Communications Officer, Special Constable Unit

JOB SUMMARY

Transit Operations provides safe, reliable and courteous transit services and excellence in customer service delivery to 100 million transit customers per year, by means of conventional bus, para transit and rail operations. The Transit Special Constable Unit manages the Special Constable and Fare Enforcement Programs, Transit revenue loss and fare enforcement programs, property protection and law enforcement programs, the transit emergency response and preparedness programs, communications equipment/systems, processes and sectional records activities.

You are responsible to answer calls for service from the public, OC Transpo resources and emergency services relating to safety, security and law enforcement issues, and facilitate the response of internal/external resources. In accordance with prescribed deployment plans, policies and procedures, you initiate contact with City emergency services such as Fire, Police, and Paramedics. You provide support to responding units through situational awareness, coordination and communication. You monitor Unit equipment including telephones, emergency phones, alarm systems and radios, and perform digital search and investigation using CCTV cameras; administer faregate control and issue severity notifications during faregate failures and ticket vending machine malfunctions.

EDUCATION AND EXPERIENCE

Completion of 2 year community college public safety-related diploma or certificate (Police/Fire/Paramedic/Communications)

Minimum 2 years of experience in a transit, emergency services, or a call-centre environment, using computer, communication and CCVR technology.

CERTIFICATIONS AND LICENCES

KNOWLEDGE

• Understanding of the role of the Special Constables role, the mission, vision and values and how the job fits with the overall direction of the organization
• Working knowledge of the Criminal Code of Canada, related Federal and Provincial Statutes, and the Transit by-law
• Some knowledge of City/Branch/Division policies and procedures affecting Transit Special Constable Services Operations and Communications role including standard operating procedures and emergency standing orders and control centre procedures.
• Some knowledge of radio communications protocol, and emergency response techniques
• Knowledge of applicable health and safety legislation, including the rights and duties of workers
  

COMPETENCIES, SKILLS AND ABILITIES

• Self-motivated, and able to work independently, with minimal direction, and collaboratively with peers and managers as part of a team
• Capable of dealing with difficult or confrontational behaviours
• Able to work well under pressure
• Able to set/adapt priorities based on a sense of urgency and importance
• Possess effective listening skills
• Able to communicate clearly and professionally and to ensure the accuracy of information received and conveyed
• Possess strong data entry and keyboarding skills.
• Possess computer literacy in MS Office Suite in a Windows environment, including use of Ozone and the Internet
• Able to use portable corporate communications technologies, such as 2-way radio, etc.
• Able to exercise sound judgement and to make authoritative decisions during emergencies, distress or stressful situations, where time may not permit soliciting advice from more senior staff
• Possess analytical and problem solving skills
• Possess strong conflict/dispute/crisis resolution skills
• Able to build and maintain relationships within the first responder community, with stakeholders and other agencies
• Able to demonstrate sensitivity to the needs of all people and cultures
• Possess excellent interpersonal, and report writing skills
• Possess a work record of good attendance/job performance
• Possess discretion and integrity in safeguarding confidential information
• Able to think analytically, and concentrate/focus on detail
• Able to work in a fast-paced, often stressful work environment
• Able to be respectful, to relate to Transit customers, co-workers and the general public, and to work in a non-confrontational manner
• Possess cultural awareness, value diversity and be sensitive to others
• Able to display tact and diplomacy
• Able to work unplanned overtime and work the full range of scheduled shift work.