Analyst, CN Communication Center - 12 months contract

Job summary

Provide 24/7 dispatch and communication support to CN Police by receiving, prioritizing, and processing calls, coordinating emergency responses, and monitoring officer safety. Maintain accurate logs and CPIC records, and relay timely information among CN departments, local emergency services, and other stakeholders.

Job details

Job Summary The incumbent is responsible for providing 24/7 radio dispatching and response to CN Police. The role provides the public and various CN departments with appropriate and necessary assistance to effectively and safely handle emergency situations urgently. Main Responsibilities Communication Support Services Provide communication and support services to all CN Police staff Use a Computer Aided Dispatching (CAD) system to receive, prioritize and process calls (public, CN employees, and other local emergency services), then dispatch to police or other emergency services as required Dispatch emergency calls between CN Police and local emergency services by receiving and transmitting radio and phone calls Maintain accurate, up-to-date files and logs for reports and keep management and executives aware of major events as they occur Receive requests from Constables for information on Canadian Police Information Centre (CPIC) regarding vehicle registration, driving records, and warrants, and provide pertinent data. Enter information received from Constables into CPIC regarding dispositions, stolen property, as well as the addition and removal of warrants Prioritize incoming telephone calls Coordinate actions between local emergency services and CN forces Monitor CN Police Officers' safety Liaise Between Local Emergency Services and CN Maintain regular communication with multiple stakeholders both internal and external to CN in order to address situations that arise (e.g. derailments, trespassing) Ensure communication of information is relayed accurately and in a timely manner Communicate and collaborate with various internal departments, including Public Affairs, Risk Mitigation (US), and Emergency Response Plan Working Conditions The role is carried out in an office environment and requires working a rotating shift, depending on the operational needs of CN Police Communication Center Dispatcher (CNPCC) 24-hour operation. The incumbent must be available to work weekends and holidays when necessary and must be on call to respond to critical incidences 24/7. The role involves managing priorities and delivering work within established timelines, with support from the team to ensure sustainable and effective workload management. This position requires little to no travel.Requirements Experience Minimum 1 to 3 years of experiencePrevious experience in computer aided dispatching*Call center experience*Radio communications experience*Customer service experience*Candidates with an equivalent combination of education, training, and experience will be consideredAny requirement marked with (*) will be considered an asset (not mandatory). Education/Certification/Designation High School Diploma or equivalent experience English Attestations of Collegial Studies (ACS) in Emergency Dispatch or equivalent certification* Candidates with equivalent practical experience, education, or training will be considered Any requirement marked with (*) will be considered an asset (not mandatory). Competencies We Care About Each Other We Strive for Excellence We Succeed Together We Lead Responsibly Customer service Listening Stakeholder management AI Literacy and data orientation Depth of analysis Technical Skills/Knowledge Knowledge of computer aided dispatching systems* Excellent typing skills (testing required) General Microsoft computer skills (testing required) Ability to look at multiple screens simultaneously Knowledge of the CPIC Systems* Fluently bilingual, both written and verbal (English, French)* Any requirement marked with (*) will be considered an asset (not mandatory).

What you’ll do

Provide 24/7 dispatch and communication support to CN Police by receiving, prioritizing, and processing calls, coordinating emergency responses, and monitoring officer safety. Maintain accurate logs and CPIC records, and relay timely information among CN departments, local emergency services, and other stakeholders.

Requirements

Requires a high school diploma or equivalent and 1–3 years of experience; experience in computer-aided dispatching, call centers, radio communications, or customer service is considered an asset. Candidates need strong typing and general Microsoft computer skills, the ability to monitor multiple screens, and CPIC knowledge is an asset; emergency dispatch certification and English-French fluency are also assets.

Listed skills

• Customer service · Preferred
• written communication · Preferred
• Multitasking · Preferred
• Microsoft Office · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Computer-Aided Dispatching
• Radio Communications
• Emergency Call Dispatch
• Customer Service
• Call Prioritization
• Stakeholder Management
• Active Listening
• Incident Coordination
• CPIC Systems
• Accurate Recordkeeping
• Microsoft Office
• Typing
• Multitasking
• Written Communication
• Verbal Communication
• Data Orientation

Job areas

• Transportation
• Security & Safety
• Customer Service & Support
• Administrative

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