Emergency Communications Centre Supervisor – Quality Assurance Unit
About the role
Job Number**:** 53873
The Quality Assurance Supervisor is responsible for the direct oversight and leadership of the ECOMB Quality Assurance team, comprised of Emergency Communications Officers on-loan to the unit. This position reports directly to the Quality Assurance and Training Manager. The QA supervisor will play an integral role in the development and adherence to the ECOMB Annual Quality Assurance Plan. The supervisor will be directly responsible for setting goals and objectives for the unit to achieve to ensure compliance within the Quality Assurance Plan and IAED / AEMA standards. Coaching and mentoring is a large portion of this portfolio, as the QA Supervisor is responsible for on—boarding Quality Assurance ECOs into the unit and ensuring that new secondees are trained and calibrated to achieve standardization within their work. The QA Supervisor also works closely with operational supervisors to provide coaching and guidance in accordance with policies and procedures. Responsibilities will include:
- Supervision of quality assurance staff, including the completion of Annual Performance Plans, setting of work targets, and leading day-to-day team functions.
- Review completed work of the QA staff to ensure accuracy and consistency of scoring.
- Complete secondary reviews of call audios upon request.
- Prioritize and manage workload for the unit, including random IPR audits, supervisor requests and HR related call reviews.
- Maintain and develop appropriate tracking mechanisms to create defensible records as they relate to IPRs and the related outcomes.
- Liaise with partner agency PSAPs to align quality assurance processes.
- Subject Matter Expert in ECOMB SOPs, policies and provincial standards.
- Monitor and mitigate operational risk by ensuring all audit outcomes and performance findings are documented and defensible.
- Maintain secure storage and confidentiality of IPRs, performance files, and complaint investigations.
- Liaise with floor supervisors and operational staff to ensure understanding and adherence to the QA requirements and processes.
- Provide coaching and mentoring to peer level supervisors when addressing non-compliant IPRs.
- Communicating patterns of non-compliance and issues to floor supervisors with a solution to address gaps.
- Communicate PSB / Citizen Complaints to floor supervisors to increase transparency.
- Assist in coaching conversations for ECOs who are non-compliant with IPRs.
- Recommendations to DMT on amendments to Branch wide SOPs and policies.
- Provide data-driven insights and recommendations that support consistent supervisory coaching and reduce variation in performance expectations.
- Teach and train members of the Training Unit in completing 9-1-1 IPRs for additional resources.
- Liaise with training unit when patterns of behavior are identified to ensure training is adapted to proactively address the issues.
- Collaborate with Training Unit to develop monthly newsletter and Q-Tips to be shared with the floor.
- Translate identified risks and recurring performance trends into training improvements and content updates.
Qualifications:
- Completion of the twelfth (12th) school grade.
- Emergency Communications and Response Certificate and/or equivalent education from a recognized post-secondary institution.
- Minimum of five (5) years working in an Emergency Communication Centre OR Minimum three (3) years working in a Police ECO.
- One (1) full working year and at least 2080 hours of experience in police/emergency call-taking.
- One (1) full working year and at least 2080 hours of experience in police/emergency dispatch.
- Effective time management and organizational skills.
- Highly self-motivated with ability to work with minimal supervision.
- Excellent leadership skills including the ability to motivate others.
- Exceptional communication skills including written, verbal, formal and informal.
- Able to adapt to various situations and make decisions and solve problems effectively.
- Able to effectively supervise sworn and civilian members.
- Experience with practical application of assorted computer software programs including CAD, ProQA, CARM, Microsoft Office Suite, Adobe, etc.
- Previous experience with protocol software such as ProQA.
- Previous Supervisor or Acting Supervisor Experience.
- Previous in-house training in Emergency Police Dispatch such as the EPS ECO Call Evaluation or EPS ECO Dispatch course certificates and successful completion of the Supervisor Development Course..
- Supervisory, management and conflict resolution courses such as the APCO Communications Centre Supervisor and NENA 9-1-1 Center Supervisor Program Certificates or ENP Certification.
- Previous coaching, QA, instructional or teaching experience.
- Knowledge and understanding of EPS administrative processes.
- Applicants will be tested.
- Shortlisted external candidates will be contacted for behavioral interviews and psychological screening. Psychological screening includes multiple-choice computer administered test and a clinical interview by a contracted psychologist.
