Communication Operator

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The internal posting deadline September 18, 2025 at 11:59pm

There is a qualified internal in the role.

Job Description:

Primary Purpose

The Communications Operator (Dispatcher) is responsible to the Director, UW Special Constable Service and provides complaint handling, dispatches calls for service as well as multiple other tasks for the University of Waterloo Special Constable Service. The Dispatcher will receive all calls for service to the UW Special Constable Service, assign appropriate resources and make appropriate notifications. Calls for service/ response are received by telephone, e-mail, in person, electronically through the security alarm or CCTV camera monitoring and/or the Private 911 system. This position also provides parking information to UW members and visitors after the parking office closes at the end of the business day. This includes responding to entry requests through the intercom with the gate control equipment and after hour’s release of previously towed vehicles.

Key Accountabilities

Communications

• Answer all incoming calls to the Communications Centre including emergency 911 calls, non-emergency and administrative calls, general inquiries and emergency service requests (ambulance, fire, police).
• Prioritize calls, ie, emergency, non-emergency, administrative calls, and dispatch them accordingly.
• Monitor units by responding to all requests on the radio, from UW Special Constable Services, Parking staff and other radio users.
• Initiate an appropriate response that may include forwarding calls, dispatching Special Constables and referring callers to outside agencies.
• Gather information from callers through the use of clear questions, calm demeanor and empathy and where appropriate, collates data from various callers in relation to the same call.

Access and Safety

• Evaluate and initiate calls from the public, which requires a Special Constable response.
• Accept found property turned into the UW Special Constable office, which consists of creating a report and securing the item into an evidence locker. When people retrieve lost items, the incumbent makes arrangements for the item to be retrieved from the evidence locker and then creates a follow-up report indicating the item has been returned.
• Operate the CAD system by recording details of calls, dispatches, and messages to identify appropriate response, updates information and operates required computer software systems to fulfill related job functions.

Special Constable Service Administration

• Generate nightly requests to WRPS regarding occurrence numbers.
• Create a Daily Brief, giving the entire department a brief synopsis of daily events.
• Understand and utilize multiple operating systems and programs that make up the matrix of information required to maintain security of the campus.
• Monitor Special Constables throughout the shift; keep status of Special Constables updated on computer.
• Make calls for additional assistance that Special Constables may require, such as ambulance, hospital, vehicle owner, tow truck, taxi, other Special Constables or departments.
• Remain current on policies, procedures and day-to-day campus changes.
• Create/open incidents, enter locations, enter caller and complainant information, verify and retrieve histories of previous incidents.

Required Qualifications

Education

• Law and Security diploma, graduate of Ontario Police College or equivalent education and/or experience.
• Current standard level of first aid certification and current basic rescuer level CPR.
• Must acquire and maintain a security clearance from Waterloo Regional Police.

Experience

• Experience in Police/Security operations environment an asset.
• Previous demonstrated ability dealing with people experiencing emotional distress.
• Experience dealing with highly detailed information quickly and accurately, in a high stress customer service environment.

Knowledge/Skills/Abilities

• Must be willing to work rotating shifts and overtime as required.
• Applicants must be willing to undergo an in-depth background/security check.
• Exceptional communication skills both oral and written.
• Proven ability to assess information, prioritize responses, and handle confidential information.
• Excellent computer skills using Windows O/S including word processing, Excel and e-mail.

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.