate Security Office is seeking a Supervisor, Transit Safety Communications Operations to organize and prioritize the activities of a 24/7 Transit Safety Dispatch Centre and the Communications Operators (Dispatchers) in direct support of the Security Division field operations mandate.
What you bring to the team
Key Responsibilities:
• Acts as the primary point of contact from Transit Safety for set up of new Network Operations Centre.
• Ensures optimum coordination with GO Transit Control Centre (Network Operations Centre), Station Services, Rail and Bus Services, maintaining an effective and safe customer service-focused environment across the transit system.
• Develops, documents and updates all departmental policies and procedures ensuring compliance with any and all required legislation as well as company policy etc.
• Oversees Transit Safety Dispatch liaison efforts and coordination with various municipal, provincial, federal and private sector agencies regarding communications centre information sharing (i.e. CPIC).
• Works in conjunction with Work Force Management Transit Safety group to ensure adequate staffing levels (Scheduling) for both regular schedules as well as emergency coverage etc.
• Supervises and coordinates the consistent delivery of all Communicators / Transit Safety Dispatch staff including the recruitment, training and performance management to ensure effective service delivery and interfaces with appropriate internal and external partners in cases of service breakdown.
• Develops and oversees the adherence to the CHUBB Alarm response protocols coordinating responses
• Works directly with Security Division leadership to develop appropriate response protocols in support of divisional field operations.
• Acts as a corporate security / transit safety dispatch representative during events in association with local, regional, and national law enforcement and emergency services personnel
• Provides collaborative input to the development of departmental budgets, with the objective of maximizing service delivery for least cost
• Establishes processes, controls and measures to ensure appropriate expense allocation, cost management, and overall fiscal responsibility
• Manages and directs staff and dispatchers (e.g. defines roles, responsibilities, and expectations); delivers timely feedback to ensure a cohesive operational unit and the optimum use of team skills; monitors work assignments; develops and implements action plans to address performance gaps.
Qualifications:
• Completion of an Emergency Telecommunications course (or similar) or a related discipline equivalent work or a combination of education, training, and experience deemed equivalent.
• Minimum five (5) years' progressive experience working in an emergency services communications/ dispatch centre.
• Minimum of two (2) years of leadership experience preferable in an emergency services communications/ dispatch centre.
• A valid Ontario Class G driver's license is required to travel to various site locations, meetings, operational facilities, etc. (approximately 10%). Must meet and maintain the corporate standard for a good driving record.
• Knowledge of techniques, procedures and methods used in the operations of an emergency services communications center.
• Knowledge related to contingency and emergency management planning, response and recovery specific to a communications center.
• Knowledge of Human Resources legislation (e.g. Employment Standards Act, Occupational Health & Safety Act, Workplace Safety and Insurance Act, etc.) to manage and monitor employees, including experience in the application of collective agreement provisions.
• Must have strong leadership, planning and organizational skills.
• Strong incident command and decision making skills are required.
• Exceptional analytical and problem solving skills required
• Demonstrated ability to conduct analysis and identification of risk trends, problems and solutions; ability to understand and apply meaningful operations and safety performance metrics.
• Strong relationship management, interpersonal, public relations, and oral/written/presentation communication skills to work with external partners (Police/Fire/EMS) as well as to address employee issues, customer complaints and concerns.
• Knowledge of budget monitoring processes.
• Knowledge of information technology, database and software applications and proficiency in MS Office (e.g. Outlook, Word, Excel, PowerPoint, etc.) is required.
• Project management and technical analysis skills to project and substantiate the impact of service level changes on staffing, budgets, etc.
How to Apply:
**Note: Work is performed in a fast-paced, high-volume communications center operation setting. Work is performed under stressful or emotional conditions. May be required to sit or stand for extended periods of time.
To apply for this position, please submit your resume online through the Current Opportunities page
http://www.metrolinx.com/en/aboutus/careers/current_opportunities.aspx on our website, no later than December 20, 2017.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted. Accommodation will be provided throughout the hiring process, as required.
AN EQUAL OPPORTUNITY EMPLOYER