- As part of your pre-hire screening, you will be required to complete an Enhanced Security Clearance and suitability screening including social media checks. Should you accept employment with the Edmonton Police Service you acknowledge and agree to participate in future Enhanced Security Re-Clearances at scheduled intervals or in any other circumstances, exigent or otherwise, as required by Human Resources Division.
Hours of Work: 40 hours per week, with the possibility of a compressed work schedule. May require flexibility to support operations outside of standard hours.
Salary Range: 21B, Salary Grade 059: $47.338 - $59.272 (Hourly), $3,787.00 - $4,741.80 (Bi-Weekly), $98,841.74 - $123,759.94 (Annually). The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.
General:
- Civic Service Union 52 members are asked to send a copy of their application to the union office.
- The City of Edmonton thanks applicants for their interest in this opportunity. Candidates considered for the position will be contacted.
- We are an equal opportunity employer. We welcome diversity and encourage applications from all qualified individuals.
- Please note that the option to work remotely is not available at this time.
The Province of Alberta is a party to the Federal Agreement on Internal Trade, the Trade, Investment and Labour Mobility with British Columbia and the New West Partnership Trade Agreement with British Columbia and Saskatchewan. All of these agreements promote labour mobility between the Provinces. Applicants may obtain information regarding recognition of extra provincial credentials at www.newwestpartnershiptrade.ca.
HR Technician: BS
Classification Title**:** ECC Supervisor
Posting Date**:** Nov 21, 2025
Closing Date**:** Dec 05, 2025 11:59:00 (MST)
Number of Openings (up to)****: 1 - Permanent Full-time
Union : CSU 52
Department**:** Edmonton Police Service
Work Location(s)****: Police Headquarters, 9620 - 103A Ave Edmonton T5H 0H7
About City of Edmonton
We’re young, ambitious and building something extraordinary. Located on Treaty 6 Territory and with a population of over one million, Edmonton is one of Canada's youngest and fastest growing cities. We’re building a resilient and diverse economy, attracting the best and the brightest and striving to be a world leader in environmental sustainability. We value quality of life, community safety and a welcoming spirit that embraces new people and new ideas.
Emergency Communications Centre Supervisor – Quality Assurance Unit
About the role
Job Number**:** 53873
The Quality Assurance Supervisor is responsible for the direct oversight and leadership of the ECOMB Quality Assurance team, comprised of Emergency Communications Officers on-loan to the unit. This position reports directly to the Quality Assurance and Training Manager. The QA supervisor will play an integral role in the development and adherence to the ECOMB Annual Quality Assurance Plan. The supervisor will be directly responsible for setting goals and objectives for the unit to achieve to ensure compliance within the Quality Assurance Plan and IAED / AEMA standards. Coaching and mentoring is a large portion of this portfolio, as the QA Supervisor is responsible for on—boarding Quality Assurance ECOs into the unit and ensuring that new secondees are trained and calibrated to achieve standardization within their work. The QA Supervisor also works closely with operational supervisors to provide coaching and guidance in accordance with policies and procedures. Responsibilities will include:
- Supervision of quality assurance staff, including the completion of Annual Performance Plans, setting of work targets, and leading day-to-day team functions.
- Review completed work of the QA staff to ensure accuracy and consistency of scoring.
- Complete secondary reviews of call audios upon request.
- Prioritize and manage workload for the unit, including random IPR audits, supervisor requests and HR related call reviews.
- Maintain and develop appropriate tracking mechanisms to create defensible records as they relate to IPRs and the related outcomes.
- Liaise with partner agency PSAPs to align quality assurance processes.
- Subject Matter Expert in ECOMB SOPs, policies and provincial standards.
- Monitor and mitigate operational risk by ensuring all audit outcomes and performance findings are documented and defensible.
- Maintain secure storage and confidentiality of IPRs, performance files, and complaint investigations.
- Liaise with floor supervisors and operational staff to ensure understanding and adherence to the QA requirements and processes.
- Provide coaching and mentoring to peer level supervisors when addressing non-compliant IPRs.
- Communicating patterns of non-compliance and issues to floor supervisors with a solution to address gaps.
- Communicate PSB / Citizen Complaints to floor supervisors to increase transparency.
- Assist in coaching conversations for ECOs who are non-compliant with IPRs.
