Marketing Statement

The Metro Vancouver Transit Police Service is the Lower Mainland’s newest police service and the only one of its kind in Canada. In joining the Transit Police, you will be playing a key role in the safety of commuters and members of communities throughout the Lower Mainland. You will be helping to build the image of transit as a safe and desirable alternative to the personal automobile, which will ensure that the Lower Mainland remains a livable region for generations to come.

Responsibilities

PRIMARY PURPOSE

Supervises, trains, assigns, reviews, and oversees the day to day duties of the Communication Centre Operators for the 24 hour 7 days a week operation. Ensures work quality and adherence to established policies and procedures; performs technical and complex tasks to assigned areas of responsibility.

Key Accountabilities

• Monitors OCC (Operations Control Centre) Systems related to quality assurance and control of audio transmissions over the telephone and dispatch channels, CAD Calls, RMS (CPIC electronic processes) SMS calls for service ensuring efficient operations utilizing all police data systems.
• Supervises, trains, assigns, and reviews duties of the Communication Operators who receive and process emergency and non-emergency calls; monitor telephone and radio traffic to ensure procedural compliance; reviews case/call information entered into the computer system; conducts quality assurance feedback and coaching sessions with assigned employees at regular intervals.
• Builds and maintains respectful, positive working relationships with staff, supervisors, outside agencies and the general public using principles of good customer service; provides effective conflict resolution, as needed.
• Coordinates OCC Call Taking Training program and monitors the effectiveness the training provided to the new Call Takers. Instructs new and existing employees in the classroom and/or briefings on policy and procedures.
• Develops or modifies training programs in conjunction with the OCC Manager. Analyses and resolves issues that require further development in the training program.
• Schedules the communications center personnel for long-term shift assignments, including meeting overtime and minimum staffing requirements, and training assignments.
• Performs OCC Sign Up and OCC AV Sign Up.
• Conducts payroll data entry, data accruals, and pay roll cut off approvals for all of the Communications Operators; monitors paid overtime and operating expenditures.
• Attends meetings and training; interacts with outside Jurisdictional Police Agencies and OCC’s; participates in teams, or committees, as needed.
• Assists in compiling documents, procedures and maintenance of the OCC Standard Operating Policy & Procedures Manual.
• Prepares requisitions for supplies and equipment; coordinates equipment installations and upgrades with vendors.
• Maintains and updates tables in the CAD environment for the OCC.
• Contributes to setting key performance indicators (KPIs) and measures for key OCC functions. Ties KPIs into the divisions’ strategic objectives.
• Provides day-to-day supervision to reporting staff, and participates in people management activities such as hiring, training, development, and performance management including implementing correction for performance and conduct issues.
  
  

Qualifications

Education and Experience

Completion of a Diploma in Communications or Business Administration plus 3 years of supervisory experience within a Police Communications Centre, preferably in a unionized police environment.

Other Requirements

• Advanced Knowledge of the PRIME (CAD, followed by RMS) and CPIC, NICE and the Web Ex Systems
• Advanced knowledge of Kronos (UKG) and InTime
• Solid working knowledge of MS Office, including Outlook, Word, Excel, PowerPoint
• Strong planning, analytical and problem-solving skills
• Strong leadership, communication (both written and verbal), interpersonal and customer service skills required
• Solid decision-making skills and ability to think and act quickly
• Solid organizational and time management skills with the ability to multi-task and prioritize under pressure
• Excellent working knowledge of the Criminal Code, quality assurance review process for CAD and Electronic CPIC, and all other interrelated police records systems.
• Ability to work with and control sensitive and confidential information
• Establish and maintain respectful, effective and cooperation working relationships with those contacted in the course of work
• Must be able to obtain and maintain enhanced security clearance
• An equivalent combination of education and experience may be considered
  
  

Other Information

Number of Available Positions: 1

Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.

Our recruiting policy is to give first priority to internal (Transit Police) employees, second priority to qualified employees within the TransLink group of companies. Applications from the general public will only be considered if we do not have any qualified candidates. Transit Police retains the final hiring decision.

Rate of Pay

Grade: 6

Salary: $82,400 to $123,600

Conditions of Employment

Applicant will be required to possess or have the ability to obtain and maintain enhanced security clearance.

Must be legally entitled to work in Canada.

How to Apply

Please click the 'Apply' button at the bottom of the page or go to http://www.translink.ca/careers to apply for this position and view instructions on the process.

INSTRUCTIONS: Please save your (1) cover letter, and your (2) resume as one pdf document prior to uploading your application on-line.

Closing Date: June 1, 2025

Please note that only those short listed will be contacted.

Having trouble applying? Please view the System Requirements & FAQ's by going to http://www.translink.ca/careers.

Transit Police are committed to employment equity