City : Toronto

Category : Community Safety Unit

Industry : Real Estate and Rental and Leasing

Employer : Toronto Community Housing Corporation

What we offer
In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

• Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
• Minimum three (3) weeks of paid annual vacation days, increasing with years of service;
• Four (4) paid personal days; 
• Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
• Health and dental benefits, including a health spending account available upon your start date; 
• Employee and family assistance program;
• Maternity and parental leave top up (93% of base salary);
• Training and development programs including tuition reimbursement of $1500 per calendar year. 
• Fitness membership discount;

Make a difference

Are you looking to work with an organization that is dedicated to improving the lives of residents from diverse backgrounds? Do you want to use your leadership experiences to influence community growth?  If this sounds like your ideal career, then Toronto Community Housing is the place for you!  We are searching for a collaborative and strategic leader who enjoys working in a dynamic and energetic environment.

The Supervisor Dispatch Services oversees and coordinates the day-to-day operations of the Community Safety Unit dispatch services team.

What you’ll do

Leading Staff/ Managing Resources

• Provides supervision and assigns work to unionized staff
• Leads team to meet key performance indicators, service standards, unit wide outcomes, business processes and reporting requirements and takes corrective action when needed
• Ensures team is compliant with documentation standards and confidentiality is maintained in accordance with applicable legislation, corporate policies and procedures, collective agreement
• Coaches and trains staff ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others
• Prepares information for performance reviews
• Authorizes and controls vacation and overtime
• Supervises staff in all aspects of their duties including preparation of reports and correspondence
• Leads, manages and motivates staff team to ensure effective teamwork, monitor work output, take a proactive approach to problem solving, resolve labour relations issues, ensures high standards of work quality and organizational performance
• Manages team resources ensuring effective and efficient use of resources
• Enters payroll, manage staff schedules
• Responds to/assists with collective agreement grievances, as required
• Identify risks and mitigation strategies

Dispatch Services

• Administers the dispatch services program including intake of calls for service from residents and others, call screening, call assignment, call recording 
• Administers the dispatch services program relating to contract security services
• Supervisory oversight of the dispatch systems (radio and telephone transmissions)
• Resolves dispatch related problems/complaints from residents, TCHC staff, the public or other agencies, escalating issues to the Dispatch Manager as required
• Develops strategies, policies and procedures relating to dispatch activities
• Maintains systems to gather and analyse dispatch data 
• Prepares reports for Dispatch Manager and others
• Explores new ways to ensure efficient use of current resources
• Other duties, as assigned

CPIC Administration

• Reviews all the daily CPIC queries completed within 24 hours period 
• Completes monthly, quarterly and annual status reports of the CPIC program
• Maintains a chronological filing system and a computerized tracking system for usage of the CPIC Program
• Maintains Local Registry Administrator appointment (granted by OPP) to administrator the CPIC Public Key Infrastructure (PKI) requirement for CPIC access
• Supports CPIC Coordinator with Dispatcher access requirements to CPIC and training of Dispatch Staff on terminal usage of the CPIC Program
   

Communication/ Relationship Management

• Shares expertise and consults with CSU management staff and others regarding calls for service information and other dispatch-related topics
• Liaises with other safety and security program personnel to share information or to develop cooperative training ventures articipates on various committees and/or working groups as assigned

What you’ll need

• Must be able to work varying shifts (including days, afternoons, evenings and night)
• A college diploma in police foundations, law, criminal justice or related program
• 3-5 yrs experience as a dispatcher dealing with emergency situations
• Ability to pass and maintain a full security clearance (background requirement)
• Post-Secondary education in Emergency Communications considered an asset
• Working knowledge of Niche RMS considered an asset
• Working knowledge of Hexagon CAD considered an asset
• APCO Certificate considered an asset
• Strong understanding of customer service principles
• Proven track record delivering a positive customer service experience to all callers
• Knowledge of two way radio operations and telephone systems
• Knowledge of safety and security practices and techniques including the functions and practices of police, fire and other emergency/security services and mobile/site security personnel techniques
• Excellent relationship building, negotiating, interpersonal and communication skills (verbal and written) required
• Knowledge of relevant legislation, statutes, by-laws and practices including the Canadian Charter of Rights and Freedoms, the Criminal Code, Provincial Offences Act, Residential Tenancies Act, various municipal bylaws including those related parking enforcement, and  building Safety Standards
• Knowledge of dispatch related software and procedures
• Leadership experience in providing direction to staff in respectful manner
• Previous experience working within a unionized environment considered an asset
• Previous experience in the police, fire, emergency/security service fields considered an asset
• Excellent interpersonal, judgment and conflict mediation skills
• Ability to liaise effectively with Police Services, Fire Services, other governmental agencies and staff
• Ability and sensitivity in proving respectful service to a diverse population

What’s next

Once you apply, we’ll review your resume and cover letter to determine if your skills and experience match the qualifications for the role. Only qualified candidates will be contacted to move forward in the hiring process. If you are contacted, the process will include an interview, written/practical test, and reference check.

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