Vancouver Airport Authority Looking for Airport Operations Dispatcher at Vancouver, BC Full Time

Airport Operations Dispatcher

Vancouver, BC

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), YVR is made up of a team of diverse people who are working collaboratively to Connect BC proudly to the World. Safety is at the core of everything we do; we’re innovative, fun, and we invest in our people. With high engagement scores, an abundance of learning and development opportunities, and a holistic approach to wellness, we’re looking for someone to join our team.

Vancouver Airport Authority strives for a workplace that reflects the diversity of the communities we serve. We support the Employment Equity Act and take measures to ensure fair employment practices and treatment of employees across our organization. We welcome applications from all qualified candidates, including women, Aboriginal peoples, persons with disabilities and members of visible minorities. We encourage applicants to self-identify with a designated group(s) to support our team in filling gaps in areas where we can be more diverse. We are also happy to provide reasonable accommodations throughout the selection process and while working at YVR. If you require support applying online because you are a person with a disability, please contact us at 604-303-3152 or [email protected].

We have a permanent, full-time opportunity for an Airport Operations Dispatcher in the Airport Operations Department. Reporting to the Manager, Operations Centre, The Airport Operations Dispatcher (AOD) is the first point of contact for Airport Operations, customer service, and maintenance calls. The AOD receives and processes all inbound calls/requests for services and coordinates all operational responses. Handling all ’day of ops’ matters from a variety of channels by receiving and analyzing information, problems, and events; then dispatching appropriate resources and response personnel to attend and/or relay appropriate information to the affected parties. This also includes gathering and researching information and maintaining a digital log of all questions, interactions and incidents. Working rotating shifts including weekdays, nights, weekends and holidays, the incumbent must be able to sit/stand primarily at a desk for extended periods of time and be able to perform the core duties and responsibilities of the role.

Key responsibilities include:
Call-take and dispatch by utilizing a variety of resources and technologies

Relay information to YVR departments, business partners and internal/external, stakeholders, etc.

Receive and respond to calls about maintenance, emergencies, tenants, airport employees, security via e-mail, telephone, radio, alarms/monitors

Respond to customer/general public inquires via e-mail, phone calls, TTY, social media, SMS

Dispatch/escalate events to appropriate response personnel and respond to customer/public inquires

Create workorders and dispatch appropriate maintenance personnel for facility related issues

Appropriately triage and respond to emergency/priority events, including aircraft incidents, environmental, mechanical, structural, facility

Carry out all associated emergency procedures up to and including the activation of evacuation procedures

Utilize the public address/paging system and fire alarm annunciator panel to make announcements/notifications; visual and verbal public paging as required

Detailed and accurate tracking/documentation of information

Fulfill the position of Documentation Officer in the (virtual) Emergency Operations Center

Identify patterns of failures by utilizing Maximo reporting

Continuously review Standard Operating Procedures (SOPs) to stay current with operational requirements

Monitor radio channels and respond to calls over the air

Monitor, dispatch, and reset alarms on various panels

Monitor General, Maintenance, and Fire Alarm systems

Monitor Closed Circuit Television (CCTV) for operational purposes

Knowledge of stakeholders and business partners on Sea Island and greater airport community

Ability to multi-task and handle multiple events and prioritizing situations/emergencies

Utilize resources to confirm and relay emergency access/egress routings and alarms; with the ability to describe physical/geo locations and wayfinding

Filing and distributing notifications and reports

Key qualifications include:
High school diploma or a mix of work/education equivalent

Excellent communication and interpersonal ‘soft’ skills

Working knowledge of the Emergency Operations Centre and the associated terminology and technology

Some knowledge of the aviation industry and general knowledge of airport operations, preferably in an airline/airport operation setting

General life experience: customer service, accessibility/disability awareness and conflict resolution

Comfortable working in a fast-changing dynamic atmosphere with multi-functional and multi-departmental levels

Utilizes common sense, adaptable, and flexible

A great degree of knowledge of the YVRAA corporate structure and its contractors, stakeholders, and business partners

Strong commitment to customer service

Proficient in the English language both written and verbal is necessary; proficiency in another language is an asset

Ability to handle high pressure situations

Ability to make quick decisions with limited information and prioritize subsequent tasks quickly without direction

Proficient computer software application (MS Word, Excel, Everbridge, Adobe, Outlook, etc.) and typing skills

Experience with social network platforms (Facebook, Twitter, Hootsuite) and ability to appropriately respond to inquiries and comments

Experience in dealing with environmental concerns, with an understanding of their impact and importance to the airport and community

Must be confident, vigilant and prepared

Ability to multitask under pressure

Assertive decision making and able to enunciate clearly

Successful candidates will be required to obtain a Restricted Area Identification Card, Restricted Radiotelephone Operator’s License (Aeronautic), Incident Command 100/200

This position is open to both Vancouver Airport Authority employees and external candidates. Previous job performance will be taken into consideration for all internal candidates that apply for this position.