CN Emergency Communication Centre Dispatcher

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Job Summary

The Analyst, Communication Centre is responsible for providing 24/7 radio dispatching and response to CN Police. The role provides the public and various CN departments with the appropriate and necessary assistance to effectively and safely handle emergency situations urgently.

Main Responsibilities

Communication Support Services – 60%

• Provide communication and support services to all CN Police staff
• Use a Computer Aided Dispatching (CAD) system to receive, prioritize and process calls (public, CN employees, and other local emergency services), then dispatch to police or other emergency services as required
• Dispatch emergency calls between CN Police and local emergency services by receiving and transmitting radio and phone calls
• Maintain accurate, up-to-date files and logs for reports and keep management and executives aware of major events as they occur
• Receive requests from Constables for information on Canadian Police Information Centre (CPIC) regarding vehicle registration, driving records, and warrants, and provide pertinent data. Enter information received from Constables into CPIC regarding dispositions, stolen property, as well as the addition and removal of warrants
• Prioritize incoming telephone calls
• Coordinate actions between local emergency services and CN forces
• Monitor CN Police Officers’ safety

Liaise Between Local Emergency Services and CN – 40%

• Maintain regular communication with multiple stakeholders both internal and external to CN in order to address situations that arise (e.g. derailments, trespassing)
• Ensure communication of information is relayed accurately and in a timely manner
• Communicate and collaborate with various internal departments, including Public Affairs, Risk Mitigation (US), and Emergency Response Plan

Working Conditions

The role is carried out in an office environment and requires working a rotating shift, depending on the operational needs of CN Police Communication Center Dispatcher (CNPCC) 24-hour operation. The incumbent must be available to work weekends and holidays when necessary and must be on-call to respond to critical incidences 24/7. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and manage stress.

Requirements

Experience

Computer Aided Dispatching*

• Previous experience in computer aided dispatching*
• Call center experience*
• Radio communications experience*
• Customer service experience*
• Any experience for these above would be considered as an asset

Education/Certification/Designation

• High School Diploma
• English Attestations of Collegial Studies (ACS) in Emergency Dispatch or equivalent certification*
• Any designation for these above would be considered as an asset

Competencies

• Identifies risks and anticipates impacts to ensure a safe and secure environment
• Cultivates relationships to proactively support customers’ supply chain needs or those that support them
• Shares timely information within and across functions to get things done effectively
• Inspires others with impactful communications and adapts to the audience
• Makes informed and timely decisions to get things done
• Deals with pressure and change by staying calm to quickly adapt to changes
• Collaborates with key internal stakeholders to enable higher productivity
• Time Management

Technical Skills/Knowledge

• 
  Knowledge of computer aided dispatching systems*
• Excellent typing skills (testing required)
• General Microsoft computer skills (testing required)
• Ability to look at multiple screens simultaneously
• Knowledge of the CPIC Systems*
• Any knowledge for any of the above would be considered as an asset

Organizational Impact

Decision Making & Impacts

The Analyst, Communication Centre is responsible for making decisions when an emergency situation occurs. The incumbent is required to use established policies and procedures to assist in making critical decisions with the goal of protecting and maintaining CN’s reputation. Sound judgement is required on a daily basis in order to make the right decision quickly. Problems encountered require some degree of analysis and creativity; however, they are mostly resolved through the application of policies and procedures. The impact of this role is wide-reaching and it is considered critical within CN. Decisions made in the position can affect the fluidity of trains as well as various departments, including Operations and Corporate Services.

Level of Interaction/Influence.

The Analyst, Communication Centre interacts with individuals internal and external to CN. Within the organization, the incumbent liaises with other CN departments, such as CN’s Public Affairs, Risk Mitigation (US) and other functions that fall under the Emergency Response Plan, in order to ensure that the incident is handled effectively, efficiently and safely. Outside of CN, the role communicates with local emergency services.

Employees Supervised/Organizational Structure

The Analyst, Communication Centre reports to the Team Leader. The role has no supervisory responsibility.

About CN

CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.

CN is an employment equity employer and we encourage all qualified candidates to apply. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.