Alarm Room Operator 

Position Summary

Reporting to the Communications Officer and indirectly to the Assistant Deputy Chief – Communications, the Alarm Room Operator (ARO) position comprises two job functions: fire department call-taker and dispatcher. The ARO is responsible for receiving, evaluating, and dispatching emergency and non-emergency calls for service in a timely and accurate manner. Operating in a high-stress environment, the ARO uses the computer-aided dispatch (CAD) system, radio, and telecommunications equipment to coordinate the fire department response and support field personnel. This role requires strong communication skills, attention to detail, and the ability to remain calm and focused during critical incidents. 

Key Duties and Responsibilities

•    Receive emergency and administrative calls for service and/or advice, process and record necessary information applicable to the situation
•    Dispatch appropriate personnel and apparatus using a Computer-Aided Dispatch (CAD) system
•    Monitor radio traffic and maintain communications with field personnel to ensure responder safety
•    Accurately enter, update, and maintain call information and incident records
•    Interpret and relay critical information quickly and clearly to the appropriate agencies
•    Operate complex computer and telecommunications equipment
•    Track and maintain resource status
•    Provide exceptional customer service

Education and Experience

• Minimum of Grade 12 diploma or Ontario-approved equivalent
• Successful completion of a recognized Emergency Telecommunication Program, Emergency Computer Aided Dispatch experience, Emergency Dispatch experience or Emergency Responder experience is considered an asset
• Valid and current certification in First Aid and CPR is required

Required Skills/Knowledge

•    Be legally entitled to work in Canada
•    Excellent verbal communication skills with the ability to relay information clearly and accurately in a high-stress environment
•    Strong multi-tasking skills
•    Ability to interpret maps, addresses and/or geographical information
•    Ability to work both independently and collaboratively with a team
•    Keyboarding at a minimum of 45 wpm
•    Proficient computer skills 
•    Demonstrates good judgment and makes sound decisions
•    Ability to work rotating shifts and in a restrictive environment 
•    Shows commitment to personal growth, development, and leadership opportunities
•    Shares new ideas and challenges the status quo
•    Proven written and verbal communication skills with the ability to communicate with honesty, openness, respect, and trust
•    Takes initiative to participate in a culture of learning, mentoring, and sharing
•    Contributes to building and being a part of a positive culture
•    Demonstrate the City’s corporate values of care, collaboration, courage and service

Leadership Competencies