French/English – Emergency Hotline Operators

1. Incident Response: The operator’s main goal is to respond promptly to emergency calls, accurately record details, and relay that information to the appropriate authority or department for swift action.
2. Providing Instructions: The operator often needs to provide immediate advice on how to handle the situation until help arrives. This can range from safety instructions during a fire outbreak to first aid assistance in case of injuries.
3. Ensuring Safety: The operator must prioritize the safety of everyone on the premises. They help manage risks and promote safety guidelines to prevent further accidents or incidents.
4. Coordination with Authorities: The operator often serves as the liaison between the store and emergency services or other relevant entities. They ensure that communication lines are open and clear.
5. Documentation: The operator is responsible for documenting each incident in detail. These records can be used for future references, insurance claims, legal purposes, and to improve the store’s safety protocols.
6. Stress Management: During emergencies, callers may be under extreme stress or panic. The operator must maintain calm and provide reassurance, helping the caller to remain composed and follow necessary procedures.
7. Continual Learning and Improvement: The operator should constantly update their knowledge about emergency procedures, safety protocols, and first aid measures. They should also learn from each incident to improve their response in future emergencies.

Required Qualifications:

1. Excellent Communication Skills: The operator should be able to listen, understand, and respond clearly and effectively to callers’ needs, even in stressful situations in both French and English.
2. Problem-Solving Skills: They must be able to identify problems quickly and find effective solutions, often under pressure.
3. Empathy: The ability to understand and share the feelings of others is crucial. This helps the operator to provide comfort to callers in distress.
4. Quick Decision-Making Ability: In emergencies, quick and accurate decision-making is vital. The operator should be able to make the right call in a timely manner.
5. Technical Skills: Knowledge of the technology and systems used in handling emergency calls is necessary. This includes telecommunication systems, computer-aided dispatch systems, and other relevant software.
6. Resilience: The operator should be able to handle stressful situations without becoming overwhelmed or panicked. They must remain calm and composed throughout the call.
7. Attention to Detail: Every detail matters in an emergency. The operator should be able to gather and record accurate information from the caller.
8. Multi-Tasking: The operator often needs to handle multiple tasks at once, such as talking to the caller, inputting data, and coordinating with emergency services.
9. Knowledge of Procedures: The operator should have a good understanding of emergency procedures and protocols, as well as the store’s policies and products.
10. Team Player: They should be able to work well with others, including emergency responders and store employees, to ensure a coordinated and effective response to emergencies.