Police Reporting Unit Agent

City of Ottawa; Ottawa; On-site; CAD 80,000 - 95,000; Full time

Job summary

A government police service in Ottawa is seeking applicants for an Agent role focused on providing quality service and support to both the public and police personnel. Responsibilities include handling inquiries, assessing incoming calls, and generating reports. Ideal candidates will have strong communication skills, experience in customer service, and fluency in English, with bilingual positions available.

Benefits

Mandatory training provided

Diversity and inclusion principles

Accommodations available upon request

Qualifications

• Minimum one year previous related work experience in a Call Centre or Customer Service environment.
• Fluency in English – oral, reading, and writing.
• Knowledge of police records and procedures.

Responsibilities

• Provide professional service to public and police personnel.
• Assess incoming calls and determine the appropriate action.
• Generate police reports using designated OPS software.

Skills

Communication

Customer Service

Problem Solving

Education

Secondary School Graduate – Grade 12 or equivalent

Relevant post secondary education

Tools

Microsoft Word

Excel

Outlook

Job description

Competition Number:16801

Applications will be accepted until 2359hrs on31/12/2025.

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 permanentpositions.

Salary Information:$80,478.58-$94,778.32annually.(2025 ratesof 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 additionto 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:SupervisorPolice Reporting Unit

EffectiveDate:January 22, 2024

Overall Purpose

• Under the direction of theSupervisor, the Agent is responsible for providing professionalandeffective quality service to bothmembers of thepublic and police personnel;answer and/or redirect inquiries,take reportsto support the various sections within OPSand 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 plusone (1) year relevantpost secondary education.

• Experience and formal training combined may substitute for stipulated education requirements.

• Minimum one (1) yearprevious related work experience (i.e. working in a Call Centre environmentor 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.

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 callcentre environment withminimaladverse 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 of35wpm.

• Extended use ofatelephone, 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 ResolutionandProblem 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].