Police Reporting Unit Agent

Ottawa Police Service; Ottawa; On-site; CAD 83,000 - 98,000; Part time

Job summary

Ottawa Police Service is hiring for multiple casual positions in the Ottawa area. Responsibilities include handling calls, directing inquiries to the proper units, and generating reports using police software tools.

The roles require strong communication, customer service experience, and the ability to work in a fast-paced environment. Positions are on-site at West – 245 Greenbank Road with a 24/7 shift schedule.

Qualifications

• Secondary School Graduate – Grade 12 or equivalent plus one year relevant post secondary education.
• Experience in a call centre or customer service environment.
• Fluent in English; bilingual positions may be required.

Responsibilities

• Assess calls, determine caller needs, and route or respond appropriately.
• Collaborate with OPS sections to provide accurate information and service.
• Mitigate risk and maintain a high standard of service for public and police personnel.
• Transfer life or death emergencies to the Communications Centre as needed.
• Generate accurate reports using RMS or OPS systems with data from callers.

Skills

Customer service

Call centre

Communication

Education

High school diploma + 1 year college

Job description

Competition Number: 23742

Applications will be accepted until 2359hrs on 21/10/2026.

Posting Details

This posting is for multiple casual positions available until October 29, 2027. All civilian competitions include the possibility of extension and/or additional temporary or permanent positions.

Salary Information: $83,319.60 - $98,123.48 annually. (2026 rates of pay)

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.

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:
• Advanced Level 2 proficiency in French - oral expression, oral comprehension & written comprehension.
• Intermediate 3 Proficiency in French expression written.
• 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

• 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.

Please direct any questions to [e-mail].