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
- Grade 12 diploma, GED Certificate or equivalent*
- Diploma in a French Immersion Program or other language program an asset
- Possess basic computer skills, ability to learn and adapt to new technology and/or programs with ease
- Demonstrated basic-level proficiency in Microsoft Word, Excel and Outlook
- Demonstrated ability to keyboard accurately, minimum 40 wpm
- Demonstrated knowledge of City of Winnipeg streets, roads, major routes and common place locations
- Be proficient in English, both oral and written, and French if position is bilingual; minimum intermediate-level proficiency
- Ability to communicate in a second language is an asset
- Ability to work independently with minimum supervision
- Possess excellent organizational skills, ability to multi-task, and prioritize
- Ability to maintain composure and function under the stress of emergency situations
- Possess excellent critical thinking abilities to methodically, strategically, and collaboratively assess situations and make sound decisions
- Possess cultural awareness and sensitivity
- Excellent interpersonal skills, ability to be assertive and respectful especially when dealing with the public, ability to work effectively in a formal and informal team environment
- Ability to maintain confidentiality and protect sensitive information
- Ability to engage in self-evaluation with regard to performance and professional growth
- Ability to accept constructive feedback regarding work performance
- The ability to establish and maintain a positive, respectful, safe and healthy work environment that supports the physical, psychological and social working relationships with staff 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.
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.
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:
- Map reading
- Memory recall
- Data entry
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.
If the position is bilingual, applicants will be required to undergo a French Language Assessment.
*Above salary schedule is effective June 30, 2021.
Note: Call Takers are on probation for 18 months.
Phase One: 9-1-1 Operator Training5 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
- 20/40 Vision with both eyes open
- At least 20/30 with both eyes open with corrective lenses
- 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.