Communications Controller

Communications Controller (Canada Line)

Are you looking for a company that works on major engineering projects all over the world? Do you want to make a difference by improving the daily lives of communities worldwide? Are you seeking to join an inclusive and diverse team that you can truly count on? You’ve come to the right place!

ProTrans BC Operations Ltd., a subsidiary of AtkinsRéalis, is the private operator of the Canada Line, a 19-km automated rail-based rapid transit system connecting Downtown Vancouver with central Richmond and the Vancouver International Airport. Our fleet of trains provide a 26-minute terminus-to-terminus service to an average weekday ridership of more than 120,000 passengers across 16 stations. Our operations office is in Richmond, British Columbia.

Come join us in reshaping the future with AtkinsRéalis. AtkinsRéalis is dedicated in engineering a better future for our planet and its people.

Reporting to the Duty Manager, the position of the Communications Controller is primarily focused on providing centralised information and assistance to Canada Line passengers and staff from the Control Room. This role is required to be very proactive by acting independently to situations as they arise, while remaining part of a team of staff who are responsible for service delivery.

The Communications Controller provides high quality passenger information using the Public Address (PA) and Passenger Information Displays (PIDS) and responds to alarms and requests for information or assistance from passengers and staff on the Canada Line. The incumbent also monitors and controls the CCTV system routinely and responds as required to any incidents that are observed or reported. The Communications Controller liaises with the Emergency Response Agencies, when necessary, in response to incidents on the Canada Line including calls for medical assistance and police assistance. Additionally, this position monitors and controls several E&M systems at stations including elevators, escalators, station grills and Fare Gates.

When on duty the Communications Controllers are assigned to either the Communications Workstation or the Fare Gate Workstation. When working at the Fare Gate Workstation the Communications Controller’s primary responsibility is the monitoring and control of the Fare Gate system and responding to passenger calls from the stations in relation to Fare Gates and the Compass Card.

Location: Richmond, BC (Onsite Work)

Your role within the team:  

• Provide high quality passenger information via Passenger Information Displays and public address announcements.
• Respond to emergency calls generated from stations and trains.
• Respond to passenger assistance and information requests from stations and trains.
• Dispatching staff to assist passengers.
• Transferring Fare Gate and Compass related card calls from passengers to the appropriate call center when required.
• Monitor and operating the CCTV system.
• Assist Duty Manager with response to Guideway and Walkway intrusion alarms by reviewing CCTV and identifying cause of the intrusion.
• Monitor and operating SCADA E&M systems at stations (Escalators, elevators, station grills).
• Monitor and operating Fare Gate system.
• Reporting failed station and Communications workstation equipment.
• Advise all staff of emergencies, failures and activities affecting the communications workstation.
• Contact and liaison with Emergency Response Agencies including police, fire and ambulance.
• Operate Central Emergency Stop Buttons when a trespasser is seen entering the Guideway.
• Answer general telephone calls to the Control Room and directing them to the appropriate workstation.
• Assist other workstations in emergency situations as required.
• Maintain the technical knowledge necessary to execute all control functions that the incumbent has been trained in.
• Maintain a current and thorough knowledge of and adhere to all Canada Line Rules and procedures.
• All other related duties as directed by the Duty Manager.

Why pick AtkinsRéalis as an employer?  

• The opportunity to work on an innovative and award-winning project.
• An exciting environment where work-life balance is important.
• A wide array of learning and development opportunities.
• Competitive salary, great benefits, an employee share ownership plan, and a pension plan.
• A work environment focused on health and safety. 
• Expected compensation for this unionized role is of $32.44 hourly at Training Rate and $38.16 hourly at Qualified Rate after training. Base salaries are determined according to the compensation range of the Collective Agreement.

The ideal candidate:  

• Have excellent literacy and verbal communications skills in English.
• Be capable of learning and implementing operating procedures for normal, abnormal and emergency conditions of the railway.
• Be capable of conducting a radio test.
• Demonstrated ability to work well independently and as part of a team.
• Ability to understand technical information and relay it in a manner that is clearly understood by others.
• Ability to manage conflicting priorities, make sound decisions, and explain their decision making process.
• Recognize levels of responsibility and accountability.
• Understand the importance of a no blame culture.
• Experience in a role that had a number of defined priorities and objectives.
• Demonstrated ability to work well in a stressful environment.
• Demonstrated attention to detail, and a willingness to follow policies and procedures.
• Ability to impart knowledge on others including on the job training.
• A combination of education and experience may also be considered.

Required –

• Ability to pass a company aptitude test and medical; colour perception, visual acuteness, hearing and impairment screening.
• Ability to correctly analyze a situation and respond appropriately.
• Ability to articulate clear public address announcements and radio calls.
• Must be available to work 7 days per week, including weekends and holidays on a 24 hour shift basis.

Preferred –

• Previous exposure to a railway or control room operations.
• Excellent report writing skills.
• Public Address or public speaking experience.
• Computer skills – able to work easily with the Microsoft Office Suite.
• Experience working in a regulated environment.
• Knowledge of other transport systems and the railways in the surrounding area.
• Experience working shifts.
• Previous education and leadership experience.
• Experience working in a safety-critical environment.

Are you up for this challenge? Apply today and join our team to help engineer a Better Future for our Planet and its People.

About AtkinsRéalis  
Created by the integration of long-standing organizations dating back to 1911, AtkinsRéalis is a world-leading professional services and project management company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data and technology to transform the world's infrastructure and energy systems. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in key strategic sectors such as Engineering Services, Nuclear, Operations & Maintenance and Capital.

At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.  
 
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