Canadian Pacific is a transcontinental railway in Canada and the United States with direct links to major ports on the west and east coasts, providing North American customers a competitive rail service with access to key markets in every corner of the globe. CP is growing with its customers, offering a suite of freight transportation services, logistics solutions and supply chain expertise. Visit cpr.ca to see the rail advantages of CP.
PURPOSE OF THE POSITION:
As the Communications Officer you will be required to perform both dispatch and call taker roles to meet business needs and objectives of a multi-national organization. Through incident management, risk analysis and the collection and dissemination of appropriate information, you will facilitate the deployment of suitable company assets, CP Police Service (CPPS) and third party resources in response to perceived and real incidents. In partnership with the CPPS, internal CP departments, external stakeholders and federal, provincial and municipal agencies, you will help coordinate a response to incidents, thereby ensuring recovery begins and the restoration of normal CP operations and community life is achieved in a timely manner.
Protect the public, the environment and CP staff, assets, operations, and reputation through incident risk and issues analysis, assisting with the implementation of appropriate safeguards in partnership with other CP departments;
Initiate the appropriate response based on the thorough gathering of information from reporting parties and identifying accurately the nature of the incident being reported;
Prioritize call queues to ensure service levels are consistently maintained whilst responding appropriately to additional stakeholders via other forms of communication;
Alternate seamlessly between high consequence emergency calls and routine customer service calls, responding to both with an appropriate level of urgency;
Initiate correct notifications to an identified appropriate level based on current procedures and correct risk analysis;
Identify patterns which may impact the safety of staff, the public and railway operations and confirm that this information is reported to the correct CPPS/CP resource, agency or department while taking action to mitigate risks posed;
Effectively and appropriately adopt communication style to any given audience including members of the public, police officers, CP staff, senior management and CPPS senior officers;
Provide effective support to patrolling officers by monitoring their current status , maintaining an awareness of known risk factors, heightened threats, and subjects known to be violent;
Run investigative enquiries and accurately enter information on CPIC, CPPS CAD, and other databases;
Effectively handle all radio and other communication as required between officers and third parties;
Maintain confidentiality with highly sensitive and personal information.
Must possess a minimum of a High School diploma;
Post-secondary education, diploma or degree is preferred;
Previous Police or other emergency service dispatch or call centre experience would be an asset;
Previous customer service experience is considered an asset;
Must be proficient with changing technology and possess an above average knowledge of Microsoft suite of programs;
Must be familiar with police CAD and radio systems;
Ability to maintain composure while working in a stressful working environment that includes hazardous and emotionally disturbing information;
Bilingual (French/English) is an asset;
Strong word processing skills min 35 WPM with 90% accuracy is required;
Ability to multitask and manage multiple issues/events simultaneously;
Strong problem solving and risk analysis skills;
Ability to demonstrate critical thinking and propose solutions;
Strong interpersonal skills and the ability to work as part of a close small team essential;
Ability to make difficult but balanced decisions in very high stress situations;
Must be self-motivated;
Strong communications skills: written, verbal and listening;
Agree to be scheduled based on seniority with the ability to work rotating shifts that include nights, weekends and holidays;
Shifts may change with short notice and mandatory overtime may be required.
WHAT CP HAS TO OFFER:
Flexible and competitive benefits package
Competitive company pension plan
The successful candidate will need to successfully complete the following clearances:
Surpass Criticall dispatch/calltaker pre-employment aptitude test thresholds
Moderate or high fit recommendation based on dispatch personality profile
Criminal history check
CP is an equal opportunity employer committed to the principles of employment equity and inclusion. We welcome applications from all qualified individuals. All applicant information will be managed in accordance with the federal Personal Information Protection and Electronic Documents Act ( PIPEDA ).