City of Toronto

Operator

• Provides first-line direction to in-house security staff, as well as reinforces expectations to contracted security staff on a shift basis, including deployment, scheduling and participation in first-line discipline.
• Monitors City-owned/operated facilities through various remote systems to ensure emergency alarms (access control systems, camera alarms, duress, intercom, elevator, wellness and intrusion burglary alarms) are acknowledged and acted upon within the designated time frame.
• Ensures fire alarms are acknowledged and responded to promptly with follow up.
• Answers and effectively handles all emergency and non-emergency calls to the Corporate Security telephone lines, as well as after-hours building maintenance issues through the Corporate Real Estate Management phone line (referred to as FRED Hotline).
• Prioritizes and dispatches the appropriate response personnel to City owned or operated facilities, including Corporate Security Alarm Response Personnel, Police, Emergency Medical Services, Fire Services, contracted guards, after hours maintenance, contractors and repair personnel.
• Dispatches, monitors and provides real time information and guidance to mobile patrol Security Guards in vehicles on proactive patrols and alarm response through two-way and one-way intercoms and documents transmission using related software.
• Monitors multiple computer screens, phone lines, intercoms, alarms, cameras, etc. simultaneously.
• Verifies authority and programs access cards and security systems as required, including but not limited to the removal/addition of access, running reports and completing data backups for various systems in accordance with policy and procedures.
• References access control systems to ensure identification.
• Assists in developing Control Centre work plans, policies and procedures and ensures their maintenance, adherence and enforcement.
• Ensures well versed in and adheres to the Security Control Centre policy and procedures, as well as general Corporate Security and site specific policies and procedures.
• Makes appropriate emergency and routine notifications according to Corporate Security and site policy and procedures.
• Completes daily logs, incident reports and dispatch logs, etc., inputting information into relevant systems for statistical and future reference and following up as required.
• Monitors, maintains, tests and troubleshoots security systems and alarms and maintains testing logs and calendars.
• Initiates, maintains and follows up on various service requests for security systems and liaise with the security system technicians and contractors when required.
• Performs investigations, including running system reports and reviewing video surveillance, maintaining evidence and attending court to testify when required.
• Completes applicable forms and logs regarding information collected or viewed.
• Provides verified and authorized after-hours access through security systems for City staff and external contractors.
• Schedules staff as required to fill open shifts such as sick calls and unplanned security requests and appropriately handles unscheduled staff shortages.
• Processes contract security guard requests and submits to the appropriate contract guard company ensuring that any deficiencies are captured through the online portal.
• Ensures all equipment assigned to the Control Centre and Mobile staff is present and operational.
• Participates in emergency exercises.
• Performs related duties as assigned by Corporate Security management staff.
• Completes all courses assigned by Corporate Security management and the Supervisor and Senior Security Coordinator of the Security Control Centre and Mobile Services.
• Liaise with Police agencies to download, copy and provide CCTV footage for investigations when required and completing logs for record keeping.

Control Centre Operator

Game Engineer

• Supervise the operations of the division's Supportive Housing (SH) and Homemakers and Nurses Services (HMNS) program
• Implements detailed plans and recommends policies/procedures regarding program specific requirements
• Supervises, motivates and trains assigned staff, ensuring effective teamwork and high standards of work quality
• Monitors and evaluates staff performance and approves salary increments
• Investigates concerns and complaints brought forward by clients and families
• Engages divisional resources; consults with Legal, Ombudsman, Human Rights offices
• Plans, develops and directs the effective delivery of services to clients
• Manages and maintains collaborative partnerships with contracted agencies and community organizations
• Ensures accurate maintenance of clients' healthcare records

