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9-1-1 Call Taker

Becoming a 9-1-1 Call Taker

The Winnipeg Police Service (WPS) Communications Centre has been the primary Public-Safety Answering Point (PSAP) for Winnipeg since 1959.  Our Call Takers handle approximately 1,350 calls per day from the public, which includes both 9-1-1 emergency and non-emergency calls. 

Call Takers have excellent active listening, conflict resolution, and multi-tasking skills.  They possess critical thinking abilities and are able to react calmly and effectively to emergency situations.  Call Takers are the critical link between members of the community and the public safety services they require, including other emergency response agencies such as the Winnipeg Fire Paramedic Service.

The 9-1-1 Call Taker role is not for everyone. To assist you in determining if this position may be right for you, please complete this self-assessment questionnaire.

Although we do not accept unsolicited applications, if interested in a future career as a 9-1-1 Call Taker, please download this Call Taker information package.  Any openings for this position will be posted on the current vacancies page.

Email Recruiting

Call: 204-986-6204

Minimum qualifications

  • Grade 12 Diploma; G.E.D. Certificate; or equivalent*
  • Courses in public safety or emergency communications are an asset
  • Diploma in a French Immersion Program or other language program is an asset
  • Demonstrated knowledge of Windows operating system
  • Demonstrated ability to keyboard accurately, minimum 40 words per minute, using proper keyboarding techniques (i.e. fingers on home-row, eyes on the computer monitor)
  • Ability to pass job-related testing
  • Ability to provide timely, accurate, professional, customer-oriented teamwork services while multitasking in a high volume work environment
  • Excellent problem solving skills
  • Well-developed verbal and written communication skills in English
  • If declaring bilingual, you must also possess well-developed verbal and written communication skills (minimum intermediate level) in the stated language
  • Ability to deal discreetly with confidential and sensitive matters
  • Ability to assess situations and make sound decisions, selecting from alternatives; remain composed, organized under pressure/stress
  • Ability to learn the operation of a computer aided dispatch system, telephone answering system or other mandated communication mediums
  • Must demonstrate a strong knowledge of the City of Winnipeg streets, roads, major routes and common place locations
  • Willingness and ability to attend and successfully complete additional training as defined by the Service
  • Willingness and ability to work rotating shifts including weekends, days/evenings/nights and holidays
  • Ability to establish and maintain a positive, respectful, safe and healthy work environment that supports the physical, psychological and social working relationships with members at all levels in a team environment

Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service at application.

Testing

Test 1:

SkillCheckTM will assess your keyboarding speed and accuracy. 

The evaluation consists of one, three-minute warm-ups (optional) followed by one, five-minute evaluations.  The computer tabulates the gross and net result of each evaluation.  For every error, two points are taken off the gross speed. The highest net score obtained as a result of the evaluation will be used to determine the applicant's typing skill level.

Candidates must achieve a minimum score of 40 words per minute to successfully pass the test

The evaluation is conducted remotely on your computer.

Test 2:

The computerized CritiCall pre-employment test is used to measure underlying skills and abilities a person needs to possess prior to any training they might receive if they are hired as a 9-1-1 Call Taker.

CritiCall is what is known as a work sample test, in that it simulates a generic dispatch environment, but does so in a way that does not require job specific knowledge.

In other words, CritiCall puts you into situations that require the same knowledge, skills, and abilities necessary for success in the 9-1-1 emergency environment.

Successful completion of the test requires mastery of skills and abilities such as:

  • Multitasking
  • Prioritization
  • Keyboarding
  • Map reading
  • Memory recall
  • Comprehension
  • Probability
  • Data entry
  • Decision-making

The CritiCall testing process will take between two to three hours to complete and is administered on site by the Winnipeg Police Service - Recruiting Unit.

The French version is administered to those that self-declare themselves as bilingual.

Salary

Call Taker Hourly Bi-Weekly Annual
Step 1 $26.63 $2,130.26 $55,386.85
Step 2 $28.61 $2,288.75 $59,507.45
Step 3 $29.67 $2,373.66 $61,715.14
Step 4 $31.37 $2,509.50 $65,247.08
Step 5 $33.07 $2,645.38 $68,779.93
Step 6 $34.41 $2,752.92 $71,575.83
Step 7 $35.66 $2,852.92 $74,175.81

*Above salary schedule is as of December 31, 2019.

Note: Call Takers are on probation for 18 months.

Training

Phase One: 9-1-1 Operator Training

5 days, Monday - Friday, 08:30 - 16:30; classroom setting

Following the classroom portion, members will be assigned a coaching mentor and placed on a shift rotation, receiving approximately 150 hours of coaching. 

This one-on-one training is provided to ensure supervised development for the safety of both the trainee and the public.  At the end of this coaching period, trainees will receive an evaluation assessing their ability to work independently.

Phase Two: Call Taker Training

Approximately 4 weeks, Monday - Friday, 08:30 - 16:30; classroom setting.

Following the classroom portion, trainees will return to the Communication Centre for an additional 280 hours of coaching and subsequent evaluations.

Vision and hearing standards

Vision Standards

Uncorrected Vision:

  • 20/40 Vision with both eyes open

Or

Corrected Vision:

  • At least 20/30 with both eyes open with corrective lenses 

Hearing Standards:

  • Normal unaided hearing thresholds no greater than 30 decibels in each ear at 500 Hz, 1000 Hz and 2000 Hz and no significant loss in higher frequency.

If you have any questions, please contact the City of Winnipeg Occupational Health Branch at 204-986-5218.

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