Dispatch Operator (Casual Relief) (Sydney)

About Us

Building and maintaining our provincial infrastructure is no small job.

The Department of Public Works designs, constructs and maintains provincial highways, public buildings, bridges and other related infrastructure.

With a mandate to provide the safe and efficient movement of people and goods, the maintenance and upkeep of our 23,000 kilometers of roads and highways and 4,100 bridges is paramount to our core responsibilities.

About Our Opportunity

The Department of Public Works Call Centre/Dispatch Operations Centre (Sydney Ops Centre) provides 24 hour, 365 days public answering service, dispatching, complaint tracking, emergency notification, weather tracking, alarm monitoring and after hour inventory monitoring (fuel & salt deliveries) to support Public Works District Operations.

Primary Accountabilities

The Operations Contact Centre Operator is responsible for providing call management services related to incoming calls from the public and other sources and outgoing call notification to Public Works staff using Customer Relationship Management Software (CMR), email, telephone and/or Trunked Mobile Radio.

The Operator responds to incoming calls relating to complaints about highway infrastructure, concerns about the Department's operations, general road hazard advisories or seeking information and assistance to help address transportation related issues. You will also monitor weather and road conditions, update an online condition reporting system (511), track department vehicle locations, and monitor various tracking and sensing equipment as well as security systems.

You must frequently access multiple communications and information technology tools and databases to support these activities through computer aided dispatch and tracking systems and are also responsible for providing administrative and record keeping duties.

Qualifications and Experience

To be successful in this role, you will have completed High School and have five (5) years of related experience or an acceptable equivalent combination of training and experience.

The ideal candidate will also have the following skills and work experience:

• experience working in a fast paced contact centre environment and interacting with the public, emergency services and first responders;
• knowledge of computer software programs, such as the Microsoft Office Suite, including Word, Excel, Outlook, as well as internet based programs;
• knowledge of NS Public Works programs, policies, procedures and legislative requirements is an asset;
• bilingual ability in French and English would be considered an asset;
• previous experience with Customer Relationship Management software is also an asset; and
• you must be a strong team player, resourceful, reliable, able to use good judgment, take initiative, have excellent communication skills, a high degree of organizational skills, be able to maintain several tasks simultaneously, able to stay calm during times of crisis and determine priorities with minimal supervision while maintaining confidentiality.

Equivalency

An equivalent combination of training, education and experience will be considered. Related equivalencies may include, but are not limited to:

• A related 2-year diploma and three (3) years of related experience.

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

Benefits

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs.  For information on all our Benefit program offerings, click here: Benefits for government employees.

Working Conditions

Operators are required to work shift work with minimal supervision. If successful, you must be available to work varying 12-hour shifts during daytime, evening and overnight shifts, including weekends and holidays. The facility is a 24-hour operation and is a tobacco free environment.

Additional Information

A relief employee is an employee who is not regularly scheduled by the Employer, but who works relief assignments on an as-needed basis as operational requirements demand. As such, a relief employee does not have guaranteed hours of work.

Please note when competing for vacancies, a successful Temporary, Term or Permanent Relief Employee who is currently employed with the Province will maintain their bargaining unit status, seniority and benefit level at the new workplace.

What We Offer

• Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
• Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
• Countless Career Paths.
• Department Specific Flexible working schedules.