Emergency Communications Centre Supervisor

• This posting is for one (1) Full-time Permanent and one (1) Full-time Temporary position ending on or before January 15, 2026**
  
  
  

The Edmonton Police Service (EPS) requires two (2) Emergency Communications Centre Supervisors responsible for the general operation and supervision of staff within the EPS Emergency Communications Centre (ECC). The ECC is the Public Safety Answering Point (PSAP) for the City of Edmonton and is responsible for a variety of critical functions including answering and triaging 9-1-1 calls, managing, evaluating, and dispatching emergency and non-emergency calls, and monitoring the safety of operational police officers. The ECC Supervisor will supervise Emergency Communications Officers (ECOs) working at 1 of the 2 active operational ECC sites and will work a schedule that supports 24x7x365 operations. The ECC Supervisor will liaise with frontline commanders and actively monitor ongoing operations in the ECC. The ECC Supervisor will act at a higher standard to ensure that the ECC delivers high quality customer service and meets or exceeds quality standards for performance, accuracy and speed of service. The ECC Supervisor has an important role in managing risk to the public, the EPS and partner agencies including other police and emergency services. Responsibilities will include:

• Supervise, coach, mentor and support ECOs to ensure that all ECC functions are performed effectively while delivering excellent customer service.
• Ensure compliance with ECC standards for staffing and call management including productivity metrics and call answer and transfer times.
• Ensure the efficient operation of the ECC by monitoring workloads and call volumes for each work area including 9-1-1, Call Evaluation, Dispatch Communications Administrative Assistants (CAA) and Online Reporting.
• Maintain oversight of 9-1-1 events, high priority event screens, and all calls for dispatch. Ensure priority levels are assigned correctly, duplicate or cancel 9-1-1 events, and monitor multi-caller events as needed. Review, approve and/or action advised events, reports and “request to cancel” calls.
• Manage daily shift schedules and overall staffing levels to ensure the ECC is operating within staffing benchmarks on each shift. Communicate effectively with ECOs, administrative staff, peers and the ECOMB Divisional Management Team (DMT) regarding schedules and staffing.
• Collaborate with other ECC Supervisors and the ECOMB DMT to ensure effective call management strategies are employed. Delegate tasks and deploy personnel as needed to maintain ECC operations and mitigate risks to public and officer safety.
• Provide guidance to ECOs including ECO trainees on all technological systems, provincial standards and EPS protocols, policies, and procedures. Liaise with the ECOMB Operational Support Section (OSS) to ensure appropriate coaching, training and support is provided to all ECOs to meet quality assurance standards.
• Collaborate with OSS to support the training of ECOs in each work area and the professional development of all ECOs. Review Coaching and Training Reports and support Communications Training Officers and ECO trainees during and after training programs.
• Promote a healthy, respectful, and inclusive work environment in the ECC by participating in wellness initiatives, fostering strong relationships, and managing conflict. Support the wellness of ECOs by providing resources and referrals and by modeling resiliency, stress management, conflict resolution and effective communication. Liaise with EFAS and OSS to ensure ECOs receive support after critical incidents or adverse events.
• Answer the ECC Supervisor phone line and respond to calls and requests from other EPS work areas and external agencies.
• Review and determine handling of CPIC messages received from outside agencies.
• Understand and manage the ECC Manual Event process and Business Continuity Plans including evacuations and other disruptions to operations.
• Support ECOs in providing excellent customer service to internal and external clients. Deliver excellent customer service by professionally resolving concerns that are escalated to a Supervisor.
• Maintain ongoing dialogue with ECOs and the DMT about the status of operational issues, changes and organizational goals and priorities.
• Record and prepare daily reports including accurate performance statistics and daily highlights for each shift worked.
• Communicate with and support the DMT, Operational Support Section, and other ECC Supervisors regarding operational concerns with other EPS work areas and partner agencies, including responding to emerging trends in call volume and public safety operations.
• Collaborate with the Business Support Section regarding technical issues such as equipment failures or technological changes and assist with troubleshooting as needed.
• Prepare employee performance reviews and develop personal and professional development plans to support ECOs in achieving their goals.
• Review and approve requests for leave including short term, vacation, annual leave and other absences. Ensure human resourcing software is up to date for accurate scheduling and pay of ECOs.
• Liaise with the ECOMB DMT regarding human resourcing matters such as attendance management and job performance.
• Attend meetings and assist with hiring, training, technology, and project management initiatives as directed by the DMT.
• Complete Professional Standards Branch investigations and routine performance audits for ECOs.
• Attend mandatory training and other professional development requests, as directed by DMT, to meet organizational or divisional needs.
• Ensure WCB forms and OH&S Incident Reporting are completed and submitted in accordance with EPS Policy.
• Perform other tasks or duties as directed by the ECOMB DMT.
  