- Recommendations to DMT on amendments to Branch wide SOPs and policies.
- Provide data-driven insights and recommendations that support consistent supervisory coaching and reduce variation in performance expectations.
- Teach and train members of the Training Unit in completing 9-1-1 IPRs for additional resources.
- Liaise with training unit when patterns of behavior are identified to ensure training is adapted to proactively address the issues.
- Collaborate with Training Unit to develop monthly newsletter and Q-Tips to be shared with the floor.
- Translate identified risks and recurring performance trends into training improvements and content updates.
Qualifications:
- Completion of the twelfth (12th) school grade.
- Emergency Communications and Response Certificate and/or equivalent education from a recognized post-secondary institution.
- Minimum of five (5) years working in an Emergency Communication Centre OR Minimum three (3) years working in a Police ECO.
- One (1) full working year and at least 2080 hours of experience in police/emergency call-taking.
- One (1) full working year and at least 2080 hours of experience in police/emergency dispatch.
- Effective time management and organizational skills.
- Highly self-motivated with ability to work with minimal supervision.
- Excellent leadership skills including the ability to motivate others.
- Exceptional communication skills including written, verbal, formal and informal.
- Able to adapt to various situations and make decisions and solve problems effectively.
- Able to effectively supervise sworn and civilian members.
- Experience with practical application of assorted computer software programs including CAD, ProQA, CARM, Microsoft Office Suite, Adobe, etc.
- Previous experience with protocol software such as ProQA.
- Previous Supervisor or Acting Supervisor Experience.
- Previous in-house training in Emergency Police Dispatch such as the EPS ECO Call Evaluation or EPS ECO Dispatch course certificates and successful completion of the Supervisor Development Course..
- Supervisory, management and conflict resolution courses such as the APCO Communications Centre Supervisor and NENA 9-1-1 Center Supervisor Program Certificates or ENP Certification.
- Previous coaching, QA, instructional or teaching experience.
- Knowledge and understanding of EPS administrative processes.
- Applicants will be tested.
- Shortlisted external candidates will be contacted for behavioral interviews and psychological screening. Psychological screening includes multiple-choice computer administered test and a clinical interview by a contracted psychologist.
- As part of your pre-hire screening, you will be required to complete an Enhanced Security Clearance and suitability screening including social media checks. Should you accept employment with the Edmonton Police Service you acknowledge and agree to participate in future Enhanced Security Re-Clearances at scheduled intervals or in any other circumstances, exigent or otherwise, as required by Human Resources Division.
Hours of Work: 40 hours per week, with the possibility of a compressed work schedule. May require flexibility to support operations outside of standard hours.
Salary Range: 21B, Salary Grade 059: $47.338 - $59.272 (Hourly), $3,787.00 - $4,741.80 (Bi-Weekly), $98,841.74 - $123,759.94 (Annually). The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.
General:
- Civic Service Union 52 members are asked to send a copy of their application to the union office.
- The City of Edmonton thanks applicants for their interest in this opportunity. Candidates considered for the position will be contacted.
- We are an equal opportunity employer. We welcome diversity and encourage applications from all qualified individuals.
- Please note that the option to work remotely is not available at this time.
The Province of Alberta is a party to the Federal Agreement on Internal Trade, the Trade, Investment and Labour Mobility with British Columbia and the New West Partnership Trade Agreement with British Columbia and Saskatchewan. All of these agreements promote labour mobility between the Provinces. Applicants may obtain information regarding recognition of extra provincial credentials at www.newwestpartnershiptrade.ca.
HR Technician: BS
Classification Title**:** ECC Supervisor
Posting Date**:** Nov 21, 2025
Closing Date**:** Dec 05, 2025 11:59:00 (MST)
Number of Openings (up to)****: 1 - Permanent Full-time
Union : CSU 52
Department**:** Edmonton Police Service
Work Location(s)****: Police Headquarters, 9620 - 103A Ave Edmonton T5H 0H7
About City of Edmonton
We’re young, ambitious and building something extraordinary. Located on Treaty 6 Territory and with a population of over one million, Edmonton is one of Canada's youngest and fastest growing cities. We’re building a resilient and diverse economy, attracting the best and the brightest and striving to be a world leader in environmental sustainability. We value quality of life, community safety and a welcoming spirit that embraces new people and new ideas.