Deadline to Apply : Thursday, November 13th at 11:59 p.m.

Employment Type: Permanent Part-Time

Base Location: Headquarters (Maple Grove Road)

Condition of Employment:

• 12-hour rotating day and night shifts
• Must be available to work fifty percent (50%) of statutory and declared holidays
• Must be available to work four (4) twenty-four (24) hour periods on weekend (Friday, Saturday and Sunday) dates per month.

Hours of Work: up to 30 Hours per week

Number of Position : 12

Union: Waterloo Regional Police Association

Reason for Vacancy: New Positions

2025 Hourly: $ 43.50

POSITION PURPOSE

The Communicator provides complaint handling and dispatches calls for service for the Waterloo Regional Police Service (WPRS) using police computer systems, phone and radio systems as the Primary Public Safety Answering Point (PPSAP) for the Regional Municipality of Waterloo’s 911 telephone system.

MAJOR DUTIES & RESPONSIBILITIES

• Answers and determines the nature of all incoming calls to the Communications Centre, including but not limited to emergency 911 calls, non-emergency, Teletype Writer (TTY) administrative, and emergency service requests (ambulance, fire, police).
• Gathers and collates complete and accurate information by questioning and probing callers; acquires information about additional hazards from police system occurrences (e.g., alcohol, mental illness/medical conditions).
• Responds to callers inquiring about call status and handles complaints regarding response time. • Refer callers to partnering/outside agencies, if applicable.
• Dispatches officers verbally and through Mobile Workstations (MWS) according to written schedules and work orders, or as required by emergency situations. Deals with special circumstance calls as governed by policies, including but not limited to hostage/barricaded persons, assaults and suicidal persons.
• Responsible to provide, enter and maintain information in the work unit specific database(s), including but not limited to the Computer Aided Dispatch (CAD) and Niche Record Management System (RMS).
• Records and forwards particulars of inaccurate information to the appropriate designated person for updating computer records.
• Monitors units, officer status and locations, assesses calls for service and responds to radio calls on the radio system by operating and responding to the talk groups on the systems, including but not limited to police personnel, regional transit, public works, municipal law enforcement and training.
• Prioritizes and coordinates the activities of officers using a variety of computer-aided communications radio and dispatching equipment.
• Queries CPIC and systems that interface with CPIC while dispatching or at officer’s requests; compiles information and relays to responding officer(s).
• Advises officers of additional hazards and route and traffic problems such as construction, accidents, congestion, weather conditions and other information.
• Makes calls for additional assistance for officers, including but not limited to ambulance, hospital and other divisions or departments.
• Dispatches calls for service for by-law and checks on by-law officers’ wellbeing.
• Monitors any member using a police radio as they attend various addresses, check their wellbeing, and respond to any emergency declared via radio.
• Receives information, sets up, organizes, maintains and updates records and files. • Prepares for and makes court appearances as witnesses if required.
• Engages in regular ongoing Adequacy Standards training and professional development activities. Remains educated and up to date on Policies, Procedures, Technology and Directive changes.
• Performs other related duties as assigned.

SKILL

• Successful completion of an Ontario Secondary School Diploma or equivalent as determined by the Ontario Ministry of Education.
• Knowledge of the principles and theories of emergency services dispatching and radio operation, emergency communications procedures and practices and basic crisis intervention skills.
• Two (2) years of previous experience working in fast-paced environment and multi-tasking, with the ability to carefully listen to and transcribe pertinent information.
• Practical knowledge of use of the multi-channel radio dispatch systems, including but not limited to CAD and NICHE RMS.
• Knowledge of radio language, 9000 codes, geographical zones, and phonetic alphabet.
• Knowledge of police radio protocol, acceptable language, release of information and authority to broadcast information in accordance with procedures and legislation.
• Ability to hear and comprehend incoming calls and radio messages to interact with and transfer information to police service and public members.
• Analytical skills required to probe and assess caller needs and prioritize and make decisions quickly to re-assign officers depending on available resources.
• Extensive knowledge of the Regional Municipality of Waterloo street and road networks.
• Acquired knowledge of police computer networks and systems (e.g., CAD and Niche RMS), legislation, policies, and procedures.
• Familiarity with the judicial system, court processes and terminology, and police and community related agencies to refer callers
• Ability to work independently in a team environment with limited supervision. • Ability to adapt to frequently changing priorities, and to re-organize and re-prioritize calls for service based on severity of calls using available resources.
• Communication, interpersonal, and basic crisis counselling skills used to gather information, answer and re-direct stressful emergency calls, work with individuals with limited communication skills, and recognize and defuse unpleasant or difficult contacts.
• Ability to speak clearly and control rate of speech and compose and broadcast transmission using acceptable police jargon.
• Ability to summarize events for direct data entry of emergency calls.
• Ability to comprehend and remain current in policies and procedures, mapping systems and regional directories.
• Ability to meet police security clearance requirements and to maintain confidentiality.
• Ability to meet testing requirements for the position.

Why join WRPS?

• Defined benefit pension plan OMERS
• Dynamic, team-focused environment supporting the community
• Employee Assistance Program for fitness and wellness
• 2025 Southwestern Ontario’s Top Employers
• 2025 Waterloo Area’s Top Employers
• 2025 Hourly: $ 43.50

If you’re interested in this position, please apply online by Thursday, November 13th at 11:59 p.m.

Please ensure you provide all supporting information from current and past employment (if applicable) to specify how you meet the requirements for this position in your online profile. You will be assessed based on the information provided in your application.

If you require accommodation in completing the application process, or with any portion of the application process or interview, please email the WRPS at HumanResources@wrps.on.ca.

Diversity through inclusion – we are an Equal Opportunity Employer.

We thank all applicants; however, only those selected to move forward will be contacted.