JOB OPPORTUNITIES

Emergency Communications Officer (ECO)

Casual Position/ Foothills Regional 9-1-1/ Okotoks, Alberta

Compensation

$29.68/hour base rate. Night shifts (7pm - 7am) and weekends add $3.50/hour, bringing evening and weekend shifts to $33.18/hour. Under the HSAA Collective Agreement, further details will be provided to candidates if selected for an interview.

The Role

You are the first voice people hear when they call 9-1-1. You answer emergency calls, gather critical information while callers are in crisis and you will triage and dispatch calls as appropriate. You also serve as the Communications Centre for several Municipal Enforcement Agencies.

This is a casual relief position covering pre-scheduled shifts and short-notice call-ins across a 24/7/365 operation. Shifts are 8 - 12 hours in length and we require you to be available for days, nights, weekends, holidays and peak hours.

Is This Role Right for You?

This position works well for people whose life circumstances and temperament fit the realities of emergency services work. Here's what this looks like in practice.

Schedule reality: The operation runs 365 days a year. You must be prepared to miss holidays, family events, special occasions, kids activities, etc. The shift pattern means roughly half the year off, but when you're on, the job takes priority. People who thrive here have built lives that accommodate this rhythm or have made peace with the trade-off.

Emotional demands: People calling 9-1-1 are often frightened, angry, or in crisis. Some will yell or panic. The ability to stay calm, follow protocol, and not take it personally is essential. You're their lifeline, not their target.

Team dynamic: This is a direct, high-accountability environment. Most people in emergency communications have strong personalities and high standards. If you prefer clear expectations and honest feedback over diplomatic ambiguity, you'll fit in here.

Covering for each other: Sometimes your team member may have a family emergency or be stuck in traffic, etc. You may be asked to stay late or come in early until coverage can be found as our seats cannot be left empty. The team depends on each other to help out in these situations.

Caregiving considerations: If you have dependent care responsibilities, this schedule needs reliable backup arrangements. The unpredictability makes it difficult without a strong support system.

What You Will Do

- Answer 9-1-1 calls within 15 seconds (95% of the time) and categorize as Police, Fire or Ambulance

- Transfer calls to the appropriate agency within 30 seconds while gathering critical information

- For Fire incidents, obtain verified addresses and process calls using Pro-QA protocols

- Dispatch the appropriate Fire agency and provide pre-arrival and post-dispatch instructions to callers - Track and monitor all fire events, contacting additional resources (Police, Ambulance, Utilities) as needed

- Maintain accurate call notes and benchmarks

- Municipal Enforcement Call answer, and Peace officer Monitoring

- Provide complete shift handoffs to incoming staff

How You Will Work

- Fluid teamwork: Everyone does part of the process. You answer a call, then dispatch, then monitor, based on what is needed in the moment. You are listening to everything happening in the room and stepping in where needed.

- Operational Procedural and Policy-driven with empathy: You follow the internal Training and Operations Procedure Manual, and use IAED protocols precisely; asking questions in the exact order and working. But you deliver them with empathy and understanding. Both discipline and humanity matter.

- Regular quality reviews: Qualified staff review recorded calls to assess protocol compliance. Feedback is emailed. Non-compliance leads to a coaching conversation to discuss proper procedure.

- Support when you need it: Senior Management or an Acting Superintendent are always on-call during shifts. The superintendent monitors and supports the daily operational team.

Where and When You Will Work

- Location: Foothills Regional Communications Centre, Okotoks, Alberta. On-site only.

- Shifts: Between 8 and 12 hours, 12s run 7am to 7pm. Nights run 7pm to 7am.

- Schedule: Casual relief covering pre-scheduled shifts and short-notice call-ins. You must be available for days, nights, weekends, holidays and peak hours.

- Rest between shifts: You need 8 hours off between shifts, whether coming from another job or a previous shift. Showing up tired consistently will be addressed.

- Arrival: You arrive at least 10 minutes before your shift, signed in and ready to work at the scheduled start time.

Physical Environment

- 6 screens at your workstation. Heavy multi-tasking and constant movement between displays.

- Dark room with individual lighting at each station.

- Still/stand desks with individualized heating and cooling controls.

- Constant ambient sounds: hourly check-in alerts confirming responder safety, plus various tracking alerts. Noise levels spike during major events.

What We Value

- Deep sense of duty: You understand what this job delivers to communities and why it matters. When someone calls 9-1-1, you are the reason help arrives.

- Team commitment: You cover each other. You step in where needed without being asked. Like any Emergency Services Unit, you have each others backs.

- Confidentiality: You recognize, respect and safeguard information encountered during your duties. You will sign an Oath of Confidentiality.

- Proactive care: Leadership monitors the team and directs people to take breaks or access mental health support when needed.

What You Bring

Must have:

- High school diploma or Canadian equivalent (GED, IQAS approved)

- Eligible to work in Canada

- Able to pass an RCMP Enhanced Reliability criminal check (clear of Criminal Activity)

- Willing to obtain Emergency Fire Dispatch (EFD) certification (we provide training)

- Above average computer skills with minimum 35 WPM typing speed

- Exceptional attention to detail

- Acceptable hearing and vision (audiometric and vision testing will be conducted) - this is a Bona Fide Occupational Requirement

- Ability to sit or stand for extended periods

- Generous schedule availability: days, nights, weekends, holidays and peak hours

Nice to have:

- Experience with Fire operations, Emergency Services or Municipal Enforcement

- Recent experience in a Public Safety environment

- Two or more years in a customer service environment

- Post-secondary education

- Related volunteer or life experience

What You Get

- Compensation: $29.68/hour base, plus $3.50/hour for nights and weekends

- Schedule input: You can mark days as unavailable (while maintaining availability across all shift types)

- Second job flexibility: You can hold other employment as long as you meet availability and the 8-hour rest rule.

- Training provided: We train you in-house for EFD certification, Pro-QA and Blue Card Dispatch. No prior certification needed.

- Path to permanent: Casual positions can lead to permanent openings. Timeline depends on turnover (could be 6 months to several years). Casuals often work close to three-quarters of a full-time load.

About Foothills Regional 9-1-1

Foothills Regional 9-1-1 Communications Centre is a primary Public Safety Answering Point (PSAP) located in Okotoks, AB. We serve 25 municipalities across 36,000 square kilometers. This area stretches from Banff and Lake Louise to the Crowsnest Pass through the Foothills and Vulcan Counties, the MD of Willowcreek and over to Cypress County. The centre aids over 40 firehalls and 13 municipal enforcement programs.

How to Apply

Send your application to:

Shannon Moors

Strategic Operations Manager

Foothills Regional Emergency Services Commissioin

Email: moors@foothillsregional911.ca

Closing Date: February 12, 2026

Please complete a self-evaluation questionnaire to help determine if this position is a good fit for you and our organization. This questionnaire is located under the tab "Become a Dispatcher".