City of Kitchener is looking for Dispatcher (PT). (2024)

Dispatcher (PT)

Competition Number

2024-271

Job Code

7020

Posting Date

June 25, 2024

Closing Date

July 3, 2024 (at 6:00pm)

Job Status

Continuous Part-Time

TheCity of Kitcheneris a vibrant and dynamic city of approximately 270,000, in the heart of southwestern Ontario. As the largest municipality in Waterloo Region, Kitchener continues to be poised for development and growth, enhancing its reputation as a leader in city-building and innovation, with nationally recognized strategies to build itsneighbourhoods, its digitalinfrastructureand its diverse economy.

TheCity of Kitcheneris WHERE you want to work! Learn more about the top reasons to join us:

Why work at the City of Kitchener

Position Overview:

The Dispatcher position is a challenging opportunity for a dedicated individual to work in a gas and water utility emergency operations center. The successful candidate will receive and process incoming calls from the public and internal staff for general inquiries, appointments, complaints and emergencies.

Responsibilities:

• Dispatch duties utilizing multiple computer programs to relay service calls to City field personnel.
• Analyze information received from callers, inputs data into computer systems and dispatches the required personnel.
• Respond professionally, politely and effectively to telephone and e-mail inquiries.
• Provide general information and direction on the services, procedures, practices, policies and programs provided by the City through public and internal inquiries.
• Perform general clerical duties as required. Enter, retrieve and interpret data in customer and work management system databases.
• Communicate with members of the public, Kitchener Utilities and City of Kitchener employees while exercising good judgement, tact and diplomacy.
• Follow established procedures and make calm decisions as required in an emergency services environment.
• Deal effectively with emotional customer situations.
• Refer escalated issues to the supervisor and/or on-call manager when applicable.
• Ensure the confidentiality of all records containing personal information.

• Performs other related duties as assigned.

Requirements:

• Minimum Grade 12 education or equivalent.
• Previous dispatch/call center experience.
• Available for shift work (up to 24 hours per week) between the hours of 7:00am and 9:00pm year-round including weekends and holidays.
• Analysis and problem solving skills to determine appropriate customer/response needs.
• Ability to work under pressure and remain calm in a high paced work environment.
• Excellent interpersonal, communication (written and oral), conflict resolution, public relations and customer service skills.
• Ability to multi-task with flexibility to move between tasks, effectively prioritize work and meet established deadlines.
• Proficient with computer systems and experience with Microsoft Office and Windows.
• Must have accurate and efficient keyboarding skills.
• Reliable with a good attitude and employment record.

The City of Kitchener is committed to an equity-driven, inclusive, accessible, and barrier-free recruitment and selection process, and to ensuring our workforce reflects the full diversity of the community we serve. We welcome applications from Indigenous, Black, racialized and 2SLGBTQ+ persons, as well as other equity deserving groups.

We will accommodate the needs of applicants under the Human Rights Code and Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please contact Human Resources at [emailprotected], or 519-741-2200 ext. 7261 to make your needs known, so that we can support your full and equal participation throughout the hiring process.

We appreciate the interest of all applicants. Only candidates whose skills, experience and qualifications meet the requirements of the position will be contacted.

Please note that as per Human Resources Policy HUM-HIR-110, "Employment of Relatives of Staff Members and Elected Officials":

"The immediate relatives of staff of the Human Resources Division, all Directors, General Managers, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity.

The immediate relatives of all other Management personnel shall not be employed where such employment would be:

1. within the same Department in the case of permanent full-time, temporary full-time and part-time classifications.

2. within the same Division in the case of students."

Department

Infrastructure Services

Division

Gas and Water Utilities

Union Affiliation

IBEW

Number of Positions

1

Hours of Work

Up to 24 hours per week

Location

Initial Location

Kitchener Operations Facility

City

Kitchener

Compensation

Salary Range

$30.48-$35.40 per hour

Grade/Band

N/A