Emergency call taker/dispatcher

Are you an experienced emergency call dispatcher? Would you like to work in an industrial setting? Does the idea of a new experience in a unique environment appeal to you? CERN, take part!

CERN has launched the talent pool recruitment exercise for the Firefighters-Dispatchers positions. This pool aims at defining a list of pre-assessed and endorsed candidates that can be hired for future opportunities, determined by the needs of the organisation. The recruitment process for the Firefighter-Dispatcher may include:

  • Video interviews/phone interviews
  • Panel interviews.

Interviews will be only organised for those candidates who have been selected for further consideration. Once endorsed in the Firefighter-Dispatcher pool, candidates will be contacted to assess their ongoing availability and interest in future positions at CERN.

Introduction

The Fire Brigade forms part of the Occupational Health & Safety and Environmental Protection (HSE) Unit. Its work is organised into four key areas of activity (dispatchers, advance life support, technological hazards and shift leaders). Operated by one or two dispatchers, the Safety Control Room receives around 30,000 calls and deals with 50,000 alarms per year. CERN's firefighters are on call 24 hours a day, 7 days a week. They must be ready to respond to an emergency at any moment, but they also carry out tasks relating to training and maintenance. Their training mission includes the provision of courses on first aid, self-rescue masks and the use of fire extinguishers. Their maintenance mission relates mainly to fire extinguishers and fire hose stations. The Fire Brigade's shift plan therefore includes shifts corresponding to the normal working hours of the Organization's personnel (8-hour working days) as well as 12-hour standby duty shifts. In addition, the Fire Brigade collaborates closely with the fire services of the Organization's Host States: the SDIS 01 in France and the SIS de Genève in Switzerland.

Functions

As an emergency call taker/dispatcher in the Safety Control Room, you will be part of an international team. You will receive on-the-job training in CERN-specific hazards and you will be required to work in the Safety Control Room using French and English languages.

You will be required to:

  • Answer and prioritise emergency calls.
  • Answer and deal with administrative calls.
  • Analyse and deal with alarms triggered.
  • Evaluate the nature, severity and impact of calls for assistance.
  • Deploy appropriate resources for the call-outs concerned.
  • Maintain the logbook and create call-out reports.
  • Alert partner services to operations in progress.
  • Ensure that information is correctly escalated to the hierarchy.
  • Respond to requests for reinforcements.
  • Oversee and operate the radio network.
  • Carry out administrative tasks related to your role.

In the framework of the Fire Brigade's missions, you will also be required to:

  • Participate in prevention initiatives (e.g. information, training, expertise, collaboration).
  • Participate in activities that are part of the Fire Brigade's projects.
  • Perform administrative and collective tasks fundamental to the running of the service.

Qualification required

Qualification or equivalent experience in the field of emergency call handling.

Experience and competencies

The experience required for this post is:

  • Significant experience as a call taker in an Emergency Control Room affiliated to/following EENA (112) standards.

The technical competencies required for this post are:

  • Use of office software packages: mainly Microsoft Office.
  • Response to incidents involving technological hazards.
  • Use of an operations management system and associated applications. 

The following qualifications and technical competencies would be an advantage:

  • Qualification in the field of radio communications or control room operations.
  • Qualification as a crew manager or deputy control room manager.

The behavioural competencies required for this post are:

  • Demonstrating flexibility: demonstrating a willingness to accept changing circumstances; supporting initiatives for change; being able to deal with ambiguous or unpredictable situations; adapting quickly and resourcefully to shifting priorities and requirements.
  • Working in teams: working well in groups and readily fitting into a team; participating fully and taking an active role in team activities; contributing to promoting a positive atmosphere in the team through an optimistic and constructive attitude; addressing issues.
  • Managing self: working well autonomously; taking on activities and tasks without prompting; taking initiative beyond regular tasks and making things happen.

The language competencies required for this post are:

  • Proficiency in English and French: ability to answer calls and write call-out reports in both languages is essential.

Eligibility conditions

Employing a diverse and international workforce is a CERN core value and central to our success.

We welcome applications from all Member States and Associate Member States.

This vacancy will be filled as soon as possible, and applications should normally reach us no later than 08.01.2018.

By applying here, you allow CERN to consider your application for any position it considers relevant with respect to your profile. Please ensure you update your profile regularly with any relevant information and that you inform the recruitment service if you wish your file to be removed from the database.

Note on Employment Conditions

We offer a limited-duration contract for a period of 5 years. Limited-duration contracts shall terminate by default on their date of expiry. Subject to certain conditions, holders of limited-duration contracts may apply for an indefinite position.

These functions require:

  • Shift work, including nights, Sundays and public holidays.
  • Participation in a regular stand-by duty, including nights, Sundays and public holidays.
  • Work during nights, Sundays and public holidays.
  • Residence in the immediate vicinity of the Organization's installations.
  • A valid driving licence.

For Public Sector firefighters, obtaining secondment conditions from his/her existing employer for this contractual period is desirable. 

This post requires:

  • Work outside CERN's normal working hours, including at night, at weekends and on public holidays, and may entail shift work and participation in a regular stand-by service.
  • The holder to have a place of residence within a 60-km radius of the Organization's facilities.
  • The wearing of the uniform is compulsory.
  • That all firefighters comply with the internal rules and regulations of the Fire Brigade in addition to the CERN Staff Rules and Regulations.

Read more about employment conditions

CERN

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