CN Emergency Communication Centre Dispatcher [18 Month Contract]

At CN, every day brings new and exciting challenges. You can expect an engaging environment while working from our downtown Montreal Headquarters location, where you are part of making sure our business is running optimally and safely – helping keep the economy on track. We provide paid training and opportunities that can build long-term careers. CN recognizes 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.

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Job Summary

The CN Emergency Communication Centre Dispatcher is responsible for providing 24/7 phone and radio dispatching responses to all our CN Police members across Canada and the US. The role offers the public across CN’s vast network and multiple internal CN departments the appropriate and necessary assistance to effectively and safely handle emergency situations urgently.

Main Responsibilities

Communication Support Services

1. Provide communication and support services to all CN Police staff.
2. Use a Computer Aided Dispatching (CAD) system to receive, prioritize and process calls (public, CN employees, and other local emergency services), then dispatch to the police or other emergency services as required.
3. Dispatch emergency calls between CN Police and local emergency services by receiving and transmitting radio and phone calls.
4. Maintain accurate, up-to-date files and logs for reports and keep management and executives aware of major events as they occur.
5. 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.
6. Prioritize incoming telephone calls.
7. Coordinate actions between local emergency services and CN forces.
8. Monitor CN Police Officers’ safety.

Liaise Between Local Emergency Services and CN

1. Maintain regular communication with multiple stakeholders, both internal and external to CN in order to address situations that arise (e.g. crossing incidents, derailments, trespassing, etc.)
2. Ensure communication of information is relayed accurately and promptly.
3. 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 person in an office environment at our Headquarters location in downtown Montreal. The shifts operate on a rotating schedule which are dependent on the operational needs of the CN Emergency Communication Centers (CNECC) 24-hour operation. The incumbent must be available to work weekends and holidays when necessary and must be on-call to respond to critical incidents 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

1. Computer-Aided Dispatching*
2. Previous experience in computer-aided dispatching*
3. Call center experience*
4. Radio communications experience*
5. Customer service experience*

*Any experience for these above would be considered an asset.

Education/Certification/Designation

1. High School Diploma
2. English Attestations of Collegial Studies (ACS) in Emergency Dispatch or equivalent certification*

*Any designation for these above would be considered an asset.

Competencies

1. Identifies risks and anticipates impacts to ensure a safe and secure environment.
2. Cultivates relationships to proactively support customers’ supply chain needs or those that support them.
3. Shares timely information within and across functions to get things done effectively.
4. Inspires others with impactful communications and adapts to the audience.
5. Makes informed and timely decisions to get things done.
6. Deals with pressure and change by staying calm to quickly adapt to changes.
7. Collaborates with key internal stakeholders to enable higher productivity.
8. Time Management.

Technical Skills/Knowledge

1. Knowledge of computer-aided dispatching systems*
2. Excellent typing skills (testing required).
3. General Microsoft computer skills (testing required).
4. Ability to look at multiple screens simultaneously.
5. Knowledge of the CPIC Systems*

*Any knowledge of any of the above would be considered an asset.

About CN

CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.