Analyst, CN Emergency Communication Centre - 18 month contract

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our business is running optimally and safely―helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us!

Please note that this is an 18-month contract.

Job Summary

The Analyst, Communication Centre is responsible for providing 24/7 radio dispatching and response to CN Police. The role provides the public and various CN departments with the 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. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and manage stress.

Requirements

Experience

· Minimum 1 to 3 years of experience

Computer Aided Dispatching*

· Previous experience in computer aided dispatching*

· Call center experience*

· Radio communications experience*

· Customer service experience*

Any experience for these above would be considered as an asset
Education/Certification/Designation

High School Diploma or equivalent experience
English Attestations of Collegial Studies (ACS) in Emergency Dispatch or equivalent certification*
Any designation for these above would be considered as an asset
Competencies

Identifies risks and anticipates impacts to ensure a safe and secure environment
Cultivates relationships to proactively support customers’ supply chain needs or those that support them
Shares timely information within and across functions to get things done effectively
Inspires others with impactful communications and adapts to the audience
Makes informed and timely decisions to get things done
Deals with pressure and change by staying calm to quickly adapt to changes
Collaborates with key internal stakeholders to enable higher productivity
Time Management
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*
Any knowledge for any of the above would be considered as an asset