Communications Operator

Job Responsibility:

JOB PROFILE:

The Communications Operator is the vital link and trusted lifeline between members of the public and emergency fire and medical services. Under the general direction of the District Chief (Communications Supervisor), the Communications Operator is responsible for answering, processing, prioritizing calls for emergency fire and medical services and elective transfers.

This position is responsible to determine the resources required to be dispatched in accordance with triage information, policies and procedures, computer aided geographic information and status data provided by field personnel; ensures rapid and accurate dispatch of department resources to fire, medical, and related incidents; and provides regular information updates to all field personnel and other emergency services, agencies and institutions of incidents and situations as required.

As the Communications Operator , you will:

• Receive emergency calls for assistance.
  • Answer and process emergency calls for service and requests for assistance, entering the information into the computer aided dispatch system; obtains essential information from callers and triages the nature of injuries and illnesses using a medical telephone triage model; obtains essential information from callers and categorizes fire incidents using a fire telephone categorization model; prioritizes the incident appropriately, taking into consideration all of the pertinent factors.
  • Provide post-dispatch and pre-arrival instructions to callers as required.

• Dispatch of resources.
  • Receive triage information for fire, medical, and related emergency calls; identify and rapidly dispatch appropriate field resources in accordance with established policies, procedures, and requirement.

• Monitor, coordinate and provide support to responding units.
  • Operate a multi-talk group emergency radio system, computer aided dispatch system, telephone communications system, and associated communications sub-systems.
  • Monitor and control radio, telephone, and computer communications such that efficient and essential communications are maintained.
  • Receive, record, and maintain support information regarding water supply, street network systems, other agencies, or incident updates to advise field personnel of changing conditions which may impact the delivery of an effective and efficient emergency service.
  • Monitor field resource levels and distribution patterns and advises and instructs with respect to re-positioning of fire and other field resources.

• Receive non-emergency and administrative calls for assistance.
  • Answer and process non-emergency calls for service and administrative requests for assistance, entering the information into the computer aided dispatch system as required; refers callers to appropriate agencies or other WFPS branches as appropriate.

• Inter-agency notification.
  • Advise police and other agencies of incidents and situations requiring their involvement.
  • Receive, relay and provide information from and to police, hospitals and other agencies and institutions as required.
  • Arrange for and coordinate WRHA Respiratory Therapist escort for inter-facility transfers, when required.
  • Implement support procedures involving the assistance of other emergency services and specialized agencies.

• Administrative notification and documentation.
  • Advise supervisory and senior management personnel of calls for service, incidents and situations requiring their attention.
  • Record and maintain operational and administrative information related to calls for service, incidents and situations.
  • Prepare accurate maintenance and work order reports, equipment inventory records, and initiate emergency call-out procedures of maintenance technicians and support personnel in accordance with established priorities.

• Provide support, coaching or consoling, and mentoring to fellow workers.

Your education and qualifications include:

• Canadian Citizen or Permanent Resident (Landed Immigrant).

• Grade 12 High School Diploma according to Canadian Provincial Standards, GED or equivalent. Applicants who were educated outside of Canada must have their academic credentials assessed in order to determine and submit a Canadian Grade 12 equivalent. For more information, please visit

• Canadian accredited Emergency Medical Responder (EMR) Program or equivalent (minimum). Consideration will also be given to applicants currently registered in an EMR Program.

• College of Paramedics “Technician-Paramedic” License formerly the Manitoba Health, Senior's & Active Living Emergency Medical Service “Technician-Paramedic” License (minimum). Provincial equivalents will be accepted, however, out of province applicants must show proof of having transferred their license to Manitoba prior to their first day of recruit training. Applicants do not need to have the License to apply, but this will be required prior to a conditional offer of employment. You must enroll in the College of Paramedics of Manitoba (CPMB) for continued maintenance and renewal of your license. For more information, please visit the College of Paramedics at

• Canadian recognized Medical Terminology Program (preferred).

• International Academies of Emergency Dispatch (IAED) Certification in Advanced Medical Priority Dispatch System (AMPDS) and Fire Priority Dispatch System (FPDS) (preferred). Ability to obtain certification in the Advanced Medical Priority Dispatch System and Fire Priority Dispatch System.

• Fluency in both official languages (French and English) (preferred).

• Experience in a public safety dispatch centre or in a radio-telecommunications environment (preferred).

• Comprehensive knowledge of city streets, areas and neighborhoods in Winnipeg, as assessed in Step 3 of the recruitment process.

• Ability to work in a Windows environment and to learn and work with various software packages including applications such as Word, Excel, Outlook, and internal systems, as assessed in Step 2 of the recruitment process.

• Ability to function in a multi-tasking environment, reacting appropriately to multiple aural and visual inputs, remaining calm, composed, professional, effective, making appropriate operational decisions, acting decisively, providing high quality customer service under pressure in fast-paced and stressful conditions as assessed in Step 2 of the recruitment process.

