Team Lead (Dispatch Operator 2)

Competition # : 42894

Department: Service Nova Scotia

Location: SHUBENACADIE

Type of Employment: Permanent

Union Status: NSGEU - NSPG

Closing Date: 04-Jul-24 (Applications are accepted until 11:59 PM Atlantic Time)

About Us

At Service Nova Scotia we impact every citizen, business, and municipality in Nova Scotia. Our mandate is to design and deliver programs and services to meet the needs of our clients and the public through a culture of excellence. Service Nova Scotia's vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business.

The Shubenacadie Radio Communications Centre is a 7-24-365 restricted facility providing mission critical public safety and public work. The dispatch centre provides Call Notification, Critical Activity Monitoring, Emergency Notifications, Answering Service, Secure Alarming, and remote infrastructure management of telecommunications towers to support many first response services such as EMO, Volunteer Fire Services, Conservation Enforcement, Vehicle Transportation Inspectors, and others.

Primary Accountabilities

The Team Lead plays a critical role in the SRCC dispatch environment, liaising between dispatch operators and management on an ongoing basis. The Team lead will be a subject matter expert in all aspects of dispatch operations and equipment, and will be responsible to contribute to many aspects of ensuring an effective delivery of dispatch services. Key responsibilities include:

On site supervision of dispatch operators to ensure effective service delivery, and adherence to policies and procedures.
Overseeing implementation of new initiatives and procedures.
Act as the first point of escalation for any staff issues/concerns, and handling call escalations from clients for complex issues or client dissatisfaction.
Providing ongoing feedback, coaching, and quality assurance of the work of dispatch operators.
Providing training and coaching for new operators.
Contribute to the development of training and operations manuals and guides.
Managing schedules and attendance, approving time and leave requests.
Preparing daily shift reports.
Maintaining a motivated and productive team environment.
Carrying out dispatch operator functions to support breaks, lunches, and short staff shifts or peak activity periods as needed.

Using sound judgement and authority, the Team Lead will ensure that staff accurately carry out services, adhere to policy and procedures, and provide quality client service to client agencies. The Team Lead will liaise with their counterparts in other Communications Centres on an ongoing basis to develop relationships and ensure information is effectively shared. Regular liaison with SRCC management is required.

Finally, the Team Lead must maintain comprehensive knowledge of the Public Safety and Field Communications organization, the emergency management protocols used in Nova Scotia, and of the technology, contracts and support mechanisms used to keep services and equipment operational 24/7/365.

Qualifications and Experience

Two year post secondary education and 3 years of related experience (with at least 1 year supervisory) or an acceptable equivalent combination of training and experience. The successful candidate must successfully complete a three-month on-site training program.

The successful candidate must be familiar with policies and procedures for the process of managing multiple simultaneous tasks. The candidate must have a working knowledge of how Standard Operating Procedures and Memorandums of Understanding work to demonstrate the ability to always provide informed advice to staff.

The incumbent must be able to deal tactfully with staff at all levels as well as volunteer and private sector contacts. They must demonstrate effective interpersonal communications both (oral and written) and possess strong organizational skills. This role requires the incumbent to be a team player working to enable dispatch operators to exercise sound judgement and exhibit initiative. They must be able to manage within fixed timelines and balance competing priorities. They must also be proficient in the standard computer applications used, such as Microsoft Office Suite.

Experience and/or knowledge of any of the following would be considered an asset:

TMR2 Radio
Finding information using data banks
Various GPS tracking program
Equivalency

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

12-hour shifts, day, and night
May be required to work overtime on occasion
May be required for call backs
Stressful work environment
Sitting at a computer for long periods of time
Mentally challenging due to a high demand for accuracy and attention to detail with a high volume of work
Travel is required to attend meetings
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.

Pay Grade: TE 21

Salary Range: $2,105.04 - $2,466.26 Bi-Weekly

Employment Equity Statement:
Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.

This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office, employees must apply correctly via this link:

Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued.

External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.

Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Competitions@novascotia.ca.