Police Reporting Unit Agent

Ottawa Police Service; Ottawa; On-site; CAD 79,000 - 94,000; Full time

Job summary

The Ottawa Police Service is seeking Agents to provide effective service to the public. Responsibilities include handling call inquiries, generating police reports, and collaborating with OPS sections for service requests. Qualified candidates will possess a secondary education and relevant customer service experience, with the possibility of bilingual roles requiring French fluency.

Benefits

Training in Occupational Health & Safety

Respectful Workplace Training

Equity, Diversity, and Inclusion Training

Qualifications

• Minimum one year related work experience in customer service environment.
• Fluency in English required; bilingual positions need French proficiency.

Responsibilities

• Assess and respond to public inquiries and reports.
• Generate police reports and ensure compliance with policies.
• Collaborate with various OPS sections for inquiry responses.

Skills

Communication

Service Orientation

Problem Solving

Education

Secondary School Graduate – Grade 12 or equivalent

One year relevant post secondary education

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Competition Number: 16801

Applications will be accepted until 2359hrs on 31/12/2025.

Posting Details

This posting is for multiple casual positions available until December 31, 2025. All civilian competitions include the possibility of extension and/or additional temporary or permanent positions.

Salary Information: $79,093.56 - $93,147.60 annually. (2025 rates of pay)

All applications must be received on time and through the online application system. Applicants are required to upload their cover letter and resume in addition to the candidate profile. The cover letter should clearly outline your qualifications for this position.

More information about our hiring process can be found on the website under the Hiring Process menu.

Job Information

Directorate: Information Services

Section: Ottawa Police Reporting Unit

Pay Group: Five (5)

Job Code: 10073655

Work Location: West - 245 Greenbank Road

Supervisor Title: Supervisor Police Reporting Unit

Effective Date: January 22, 2024

Overall Purpose

• Under the direction of the Supervisor, the Agent is responsible for providing professional and effective quality service to both members of the public and police personnel; answer and / or redirect inquiries, take reports to support the various sections within OPS and always ensure compliance with Ottawa Police Service Policy and Procedures.
  
  

Major Responsibilities

• Assess incoming telephone calls, Voice Recording Queue, TTY, and online reports to confirm they are non-emergency in nature and determine the intent / need of the caller (i.e., a call to be transferred, a police report to be generated, emergency assistance or a general inquiry) in a logical, efficient and calm manner.
• Work in partnership with various sections within OPS (including but not limited to; Communication Centre, Patrol, District, Traffic, FOI, etc) to ensure appropriate responses to inquiries and requests for service.
• Mitigate risk and exercise sound judgement to maintain a high standard of service, preserving public confidence.
• Assess and transfer to Communication Centre life or death emergencies; except in the event of a suicidal caller where immediate assistance is required and risks managed immediately.
• Generate accurate police reports using the Records Management System (RMS) or other designated OPS software by gathering information over the phone or by using information generated from reports submitted online from members of the public in accordance with OPS Policies and Procedures.
• Respond to all messages in the PRU voicemail queue & Online Reporting System as per OPS Call Response Protocol.
• Answer / redirect public inquiries and redirect non-police matters to appropriate agencies (including but not limited to; City of Ottawa, Ontario Landlord and Tenant Board, credit bureaus, civil matters, etc.).
• Perform CPIC (Canadian Police Information Centre) queries ensuring the queries correlate with information required for the PRU Agents Report.
• Provide appropriate information to the public regarding their reports while adhering to the Freedom of Information Acts and in accordance with OPS policies Testify in court as required.
• Train and / or assist in the training of new PRU personnel.
• Perform other duties as required or assigned.
  
  

Major Responsibilities (continued)

N/A

Major Responsibilities (continued)

Statement Of Required Qualifications

EDUCATION AND EXPERIENCE

• Secondary School Graduate – Grade 12 or equivalent plus one (1) year relevant post secondary education.
• Experience and formal training combined may substitute for stipulated education requirements.
• Minimum one (1) year previous related work experience (i.e. working in a Call Centre environment or other Customer Service environment).
  
  

LANGUAGE

English – fluency in oral, reading, and writing.

There will be a mixture of unilingual (English) and bilingual (French/English) positions at PRU.

Required

For positions designated as bilingual, (French and English) fluency in oral and reading is required. Candidates may be required to provide a certificate of achievement at their own expense from an OPS approved testing facility for:

• Candidates may be required to provide a certificate of achievement at their own expense from the current OPS approved testing facility for:
• Advanced Level 2 proficiency in French - oral expression, oral comprehension & written comprehension.
• Intermediate 3 Proficiency in French expression written.
  
  

OR

• Federal Government Level C (Oral, written, and comprehension).
  
  

Certifications and Licences

N/A

In service Training

• The following mandatory training and education is provided to all employees of the OPS:
• Occupational Health & Safety.
• Respectful Workplace.
• Violence in the Workplace.
• Accessibility for Ontarians with Disabilities Act (AODA).
• Equity, Diversity, and Inclusion (EDI).
• Active Bystander Law Enforcement (Able).
• The following training will be provided:
• Suicide Intervention Training.
• RMS and CPIC Training and other PRU relevant Training.
• Occupational Health & Safety Training.
  

Job Knowledge

• Working knowledge of:
• The Organization’s Mission, Vision and Values.
• Corporate software packages: Microsoft Word, Excel and Outlook.
• Police Record Management Systems.
• Understanding of the importance of client centered service.
  

OPS Competencies

Competency

Level

Competency

Level

Communication

2

Service Orientation

1

Teamwork

1

Networking and Relationship Building

1

Adaptability

1

Problem Solving

2

Hours of Work

The incumbent is required to work hours commensurate with a 24 / 7 shift schedule in order to meet operational requirements of the section, between days, afternoons ,evenings and/or nights (including Statutory Holidays).

Effort and Working Conditions

• Work is performed in a standard call centre environment with minimal adverse working conditions.
• Constant light physical activity, moving from workstation to numerous different areas of the larger office.
• The incumbent must be able to work shifts as designated in the “Hours of Work” section of the job description.
• Extended periods of time on a computer with minimum typing skills of 35 wpm.
• Extended use of a telephone, using a headset.
  
  

Desired Qualifications

• Previous experience in the public relations field.
• Previous experience working in a police environment.
• Knowledge of CPIC, records entry and procedures related to the section.
• Knowledge of Computer-Aided Dispatch (CAD) and CopLogic.
• Conflict Resolution and Problem Oriented Policing training.
• Mobile Report Entry (MRE)/ RMS training.
• Oral, reading, and writing fluency in other languages.
  
  

Additional Competition Information

We thank all candidates for their interest, however, only those selected to continue in the selection process will be contacted.

Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

The Ottawa Police Service promotes the principles of diversity and inclusion. We provide accommodation during all parts of the hiring process as required. Applicants need to make their needs known if contacted to proceed to the selection process. Accessible formats and communication supports are available upon request.

Additional information about our hiring process can be found on the recruiting website.

Please direct any questions to [e-mail] .