Communications Operator

Job description

Staff - Union Job Category CUPE 116 Job Profile CUPE 116 Salaried - Communications Operator Job Title Communications Operator Department Community Relations and Communications | Campus Security | Safety & Risk Services | VP Finance and Operations Compensation Range $5,984.00 - $6,422.00 CAD Monthly Posting End Date September 9, 2026 Note: Applications will be accepted until 11:59 PM on the Posting End Date. Job End Date September 21, 2027 This is a leave replacement for a fixed term duration. **Please note that this is a leave replacement for a fixed-term duration of 12 months. At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. Job Description Summary Positions in this classification are responsible for the efficient communication operations and the dispersion/allocation of work within Campus Security. Communications Operators receive process, prioritize, coordinate, allocate and dispatch security calls and inquiries. Incumbents also monitor alarm systems and CCTV monitoring in support of campus security and other University Departments and emergency services. Communications Operators efficiently address inquiries from the campus community in a professional manner, helping to ensure the safety and security of UBC faculty, staff, students and visitors as well as University property. This position also provides customer service both in person and on the phone to the campus community. Organizational Status Reports directly to the Manager, Operational Support and Administration. May also take day to day direction from the Campus Security Supervisor. Work Performed - Operates a 24hr communications network, receiving and conferencing calls to/from RCMP, Ambulance, Fire Department, Campus-Wide Emergency Telephones and University Departments and contacting appropriate UBC authorities and administrators in the event of an emergency. - Operating and controlling a communications network which includes: security, parking, museum, Safewalk, Blue Phone, housing, first aid, elevators, mass notification and liaising with the police, fire and emergency health services; - Responds to requests for assistance and taking reports and complaints regarding conditions on campus; - Receives, prioritizes, coordinates, allocates and dispatches security calls and inquiries. Interprets inquiries based on knowledge of Campus Security protocol, policies and procedures. -Designates the appropriate staff members and number of resources to resolve issues. Constantly evaluates and monitors the course of action and adjusts the deployment resources accordingly. -Tracks and follows up on active incidents, and maintains records of all completed work including a status schedule for phone inquiries. - Generate, maintain logs, incident reports and other information records as per established policies and procedures -Monitors and operates security systems including CCTV, intrusions systems, Access Control Systems, Workalone application and dispatching Campus Security personnel according to established procedures; - Access and review UBC databases and or CCTV data to assist with RCMP investigations; - Conducts regular systems integrity checks according to established protocols; - Acts as a backup to the Service Centre after normal University hours. Receives trouble calls and triages according to processes and procedures. - Relays information from computer databases to Patrol as needed and performs radio and location checks as a safety measure. - Provides in-person customer service to the campus community. - Receives and triages all First Aid calls and dispatches attendants to scene. - Carries out any other related duties as required in keeping with the qualifications and requirements of positions in this classification. Consequence of Error/Judgement Makes safety and security related decisions using judgment in accordance with established policies and procedures. Inappropriate decisions may impact the service, safety and security of others. Supervision Received Works under the supervision of the Campus Security Supervisor. Supervision Given None. Minimum Qualifications High school graduation plus completion of a recognized communications operator course and a minimum three years of related experience or an equivalent combination of education and experience. - Willingness to respect diverse perspectives, including perspectives in conflict with one’s own - Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion Preferred Qualifications High School graduation and Completion of a recognized Communications Operator Course. 3 years relevant experience or the equivalent combination of education and experience. Ability to work effectively independently and in a team environment. Ability to gather, record, and organize information with accuracy and attention to detail. Effective written communication, including the thorough documentation of incidents through accurate report writing. Ability to respond appropriately to inquiries on the phone and in writing, and make appropriate referrals. Ability to communicate in a clear, attentive, and polite manner. Ability to listen actively and attentively, and obtain clarification as required. Ability to communicate efficiently using a standard security radio system. Ability to provide quality service to members of the campus community in a courteous, patient manner. Ability to determine the nature and urgency of inquiries and issues, and prioritize appropriately. Ability to remain calm, effective, and safe in emergency or crisis situations. Ability to approach interactions with an awareness of sensitive issues and maintain confidentiality as required by statute and policies. Ability to perform word processing and data entry efficiently and effectively. Ability to operate a computerized phone system and other standard office equipment.