Emergency Communications Officer (Calgary 9-1-1)

City of Calgary
Date Posted:   Feb 03, 2023
Closing Date:   Apr 25, 2023
Competition Number:  306995
Location:   Calgary & area
Status:   Full-Time


Location: 3705 35 Street NE - Calgary, AB

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.
The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.
Calgary 9-1-1 answers emergency and non-emergency calls and provides dispatch services for the Calgary Police Service, Calgary Fire Department and several rural partners, answering more than one million calls per year, making Calgary 9-1-1 one of the largest public safety answering points in Canada. Emergency Communications Officers (ECO’s) serve as the critical link between citizens and emergency assistance from police, fire or ambulance. They answer and evaluate incoming calls and transfer those calls to the requested agency for response. 
ECO’s are exposed to emotionally disturbing events such as medical distress, violence threatened/actual serious injury, abuse, and death, where callers are experiencing fear, terror, hopelessness, rage, self harm and conflict. To assist you in determining if this position may be right for you, please complete the self evaluation questionnaire.


  • A High School diploma or equivalency (e.g. GED) plus at least 2 years of experience providing customer service to the public, handling situations that require problem solving and/or conflict resolution.
  • A minimum typing speed of 40 words per minute.
  • Applicants must possess knowledge of Calgary streets, roads, facilities and communities.
  • Preference will be given to applicants who have the following:
    • Experience working in emergency response, distress and/or high-stress situations.
    • Experience working in an emergency communications call centre and shift work environment.
    • A completed 1 year Public Safety Communications certificate or another related post-secondary discipline.
    • Fluency in a second language.
    • Volunteer or work experience in the community with high risk and vulnerable populations.
  • Success in this position requires the following competencies:
    • Strong verbal and written communications skills, including active listening skills, a commanding telephone presence and the ability to communicate with a wide variety of citizens and stakeholders over the phone, two-way radio, and in person.
    • Strong customer service orientation and public relations skills.
    • Resiliency and stress tolerance, and the ability to maintain composure, remain calm and focused when dealing with a high volume of volatile and stressful emergencies.
    • A high attention to detail and accuracy when recording information.
    • Superior analytical ability and the ability to multitask in a fast paced work environment while concentrating and remaining attentive for long periods of time.
    • The ability to make sound rational decisions based on information provided and employ critical thinking where information may not be clear.
    • Sound judgment, tact, diplomacy, sensitivity and empathy of citizen needs.
    • Resourcefulness and knowledge of community resources and social support systems.
    • Ability to keep pace with constant technological changes and demonstrate change responsiveness.
    • High morals, ethics and integrity.
You must meet these minimum requirements in order to apply. Meeting the minimum requirements does not mean you will be successful in our hiring process.  Some candidates may meet the minimum requirements but may not be competitive, suitable or meet the core values of our organization.
Pre-employment Requirements
  • Applicants will be tested for appropriate skills.
  • An enhanced security clearance and polygraph will be conducted.
  • Applicants must be at least 3 years clear of any detected or undetected criminal activity, including illegal drug use, as of the date the application is submitted.
  • Successful applicants must provide proof of qualifications.

Pay Rate

29.57 per hour

Term Of Appointment

During training this position works a 40 hour 
work week for 12 weeks.  Following training this positions works an average of 42 hours per week (4 days on, 4 days off), rotating between 2 day shifts (06:00 to 18:00 hours) and 2 night shifts
(18:00 to 06:00 hours).

Days of Work: This position works rotating shift work in a 24/7 environment, including evenings, weekends and 

How To Apply

Apply by: April 25, 2023 at Careers (calgary.ca)

Job ID #306995