  
  

Qualifications:

• Completion of the twelfth (12th) school grade.
• Emergency Communications and Response Certificate and/or equivalent education from a recognized post-secondary institution.
• Minimum of five (5) years working in an Emergency Communication Centre OR Minimum three (3) years working in a Police Emergency Communication Centre.
• One (1) full working year and at least 2080 hours of experience in police/emergency call-taking.
• One (1) full working year and at least 2080 hours of experience in police/emergency dispatch.
• Effective time management and organizational skills.
• Highly self-motivated with ability to work with minimal supervision.
• Excellent leadership skills including the ability to motivate others.
• Exceptional communication skills including written, verbal, formal and informal.
• Able to adapt to various situations and make decisions and solve problems effectively.
• Able to effectively supervise sworn and civilian members.
• Experience with practical application of assorted computer software programs including CAD, ProQA, CARM, Microsoft Office Suite, Adobe, etc.
• Previous experience with protocol software such as ProQA.
• Previous Supervisor or Acting Supervisor Experience.
• Previous in-house training in Emergency Police Dispatch such as the EPS ECO Call Evaluation or EPS ECO Dispatch course certificates and successful completion of the Supervisor Development Course..
• Supervisory, management and conflict resolution courses such as the APCO Communications Centre Supervisor and NENA 9-1-1 Center Supervisor Program Certificates or ENP Certification.
• Previous coaching, QA, instructional or teaching experience.
• Knowledge and understanding of EPS administrative processes.
• Applicants will be tested.
• Shortlisted external candidates will be contacted for behavioral interviews and psychological screening. Psychological screening includes multiple-choice computer administered test and a clinical interview by a contracted psychologist.
• As part of your pre-hire screening, you will be required to complete an Enhanced Security Clearance and suitability screening including social media checks. Should you accept employment with the Edmonton Police Service you acknowledge and agree to participate in future Enhanced Security Re-Clearances at scheduled intervals or in any other circumstances, exigent or otherwise, as required by Human Resources Division.
  
  
  

This posting is limited to internal applicants and permanent employees on layoff. Please include your payroll number.

Hours of Work: This position works in a 24 x 7 x 365 work environment and will be expected to work a rotational work schedule that will include days, nights, and weekends.

Salary Range: 21B, Salary Grade 059: $46.071 - $57.686 (Hourly), $3,685.70 - $4,614.90 (Bi-Weekly), $96,196.25 - $120,448.37 (Annually). The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.

General:

• Civic Service Union 52 members are asked to send a copy of their application to the union office.
• The City of Edmonton thanks applicants for their interest in this opportunity. Candidates considered for the position will be contacted.
• We are an equal opportunity employer. We welcome diversity and encourage applications from all qualified individuals.
• Please note that the option to work remotely is not available at this time.
  
  
  

The Province of Alberta is a party to the Federal Agreement on Internal Trade, the Trade, Investment and Labour Mobility with British Columbia and the New West Partnership Trade Agreement with British Columbia and Saskatchewan. All of these agreements promote labour mobility between the Provinces. Applicants may obtain information regarding recognition of extra provincial credentials at www.newwestpartnershiptrade.ca.

HR Technician: BS