At Northern911, we provide trusted, high-impact emergency call handling, fire dispatch, and emergency monitoring services that support communities across North America. Public safety agencies, technology partners, and connected-device providers rely on our team's calm under pressure, professionalism, and ability to quickly gather and relay critical information during urgent situations. Our mission-driven culture is grounded in trust, urgency, innovation, and collaboration — creating an environment where you can grow, contribute, and make a meaningful difference every day.

What this role is about : As an Emergency Response Specialist, you'll be the calm, steady voice that helps guide people through their most critical moments. From life-threatening emergencies to urgent situations requiring immediate action, you'll play a pivotal role in connecting callers to the right help — ensuring that assistance is dispatched with urgency and precision. Using advanced communication systems and clear protocols, you'll gather vital information, relay it accurately, dispatch, and help coordinate the response that saves lives.

This role requires a calm demeanor, sharp attention to detail, and a deep sense of purpose — because you'll be the lifeline connecting people in crisis to those who can help. With advanced technology, highly trained operators, and decades of proven experience, Northern911 ensures that every emergency call is answered quickly, accurately, and with care. Join a team trusted to deliver critical connections when every second counts — and make a real difference in the moments that matter most.

What you'll do

- Receive incoming calls for emergency accounts, determine emergency locations, and initiate transfer to the appropriate emergency agency in Canada, the United States,



and US Territories as per standard call handling procedures on each account.
- Be the critical link in emergencies — answering 911 calls as the secondary PSAP for fire calls, determining locations and key details, and dispatching fire personnel using standard procedures while coordinating with other emergency agencies to ensure rapid response.
- Operate various computerized communication consoles, associated equipment, software and websites to receive, assess, and relay information from the public to emergency agency personnel in a courteous, accurate, and expedient manner.
- Stay composed and positive, guiding interactions with the public, emergency response center, emergency agency personnel, and colleagues with clarity and care.
- Stay current on procedures and best practices, participating in coaching and quality reviews to ensure consistently excellent performance.
- Protect sensitive information with confidentiality and handle all communications with the highest level of discretion. Be a team player, stepping in to assist colleagues and sharing your knowledge to help train and empower others.
- Experience & Certifications : Secondary School Diploma required. Prior experience in alarm monitoring, emergency services, or customer service is a plus, though we value other experiences that prepare you for this role.
- Composure & Empathy : Demonstrate a high level of integrity and sound judgment,



maintaining a calm and clear demeanor while functioning under challenging emergency situations.
- Exceptional Communication : Possess solid customer service skills, including active listening and conflict resolution. Ability to speak in a clear, well-modulated voice and accurately transcribe information while simultaneously giving instructions.
- Technical Proficiency : Maintain a typing speed of twenty (20) words per minute and demonstrate the ability to quickly learn company-specific software and communication equipment.
- Collaborative Mindset : Exhibit strong teamwork skills, a desire to help others, and the ability to build cooperative working relationships with colleagues and the public.
- Bilingualism :This role requires fluency in English and either French or Spanish to effectively support our diverse community.
- Criminal Record Check :Applicants must submit a clean criminal record check prior to being employed.

Working Environment :

- General Office Environment : You'll be working in a general office environment.
- Computer-Based Work : The role requires you to sit or stand at a computer for extended periods, with visual exertion and manual dexterity for computer work.
- High-Security Site : Our site is highly secure, utilizing biometric and key card access, as well as alarm codes in some areas.
- Recording & Restricted Electronics : Be aware that some areas have 24/7 video and audio recording. There are restrictions on the use of personal electronics, cell phones, and internet access in certain areas due to privacy reasons.
- Exposure to Stressful Situations : Due to the nature of emergency calls, you may be exposed to emotionally disturbing experiences and interactions with people w

📌 Emergency Response Specialist (English & French-speaking) - Afternoon Shift (Greater Sudbury)
🏢 Northern911
📍 Greater Sudbury