Connecting people in Toronto to the help they need in an emergency is a key part of the Toronto Police Service’s role in this city. We depend on Communications Operators to take calls and dispatch police officers and other emergency services – working under pressure to keep our city safe and healthy.
 

Things you should know 

Communication Services is one of the largest civilian units within the Toronto Police Service. Communications Operators account for 75% of the staff in this Unit.
When citizens call the emergency or police administrative telephone number, the first person they speak to is a Communications Operator. Members occupying these positions provide the vital link to Police Officers in the field and are often required to make quick, accurate and critical decisions under stressful conditions.
The position of Communications Operator is comprised of two distinct job functions: Emergency 911/Non-Emergency Operator and Police Dispatcher. A uniform is not worn in this role.
 

Minimum Requirements:
  • Completion of Grade 12 or an approved equivalent combination of education, training and experience
  • 18+ years of age
  • Eligible to work in Canada (have a valid Social Insurance Number)
  • Superior communication skills to deliver information in an accurate and concise manner
  • Ability to work rotating shifts which include days, afternoons, nights and weekends
  • 20/40 vision (uncorrected) or 20/30 vision (corrected) with normal close vision, colour vision, distance vision, peripheral vision, depth perception and the ability to adjust focus is essential
  • The ability to hear and readily relay information accurately, while operating various methods of communication equipment (Computer Aided Dispatch, TTY, portable radios, telephones)
  • Must successfully complete a 32-week intensive training program
  • Ability to work in a restrictive environment (scheduled breaks and lunches, dependent upon workload)
  • Ability to work at a rapid pace - intense concentration for extended periods
  • Ability to work in a high stress environment (exposure to difficult situations such as suicidal callers, violent crimes in progress, etc.)
  • Completion of a recognized Public Safety Communications Course is an asset
  • Experience in emergency response, and/or high-stress call centre environments is preferred
A man at a standing desk with a headset on his head
Photo: Kevin Masterman
Shift Schedule
Applicants should be aware that we provide service to the community 365 days a year, 24 hours a day, 7 days a week which includes statutory holidays.  Shifts may vary depending the needs of the Service.
 
Role and Responsibilities 
  • Answer 911 calls from citizens who are involved in stressful and potentially life threatening situations
  • Be responsible for coordinating emergency responses to situations requiring the combined presence of fire, ambulance, or emergency personnel from other divisions and/or police services
  • Provide instruction or direction to callers when required
  • Assign calls for service to police or parking enforcement officers
  • Constantly review events and adjust priorities based on incoming information
  • Monitor police pursuits and gather information to assist the Supervisor and the police officer(s) involved
  • Liaise with other divisions or other police services to provide an appropriate response
  • Answer telephone calls on the non-emergency, “dedicated” and internal police lines and take appropriate action (i.e. answer inquiries, transfer calls to appropriate Unit or Agency)
  • Operate various computerized communications consoles and associated equipment to receive, assess and relay information to police officers in the field
  • Report major or unusual occurrence to Supervisor
  • Operate Servicer’s databases (including C.P.I.C) to check for and relay requested information to field personnel
  • Perform typical duties inherent to the position such as conducting “follow-up” calls to citizens, other police units or related Agencies as required
     
Salary & Benefits

Starting salary of  $70, 854 (as of January 2021)

As a full-time employee of the Toronto Police Service you will be entitled to the following compensation and benefits on the date of hire:

  • Family Health Care Plan
  • Family Dental Plan
  • Vision/Hearing Care
  • Pay Direct Pharmaceutical Card
  • Life Insurance
  • Paid Vacation (80 hours Lieu for the first year)
  • On-site fitness facilities
  • Access to the Police Credit Union, for additional information please visit tpcu.on.ca
  • Pension Plan (OMERS)*
  • Employee and Family Assistance Program
  • Parental Leave

* The Toronto Police Service is a member of the OMERS pension plan. Please be sure to contact OMERS regarding the transfer of an existing pension.

Video: Working as a Communications Operator

Where will I do my training?  
The training period for Communications Operators is 32 weeks. Included in the training is 17 weeks of call-taker training and 15 weeks of dispatch training.

Training will take place during days, afternoons, midnights and weekends, and will consist of classroom instruction as well as on-the-job training with an experienced Communications Operator.
  • Must successfully pass a medical assessment
  • Must successfully complete a number of tests, which will consist of typing (40 words per minute), short-term memory, hearing, vocabulary and a console simulator test before proceeding to the interview stage.
     

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