• Ability to communicate clearly, accurately and effectively with the public, Fire Paramedic Service personnel, and personnel from other emergency and support agencies, by telephone and radio and to control the exchange of information with emergency callers as assessed in Step 3 of the recruitment process.

• Ability to work independently and as a member of a team, and to foster a positive, respectful, safe and healthy work environment.

• IMPORTANT : Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service at application.

CONDITIONS OF EMPLOYMENT:

• The successful applicant must possess and maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.

• Police Information Check (original copy) from the City of Winnipeg Police Service (RCMP or provincial equivalent), satisfactory to the employer. Documentation must be current and have been completed within the previous thirty (30) days prior to date of employment. This document may be required from the successful candidate, at their expense. Any infractions, offences or investigations occurring prior or after application submission must be reported to the WFPS. For more information please visit:

• Level 2 Security Check from the City of Winnipeg Police Service, satisfactory to the employer. Documentation must be current and have been completed within the previous twelve (12) months prior to date of employment. Check will be scheduled by the Winnipeg Fire Paramedic Service with the Winnipeg Police Service. Applicants will only be scheduled for this check if they are successful through the recruitment process.

• Child Abuse Registry Check (original copy) from the Government of Manitoba Child Abuse Registry Unit (or provincial equivalent), satisfactory to the employer. Documentation must be current and have been completed within the previous thirty (30) days prior to date of employment. This document will be required from the successful candidate, at their expense. Any infractions, offences or investigations occurring prior or after application submission must be reported to the WFPS. For more information please visit

• Adult Abuse Registry Check (original copy) from the Government of Manitoba Adult Abuse Registry Unit (or provincial equivalent), satisfactory to the employer. Documentation must be current and have been completed within the previous thirty (30) days prior to date of employment. This document will be required from the successful candidate, at their expense. Any infractions, offences or investigations occurring prior or after application submission must be reported to the WFPS. For more information please visit

• Maintain a valid registration with the College of Paramedics of Manitoba (CPMB) “Technician” License (minimum). Provincial equivalents will be accepted, however, out of province applicants must show proof of having transferred their license to Manitoba prior to their first day of recruit training. Applicants do not need to have the License to apply, but this will be required prior to a conditional offer of employment.

• Meet current Winnipeg Fire Paramedic Service Vision Standards. Documentation must be current and have been completed within the previous twelve (12) months prior to date of employment. This document will be required from the successful candidate, at their expense. Tests must be submitted on the City of Winnipeg form and can be printed off in our application manual or on our website at 90% of a Communications Operator job duties are in front of a computer terminal with multiple monitors varying in size. Communications Operator must be able to see computer screens, phones, and reports to name a few. The ability to see both near and far and be able to adjust focus is essential. This form was updated November 30, 2018 and vision requirements have changed. We require the most up to date form to be submitted.
  • Uncorrected visual acuity - distant - not less than 20/40 vision both eyes open.
  • Corrected visual acuity - distant - not less than 20/30 both eyes open with corrective lenses; without correctives lenses at least 20/40 both eyes
  • Ocular disease - free from diseases that impair visual performance as indicated by the requirement above, or will produce sudden, unpredictable incapacitation of the visual system.

• Meet current Winnipeg Fire Paramedic Service Hearing Standards. Documentation must be current and have been completed within the previous twelve (12) months prior to date of employment. This document will be required from the successful candidate, at their expense. Tests must be submitted on the City of Winnipeg form and can be printed off in our application manual or on our website at Communications Operator must have the ability to hear and readily relay information accurately, while operating various methods of communication equipment (radio systems and telephones). This form was updated December 11, 2018 and hearing requirements have changed. We require the most up to date form to be submitted.
  • Normal unaided hearing thresholds no greater than 30 decibels in each ear at 500 Hz, 1000 Hz and 2000 Hz and no significant loss in higher frequency.
  • Test results must include all of the following frequencies: 500, 1K, 2K, 3K, 4K, 6K and 8K Hz.

• The successful candidate will be required to undergo and pass a medical examination administered by the City of Winnipeg Occupational Health Branch.

• During the departmental orientation, the successful candidate will be required of achieving a passing standard of 80% for each WFPS examination and 80% for each Emergency Telecommunicator (ETC) examination, as outlined in the student handbook which will be provided prior to the start of the orientation.

• Willingness and ability to work extended or varied hours. The hours of work are full-time - 84 hours biweekly - platoon system - rotating 12-hour shifts (4 shifts on - 2 day shifts and 2 night shifts - and 4 days off).

• Willingness and ability to successfully complete additional training and/or certificates relevant to this position's duties within specified timeframes, if requested by WFPS management.

How to Apply