Emergency Communications Officer

Description:

The Waterloo Regional Police Service (WRPS) is seeking skilled and dedicated individuals to join their team as 911 Communicators. As part of a vital emergency response unit, the communicator serves as the primary point of contact for emergency and non-emergency calls, ensuring swift, accurate, and effective dispatch services for the Regional Municipality of Waterloo.

This role is critical to the safety and well-being of the community, requiring high attention to detail, strong communication skills, and the ability to remain composed under pressure.

Key Responsibilities

• Serve as the Primary Public Safety Answering Point (PPSAP) for all emergency (911) and non-emergency calls in the region.

• Answer, evaluate, and determine the nature and priority of incoming calls including police, fire, ambulance, and administrative requests.

• Gather, analyze, and document accurate and complete information from callers using critical questioning and probing techniques.

• Dispatch officers and emergency personnel through radio communication systems and Mobile Workstations (MWS).

• Monitor ongoing operations, officer status, and location using the Computer Aided Dispatch (CAD) and Niche Record Management System (RMS).

• Handle specialized and sensitive incidents such as hostage situations, assaults, and suicidal persons in accordance with policy and protocol.

• Relay vital information, hazards, and updates to responding officers, ensuring coordination between departments and partner agencies.

• Maintain database accuracy, report system errors, and assist in information updates.

• Prioritize multiple incoming calls and coordinate responses based on urgency and resource availability.

• Conduct inquiries using CPIC and associated systems to support field officers.

• Prepare and maintain detailed reports and records for operational and court purposes.

• Participate in ongoing training, professional development, and adequacy standards to remain updated on policies, systems, and technologies.

Required Skills and Qualifications

• Education: Ontario Secondary School Diploma (or equivalent as recognized by the Ontario Ministry of Education).

• Experience: At least 2 years in a fast-paced, multi-tasking, communication-based environment.

• Proficient knowledge of radio communication systems, CAD, and Niche RMS.

• Strong understanding of radio codes, police dispatch language, phonetic alphabet, and local geography.

• Ability to handle stressful, emotionally charged situations while maintaining professionalism and accuracy.

• Analytical ability to assess caller needs, prioritize calls, and make rapid, informed decisions.

• Excellent interpersonal, communication, and crisis intervention skills.

• Capability to adapt to changing priorities, shifting workloads, and emergency response situations.

• Must meet police security clearance standards and testing requirements.

• Knowledge of legislation, judicial systems, and community support agencies is considered an asset.

Working Conditions

• Shifts: 12-hour rotating day and night shifts.

• Must be available to work 50% of statutory and declared holidays.

• Required to work four (4) 24-hour weekend periods per month (Friday, Saturday, Sunday).

• Unionized position under the Waterloo Regional Police Association.

Why Join WRPS

• Competitive hourly rate of $43.50/hr.

• Defined benefit pension plan (OMERS).

• Supportive and team-oriented environment focused on community service.

• Comprehensive Employee Assistance Program (EAP) for fitness and wellness.

• Recognized as one of Southwestern Ontario’s and Waterloo Area’s Top Employers for 2025.