Supervisor, Community Programs – LTC

Business Analyst

• Facilitates and supports strategic and long term I&T business planning activities.
• Conducts studies on the feasibility of integrating processes to deliver a range of services to a specific client or to a geographic location.
• Documents and analyzes business processes, input costs and output level, and conducts data flow analysis and business process design modelling and/or re-engineering.
• Prepares reports to management, supporting recommendations on changes in business methods and processes including appropriate staffing levels, resource allocation, etc.
• Develops test strategies, plans, scripts, data, executes tests and documents test results.
• Designs or modifies business processes for administering the delivery of service and tracking the cost and effectiveness of service delivery.
• Conducts statistical data analysis on various strategic, operational, and financial measurements, disseminates and reports on trends and findings, and makes appropriate recommendations related to I&T capital business cases.
• Liaises with Solid Waste and/or other city-wide staff at all levels to gather sufficient understanding, knowledge, and background information relative to the undertaking.
• Participates in senior level management meetings as appropriate and as required to gain further understanding of the issues impacting Solid Waste.
• Prepares business cases to document and support changes in budget and charges to clients.
• Prepares terms of reference, including project objectives, defining scope, bench marking performance measuring areas of emphasis and methodology to be employed in studies and reviews of business processes, alternative service delivery options and business organizational design.
• Contributes to the development and evaluation of procurement documents (RFP/Q/I/R) and administers contracts.
• Analyzes and documents business requirements, works with Technology Services Division resources to prioritize, test and document system changes and perform necessary system administration functions to meet user business needs.
• Gathers user requirements, interviews, documents, and facilitates business process, systems and data requirements review/re-engineering sessions with stakeholders, prepares proposed system solution(s) and investigates alternative solutions to meet business needs.

Business Analyst, SWM

Manager

• Develops a program roadmap to represent the planned work across the program, tying together individual projects to the organizational company strategy and identifying dependencies between projects to produce synergies and economies of scale.
• Manages the development, design and implementation of interconnected projects or initiatives within a program/portfolio for major business transformation and performance improvement based on City's strategic directions and business long-term needs.
• Leads groups of multidisciplinary project teams, providing leadership and guidance on project management, issues management, and change management within the program.
• Develops and implements detailed plans and recommends policies regarding program specific requirements.
• Manages, motivates and trains the unit's staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work.
• Authorizes and controls vacation and overtime requests.
• Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
• Oversees, participates and/or provides support in recruitment, selection, and training of assigned staff.
• Develops, recommends and administers the annual budget for the unit, and ensures that the unit's expenditures are controlled and maintained within approved budget limitations.
• Works in close collaboration with management and Project Managers to ensure that business initiatives are supported by technology solutions and maintain alignment with organizational priorities and strategic goals.
• Assesses program/portfolio performance and develops and implements innovative strategies to maximize return on investment and improve program performance and effectiveness.
• Resolves complex, escalated program/project issues.
• Negotiates with executive and senior management, clients and various stakeholders often with competing and conflicting goals, objectives and priorities.
• Negotiates organizational changes, funding requirements, and works to obtain political and executive support needed to promote the successful delivery of the program.
• Develops and controls deadlines, budgets and activities within the program.
• Ensures appropriate staffing levels and resource allocation to achieve program objectives.
• Reviews and approves program activities and ensures alignment with the business plan and annual portfolio management objectives.
• Works with Project Directors on the establishment of the Project Governance Framework within the program to build a cohesive vision that will enable the modernization and innovation of related City services.
• Manages and provides leadership in the development of business cases within the program.
• Represents and/or supports the division on relevant boards, steering committees and groups.
• Liaises and collaborates with various internal and external stakeholders to successfully achieve the city's digital priorities.
• Ensures the application of Corporate Technology Project Management Methodology within the programs/projects.
• Participates in/oversees the preparation of various formal contractual documents such as: Request for Expression of Interest (REOI), Request for Information/Proposal/Quotation/Resource (RFI/P/Q/R), Information Technology Authorization Procurement Plan (ITAPP), Statement of Work (SOW), Memorandum of Understanding (MOU) and Service Level Agreements (SLA).
• Provides leadership in the evaluation, selection and recommendation of technical solutions and professional services and manages vendors and contractors in the overall solution delivery process.
• Assumes responsibility of the vendors used within the program, tracking and evaluating performance and investigating and addressing performance issues.
• Manages the administration of consultant/contractors and projects/contracts, implements quality assurance/quality control procedures, and authorizes payments and recommends additional payments in accordance with the City's financial authority and by-laws or contract terms.
• Adheres to the principles of the Project Management Institute (PMI) and PMI's Code of Ethics and Professional Conducts to develop and organize project protocols, procedures, relationships, and performance objectives to promote and achieve targets.
• Promotes standardization across the program in areas relating to project administration, documentation, progress tracking and technical designs.
• Assesses and recommends scalable multi-jurisdictional business and technical solutions that meet client and business requirements in the context of corporate standards, policies and procedures for technologies and architectures including determining requirements, conducting research and evaluations and obtaining all approvals and sign offs.
• Informs and educates senior managers, business users and technology peers on technology trends and the effective use of business and technology solutions and information management.
• Prepares and delivers presentations at all levels of the organization.
• Prepare reports for Project Directors and senior management.

Control Centre Operator

Supervisor, Community Programs – LTC

Business Analyst, SWM

Portfolio Manager – Technology Services