If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.

The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.

Calgary 9-1-1 is Calling You! Become the Lifeline in Every Emergency.

When someone dials 9-1-1, you are the first voice they hear. As an Emergency Communications Officer (ECO) at Calgary 9-1-1, every shift is an opportunity to serve your community and make a real difference. It's not just a job, it's a calling. As part of a dedicated team of emergency professionals, you'll serve as the critical link between people who need help, and those who can help them.

Primary duties include:

• Answer police calls (emergency and non-emergency) ensuring the callers receive the needed resources and support.
• Analyze events, assess risks, and adapt to high-pressure and ever-changing priorities and situations.
• Use Computer Aided Dispatch (CAD) systems and other technologies to perform tasks effectively.

Qualifications

• A High School diploma or equivalency (e.g. GED) or proof of Canadian Equivalent (IQAS/WES).
• At least 2 years of experience serving the public in sectors such as: security, call center, social work, health care, working with vulnerable populations or emergency related services.
• Proficiency with computers; using multiple monitors and systems simultaneously. Keyboarding skills of 35 wpm.
• The ability to maintain focus, attention to detail, and make critical decisions under pressure.
• The ability to work in a safety-sensitive position with strict adherence to performance standards and protocols.

Preference will be given to applicants with the following:

• Completion of post-secondary education in emergency communications, criminal justice, sociology, psychology, social work or an emergency-related field.
• Prior experience as a 9-1-1 call taker or dispatcher.
• Experience dealing with crisis situations, mental health interventions, and conflict resolution.
• Multilingual skills and cultural fluency.
• Familiarity with emergency dispatch software and real-time data systems (CAD, CPIC, SENTRY etc.).

Success in this position requires:

• Strong verbal communication and active listening skills.
• Fluency in English, both spoken and written.
• The ability to remain calm, composed, and assertive during high stress, emotionally intense events, and situations involving disturbing or traumatic content.
• Demonstrated emotional intelligence, adaptability, and ongoing personal and professional development.
• The ability to work independently and as part of a team.
• A high level of integrity, confidentiality, and accountability.

Pre-employment Requirements

• Applicants will be tested for appropriate skills via CritiCall Aptitude Test.
• An Enhanced Security Clearance (ESC) and pre-employment polygraph will be conducted. The ESC requires applicants to have resided in North America for at least 3 years.
• Applicants must be at least 3 years clear of criminal activity, including drug use, as of the date the application is submitted.
• Successful applicants must provide proof of qualifications.

Note: You must meet the minimum requirements to apply. Meeting the minimum requirements does not guarantee progression in the hiring process. Some candidates may meet the minimum requirements but may not be competitive, suitable, or meet the core values of our organization.

Union: IBEW Local 254 ECO

Business Unit: Emergency Management
& Community Safety

Position Type: 31 Permanent

Location: 3705 35 Street NE

Compensation:

Training

Year 1

Year 2

Year 3

Year 4

Year 7

$33.04/hr

$38.87

$42.29

$46.28

$48.91

$52.36

Days of Work: This position works rotating shift work in a 24/7 environment, including evenings, weekends and statutory holidays.

Hours of work:
Training - 42 hours per week, Monday to Friday for 10 weeks.

Post Training - an average of 42 hours per week, 4 days on, 4
days off; 2 day shifts (12 hours), 2 night shifts (12 hours), 4 days off.

Audience: Internal/External

Apply By: October 30, 2025

Job ID #: 312623