Communications Operator

Job Category

Job Profile

Job Title

Department

Compensation Range

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

**Please note we are hiring for 3 positions.

Job Description Summary

Positions in this classification are responsible for the efficient communication operations and the dispersion/allocation of work within Campus Security. Communications Operators receive process, prioritize, coordinate, allocate and dispatch security calls and inquiries. Incumbents also monitor alarm systems and CCTV monitoring in support of campus security and other University Departments and emergency services. Communications Operators efficiently address inquiries from the campus community in a professional manner, helping to ensure the safety and security of UBC faculty, staff, students and visitors as well as University property. This position also provides customer service both in person and on the phone to the campus community.

Organizational Status

Reports directly to the Manager, Operational Support & Administration. May also take day to day direction from the Patrol Supervisor.

Work Performed

- Operates a 24hr communications network, receiving and conferencing calls to/from RCMP, Ambulance, Fire Department, Campus-Wide Emergency Telephones and University Departments and contacting appropriate UBC authorities and administrators in the event of an emergency.

- Operating and controlling a communications network which includes: security, parking, museum, Safewalk, Blue Phone, housing, first aid, elevators, mass notification and liaising with the police, fire and emergency health services;

- Responds to requests for assistance and taking reports and complaints regarding conditions on campus;

- Receives, prioritizes, coordinates, allocates and dispatches security calls and inquiries. Interprets inquiries based on knowledge of Campus Security protocol, policies and procedures.

-Designates the appropriate staff members and number of resources to resolve issues. Constantly evaluates and monitors the course of action and adjusts the deployment resources accordingly.

-Tracks and follows up on active incidents, and maintains records of all completed work including a status schedule for phone inquiries.

- Generate, maintain logs, incident reports and other information records as per established policies and procedures.

-Monitors and operates security systems including CCTV, intrusions systems, Access Control Systems, Workalone application, mass notification system and dispatching Campus Security personnel according to established procedures;

- Access and review UBC databases and or CCTV data to assist with investigations;

- Conducts regular systems integrity checks according to established protocols;

- Acts as a backup to the Service Centre after normal University hours. Receives trouble calls and triages according to processes and procedures.'

- Relays information from computer databases to Patrol as needed and performs radio and location checks as a safety measure.

- Provides in-person customer service to the campus community.

- Receives and triages all First Aid calls and dispatches attendants to scene.

- Carries out any other related duties as required in keeping with the qualifications and requirements of positions in this classification.

Consequence of Error/Judgement

Makes safety and security related decisions using judgment in accordance with established policies and procedures. Inappropriate decisions may impact the service, safety and security of others.

Supervision Received

Works under the supervision the Operations Supervisor.

Supervision Given

None.

Preferred Qualifications

• High School graduation and Completion of a recognized Communications Operator Course.

• 3 years relevant experience or the equivalent combination of education and experience.

• Basic Security Training (BST)

• Ability to work effectively independently and in a team environment.

• Ability to gather, record, and organize information with accuracy and attention to detail.

• Effective written communication, including the thorough documentation of incidents through accurate report writing.

• Ability to respond appropriately to inquiries on the phone and in writing, and make appropriate referrals.

• Ability to communicate in a clear, attentive, and polite manner.

• Ability to listen actively and attentively, and obtain clarification as required.

• Ability to communicate efficiently using a standard security radio system.

• Ability to provide quality service to members of the campus community in a courteous, patient manner.

• Ability to determine the nature and urgency of inquiries and issues, and prioritize appropriately.

• Ability to remain calm, effective, and safe in emergency or crisis situations.

• Ability to approach interactions with an awareness of sensitive issues and maintain confidentiality as required by statute and policies.

• Ability to perform word processing and data entry efficiently and effectively.

• Ability to operate a computerized phone system and other standard office equipment.