Team Lead (Dispatch Operator 2)

About Us

At Service Nova Scotia we impact every citizen, business, and municipality in Nova Scotia. Our mandate is to design and deliver programs and services to meet the needs of our clients and the public through a culture of excellence. Service Nova Scotia’s vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business.

The Shubenacadie Radio Communications Centre is a 7-24-365 restricted facility providing mission critical public safety and public work. The dispatch centre provides Call Notification, Critical Activity Monitoring, Emergency Notifications, Answering Service, Secure Alarming, and remote infrastructure management of telecommunications towers to support many first response services such as EMO, Volunteer Fire Services, Conservation Enforcement, Vehicle Transportation Inspectors, and others.

Primary Accountabilities

The Team Lead plays a critical role in the SRCC dispatch environment, liaising between Dispatch Operators and management on an ongoing basis. The Team lead will be a subject matter expert in all aspects of dispatch operations and equipment, and will be responsible to contribute to many aspects of ensuring an effective delivery of dispatch services. Key responsibilities include:

• On site supervision of Dispatch Operators to ensure effective service delivery, and adherence to policies and procedures.
• Overseeing implementation of new initiatives and procedures.
• Act as the first point of escalation for any staff issues/concerns, and handling call escalations from clients for complex issues or client dissatisfaction.
• Providing ongoing feedback, coaching, and quality assurance of the work of Dispatch Operators.
• Providing training and coaching for new operators.
• Contribute to the development of training and operations manuals and guides.
• Managing schedules and attendance, approving time and leave requests.
• Preparing daily shift reports.
• Maintaining a motivated and productive team environment.
• Carrying out Dispatch Operator functions to support breaks, lunches, and short staff shifts or peak activity periods as needed.

Using sound judgement and authority, the Team Lead will ensure that staff accurately carry out services, adhere to policy and procedures, and provide quality client service to client agencies. The Team Lead will liaise with their counterparts in other Communications Centres on an ongoing basis to develop relationships and ensure information is effectively shared. Regular liaison with SRCC management is required.

Finally, the Team Lead must maintain comprehensive knowledge of the Public Safety and Field Communications organization, the emergency management protocols used in Nova Scotia, and of the technology, contracts and support mechanisms used to keep services and equipment operational 24/7/365.

Qualifications and Experience

Two year post secondary education and 3 years of related experience (with at least 1 year supervisory) or an acceptable equivalent combination of training and experience. The successful candidate must successfully complete a three-month on-site training program.

The successful candidate must be familiar with policies and procedures for the process of managing multiple simultaneous tasks. The candidate must have a working knowledge of how Standard Operating Procedures and Memorandums of Understanding work to demonstrate the ability to always provide informed advice to staff.

The incumbent must be able to deal tactfully with staff at all levels as well as volunteer and private sector contacts. They must demonstrate effective interpersonal communications both (oral and written) and possess strong organizational skills. This role requires the incumbent to be a team player working to enable Dispatch Operators to exercise sound judgement and exhibit initiative. They must be able to manage within fixed timelines and balance competing priorities. They must also be proficient in the standard computer applications used, such as Microsoft Office Suite.

Experience and/or knowledge of any of the following would be considered an asset:

• TMR2 Radio
• Finding information using data banks
• Various GPS tracking program

Equivalency

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

Benefits

Based on the employment status and Union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs. Click here to learn more about our various benefits offerings and eligibility criteria.

Working Conditions

• 12-hour shifts, day, and night
• May be required to work overtime on occasion
• May be required for call backs
• Stressful work environment
• Sitting at a computer for long periods of time
• Mentally challenging due to a high demand for accuracy and attention to detail with a high volume of work
• Travel is required to attend meetings

Additional Information

This is a temporary employment opportunity with an anticipated end date of September 30, 2024. The appointment status (‘term’, ‘temporary’ or ‘casual’) is dependent on the start date of the successful candidate.

What We Offer

• Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
• Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
• Countless Career Paths.
• Department Specific Flexible working schedules.