Dispatcher, Security Operation Center

Reference Number : 1458

Status : Permanent - Full-time

Annual Salary / Hourly Rate : $65,154 - $81,443

Number of positions to be filled : 1

Application Deadline : 10/13/2026

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Reporting to Sr Manager, Corporate Security & Intelligence, the Dispatcher Security Operation Center (SOC) is responsible for dispatching calls to the police of jurisdiction throughout Canada. SOC agents will answer and respond to incoming emergency and non-emergency calls in an efficient manner, relay information through communications and dispatch tools, and open electronic records / files where appropriate. They will also monitor the video surveillance system network and conduct supporting queries – including Police Records Management System (RMS) and quality assurance (QA).

By supporting those teams, the person will use other technology system to provide updated, trends analysis and on time information for the operations of the department: Canadian Police Information Centre (CPIC) VIA Reservations System,VIP, etc. – where appropriate.

Responsibilities:

• Receives, processes, and prioritizes emergency and non-emergency calls related to public safety and security, initiates and implements established procedures and response protocols, and relays information to emergency services depending on the nature of the call. Works in partnership and liaises with multiples Police Services and their dispatch centres throughout Canada as required to ensure appropriate responses to enquiries and requests for service;
• Manages communications for onsite Security services, including Marshals;
• Write accurate incident reports using the Records Management System or other designated VIA Rail software Queries CPIC, high-risk databases and other systems for information required to assure public safety in the VIA Rail environment;
• Opens electronic files for follow-up;
• Ensures ongoing, positive and professional interactions with VIA Rail Operations Control Centre (OCC) personnel. Manages exchanges of information between OCC and SOC, including the downloading of train videos and the relaying of train performance and release information;
• Monitors video surveillance system cameras throughout the network to identify events of concern and coordinate intervention. Performs special monitoring operations to track or identify suspects. Conducts research in the archived video sequences at the request of an authorized person;
• Provides management with end-of-day reports of the highest quality, as well as Situation Reports (SITREPS) as required. Will also be responsible for providing updated, trends analysis and on time information for the operations of the department: VIA Reservations System, VIP, etc. – where appropriate.

Requirements:

Education and Experience

• High School Graduate, College degree in admin or Policing – an asset;
• Minimum (5) year previous related work experience in a policing, security or emergency dispatching environment;
• Dispatch and/or security certifications are an asset;

Certification/Licences/In-Service Training

• Formal training and/or certification in a policing, security or emergency dispatching environment is a definite asset;

Desired Qualifications

• Computer-aided dispatch (CAD) experience and computer operations;
• Knowledge of CPIC, records entry and procedures;
• Security, emergency dispatch and/or policing certification from a recognized institution;

Other Competencies

• Must be able to think clearly and perform well during crisis situations as well as during complex and high-pressure work environments;
• Must be capable of reading maps;
• Must be capable of operating communications equipment;
• Must be capable of receiving, prioritizing and dispatching emergency calls;

Effort and Working Conditions

• The position requires shift work including statutory holidays;
• Work is performed in VIA Rail's Security Operations Center located in Ottawa;
• The incumbent must be able to work shifts (flexible);
• Extended periods of time on a computer;
• Work requires sitting for long periods of time, managing numerous computer resources simultaneously (computer-aided dispatch, video surveillance, records management or other systems);
• Able to maintain concentration for extended periods of time;
• manage periods of high activity and stress; and to be a stable, calm support and resource during higher stress situations;
• Excellent written and verbal proficiency in both official languages (English/French).

At VIA Rail, we are proud to be an employment-equity employer and we strive to form teams that reflect the diversity of Canadian society. We aim to remove barriers to employment accessibility and aspire to provide an inclusive and equitable work environment where everyone is valued, regardless of their identity or differences, to enable them to reach their full potential.

If you need assistance in making the recruitment process or the position you are applying for more accessible, please let us know. Alternate arrangements may be offered to individuals who request them at any stage of the recruitment process. All information received in relation to arrangements will be kept confidential.

Note that we will only contact those who are selected for an interview.

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