Dispatch Operator 2 (Team Lead, Radio Operator)

About Us

The Shubenacadie Radio Communications Centre (SRCC) provides public safety and public works dispatch and call notification services to hundreds of organizations at all levels of Government in Nova Scotia. We are a division of the Nova Scotia Department of Emergency Management; Nova Scotia's lead agency for emergency planning, response, and recovery, working closely with municipalities to help communities prepare for, respond to, and recover from emergencies.

Shubenacadie Radio Communications Centre provides 7-24-365 dispatch, call notification, critical activity monitoring, emergency notifications, answering services, secure alarming, and remote infrastructure management (telecommunications tower sites) to support many first response services such as EMO, volunteer Fire Services, Conservation Enforcement, and others.

About Our Opportunity

The Team Lead plays a critical role in the SRCC dispatch environment, liaising between dispatch operators and management on an ongoing basis. As the Team lead, you are a subject matter expert in all aspects of dispatch operations and equipment and will be responsible for contributing to many aspects of ensuring effective delivery of dispatch services.

You will ensure that staff accurately carry out services, adhere to policy and procedures, and provide quality client service to client agencies. You will liaise with counterparts in other Communications Centres on an ongoing basis to develop relationships and ensure information is effectively shared, including regularly liaising with SRCC management. As the Team Lead you will maintain comprehensive knowledge of the Public Safety Field Communications organization, the emergency management protocols used in Nova Scotia, and the technology, contracts and support mechanisms used to keep services and equipment operational 24/7/365.

Primary Accountabilities

• On site supervision of dispatch operators to ensure effective service delivery, and adherence to policies and procedures
• Overseeing implementation of new initiatives and procedures
• Act as the first point of escalation for any staff issues/concerns, and handling call escalations from clients for complex issues or client dissatisfaction
• Providing ongoing feedback, coaching, and quality assurance of the work of dispatch operators
• Providing training and coaching for new operators
• Contribute to the development of training and operations manuals and guides
• Managing schedules and attendance, approving time and leave requests
• Preparing daily shift reports
• Maintaining a motivated and productive team environment
• Carrying out dispatch operator functions to support breaks, lunches, and short staff shifts or peak activity periods as needed.

Qualifications and Experience

Completion of a related two (2) year post-secondary degree and at least three (3) years of related experience (2 years being that of dispatch and 1 year supervisory). The successful candidate must complete a three-month on-site training program.

You are an expert in managing multiple simultaneous tasks. You must also have a working knowledge of Standard Operating Procedures (SOPs) and Memorandums of Understanding (MOUs), the ability to interpret these, and provide informed advice to your staff.

You deal tactfully with staff at all levels as well as volunteer and private sector contacts. You demonstrate effective interpersonal communication, both verbal and written, and possess strong organizational skills. This role requires you to be a leader and strong team player to support and coach dispatch operators in exercising sound judgement and initiative. Ability to thrive in a fast-paced environment, manage within fixed timelines and balance competing priorities is essential. Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, as well as internet-based programs is required.

Experience and/or knowledge of any of the following would be considered an asset:

• TMR2 Radio
• Finding information using data banks
• Various GPS tracking programs

Equivalency

We recognize equivalent combinations of training, education, and experience, providing opportunities for individuals with diverse backgrounds to contribute their skills and expertise. Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

Benefits

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs. For information on all our Benefit program offerings, click here: Benefits for government employees

Working Conditions

• 12-hour shifts, day, and night
• May be required to work overtime on occasion
• May be required for call backs
• Stressful work environment
• Sitting at a computer for long periods of time
• Mentally challenging due to a high demand for accuracy and attention to detail with a high volume of work
• Travel is required to attend meetings

Additional Information

This is a temporary employment opportunity with an anticipated end date of March 31, 2025. The appointment status ('term', 'temporary' or 'casual') is dependent on the start date of the successful candidate.

What We Offer

• Free on-site parking
• Countless career paths and career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your journey.
• An engaging workplace where our employees are valued, respected, and connected
• Forward-thinking policies and strategies