Analyst, Communication Centre

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our business is running optimally and safely―helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us! 

Job Summary 

The Analyst, Communication Centre is responsible for providing 24/7 radio dispatching and response to CN Police. The role provides the public and various CN departments with the appropriate and necessary assistance to effectively and safely handle emergency situations urgently. 

Main Responsibilities 

Communication Support Services 

Provide communication and support services to all CN Police staff  

Use a Computer Aided Dispatching (CAD) system to receive, prioritize and process calls (public, CN employees, and other local emergency services), then dispatch to police or other emergency services as required 

Dispatch emergency calls between CN Police and local emergency services by receiving and transmitting radio and phone calls 

Maintain accurate, up-to-date files and logs for reports and keep management and executives aware of major events as they occur 

Receive requests from Constables for information on Canadian Police Information Centre (CPIC) regarding vehicle registration, driving records, and warrants, and provide pertinent data. Enter information received from Constables into CPIC regarding dispositions, stolen property, as well as the addition and removal of warrants 

Prioritize incoming telephone calls 

Coordinate actions between local emergency services and CN forces 

Monitor CN Police Officers’ safety  

Liaise Between Local Emergency Services and CN 

Maintain regular communication with multiple stakeholders both internal and external to CN in order to address situations that arise (e.g. derailments, trespassing) 

Ensure communication of information is relayed accurately and in a timely manner 

Communicate and collaborate with various internal departments, including Public Affairs, Risk Mitigation (US), and Emergency Response Plan 

Working Conditions 

The role is carried out in an office environment and requires working a rotating shift, depending on the operational needs of CN Police Communication Center Dispatcher (CNPCC) 24-hour operation. The incumbent must be available to work weekends and holidays when necessary and must be on-call to respond to critical incidences 24/7. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and manage stress.   

Requirements 

Experience 

Minimum 1 to 3 years of experience 

Computer Aided Dispatching* 

Previous experience in computer aided dispatching* 

Call center experience*  

Radio communications experience*  

Customer service experience* 

*Any experience for these above would be considered as an asset 

Education/Certification/Designation 

High School Diploma or equivalent experience 

English Attestations of Collegial Studies (ACS) in Emergency Dispatch or equivalent certification* 

*Any designation for these above would be considered as an asset 

Competencies  

Identifies risks and anticipates impacts to ensure a safe and secure environment  

Cultivates relationships to proactively support customers’ supply chain needs or those that support them 

Shares timely information within and across functions to get things done effectively 

Inspires others with impactful communications and adapts to the audience 

Makes informed and timely decisions to get things done  

Deals with pressure and change by staying calm to quickly adapt to changes 

Collaborates with key internal stakeholders to enable higher productivity 

Time Management 

Technical Skills/Knowledge 

Knowledge of computer aided dispatching systems*  

Excellent typing skills (testing required) 

General Microsoft computer skills (testing required) 

Ability to look at multiple screens simultaneously  

Knowledge of the CPIC Systems* 

*Any knowledge for any of the above would be considered as an asset 

About CN 

CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.