Emergency Communications Centre Supervisor

This posting is for one (1) Full-time Temporary position ending on or before November 30, 2027

The Edmonton Police Service (EPS) is seeking one (1) Emergency Communications Centre Supervisors to oversee daily operations and provide leadership to staff within the Emergency Communications Centre (ECC). As the Public Safety Answering Point (PSAP) for the City of Edmonton, the ECC is responsible for answering and triaging 9-1-1 calls, dispatching emergency and non-emergency incidents, managing communications, and monitoring the safety of frontline police officers.

Reporting within a 24/7/365 operational environment, the ECC Supervisor will oversee Emergency Communications Officers (ECOs) at one of the two active ECC sites. The role involves working closely with frontline commanders, monitoring ongoing operations, and ensuring the delivery of high-quality service while maintaining standards for performance, accuracy, and response times.

The ECC Supervisor plays a critical role in managing risks to the public, EPS, and partner agencies, including other police and emergency services. This position requires strong leadership, sound decision-making, and a commitment to operational excellence.

Key responsibilities include\:

• Supervise, coach, mentor and support ECOs to ensure that all ECC functions are performed effectively while delivering excellent customer service.
• Ensure compliance with ECC standards for staffing and call management including productivity metrics and call answer and transfer times.
• Ensure the efficient operation of the ECC by monitoring workloads and call volumes for each work area including 9-1-1, Call Evaluation, Dispatch Communications Administrative Assistants (CAA) and Online Reporting.
• Maintain oversight of 9-1-1 events, high-priority event screens, and all calls for dispatch. Ensure priority levels are assigned correctly, duplicate or cancel 9-1-1 events, and monitor multi-caller events as needed. Review, approve and/or action advised events, reports and “request to cancel” calls.
• Manage daily shift schedules and overall staffing levels to ensure the ECC is operating within staffing benchmarks on each shift. Communicate effectively with ECOs, administrative staff, peers and the ECOMB Divisional Management Team (DMT) regarding schedules and staffing.
• Collaborate with other ECC Supervisors and the ECOMB DMT to ensure effective call management strategies are employed. Delegate tasks and deploy personnel as needed to maintain ECC operations and mitigate risks to public and officer safety.
• Provide guidance to ECOs including ECO trainees on all technological systems, provincial standards and EPS protocols, policies, and procedures. Liaise with the ECOMB Operational Support Section (OSS) to ensure appropriate coaching, training and support is provided to all ECOs to meet quality assurance standards.
• Collaborate with OSS to support the training of ECOs in each work area and the professional development of all ECOs. Review Coaching and Training Reports and support Communications Training Officers and ECO trainees during and after training programs.
• Promote a healthy, respectful, and inclusive work environment in the ECC by participating in wellness initiatives, fostering strong relationships, and managing conflict. Support the wellness of ECOs by providing resources and referrals and by modeling resiliency, stress management, conflict resolution and effective communication. Liaise with EFAS and OSS to ensure ECOs receive support after critical incidents or adverse events.
• Answer the ECC Supervisor phone line and respond to calls and requests from other EPS work areas and external agencies.
• Review and determine handling of CPIC messages received from outside agencies.
• Understand and manage the ECC Manual Event process and Business Continuity Plans including evacuations and other disruptions to operations.
• Support ECOs in providing excellent customer service to internal and external clients. Deliver excellent customer service by professionally resolving concerns that are escalated to a Supervisor.
• Maintain ongoing dialogue with ECOs and the DMT about the status of operational issues, changes and organizational goals and priorities.
• Record and prepare daily reports including accurate performance statistics and daily highlights for each shift worked.
• Communicate with and support the DMT, Operational Support Section, and other ECC Supervisors regarding operational concerns with other EPS work areas and partner agencies, including responding to emerging trends in call volume and public safety operations.
• Collaborate with the Business Support Section regarding technical issues such as equipment failures or technological changes and assist with troubleshooting as needed.
• Prepare employee performance reviews and develop personal and professional development plans to support ECOs in achieving their goals.
• Review and approve requests for leave including short term, vacation, annual leave and other absences. Ensure human resourcing software is up to date for accurate scheduling and pay of ECOs.
• Liaise with the ECOMB DMT regarding human resourcing matters such as attendance management and job performance.
• Attend meetings and assist with hiring, training, technology, and project management initiatives as directed by the DMT.
• Complete Professional Standards Branch investigations and routine performance audits for ECOs.
• Attend mandatory training and other professional development requests, as directed by DMT, to meet organizational or divisional needs.
• Ensure WCB forms and OH&S Incident Reporting are completed and submitted in accordance with EPS Policy.
• Perform other tasks or duties as directed by the ECOMB DMT.