University of Waterloo

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Communications Operator (Dispatcher)

Communications Operator (Dispatcher)

Requisition ID 
Job Category  
Police Services
5560 - Police Services
Job Status 
Regular Full-Time
Hiring Range 
$46,016 - $57,520

More information about this job


This position is responsible to the Manager, Police Operations and provides complaint handling, dispatches calls for service as well as multiple other tasks for the University of Waterloo Police Service.


The Communications Operator will receive all calls for service to the UW Police Service, assign appropriate resources and make appropriate notifications. Calls for service/response are received by telephone, e-mail, in person, electronically through the security alarm or CCTV camera monitoring and/or the Private 911 system.


This position is also responsible to the Manager, Parking Services to provide parking information to UW members and visitors after the parking office closes at the end of the business day. This includes responding to entry requests through the intercom with the gate control equipment and after hours release of previously towed vehicles.



  • Answer all incoming calls to the Communications Centre including emergency 911 calls, non-emergency and administrative calls, general inquiries and emergency service requests (ambulance, fire, police)
  • Prioritize calls, ie, emergency, non-emergency, administrative calls, and dispatch them accordingly
  • Monitor units by responding to all requests on the radio, from police, parking and shuttle service personnel
  • Initiate an appropriate response that may include forwarding calls, dispatching officers and referring callers to outside agencies
  • Gather information from callers through the use of clear questions, calm demeanour and empathy and where appropriate, collates data from various callers in relation to the same call

Access and Safety

  • Maintain key control for contractors, day and evening shuttle and ensures proper sign-out and in of keys
  • Respond to alarms by initiating calls for service and utilize the increasing number of on-campus cameras
  • Accept found property turned into the UW Police office, which consists of creating a report and securing the item into an evidence locker. When people retrieve lost items, the incumbent makes arrangements for the item to be retrieved from the evidence locker and then creates a follow-up report indicating the item has been returned
  • Operate the CAD system by recording details of calls, dispatches, and messages to identify appropriate response, updates information and operates required computer software systems to fulfill related job functions

Police Services Administration

  • Generate nightly requests to WRPS regarding occurrence numbers
  • Create a Daily Brief, giving the entire department a brief synopsis of daily events
  • Understand and utilize multiple operating systems and programs that make up the matrix of information required to maintain security of the campus
  • Keep track of officers throughout the shift; keeps status of officers updated on computer
  • Make calls for additional assistance that officers may require, such as ambulance, hospital, vehicle owner, tow truck, taxi, other officers or departments
  • Remain current on Policies, Procedures and day-to-day campus changes
  • Create/open incidents, enter locations, enter caller and complainant information, verify and retrieve histories of previous incidents


  • Law and Security diploma, graduate of Ontario Police College or equivalent education and/or experience
  • Current standard level of first aid certification and current basic rescuer level CPR
  • Experience in police/security operations environment an asset
  • Demonstrated ability dealing with people experiencing emotional distress
  • Experience dealing with highly detailed information quickly and accurately, in a high stress customer service environment
  • Must be willing to work rotating shifts and overtime as required
  • Applicants must be willing to undergo an in-depth background/security check
  • Exceptional communication skills both oral and written
  • Proven ability to assess information, prioritize responses, and handle confidential information
  • Excellent computer skills using Windows O/S including word processing, Excel and e-mail
  • Must acquire and maintain a security clearance from Waterloo Regional Police